AccountId: 011433970860
ContactId: 6958ec44-441d-4d3c-a2d6-808224b8919c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241179 ms
Total Talk Time (AGENT): 76355 ms
Total Talk Time (CUSTOMER): 95507 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/6958ec44-441d-4d3c-a2d6-808224b8919c_20250507T13:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is uh [PII].
[CUSTOMER][NEUTRAL] And I have a term life group policy.
[AGENT][NEUTRAL] Um, yes, sir.
[CUSTOMER][NEUTRAL] And my question is,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Come again.
[AGENT][NEUTRAL] Um, yes, go ahead.
[CUSTOMER][NEUTRAL] And I have my policy on uh automatic uh uh payment.
[CUSTOMER][NEGATIVE] But I noticed that the payment hasn't been done.
[CUSTOMER][NEUTRAL] And, you know, just wanna know why.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with your payments. Um, first, let me get your name again and a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My policy number.
[CUSTOMER][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] 21
[CUSTOMER][NEUTRAL] 4381.
[CUSTOMER][NEUTRAL] And my phone number is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, please verify your um date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And what's your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, sir. And if you don't mind holding, I'll get you over to the billing department and they'll be able to further assist you with your payment information.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Now, just wanna find out, you know, status of my policy and why it hasn't been.
[CUSTOMER][NEUTRAL] Charge.
[AGENT][NEUTRAL] OK. Yes, sir. One moment, please. I'll get you over to billing. One moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII] in the um meddling claims department. Um, I have a member on the line. He's calling about his life insurance policy. He said that he's set up on automatic payments, but, um, his payment wasn't um taken out this month and he's just calling to check on the status of his policy.
[CUSTOMER][NEUTRAL] OK, sure. Do you have the policy number?
[AGENT][NEUTRAL] Um, yeah. Yes, his policy number is 022.
[AGENT][NEUTRAL] 14381.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][POSITIVE] OK. Thank you. I'll be glad to help you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Here he is, and I've already, um, verified everything, his date of birth and address and email address. OK, here he is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Mhm. Thank you.