AccountId: 011433970860
ContactId: 2d40cd13-a35f-4824-8cf9-5b1f2f66767b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 553280 ms
Total Talk Time (AGENT): 144796 ms
Total Talk Time (CUSTOMER): 259055 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/2d40cd13-a35f-4824-8cf9-5b1f2f66767b_20250409T16:19_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] Uh yes, ma'am. My name is [PII], and I have two policies with the American public. And I called on last week because I needed to know the status on my policies. I have loans against the policies.
[CUSTOMER][NEGATIVE] And I needed to know where where they were at and I needed to know, but I just need you to go ahead and and uh cancel these policies.
[AGENT][NEUTRAL] Mm, OK, um.
[CUSTOMER][NEGATIVE] And I left information with someone who remember I talked to last week then I call the lady called [PII] that's the number they say that lady I would need to talk with, and I've left several messages with her, but no one has responded.
[AGENT][NEUTRAL] OK, I can see what's going on, Miss [PII]. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes ma'am, uh one is.
[CUSTOMER][NEUTRAL] Uh, 682-744 and the other is 185083.
[AGENT][NEUTRAL] OK. Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Uh, area code [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And I need to verify your date of birth, mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, looks like Ms. [PII]'s not in today. Let me see what's going on.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so [PII]'s not in and I see the note on [PII] which you spoke to Ms. [PII] and um she gave you some information about the policy and uh that you um
[CUSTOMER][NEUTRAL] Uh, the thing is she was um and now send me application to cancel, but she said I needed to, she needed to figure it up to see what [PII] needed to do that and you know we could go from there.
[AGENT][NEUTRAL] They had a loan.
[CUSTOMER][NEGATIVE] But I have not been able to make a contact with her.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, and she's not in, um, she's not in today. Let me see if, uh, when is she gonna come back? OK. Bear with me just a minute, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? this is [PII].
[CUSTOMER][POSITIVE] I'm doing good.
[AGENT][NEUTRAL] Um, I have a member on the line that she's been, um, calling a few times, um, lately. She has spoke to [PII] and [PII] and
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In time.
[AGENT][NEGATIVE] And it's about her policy and uh yeah, and a loan she has about the policy and a surrendering letter and all um she said that she's trying to get to Miss [PII], but every time that [PII] calls she missed the call and then when she tried to call back, um, she cannot get with [PII] and [PII] is not in today.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So I don't know if you can help her.
[CUSTOMER][NEUTRAL] And she won't be here for the week.
[AGENT][POSITIVE] Oh boy. Oh wow.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah, she will be out for the week.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, let me look at the policy. There's probably any document with it.
[AGENT][NEUTRAL] OK. The policy number is 682744.
[CUSTOMER][NEUTRAL] 682-744
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, let me look at it.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm, yes, [PII]
[CUSTOMER][NEUTRAL] OK, [PII] possibly surrender rights very did she have long well we have to mail surrender forms and call her back to cash value.
[CUSTOMER][NEUTRAL] OK, that was last week. Let me look there's any ticket for it.
[CUSTOMER][NEUTRAL] Yeah, I don't see any ticket for it.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Probably [PII] will be the only one that has this information for her. I don't see anything reason that is into on base, um, and she will be out for the week.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, OK, I can go ahead and take her. I'll let her know. I hope she doesn't get frustrated or anything.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I, I already told her that [PII]'s not in so she knows, but um, yeah, I wasn't able to tell her how long she was gonna be out. Um, but yeah, let me go ahead and put her in and I did verify all her information, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK. You're welcome. Here she comes.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII].
[CUSTOMER][POSITIVE] Something good.
[AGENT][POSITIVE] I got Miss [PII] on the line. She's in the customer service department. She's gonna assist you from here, Miss [PII].
[CUSTOMER][NEUTRAL] Pardon me?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Hello, good morning, Miss [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm fine, thank you.
[CUSTOMER][NEUTRAL] Alright, I was just um advised that you have um gave us a call back earlier before um with cash value and surrender paperwork is that correct?
[CUSTOMER][NEUTRAL] Uh, who remember I, I would need to know what the status on each policy is before, uh, and then I can make a determination as to for cancellation.
[CUSTOMER][NEUTRAL] All right. Um, I do see here from notes that, um,
[CUSTOMER][NEUTRAL] Um, Ms. [PII] tried to reach out.
[CUSTOMER][NEUTRAL] For um with all the information.
[CUSTOMER][NEUTRAL] Um, but Ms. [PII] is not here. Um, she would be the only one to provide that, uh, since she is the one that handles, um, all this type of information. And unfortunately, she will be out for the rest of the week. Um, is it OK if she, um, gives you a call back on on Tuesday? She doesn't work on Mondays.
[CUSTOMER][NEUTRAL] Uh, yes ma'am, or I will call her on Tuesday because I, I was monitoring my phone. I don't, I didn't receive a call from your office.
[CUSTOMER][NEUTRAL] But uh I will on Tuesday.
[CUSTOMER][POSITIVE] I will, I will definitely reach out to her.
[CUSTOMER][NEUTRAL] All right. Um, it will, she will be um working uh Tuesday. And um you can just reach out to the customer service uh line since we don't have, um, many extensions and just request to um talk with um Ms. [PII]. And she should know um what uh it is um request.