AccountId: 011433970860
ContactId: 45a71806-e451-4a82-8b71-fee8e06adb4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230979 ms
Total Talk Time (AGENT): 104720 ms
Total Talk Time (CUSTOMER): 104075 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/45a71806-e451-4a82-8b71-fee8e06adb4c_20250611T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is uh [PII]. I'm calling about a recent transaction, um, it was, uh, it's automatically uh basically pulled it from a checking account and just trying to figure out where what what the transaction is for. I don't recall, um, what it's for, so I was kind of hoping we could figure this out. It's it's for my mother and it's an insurance premium that came right out of her checking account and um I'm, I'm unaware of what insurance she has through you guys. I'm just trying to verify.
[AGENT][NEUTRAL] I see. Sure, OK, yes, so, um.
[AGENT][NEUTRAL] The transaction just stated it was from American Public Life, so we're just needing to see what kind of coverage she had.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, just trying to figure what it's for.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No worries. Alright, we can get that pulled up and take a look, um, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. um, I imagine you don't have a policy number or anything like that?
[CUSTOMER][NEUTRAL] No, I don't, um, I, I have my mother's, uh, first contact information.
[AGENT][NEUTRAL] OK, um, do you have her social? I could search for her that way.
[CUSTOMER][NEUTRAL] Sure, Mom, what's your social?
[CUSTOMER][NEUTRAL] Your social security number [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, got it thank you one moment.
[AGENT][NEUTRAL] OK and then what was her name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and is she to where I can speak with her and verify her information real quick?
[CUSTOMER][NEUTRAL] Yeah she's right here hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello, ma'am. Can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? this is [PII] with uh HPL.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So I'm just gonna need to verify some of your information really quick if you don't mind.
[AGENT][NEUTRAL] Uh, can I get your date of birth, please?
[CUSTOMER][NEGATIVE] OK, you're kind of breaking up.
[AGENT][NEUTRAL] Oh, I'm sorry, can you
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying that. And then do we have your permission to speak with [PII] on your behalf?
[CUSTOMER][POSITIVE] Oh yes, he's my executor, thank you.
[AGENT][POSITIVE] Perfect, I appreciate it, thank you.
[CUSTOMER][POSITIVE] I give it back to him. Thank you, ma'am. You'll have a good day.
[AGENT][POSITIVE] Yes, ma'am. Thank you. You too.
[CUSTOMER][POSITIVE] All right back with you.
[AGENT][NEUTRAL] Alright, thank you so much for that. OK, so she does have a policy active with us. It looks like it is a cancer policy. If you'll give me one moment, I will get that pulled up and we will verify that.
[AGENT][NEUTRAL] Uh, this policy has been active.
[CUSTOMER][NEUTRAL] Now that you mention it, I remember now.
[AGENT][NEUTRAL] Yeah, it's been active since [PII], yes.
[CUSTOMER][NEUTRAL] Yeah, I, I remember.
[CUSTOMER][POSITIVE] Yep, OK, got you. We're square. I just wanna make sure I just saw it on our, on our bank statement and I just wanna make sure so we're good.
[AGENT][POSITIVE] Oh sure, yeah, definitely, no worries. Uh, did you want that policy number for your records or anything?
[CUSTOMER][NEUTRAL] Alright, and that and that's, that's a once you that.
[CUSTOMER][NEUTRAL] Oh, I remember there actually we, we have some um some literature, um, in, in one of our uh cabinets and so this, this is a this is just a yearly premium, correct?
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Let's see how she's got it set. Give me just a moment.
[CUSTOMER][NEUTRAL] I think it's just yearly so it doesn't come out for the first time so I've seen it.
[AGENT][NEUTRAL] Um, it looks like we've got it, uh, quarterly.
[CUSTOMER][NEUTRAL] Quarterly, OK, that's fine.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, did you have any other questions for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am, that works.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you all have a great rest of your day.
[CUSTOMER][POSITIVE] I appreciate it bye.
[AGENT][POSITIVE] Thank you bye bye bye.