AccountId: 011433970860
ContactId: 5f8b8acf-519e-474d-a636-e3f865825023
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189100 ms
Total Talk Time (AGENT): 52811 ms
Total Talk Time (CUSTOMER): 97133 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/5f8b8acf-519e-474d-a636-e3f865825023_20250305T19:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Yes hi good afternoon how are you?
[AGENT][NEUTRAL] I'm fine, yourself?
[CUSTOMER][NEUTRAL] I'm doing well. My name is [PII]. I, um, I had, I spoke to a representative about 22 weeks ago and I had taken out a loan against my insurance and um she.
[CUSTOMER][NEGATIVE] I was calling to check on the status of that because I have not heard anything since we did the application. Who do I need to speak to please?
[AGENT][NEUTRAL] OK, what is your policy number, please?
[CUSTOMER][NEUTRAL] Uh, I don't even think I have the policy number.
[AGENT][NEUTRAL] OK, 11.
[CUSTOMER][NEUTRAL] I have, I could use my social security number if that'll help.
[AGENT][NEUTRAL] Uh, yes, sir. Give me one moment.
[AGENT][NEUTRAL] OK, and what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify your date of birth and mailing address, please?
[CUSTOMER][NEUTRAL] [PII] and the mailing address you guys should have on file is [PII].
[AGENT][NEUTRAL] OK, and only policy I show what you have with our company is a dental policy, and that policy doesn't offer a loan.
[CUSTOMER][NEUTRAL] No it's always through the life insurance policy cause
[AGENT][NEUTRAL] I don't show you have a life policy with us.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, do you remember who you spoke with?
[CUSTOMER][NEUTRAL] No, ma'am, uh, because I called the number and gave my um my group ID.
[CUSTOMER][NEUTRAL] I gave my group ID and she told me I had the lady I spoke to told me that I have dental, um, life and, um, and, um, I think it was something dental life and another policy was 3 policy I had through my through my company.
[AGENT][NEUTRAL] Sir, I'm only showing a dental policy. Um,
[AGENT][NEUTRAL] And you may have to call UTBA and they can verify who you have a life policy with, but I don't show you have one with our company.
[CUSTOMER][NEUTRAL] UTA, that's
[CUSTOMER][NEUTRAL] Alright, uh, UTB, that's who I spoke to.
[CUSTOMER][NEUTRAL] Alright, um, do you by chance have your number please?
[AGENT][NEUTRAL] Uh, yes, sir. It's [PII]. OK.
[CUSTOMER][NEUTRAL] One second, one second, let me grab a pen, please, please.
[CUSTOMER][NEUTRAL] The ones that I was speaking to and they told me [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] [PII] thank you very much, ma'am.
[AGENT][POSITIVE] Uh, yes, sir, and thank you for calling APL Mr. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Um, right.