AccountId: 011433970860
ContactId: 49709029-4c47-41ce-9020-a1524f9f63f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415880 ms
Total Talk Time (AGENT): 94735 ms
Total Talk Time (CUSTOMER): 132545 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/49709029-4c47-41ce-9020-a1524f9f63f7_20250410T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, you said, I was calling concerning [PII] Senior.
[CUSTOMER][NEUTRAL] And um he had a coverage.
[CUSTOMER][NEUTRAL] An individual coverage.
[CUSTOMER][NEUTRAL] The policy number is 493019.
[CUSTOMER][NEUTRAL] The group number is AL.
[CUSTOMER][NEUTRAL] 9999.
[CUSTOMER][NEUTRAL] And he was trying to figure out, he's sitting right here.
[CUSTOMER][NEUTRAL] Um, what do we need to know about it?
[CUSTOMER][NEUTRAL] He said he want to know what the value on it if it's still.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess active I don't know.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm I'm here. So I've got it pulled up. Can I just verify date of birth and then the address you think we may have on file?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, now the date of birth is [PII]. The address that's on file, I have no idea.
[CUSTOMER][NEUTRAL] At that time, but the address is that now I can give to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is the address that he's at now is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. OK, so this policy was active in [PII].
[AGENT][NEUTRAL] It ended in [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right, when he retired.
[AGENT][NEGATIVE] So it's not an active policy. There's no there's no value to it. It's not been active in some time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what he wanted to know.
[AGENT][POSITIVE] OK, not a problem.
[CUSTOMER][NEUTRAL] OK, then.
[CUSTOMER][NEUTRAL] OK, thank you. Let me ask you something. Let me ask you something. So he was paying on this policy, right?
[AGENT][NEUTRAL] You might
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, so what you're saying it, it.
[CUSTOMER][NEGATIVE] It don't have no cash value to what he paid into it.
[AGENT][NEUTRAL] Don't believe so. Let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Oh, hold on, let me look it up.
[AGENT][POSITIVE] I'm pulling up the policy here. I appreciate your patience.
[CUSTOMER][NEUTRAL] OK, you're fine.
[CUSTOMER][NEUTRAL] It was ending in [PII] I.
[AGENT][NEUTRAL] Um, so I don't see anything that speaks to the value, um.
[CUSTOMER][NEUTRAL] Which
[AGENT][NEUTRAL] On the policy itself, but if you would like, I'm happy to put in a callback request to have somebody in um that department look into it and then they can call you and let you know if there's a cash value and then if there is uh what that would be.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK then, can you get the number?
[CUSTOMER][NEUTRAL] And call back, have a call back.
[AGENT][NEUTRAL] Yeah, absolutely, the [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I will put in a request to have somebody call you, uh, just give us about 24 hours, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] All right. Is there any, you're welcome. You have a nice rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.