AccountId: 011433970860
ContactId: 438d00d4-984c-47a3-a1af-5e6c9a18f30b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365540 ms
Total Talk Time (AGENT): 97844 ms
Total Talk Time (CUSTOMER): 52001 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/438d00d4-984c-47a3-a1af-5e6c9a18f30b_20250313T17:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. My husband has a cancer policy through American Heritage Life Insurance Company, and we want to cancel it.
[AGENT][POSITIVE] OK, [PII], I'm happy to take a look. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 55.
[CUSTOMER][NEUTRAL] AL 98
[CUSTOMER][NEUTRAL] 3642.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And I apologize, [PII], who did you say the company was again?
[CUSTOMER][NEUTRAL] Um, it was, he had gotten it through his company Crosby Tugs, but it's um.
[CUSTOMER][NEUTRAL] I have a paper that says Allstate benefits American Heritage Life Insurance Company.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Out of [PII].
[AGENT][NEUTRAL] I don't know if that's [PII] because we were based at one point out of [PII] in [PII] but not [PII].
[AGENT][NEUTRAL] Um, let me try and see what I can find here.
[AGENT][NEUTRAL] Can you give me the last name that it would be under?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK. And then what's his first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What state do you guys live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me try another way. Has he had it for some time?
[CUSTOMER][NEUTRAL] Yes, we've had it for a while.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, cause I know we have some older ones that pull up a different way, so I'm gonna try that also here.
[AGENT][POSITIVE] It's urge and I apologize for the wait.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so, yeah, I'm not able to find anything vanilla by that information and doing a Google search, it looks like American Heritage Life Insurance um was acquired by Allstate in [PII], and so I believe that it's with a different company. I can give you a phone number or a phone for them.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, their customer service number is 1-800.
[AGENT][NEUTRAL] 521.
[AGENT][NEUTRAL] 353 5.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It does show their mailing address in [PII], so I believe it's just with Allstate now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'll give them a call.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Alright sounds good thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye.