AccountId: 011433970860
ContactId: 5d5084c7-acd1-4dba-a803-c210b08dbb4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1056939 ms
Total Talk Time (AGENT): 262903 ms
Total Talk Time (CUSTOMER): 289963 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/5d5084c7-acd1-4dba-a803-c210b08dbb4e_20250411T15:48_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to get some information on, um,
[CUSTOMER][NEUTRAL] On the insurance policy I have with your company, I called a minute ago and spoke with a young lady by the name of [PII].
[CUSTOMER][NEUTRAL] And uh she couldn't find any information on uh the insurance that I'm supposed to have with you. So I did find something and I'm wondering if you can help me with that. And your name again is?
[AGENT][NEUTRAL] Mhm. Sure. My name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, so, OK, alright, so, alright, and my name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you and let me have.
[CUSTOMER][NEUTRAL] And let me see if I
[AGENT][NEUTRAL] Mhm, I'm sorry.
[CUSTOMER][NEUTRAL] Let me see if I can give you his policy number and see what you can come up with.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's on my husband. Let's see.
[CUSTOMER][NEUTRAL] She said I had a cancer policy and it was canceled in [PII], but I'm still paying $20 a month on something. So let's see if this is what I'm paying the $20 a month on. The policy number is 1.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] L as in Larry or whatever 40389.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] And the insurer's name insured is [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK. And let me have a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, let me try that number. Bear with me just a sec.
[AGENT][NEUTRAL] OK, one minute.
[AGENT][NEUTRAL] OK. And um do you know um his date of birth, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And can you verify the mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. Yes, that is correct. This is the policy that you're paying on.
[AGENT][NEUTRAL] And it's for Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What information are you needing on the policy, Miss [PII]?
[CUSTOMER][NEUTRAL] I'm trying to find out the value of it now and all of that kind of thing. Is it still the same? Uh, did I take out anything or what, just, just what it do, what, what is it telling you?
[AGENT][NEUTRAL] Oh, OK. Well, I have some information, but I'm not gonna have all that information. And that's usually handled by customer service, but let me see what I can find, OK? Um, let's see. Mm.
[CUSTOMER][NEUTRAL] OK. What does
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you did say that the address [PII] is correct, correct?
[CUSTOMER][POSITIVE] That's correct. Uh-huh.
[AGENT][NEUTRAL] OK, OK, um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm just going through all the notes, OK, bear with me.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like you did have a loan. Let me check and see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me get customer service and see if they have any information about that, OK? Because I'm, I'm not gonna be able to see that in my end, OK, so bear with me just a second, let me get customer service on the line.
[CUSTOMER][NEUTRAL] Yeah, I did.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I do apologize for that long wait. OK. All right. uh, so, um, we have a representative that works with the loans and the value and all that. And now she's not in right now, so I had to go ahead and send a request um for her to give you a call back with that information. Is that OK?
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] But yeah, but see, someone has already put one in, so I don't know if you need to do another one or not. So I thought maybe since I found the information that I have in front of me, I thought I'd be able to speak with someone, uh, and I would not have to wait, but I guess that's not the case. So whatever needs to be done has to be done, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, no.
[AGENT][NEUTRAL] Uh, yes, in this, I'm so sorry, but yeah, it, it is the person who handles all that is not in right now. So, um, she, um she's gonna be, um, in, I think in about a week, so you don't want to wait that long and that's why I had to send it to a different department so they can assist you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, and I do apologize for the inconvenience. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, you can just go ahead and I just put yours in too. Maybe it'll get somebody will get it and I can see what's going on.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And Ms. [PII], let me give you your policy number if you wanna write it down for next time you have it.
[CUSTOMER][POSITIVE] All right then, thank you very much.
[CUSTOMER][NEUTRAL] Hold on just a moment. Let me get all of this, yeah. Give me just a minute.
[AGENT][NEUTRAL] Uh-huh. Sure. Yes. Yes, go ahead. Mhm.
[CUSTOMER][NEUTRAL] Alright, now what number are you going to give me?
[AGENT][NEUTRAL] The policy number. This is the policy number.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, I have the policy number I guess unless it's different from what you have.
[AGENT][NEUTRAL] Um, yeah, it is different from what you gave me. It's a little bit different. The, the number you gave me is an old policy number, and they switched those numbers. Um, so you have a different policy number here in the system, even though we can find it with the old one, but you do have a new one. If you need this one, so they can find you a little bit faster, uh, I can go ahead and give it to you.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] OK, now is this, uh, yeah, this is American Public Life. OK, give me the uh policy number. Hold on, hold on just a moment, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, sure, yes.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, the policy number, and this is the one under [PII] and it's the one that you're paying the $20 under, is 153.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 496.
[CUSTOMER][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] 496153496153496.
[AGENT][NEUTRAL] Yes, let me repeat it again.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Yes, that is correct. 153496. Mhm.
[CUSTOMER][NEUTRAL] OK, now tell me this, so this is uh uh.
[CUSTOMER][NEUTRAL] This is not a term policy, is it?
[AGENT][NEUTRAL] No, this is a whole life policy.
[CUSTOMER][POSITIVE] It's a whole lot, so thank the [PII]. Somebody gave me something that I can do something with. I pay all that money on term of life and then they tell you, all your bills are gonna go up to $500 a month and oh no, uh oh. All right, dear, thank you so very much for your time and effort. I appreciate your help.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Oh boy.
[AGENT][POSITIVE] You're welcome, Miss [PII] and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] OK. All right, thank you. Oh God, that's so.
[AGENT][NEUTRAL] Mhm. Oh yeah. Uh-huh.
[CUSTOMER][NEUTRAL] OK, I guess you say you worry me now. If, if the uh other policy that I have that's going to start to charge me.
[CUSTOMER][NEUTRAL] It's a term like, OK.
[CUSTOMER][NEGATIVE] And I guess I'm just gonna have to cancel it or do. I don't, I don't know what I'm gonna have to do with it. What would be something that your company could offer me as a whole life that might benefit me at, at my age? I mean, how much can you
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, uh, I guess I'm asking, what would be the amount of insurance that one at my age or my husband's age would be able to get at [PII], my husband's [PII] old. What is the, the largest amount that one could get for a, I guess it would have to be a whole lot cause it can't be term anymore.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do you have any idea on that or should I speak with the lady about that when she called me?
[AGENT][NEUTRAL] Well, Ms. [PII], uh, unfortunately, we do not sell individual policies. Um, all of our policies are through, um, employers, like you got this when you was working with, I think educational or, um, you got this through your employer a long time ago. Yeah, yeah, so.
[CUSTOMER][NEUTRAL] Yeah, I was, I was teaching school. I was teaching school, yeah, OK, so you don't sell individual policy. OK, that's all.
[AGENT][NEUTRAL] We do not sell individual policies. I'm sorry. Yeah.
[CUSTOMER][POSITIVE] OK, that's OK, not a problem. I'm just trying to get the information while I'm, while my mind is functioning. Thank the Lord. OK, alrighty, thank you very much for your time. I appreciate it. OK, thank you.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Yeah, I understand. You're welcome, Ms. [PII]. You're welcome. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You too.