AccountId: 011433970860
ContactId: 66f9e8d9-937a-4516-8266-bca0dbcd9df6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417730 ms
Total Talk Time (AGENT): 106691 ms
Total Talk Time (CUSTOMER): 125225 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/66f9e8d9-937a-4516-8266-bca0dbcd9df6_20250520T21:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, excuse me, my name is [PII]. I called, uh, oh, maybe a month ago or so, I canceled the policy and I talked to somebody in cancellation.
[CUSTOMER][NEUTRAL] And uh they're gonna send me some paperwork, but I've not received it yet, so I'm just curious about that.
[AGENT][NEUTRAL] OK, I can check on that for on the canceled policy and paperwork for you, ma'am. Can I please get your callback number just in case the calls dropped?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And then what, what was the policy number that you had canceled?
[CUSTOMER][NEUTRAL] Oh man, I don't have my paperwork with me here. Are you able to find it by name and stuff?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I can look it up with your social if you give that to me, it'll pull it in for us.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and what is your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And let me make sure I've got your social what? [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, can you spell your first and last name for me?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's [PII] again?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Um let me see if I can find you by your name.
[AGENT][NEUTRAL] It's hard to hear on the phone sometimes. And um I wanted to make sure I got it right.
[CUSTOMER][NEUTRAL] I can go find a place.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK, I'm not able to find you right now, uh.
[CUSTOMER][NEUTRAL] Well, I can go down and get it. You just have to give me a few minutes to.
[AGENT][POSITIVE] Absolutely, yes, I'll wait for you. I wanna make sure that we get you taken care of, Ms. [PII].
[CUSTOMER][NEUTRAL] Find it where I put it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Don't know where I put all my paperwork.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] I'm gonna keep looking.
[CUSTOMER][NEUTRAL] Yeah, let me just see here mm mm mm mm mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I'm gonna just put my phone down, so give me a second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know when you find something you're not gonna find it, right?
[AGENT][NEUTRAL] Uh, of course, especially when you feel like you're having to rush because you got somebody on the phone. So please take your time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It might be here. Let me see.
[CUSTOMER][NEUTRAL] Uh, on the envelope. There we go.
[AGENT][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] OK, so I have
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Is this your
[CUSTOMER][NEUTRAL] What's the number you're looking for.
[AGENT][NEUTRAL] Uh, policy number or policy certificate number?
[CUSTOMER][NEUTRAL] Well, I have
[CUSTOMER][NEUTRAL] I have 2 policy numbers written down, so I'll give you that so if you can find it with that, um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 234
[CUSTOMER][NEUTRAL] 881 7
[AGENT][NEUTRAL] OK, that one right there should pull in everything for us, so let me see.
[AGENT][NEUTRAL] 234 8817
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 8817 yes.
[AGENT][NEUTRAL] OK, what was the other one?
[CUSTOMER][NEUTRAL] Uh, CD 2348818.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] This American Income Life Insurance, right?
[AGENT][NEUTRAL] No, ma'am. This is American Public Life Insurance.
[CUSTOMER][POSITIVE] Uh, well, maybe that's why I'm sorry.
[AGENT][NEUTRAL] That's why I can't find you.
[CUSTOMER][NEUTRAL] That's why you got that. OK.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Well, at least we got some answers.
[CUSTOMER][POSITIVE] I will call the right number now.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] You, you have a wonderful day too, and thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you, bye bye.