AccountId: 011433970860
ContactId: 4c330b96-fea5-4610-94d6-48faf590ba15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310209 ms
Total Talk Time (AGENT): 83983 ms
Total Talk Time (CUSTOMER): 111313 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/4c330b96-fea5-4610-94d6-48faf590ba15_20250213T19:48_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Um,
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I have a um insured and her son on the phone. She has a whole life policy and she's asking if there's a cash value on the plan. Um, she, well she's initially calling because she needed to change her checking uh checking account information. I changed that, but she's wanted to know if there's a cash value on the plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, give me just a second so I can pull it up.
[AGENT][NEUTRAL] Is it for [PII]?
[CUSTOMER][NEUTRAL] Mhm, and she has another son, uh, policy on her son, and I can give you that policy number if you need it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, what is the policy number?
[CUSTOMER][NEUTRAL] 153842
[AGENT][NEUTRAL] All right. I can go ahead and take her.
[CUSTOMER][POSITIVE] Awesome thank you ma'am have a great one.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Good afternoon. Good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that you are willing to know if the policy has a um cash value. Is that correct?
[CUSTOMER][NEUTRAL] Well, yeah, we, we were under the impression that this bill.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] If you continue to pay the premium, that it, it continued to build.
[CUSTOMER][NEGATIVE] And what the amount now it was not right, is this whole life or term life?
[AGENT][NEUTRAL] Um, it is a whole life policy.
[CUSTOMER][NEUTRAL] And it's not it's not money.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um, it just has a set amount, um.
[AGENT][NEUTRAL] A set amount uh benefit amount.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well good after [PII] old. Is it any good for is mine any good after I'm [PII] old?
[AGENT][NEUTRAL] Uh, allow me just a second to look it up if there is any age, um.
[AGENT][NEUTRAL] All right, Ms. [PII]. I'm going through um your policy certificate to see um how it is, it's working.
[AGENT][NEUTRAL] Give me just a second so I can go through it.
[AGENT][NEUTRAL] All right, Ms. [PII]. I don't see um any information about age restriction.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, even um.
[CUSTOMER][NEUTRAL] Don't mind OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I die at [PII], it's gonna pay out that $9000.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEGATIVE] That'll bury me.
[CUSTOMER][POSITIVE] Alrighty and [PII]'s our sons.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We'll pay out the 13.
[AGENT][NEUTRAL] Yes, I can look, mhm, I can look at it too. Give me just a second.
[CUSTOMER][NEUTRAL] When he passes
[CUSTOMER][NEUTRAL] Go ask that question she just told you.
[CUSTOMER][NEUTRAL] But it doesn't his policy doesn't need the same as ours.
[CUSTOMER][POSITIVE] Yeah ready to sign.
[AGENT][NEUTRAL] Yes, that is correct. I don't see any age here.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] I hear you. OK. All right. Well, thank you so much. That answers our questions. I appreciate it so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're very welcome. Thank you for calling APL. Hope you all have a nice day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.