AccountId: 011433970860
ContactId: 5166b082-1ea8-400d-93f3-2622c9810766
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251960 ms
Total Talk Time (AGENT): 104085 ms
Total Talk Time (CUSTOMER): 62480 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/5166b082-1ea8-400d-93f3-2622c9810766_20250410T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I got a notice saying my daughter was taking off my, uh, off the life insurance, and I was, I don't even remember signing her up. I was trying to see whether it's through my job or, or what happened with that cause I don't remember signing up for life insurance for her.
[AGENT][NEUTRAL] Oh, OK, yes sir, we can look at that and see what happened. Um, do you happen to have that policy number?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] OK, and what is your name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. I appreciate that. It's just gonna take just a minute to pull up, but um it's working on it.
[AGENT][NEUTRAL] Uh, and you are in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, um, can I get you to verify your birthday and address for me?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Oh, did you say [PII]? I'm sorry, it cut out just a little bit.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you, I appreciate that and can you also verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. Let me see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now, I do show that you have an accident policy with us and a critical illness policy. I'm not seeing a life policy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But my daughter.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK. Yeah, maybe it's through my job then. uh [PII] is her name. [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, sir. Now, I do see her on your critical illness policy and she was removed because of, um, she's reached the age of [PII]. And then when, when the children they reached [PII], they automatically come off. That's what happened. And this is on her your critical illness.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, do I get, uh, do I save money or was I not paying anything for that?
[AGENT][NEUTRAL] Um, well, right now is still on your policy, so the premium is the same, um, because it's single parent coverage.
[CUSTOMER][NEUTRAL] OK, so, so will it change?
[AGENT][NEUTRAL] It, no, sir. It will stay the same.
[CUSTOMER][POSITIVE] Oh, so that was free.
[AGENT][NEUTRAL] Uh, yes, you can have as many children on your policy, um,
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] But then as they reached the age of [PII], you know, they start aging off.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] OK. Yes, sir. You're welcome. Can I do anything else for you?
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] OK. Thank you, Mr. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thanks.