AccountId: 011433970860
ContactId: 2613995e-40a1-4c9d-b055-b3381bd6e575
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200139 ms
Total Talk Time (AGENT): 67157 ms
Total Talk Time (CUSTOMER): 82878 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/2613995e-40a1-4c9d-b055-b3381bd6e575_20250610T12:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How you doing sir? My name is [PII] and um I was trying to find out, uh, do I have a new, uh, life insurance policy with you all with me and my family? I don't know my job. A guy called you know we had, he was offering it to us.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's a cash, um, we get, you can get a cash withdrawal from it and this was on the [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] It's supposed to be $20,000 for me and my family.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, $29.26.
[CUSTOMER][NEUTRAL] 626 cents a month. Do you have it? Do you see it on my um portal? Because I couldn't, I'm driving. I couldn't pull it up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, we can definitely take a look. Do you have um any of your policy numbers? I can pull up one of the policies by chance or?
[CUSTOMER][NEGATIVE] No, I didn't, I didn't, I didn't get any of that from you.
[AGENT][NEUTRAL] OK, see.
[CUSTOMER][NEUTRAL] I know that's crazy, right?
[AGENT][NEUTRAL] I can look it up by name or social, whichever you prefer to give me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Social, that's fine [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right. Bear with me one second here, let me take a look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And [PII], if I can just get your date of birth, please, and then also your address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. All right, so.
[AGENT][NEUTRAL] I do see a life insurance policy, and what are you needing me to check on on this, the premium amount?
[CUSTOMER][NEUTRAL] No, uh, if there's anything that's new?
[AGENT][NEUTRAL] Anything new. OK.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Because he said this was um.
[CUSTOMER][NEUTRAL] Life insurance, you know, uh, $20,000 apiece for me and my family, and they offer cash, uh, cash withdrawals.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So I'm just trying to see if it's on my own.
[AGENT][NEUTRAL] Yeah, I don't, I don't see.
[CUSTOMER][NEUTRAL] If it's with you all.
[AGENT][NEUTRAL] Yeah, I don't see anything new, so no, everything that you have is from [PII], so it wouldn't be with us because you have a term life with us which doesn't have a cash value, so it must be with somebody else.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, that's what I was trying to find out.
[AGENT][NEUTRAL] Yeah, it must be with somebody else. Yeah, not a problem. Anything else, [PII]?
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Alright, that's it.
[AGENT][POSITIVE] All right. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.