AccountId: 011433970860
ContactId: 4358d5cf-13fa-4a9d-bc39-bd9547d550c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362209 ms
Total Talk Time (AGENT): 182641 ms
Total Talk Time (CUSTOMER): 93524 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/4358d5cf-13fa-4a9d-bc39-bd9547d550c1_20250203T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you this morning?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Good. I have a gentleman on the line who's calling to make a payment on this policy, but it is showing as termed as of [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's on policy number 506-676.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The owner is the one on the phone and his name is [PII].
[CUSTOMER][NEUTRAL] And the policy is for [PII].
[AGENT][NEUTRAL] OK, it is a whole life.
[AGENT][NEUTRAL] Mhm. All right. Give me.
[AGENT][NEUTRAL] Just a second so I can look at the notes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEGATIVE] I'll be honest, I'm not sure about how it works with whole life policies. It says that it's over loaned.
[AGENT][NEUTRAL] Um, there was no response to the over owned letter, um, for him. So, um, [PII] is the one who handles this. I will be just addressing him to that. We will be giving him a call back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. All [PII]. And the phone number that's in line is going to be the one, that's his number. That's not [PII]'s, that's [PII]'s. The [PII].
[AGENT][NEUTRAL] Um, in regards to it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] So yes ma'am if you can let him know that everything else is accurate.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Mm, all right, thank you very much. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks, [PII]. Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Good morning, Mr. [PII].
[CUSTOMER][POSITIVE] Good morning ma'am.
[AGENT][NEUTRAL] Hello, this is [PII] customer service. I was just advised that.
[AGENT][NEUTRAL] I like to make a payment on your policy?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so, um, we have a few things to go over, um,
[AGENT][NEUTRAL] About November last year, um, we had
[AGENT][NEUTRAL] Oh, my apologies.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Hey what?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, at the, at, yes, at the end of the month, we
[AGENT][NEUTRAL] Had to um cancel the policy to some over loan amounts. Um, I will say that the person who handles the whole life policies is not available today um to go over what can be about the policy. Um, I will say that I will go ahead and write down your callback number and information and the person will be giving you a call back tomorrow, um, as soon.
[AGENT][NEUTRAL] They become available. Does that sound good?
[CUSTOMER][NEGATIVE] They, they, they, in November they all took my payment.
[AGENT][NEGATIVE] Um, yes, but, uh, we sent a letter of our over loaned to you. Um, there was no response from it.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEGATIVE] I didn't get no, I didn't get no man.
[AGENT][NEUTRAL] Um, those, those are the notes that we have here. Um, again, I will go ahead and write down all your information, um, and if you would like us to, um, we will go ahead and give you a call back tomorrow. Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You sure was late now you gonna be?
[AGENT][NEUTRAL] Um, sorry?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Who, who would I be looking for a car?
[CUSTOMER][NEUTRAL] Who's gonna call me back tomorrow?
[AGENT][NEUTRAL] Um, we will be calling back to you. Um, we already have your, um, callback number and the person and the person, the one ending in [PII].
[CUSTOMER][NEUTRAL] What number you got?
[CUSTOMER][NEUTRAL] Yeah, that's me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um the person who will be giving you a call back will be Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They look white.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] Send it you there?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, places like that, they, they can reinstate and stuff like that and talk to them probably, huh.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] You probably reinstate it, huh.
[AGENT][NEUTRAL] Yes, it will be probably need a document like that.
[CUSTOMER][NEUTRAL] It'll be what now?
[AGENT][NEUTRAL] Uh, yes, it will probably need to be reinstated, but um I am not, unfortunately, I'm not the person who has all the information about the policy, so, um, Ms. [PII] will be talking over to you about what has to be done.
[CUSTOMER][NEUTRAL] What you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you dear.
[AGENT][POSITIVE] Mhm. You're welcome. Have a nice day.