AccountId: 011433970860
ContactId: 42b244a1-7968-478d-a61d-48f41bf23c9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215410 ms
Total Talk Time (AGENT): 80236 ms
Total Talk Time (CUSTOMER): 67561 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/42b244a1-7968-478d-a61d-48f41bf23c9a_20241230T17:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes ma'am. Uh, my name is [PII]. I was calling about a policy I got on my brother [PII] Case.
[CUSTOMER][NEGATIVE] And I asked for a policy on it. I never received one.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] What type of policy was it?
[CUSTOMER][NEUTRAL] It's a life policy what the what the number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, 00.
[CUSTOMER][NEUTRAL] 506.
[CUSTOMER][NEUTRAL] 676.
[AGENT][POSITIVE] OK, hold on one moment, thank you for that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And while I'm pulling the policy, what's a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And Mr. [PII], I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] It's a policy on me [PII] uh [PII].
[AGENT][POSITIVE] Thank you. And your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And what questions did you have about the policy?
[CUSTOMER][NEUTRAL] OK, what, what's the value on that policy?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] 15,000.
[CUSTOMER][NEUTRAL] And the and the beneficiary?
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] That would be me. Now what can I do to get a policy on that? I've been asking for one about 2 or 3 months. I can't never get one.
[AGENT][NEUTRAL] What do you mean a policy like your documents showing like the coverage?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So there's not one, hold on one moment.
[AGENT][NEUTRAL] OK. I don't see a request here, so I'll go ahead and make the request for the document to be mailed to your PO box, um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So I'll go ahead and do that for you now.
[CUSTOMER][NEUTRAL] They probably.
[CUSTOMER][NEUTRAL] Alright, that'd be due on the [PII] this month, right?
[AGENT][NEUTRAL] Say that one more time.
[CUSTOMER][NEUTRAL] Payment due on the [PII] of next month I'm saying.
[AGENT][POSITIVE] You're correct, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, no, it's, this, this, this, uh, anyway, anyway, uh, the [PII] and that's so that's, that's my, uh, guarantee anyway, but anyway, I just, I'm just making sure that's all.
[AGENT][NEUTRAL] Yes, sir. So I'll have it mailed to your PO box and it's gonna be your policy documents with the breakdown and um the coverage.
[CUSTOMER][NEUTRAL] Just making sure.
[CUSTOMER][POSITIVE] Alright, thank you though. It's a life cost you $15,000.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright thank you man.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great day and happy New Year.
[CUSTOMER][NEUTRAL] You too, ma'am. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.