AccountId: 011433970860
ContactId: 3ecf9f8c-91af-4953-aceb-159f7e6c59a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 548900 ms
Total Talk Time (AGENT): 144418 ms
Total Talk Time (CUSTOMER): 422019 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/3ecf9f8c-91af-4953-aceb-159f7e6c59a4_20250403T21:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII]. I don't have insurance with y'all.
[CUSTOMER][NEUTRAL] And I don't know who my husband has our insurance with.
[CUSTOMER][NEUTRAL] I'm actually looking for.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't want as much as we got on us, but it's like a life insurance policy for my daughter. She's [PII] and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I know she doesn't have anything and I'm gonna pay for it for her because I've been told her she's gonna need something.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] She's kind of going on a trip for a week to somewhere and uh she's got two grown kids, one's [PII] and [PII] I don't know, [PII], and she's asked me to keep the kids and that's fine and all, but she never thinks ahead about things and I told her, I said, well, you don't go on a trip.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You need to have some life insurance and she.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] She's invent and it just dawned on me. I've always had good life insurance, so I, well, because you never know what's gonna happen in life and you don't wanna leave.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] No, you're absolutely right.
[AGENT][POSITIVE] Yeah, and you want your loved ones to be taken care of if the worst happens. You're absolutely right. Um, so I will tell you.
[CUSTOMER][NEUTRAL] And uh anyway.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I told her I said I know it's more.
[AGENT][NEUTRAL] Yeah well but it's it's a forward thinking and that there's nothing wrong with that um so with our company we don't offer individual policies the policies that we offer are through employers, so it's all going to be through people who have that through their work.
[CUSTOMER][NEUTRAL] Do what baby?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's uh.
[CUSTOMER][POSITIVE] That's the way my husband and ours are. I think he's got about $250 on him and 250 on me, and then he's got the workup because I make another $100 if he, you know, while he's working there, if anything happens, it pays through that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I want to get life insurance company does not do that. I don't really.
[AGENT][NEUTRAL] I'm really not sure.
[CUSTOMER][NEUTRAL] She works for
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You see you can buy life insurance policies in different places, but
[CUSTOMER][NEUTRAL] I don't know anymore. Um, who do y'all carry? Y'all don't carry, uh, sibling, do you or?
[AGENT][NEUTRAL] Um, it's our own.
[CUSTOMER][NEUTRAL] Empire trucks or anything.
[AGENT][NEUTRAL] Uh, what, what do you mean? I'm sorry, you mean, uh, employers?
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Yeah. Do y'all carry them?
[AGENT][NEUTRAL] Oh, we do work with several companies. Um, what was the name of the business? I'm sorry.
[CUSTOMER][NEUTRAL] If our trucks dribbling it's a dribbling company or if our trucks will be dribbling probably.
[AGENT][NEUTRAL] Empire Trucks. OK, let me take a look. Give me just a moment.
[CUSTOMER][NEUTRAL] Yeah, I do. I just was curious if y'all, I don't really.
[AGENT][NEUTRAL] No, it's fine.
[AGENT][NEUTRAL] No, we don't have
[CUSTOMER][NEGATIVE] I don't even know who I should.
[AGENT][NEUTRAL] No, we don't have the Empire trucks.
[CUSTOMER][NEUTRAL] Stribling or empire, OK.
[CUSTOMER][NEUTRAL] Yeah, we got a book with stuff with all that in it, but I don't know.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I, I guess I need to get it to my daughter just in case and make sure she's got it but, I mean, we're getting older, you know, and uh
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][POSITIVE] You know, to me, it's worth it because say something happens to us.
[CUSTOMER][NEUTRAL] We've got enough to pay for.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] You know, burial and then they.
[CUSTOMER][MIXED] A good, good enough money left over for them to live not comfortably, you know, so.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] And my house is paid for, so if something were to happen, that'll leave something for my grandkids and, and my daughter, so.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Well, um, let me.
[CUSTOMER][NEUTRAL] Let me, um, I'm gonna try to call her around cause she's wanting to go on this little trip to [PII], and I thought, Lord God Almighty, why are you going down there? Have you heard anything? I know it.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] They're going on a cruise down there. She said, you, do you have the same feeling?
[AGENT][NEGATIVE] Oh man, that's even scarier.
[CUSTOMER][NEGATIVE] I just, to me, I wouldn't go there for nothing. I'd be too scared. Well, I'm already too scared for her to go.
[AGENT][NEUTRAL] Yeah, well,
[AGENT][NEUTRAL] Even cruises just in general.
[CUSTOMER][NEUTRAL] Uh, I just
[CUSTOMER][POSITIVE] I know it. I, I told her, I said, baby, why you that? She's always been a little bit on the spoiled side. I love her with all my heart.
[CUSTOMER][NEUTRAL] Well, see, I mean, I'm not kidding. She, you know, I, I had people when I work places, they would say, you spoil your children, but especially her cause I only had one daughter and one son and so.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] I mean she had whatever.
[AGENT][NEUTRAL] Princess.
[CUSTOMER][NEUTRAL] And uh but
[CUSTOMER][NEGATIVE] So it's, it's aggravating because she don't even realize how much she puts us through when we're older, you know, it's scary, but
[AGENT][NEUTRAL] Yeah. Oh, I know it.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEGATIVE] I wish she would not do these dangerous things and then she don't even think about it. She's got two kids that rely on her, you know, which she knows.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] It was funny. She said, Mom, can you keep the kids next week? I'll wait.
[CUSTOMER][NEUTRAL] And I wrote back, no, I don't want to. And, and, and she knew, she said, well, I knew you, and you know, it was just comical because she knew I wanted them, you know, I always want them.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] She never, she don't and, and look, and the worst thing was, you think I learned with her. No, my little grandson, he's [PII]. He now my granddaughter that's [PII], she never takes, I mean, I give her money, I put money in her account because I, I opened it 4 years ago. So I'll put, you know, but so I'll put a couple $100 in there and, and, uh, but my grandson, man, he had no problem with grandma.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I wanna go out eat tonight at such and such and he likes to eat high dollar and buy high dollar. He thinks we don't run out of money. Now we're not got rocks, but he thinks we.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] He just, but I told you like.
[CUSTOMER][POSITIVE] And he did, he was funny. We, we went somewhere and he said, Grandmama, can I, oh, I know it wasn't, we spent $80 at the little
[CUSTOMER][NEUTRAL] Of all things, he wanted some drinks. Well, I didn't feel like going to the Kroger or nothing like that. So we pulled in the Walgreens and I kid you not I spent $80 on him buying drink stuff. And it was all these weird
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] I know it. Well, he bought like a big, you know, the 2 L drinks, but, and then he bought these specialty.
[CUSTOMER][NEUTRAL] Energy drinks with protein and all this stuff and I'm like what you have but a bag uh like two bags. I'm like look I'm like what did we buy?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Big yum. Oh my goodness.
[CUSTOMER][NEUTRAL] But he looked
[CUSTOMER][POSITIVE] He tickles me because he knows Grandmama. He knows Grandmama get him whatever he wants and it's funny little buzzard, he's a buzzard and a half, but I love him so much.
[AGENT][POSITIVE] That's sweet though.
[AGENT][POSITIVE] Well, I'm sure sorry there's not more I could do to help with you and I'm, I really hope that everything goes well on her trip. I hope she has a good time and everything works out real well.
[CUSTOMER][POSITIVE] He and I'm glad.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] I do too, baby, but you, so you don't have any idea like what kind of like state form or any kind of thing like that? I mean,
[AGENT][NEUTRAL] No, ma'am, I'm not sure who offers those individual policies outside of employers. um, I know, uh, well, or that who even really offers life policies? Have you looked at Aflac?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The, uh, see if they offer.
[CUSTOMER][NEUTRAL] Affleck.
[AGENT][MIXED] Do they, I don't know that they offer life policies. I think that they do, but I could be wrong.
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] Yeah, no, no, that, I'll try that then, um, I, like I said, I hadn't had to fool with that in years when I was younger, back in the day, you get life insurance policies anywhere, you know, and they offered the life insurance and I don't remember how many of those things I'd buy buy life insurance policy back way back, I put my parents on it, you know, and then.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You know, different things change and um.
[CUSTOMER][NEUTRAL] But anyway, uh, he handles all that now. And uh like I can't, I can't even cause of her age, you know, I, she don't, she's not on any of my stuff, you know, so.
[AGENT][NEUTRAL] Yeah. Uh, have you tried, um, have you tried [PII]?
[CUSTOMER][NEUTRAL] I mean, I think.
[CUSTOMER][NEUTRAL] No, I haven't. OK, that's a good idea. I think I heard about them before.
[AGENT][NEUTRAL] I was just remembering I think that's who, I think that's who my dad has, um, so I, I think they do individual.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I would give them a shot.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] I think I will cause I, I've been needing to get her this anyway because she don't ever look at things like that but it say something happens.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That would, we would have to pay that money plus she don't want to leave this world with the babies not having anything and then we got stuff for them, but you know.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I mean, it's just a good thing to have like everybody should have it, I think, but anyway, well thank you, darling. I'm gonna try on again and everything.
[AGENT][POSITIVE] Yeah, oh, you are very welcome. Yes ma'am, thank you. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] You too, baby.