AccountId: 011433970860
ContactId: 332cca41-1106-4407-aab1-ad4a04d544f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 631989 ms
Total Talk Time (AGENT): 320218 ms
Total Talk Time (CUSTOMER): 195831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/332cca41-1106-4407-aab1-ad4a04d544f2_20250501T13:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling. I was a member of uh APL. I had 3 policies. I had a um
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] And I see you and I had uh
[CUSTOMER][NEUTRAL] To life policies.
[CUSTOMER][NEUTRAL] And I was calling in to check on it uh.
[CUSTOMER][NEUTRAL] And give you my social security number.
[AGENT][NEUTRAL] OK, you said that your last name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's not and it's under my maiden name, that [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what's the callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you, and so how again can I help you today? You said you have questions on your policy?
[CUSTOMER][NEUTRAL] I had 3, I had 3 policies. I, uh, retired from the Concordia Parish School Board and uh you all sent me 3 different letters. One was to you. One was about me and my life policy, and one was on my son, and I was calling to see.
[CUSTOMER][NEUTRAL] Oh, the one of them, the lady said she's gonna call me back but she never eat.
[AGENT][NEUTRAL] OK, so you just, I mean, are you wanting to verify, I guess so that I can further help you, Miss [PII], what kind of questions do you have today? Is it on all of your policies or just?
[CUSTOMER][NEUTRAL] I wanted to see.
[CUSTOMER][NEUTRAL] Uh, no, it's just, it was one, it was a life policy, and I wanted to, it was in cash value on it.
[AGENT][NEUTRAL] Excuse me, I'm sorry.
[AGENT][NEUTRAL] OK, yes, ma'am. So you're wanting to find out about if there's cash value on one of your life policies?
[CUSTOMER][NEUTRAL] Mhm. Right now, lady told me I had 30 days.
[AGENT][NEUTRAL] OK, yes, um.
[CUSTOMER][NEUTRAL] To decide if I wanted to keep all of them. And also so she told me she would let me know if it had any cash value.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I can take, I can try and help you with this. So first off, um, you said that you do not have your policy numbers?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. All right, so what.
[CUSTOMER][NEUTRAL] I had them.
[AGENT][NEUTRAL] OK, so what is your full social, um, please, Ms. [PII]?
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. So one moment and let me see if I can pull your information up that way.
[AGENT][NEUTRAL] OK, so what I will need to do first off is to verify some of your information for security purposes, OK?
[AGENT][NEUTRAL] So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm very sorry about that, Miss [PII]. OK, so just a moment and then on your.
[AGENT][NEUTRAL] On your life policy, what is, what is your son's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and then the home mailing address that we would have on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then the phone number that we have on file is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] OK. And then lastly your email address?
[CUSTOMER][NEUTRAL] My email address, my personal one is [PII].
[AGENT][NEUTRAL] OK, thank you. All right. So, on this policy, I do see
[AGENT][NEUTRAL] OK, so this one, yes, ma'am. Are you able to, so you decided not to continue these or you still plan were you planning to continue these?
[CUSTOMER][NEUTRAL] I was, I'm thinking about it, but I did want to see with a cash on it.
[AGENT][NEUTRAL] OK, so I can see actually that the lady who was supposed to be calling you did call you.
[AGENT][NEUTRAL] Um, on [PII] and she left you a message.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] For you to call her.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So what I can do is I can see if.
[CUSTOMER][NEUTRAL] Allow me at all.
[AGENT][NEUTRAL] OK, so yes, ma'am, it says she did leave a message as well. So let me see if she is available.
[AGENT][NEUTRAL] Um, that she could speak to you regarding this?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So give me just one moment if you don't mind.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm gonna try and connect you with her and if there's um.
[AGENT][NEUTRAL] If she's not available I will get back on the line with you, OK?
[AGENT][NEUTRAL] And let you know that and I could take a message to have her try and call you again but instead of you all playing phone tag any longer I'm just gonna see if I can directly connect you.
[CUSTOMER][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Well, is there anything else uh that I can help you with and you can also just, you know, explain to her if you're wanting to keep, if you, once you get the information from her, you can discuss, you know, your other policies as well.
[AGENT][NEUTRAL] Now if you would, are you able to write down this policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hold on, let me get me a pen.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] which one this policy number is for?
[AGENT][NEUTRAL] This one's gonna be [PII]'s whole life policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] 720.
[AGENT][NEUTRAL] 756.
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Wait a minute, say that again.
[AGENT][NEUTRAL] 7
[AGENT][NEUTRAL] 20.
[AGENT][NEUTRAL] 756.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK. And was that, OK. That is for him.
[AGENT][POSITIVE] So, if you will give me just one moment, I'm gonna try to get you connected and again, if that is all I can help you with, it's been my pleasure in speaking to you today, Ms. [PII], and I hope that you have a very nice day.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You lose any money.
[AGENT][POSITIVE] Yes, ma'am. Thank you so much. So one moment, please.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Let me get her number pulled back up so I can transfer you.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling IPO. This is. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So, I have, um, a Ms. [PII], on the [PII] on the line. You had actually tried to call her on the [PII] and left a message for her. It's regarding cash value on one of the policies that she had with us for her son.
[AGENT][NEUTRAL] That policy is 720756.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me
[AGENT][NEUTRAL] She's listed as [PII]. She's, I think she said that was her maiden name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But she had 3 policies. They also termed 31 of 25.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, um, she retired.
[AGENT][NEUTRAL] One's an RCLT which has no cash value and the other one's an ICC3 so I don't know if she's planning to continue any of those or not, but she was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm so sorry, [PII] I can't put the phone on mute quick enough, hold on.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][POSITIVE] Oh goodness, but she's fully verified and the phone number in the system is the best number for her.
[CUSTOMER][NEUTRAL] OK, thank you. And do you have the um policy number for the, the other two policies by chance?
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Uh-huh. The ICC 3 is 625804.
[AGENT][NEUTRAL] And the RCLT 3007 is 77.
[AGENT][NEUTRAL] 893 3.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Well, you're certainly welcome. So are you ready for um to speak to her?
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][POSITIVE] OK, well, thank you so much. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.