AccountId: 011433970860
ContactId: 60d8704a-600d-427c-96bd-e6238e5bee3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 639419 ms
Total Talk Time (AGENT): 119357 ms
Total Talk Time (CUSTOMER): 149457 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/60d8704a-600d-427c-96bd-e6238e5bee3f_20250409T20:53_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling PL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was calling to check on the status of my policy. I have a policy with you all that's payroll deduct, and I have not received a statement in a really long time.
[AGENT][NEUTRAL] OK, um, and may I have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Um, do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it.
[CUSTOMER][NEUTRAL] 01653359
[AGENT][NEUTRAL] OK, thank you. One moment, let's see.
[CUSTOMER][NEUTRAL] Portfolio will rise back up.
[CUSTOMER][NEUTRAL] Of less than 4 of us and everything.
[CUSTOMER][NEUTRAL] just like he has not done.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, um, Mer, can you repeat that number one more time? I'm not pulling your name with that number.
[CUSTOMER][NEUTRAL] Uh, it's my, it's in my mom's name Si you hold, but it's I pay for it through my payroll company.
[AGENT][NEUTRAL] OK, still that's not the name. Can you repeat the number?
[CUSTOMER][NEUTRAL] Them.
[CUSTOMER][NEUTRAL] 01653359 is life a life insurance.
[AGENT][NEUTRAL] OK, let me see what number I need to take out.
[AGENT][NEUTRAL] Bear with me let's see.
[CUSTOMER][NEUTRAL] Somebody out there
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] to get
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] All right and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said you have not received any paperwork on it and you're trying to see if you can get some paperwork.
[CUSTOMER][NEUTRAL] Well, I, I got the policy in [PII] and I moved in [PII] and when I moved, I stopped getting my statements.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What is the correct address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Solutions verified by ANC certified master definitions and.
[AGENT][NEUTRAL] And what is the date of birth for the main holder or so?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so that is the address we have. Um, let me check.
[CUSTOMER][NEUTRAL] Hey, let's talk.
[AGENT][NEUTRAL] Let me check the notes really quick.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna make sure that.
[CUSTOMER][NEUTRAL] The policy was still in effect because normally I get the little quarterly or yearly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Statements and I it's been used and I.
[CUSTOMER][NEUTRAL] Had an issue with another policy that I have for myself, so I just, I said I better check because all my mail was still going to the other address.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Yeah, this one, it looks like you changed your address back in [PII]. Um, so it's been changed for a while now, um, and let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] nationwide.
[AGENT][NEUTRAL] And it looks like let's see payment one frequency.
[AGENT][NEUTRAL] Mm. Let me go over the notes really quick. Do you mind holding for me?
[CUSTOMER][NEUTRAL] OK.
[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.
[AGENT][POSITIVE] Thank you for holding and being patient for me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I know my fever. OK, so I checked everything and it looks like it's still being paid under the group.
[CUSTOMER][NEUTRAL] Yes, it is. I just want to make sure that all of my information was correct because I never.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Get any more of the updates or letters or anything from you all. I didn't know if you all had my correct address or not.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, we do have the correct address. The payments are up to date. You're still under the group payment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, that that was all I needed.
[AGENT][NEUTRAL] And you know,
[AGENT][NEUTRAL] OK, and if you would like to register online, you can do that if you want to keep track of the policy. You can go to [PII] and you can register if you would like to do that, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.