AccountId: 011433970860
ContactId: 2ad0ba9e-2038-46cf-b979-7e5b4edf0374
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187860 ms
Total Talk Time (AGENT): 107962 ms
Total Talk Time (CUSTOMER): 88322 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/2ad0ba9e-2038-46cf-b979-7e5b4edf0374_20250416T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], this is [PII] on the care team. How are you?
[AGENT][NEUTRAL] I'm fine. How are you, dear?
[CUSTOMER][POSITIVE] I'm doing good long time no talk.
[AGENT][NEUTRAL] It has been a little while. It has.
[CUSTOMER][NEUTRAL] It has, uh, I've got a member here who was asking to speak with [PII], but it does not look like she's available at the moment um I'm not sure if.
[AGENT][NEUTRAL] Right, she's a
[CUSTOMER][NEUTRAL] I'm not sure if we can give her an update or not. Um, it is regarding a whole life policy, and I think [PII] was doing a bit of digging, um, regarding the cash value and maybe to surrender, uh, the policy so I'm honestly not quite sure. The last notes I see is that [PII] had tried calling her and would call her back, um, but this member said she never got a call back, so I'm not sure if it's something we need to wait for [PII] on.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh oh
[AGENT][NEUTRAL] OK, yeah, I'm wondering if can, if we could put, if she would mind going to [PII]'s voicemail, give me the policy number. Let me look at it first.
[CUSTOMER][NEUTRAL] Oh sure, yeah, it's uh 682-744.
[AGENT][NEUTRAL] 682-744. OK. Thank you, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let's take a look at her nose. I'm gonna look with you and
[AGENT][NEUTRAL] He requested status of her inquiry. [PII] called her and left her a message. She was unable to answer, advise [PII] will be out until Tuesday. She will be giving a call back if you're wanting to get cash value. A surrender papers, verified demographics and explained that she did have a loan that we would have to mail surrender forms and call her back.
[AGENT][NEUTRAL] But I have ticket
[AGENT][NEUTRAL] Just someone call her back about cash value.
[AGENT][NEUTRAL] OK. Yes, apparently she's
[CUSTOMER][NEGATIVE] So yeah, I don't believe she got a call back when she was expecting to. Yeah.
[AGENT][NEUTRAL] Yeah. OK. I believe what she's gonna need to do is go to [PII]'s voicemail and let [PII] call her when she gets back from lunch because [PII] apparently has her notes and stuff ready or hopefully ready or something, you know, um, I was looking to see what when [PII] left.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, she's only been gone 16 minutes. OK. So she's got an hour lunch, she should be back in about 45, 50 minutes, give or take, you know, um.
[CUSTOMER][NEUTRAL] Sure, yeah, and I can send her a message as well, uh, with the number's information, um, so she sees that.
[AGENT][NEUTRAL] OK, darling. I would appreciate if the insured does not mind. Now I cannot tell her anything, but I can talk to her, you know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, no, no, no, that's perfectly fine. I'm, I felt like it was something that would go to [PII], but I always have to ask just in case y'all see something that I don't, so, um, I will let her know.
[AGENT][POSITIVE] Yeah, bless her.
[AGENT][NEUTRAL] I, no, I don't blame you. I would too.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Just that you that there's been so many times where they're just like, oh well, I see right here, so I'm like, oh OK. So where's the shot. Well, I appreciate it, Ms. [PII], so that's all right.
[AGENT][POSITIVE] Oh my God. I know, honey, I know, [PII]. All right, sweetie, you have a good day.
[CUSTOMER][NEUTRAL] I'll let her know.
[CUSTOMER][POSITIVE] Yes ma'am you too thank you bye bye.
[AGENT][POSITIVE] Thank you, dear. Bye.