AccountId: 011433970860
ContactId: 28b4b9d8-44f8-4829-8780-f9355857c3db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125730 ms
Total Talk Time (AGENT): 55272 ms
Total Talk Time (CUSTOMER): 65629 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/28b4b9d8-44f8-4829-8780-f9355857c3db_20250314T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was just wondering, um, I had canceled my policy back in June, and I wanted to make sure it's still canceled because I'm expecting fraudulent activity. I want to make sure that they didn't, uh, keep paying on my insurance policy and change the beneficiary.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 18778654.
[AGENT][NEUTRAL] I'm sorry, I'm.
[AGENT][NEUTRAL] You cut out. I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry, 1877.
[CUSTOMER][NEUTRAL] 8684.
[AGENT][NEUTRAL] That was 8686.
[CUSTOMER][NEUTRAL] 868 4
[AGENT][NEUTRAL] 868-4. OK. We kinda get, kinda, I kinda lose you in and out a little bit there.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let's see, give me one. No, you're fine. We'll do a quick verification once I get it pulled up and then we can check on that for you.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][POSITIVE] OK, my husband gave my, my ex-friend my social security number, and they were playing all kinds of good stuff so.
[CUSTOMER][NEUTRAL] I'm gonna double check them.
[AGENT][NEUTRAL] [PII]. OK. So [PII], that's not even one of our policy numbers.
[CUSTOMER][NEUTRAL] Uh, is it um
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] 187786
[AGENT][NEGATIVE] I think I've lost you
[CUSTOMER][NEUTRAL] OK, it says 187786884.
[AGENT][NEUTRAL] 1877.
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] Right, but that's not one of our policy numbers. Um.
[CUSTOMER][NEUTRAL] Oh weird.
[CUSTOMER][NEUTRAL] Weird. I make sure I get the right thing.
[AGENT][NEUTRAL] It should
[CUSTOMER][NEUTRAL] American income life
[CUSTOMER][NEUTRAL] Um, on [PII] 1224.
[AGENT][NEUTRAL] No, we're not American income life. We're not American income. We're American public.
[CUSTOMER][POSITIVE] Oh, well, that's what happened to me. Thank you so much for your time. You're the nicest person I've ever talked to on the phone though.
[CUSTOMER][POSITIVE] And we love you for that.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you. You have a blessed day.
[AGENT][POSITIVE] All right. Thank you, dear. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye bye.