AccountId: 011433970860
ContactId: 4e710d7d-affc-4faf-9284-f2c3a2e622df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195259 ms
Total Talk Time (AGENT): 66830 ms
Total Talk Time (CUSTOMER): 66132 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/4e710d7d-affc-4faf-9284-f2c3a2e622df_20250624T20:02_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was trying to get some information on my uh life insurance with diversified food season.
[AGENT][NEUTRAL] OK, do you have your uh policy number?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, uh, she, uh, she came, I think, uh, last week, but, uh, I went to lunch and I missed on it, so I, I never did get a, get a policy number.
[AGENT][NEUTRAL] OK, uh, do you have your, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Yes, ma'am. So [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Now HR she she was saying that you can, you can send it to our email if you can uh information that we have.
[AGENT][NEUTRAL] Um, let's see, uh, what was your first and last name?
[CUSTOMER][NEUTRAL] Uh [PII], last name [PII]
[AGENT][NEUTRAL] OK, uh, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], and can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then lastly just a good call back number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like I've got, um, you have a group critical illness policy and a group accident. Looks like the term life terminated in [PII]. Do you know when it's supposed to be reinstated or?
[CUSTOMER][NEUTRAL] It was, it was terminated group life.
[AGENT][NEUTRAL] Yeah, that was um in [PII].
[AGENT][NEUTRAL] Did you
[CUSTOMER][NEUTRAL] Now the
[CUSTOMER][NEGATIVE] No, I didn't, I didn't, uh, I didn't terminate nothing.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Well, that it would be by your employer. you can't terminate um because it's through a group policy so you'd have to check with your employer.
[CUSTOMER][NEUTRAL] I think that's that's
[AGENT][NEUTRAL] But we don't have a term life, we don't have a life insurance policy effective, so.
[AGENT][NEUTRAL] You just have accident and critical illness.
[CUSTOMER][NEUTRAL] OK, so, so you mean we, we don't have anything if, if I die today, I won't have nothing to go to the uh the funeral home with?
[AGENT][NEUTRAL] Yeah, I don't, I don't have anything under American Public Life. I'm not sure if maybe they're using another company now or.
[CUSTOMER][POSITIVE] OK, I got to get with them because you.
[AGENT][NEUTRAL] So you'll, you'd wanna check with your employer.
[CUSTOMER][POSITIVE] Yeah, because uh this, you know, I've been there 18 years and I ought to have something.
[CUSTOMER][NEUTRAL] Yeah, OK, I, I'll get with HR and uh and see what we come up with and make sure it's not taken out of my check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good afternoon.