AccountId: 011433970860
ContactId: 2cedf273-4c8e-4e28-954b-e87e03d69d85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289559 ms
Total Talk Time (AGENT): 78707 ms
Total Talk Time (CUSTOMER): 100114 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/2cedf273-4c8e-4e28-954b-e87e03d69d85_20250228T17:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, I haven't logged into my account in a long time and I don't remember how or what my email or information is to see my account.
[AGENT][POSITIVE] OK, uh, sure, I can assist you with that. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And do you have the policy number's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] the policy number, [PII].
[CUSTOMER][NEUTRAL] Last name again.
[CUSTOMER][NEUTRAL] The policy number 912-154.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and may I have your date of birth, mailing address and email address on file for verification.
[CUSTOMER][NEUTRAL] It's [PII]. I don't know if my new address [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's not the one we have.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, that's the one we have. OK, and what's the email address that we have on file?
[CUSTOMER][NEUTRAL] I don't know, I think it's [PII].
[CUSTOMER][NEUTRAL] Maybe, I, it's been a long time.
[AGENT][NEUTRAL] Mm, and you're working now.
[CUSTOMER][NEUTRAL] Um, it would have been my old work email, which would be, I think.
[CUSTOMER][NEUTRAL] Um, something with TradeStation, I can't remember, it's an old.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm. OK. All right, yes, um.
[AGENT][NEUTRAL] OK, Miss [PII]. All right, so, um, since this is an old policy, it's not gonna let you create an account online, um, but how may I assist you with this policy, Miss [PII]?
[CUSTOMER][NEGATIVE] Because I'm still making payments and I haven't done anything with it, so I wanna make sure what is it? It's been a long time, um, I see there's automatic payments going still every month, um, like what am I paying for and what am I supposed to be using this for kind of thing, or do I need to cancel it?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Are you still with TradeStation Group?
[CUSTOMER][NEGATIVE] No, I'm not with them anymore.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] Hm, I don't see um an active policy. This one's been terminated since back in [PII].
[CUSTOMER][NEUTRAL] OK, so I am getting there is electronic payments going every let me go to my account.
[CUSTOMER][NEUTRAL] Let me tell you the name.
[CUSTOMER][NEUTRAL] Hold on, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] True.
[CUSTOMER][NEUTRAL] To my bank.
[CUSTOMER][NEUTRAL] 6 times.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] D
[CUSTOMER][NEUTRAL] OK, is it American Heritage?
[AGENT][NEUTRAL] Um, no, we're American public life.
[CUSTOMER][NEUTRAL] Is that the
[CUSTOMER][NEUTRAL] Oh, so this is, OK, so it's a different one. OK, sorry. All right, so, uh, uh, I'm good. All right, thank you.
[AGENT][POSITIVE] It's OK. No problem. Is there anything else I may help you with today, Miss?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you, bye bye.