AccountId: 011433970860
ContactId: 324d6114-ec7c-4db7-abee-e36e151de955
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321040 ms
Total Talk Time (AGENT): 100896 ms
Total Talk Time (CUSTOMER): 119726 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/324d6114-ec7c-4db7-abee-e36e151de955_20250122T15:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I needed a little bit of assistance on um our life insurance policy with you guys.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with your policy. Uh, can I get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Absolutely it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] OK, um, can I get, um, your social security number and that will pull in the policy for us?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Absolutely. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][POSITIVE] And it should show some policies hopefully if it's all joined together for both me and my husband [PII].
[AGENT][NEUTRAL] OK, and let me repeat, it's 414-477-381?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, Mar [PII], you spell your last name or your first name [PII] and your last name [PII]?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII] is your last name, is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then my husband is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think I may have found you guys.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Verify my what?
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] Oh, my date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so looking with your date of birth, your social security number, um, I do not show that you guys have any active policies with our company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Did we?
[AGENT][NEUTRAL] And there was a time um when [PII] had an active policy but without his consent I can't give information about it um but it is a lapsed policy it's no longer active.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I let's see, I, I'm hoping I've called the correct company because.
[CUSTOMER][NEUTRAL] This was one where.
[CUSTOMER][NEUTRAL] Because I actually was the one all the payments came out of my checking account um can you at least tell me like when it ends like when it stopped being a policy with you guys?
[AGENT][NEUTRAL] Uh, in the year of [PII].
[CUSTOMER][NEGATIVE] OK, all right, well then I've, I have definitely called the wrong cup of cake. Sorry, I almost have a little panic attack over here. I mean, we're talking like I'm going, hold on a second, and obviously you guys apparently rang a bell in my head and when my husband's like, we've got a call and we need to put this because we just did a mortgage and yeah, sorry, mild panic attack right here. Oh.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am. No.
[AGENT][NEUTRAL] OK, that's OK. That's OK.
[CUSTOMER][NEUTRAL] OK, that at least takes the panic off my plate. OK, good.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Now it's time for me to figure out what's the name of the company where I live because even my husband was like, oh, American Public Life. I'm like, yeah, that's right. OK, nope, he was wrong.
[CUSTOMER][POSITIVE] Alright, good deal. OK, let me take a deep breath and figure out who I need to call. Thank you so much.
[AGENT][POSITIVE] That's all right. OK.
[AGENT][POSITIVE] Yes, ma'am. You have a blessed day, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Have
[CUSTOMER][NEUTRAL] Bye now.
[AGENT][NEUTRAL] Alright, bye bye.