AccountId: 011433970860
ContactId: 2a3fa5b3-5cbc-4c2e-b0cd-a8ceefefeee8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367390 ms
Total Talk Time (AGENT): 114266 ms
Total Talk Time (CUSTOMER): 101516 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/2a3fa5b3-5cbc-4c2e-b0cd-a8ceefefeee8_20250327T16:10_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 needed to talk to someone about my life insurance and my cancer insurance, please.
[AGENT][NEUTRAL] All right, Miss, may I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Miss [PII].
[AGENT][NEUTRAL] Uh, what is your policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] I don't have it. I don't have it right here with me. Do you need my social?
[AGENT][NEUTRAL] Uh, yes, we can use your social.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and allow me just a second while the system tries to search it up.
[AGENT][NEUTRAL] All right, Ms. [PII], I was able to find your policy and just for verification steps, do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] OK. uh [PII].
[AGENT][NEUTRAL] And lastly, the address.
[CUSTOMER][NEUTRAL] OK. Um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Um, I do have here your policy and it is a, let's see, really quick.
[AGENT][NEUTRAL] Uh, life policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And is it active?
[AGENT][POSITIVE] Yes, I do see it. It is active.
[AGENT][NEUTRAL] Um, it is the
[CUSTOMER][NEUTRAL] OK. I have
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Um, yes, I do see that is the only one. I do see it is the only one active as for the other ones have been canceled already.
[CUSTOMER][NEUTRAL] No, you go.
[CUSTOMER][NEUTRAL] The cancer policy?
[AGENT][NEUTRAL] Yes, I do see they are canceled last payment made on one was um [PII] and the other one last payment was um in [PII].
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. What, um, but see, I, I had wrote, I had sent a letter.
[CUSTOMER][NEUTRAL] To you all, uh, ask, and I had think I had sent a canceled check.
[CUSTOMER][NEUTRAL] For to start bank draft.
[AGENT][NEUTRAL] Alright, let me just a second to see.
[CUSTOMER][NEUTRAL] And I had sent it cert in certified mail.
[AGENT][NEUTRAL] Alright, allow me just a second. I'm looking through the policy.
[AGENT][NEUTRAL] And I am looking now through the correspondence.
[AGENT][NEUTRAL] And see what we have received.
[AGENT][NEUTRAL] All right, Ms. [PII], um, again, uh, the only active policy I see currently is the life policy. We do not have, um, an active cancer policy for you.
[AGENT][NEUTRAL] Um, the active policy. Mhm.
[CUSTOMER][NEUTRAL] OK. Well, what about
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] Um, the, and the policy is set up uh for bank draft, the life policy.
[CUSTOMER][NEUTRAL] OK, and when the, how much is it and when does the policy come out?
[CUSTOMER][NEUTRAL] Of my bank draft.
[AGENT][NEUTRAL] Um, I do have it here for a premium, a monthly premium of $133 and it's
[CUSTOMER][POSITIVE] That's, that's right. That's what I have.
[AGENT][NEUTRAL] Mhm. And the draft date is the [PII] of every month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The [PII] of every month.
[AGENT][NEUTRAL] Mhm, that is the draft date.
[CUSTOMER][NEUTRAL] OK, so it should have been taken out in March, is that right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I have just recently retired.
[CUSTOMER][NEUTRAL] And so, I had talked to my, my insurance person at the school board office. Then I talked to my representative with [PII] Agency, and she had asked me to call you. So it's taken out on the [PII] of the month. Is that right?
[AGENT][POSITIVE] Mhm, that is, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you very much, ma'am.
[AGENT][POSITIVE] And you're very welcome, Ms. [PII]. You have a nice day.
[CUSTOMER][NEUTRAL] OK all right bye bye.
[AGENT][NEUTRAL] Bye bye.