AccountId: 011433970860
ContactId: 6ded74d9-225b-44a2-8233-5e16e8b6fe8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320089 ms
Total Talk Time (AGENT): 151065 ms
Total Talk Time (CUSTOMER): 116137 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/6ded74d9-225b-44a2-8233-5e16e8b6fe8a_20250409T16:24_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]. How are you? This is [PII].
[AGENT][POSITIVE] I'm doing good.
[CUSTOMER][NEUTRAL] Um, I have a member on the line that she's been, um, calling a few times, um, lately. She has spoke to [PII] and [PII] and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In time.
[CUSTOMER][NEGATIVE] And it's about her policy and uh yeah, and a loan she has about the policy and a surrendering letter. And also um she said that she's trying to get Ms. [PII], but every time that [PII] calls, she missed the call and then when she try to call back, um, she cannot not get with [PII] and [PII] is not in today.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And she won't be here for the week.
[CUSTOMER][NEUTRAL] So I don't know if you can help her.
[CUSTOMER][NEUTRAL] Oh boy.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yeah, she will be out for the week.
[AGENT][NEUTRAL] Uh, let me look at the policy. There's probably any document with it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. The policy number is 682744.
[AGENT][NEUTRAL] 682-744
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, let me look at it.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Mhm. Yes, [PII].
[AGENT][NEUTRAL] OK, Cash Valley, possibly surrender rapers very did she have long well we have to mail surrender forms and call her back to cash alley.
[AGENT][NEUTRAL] OK, that was last week. I mean there's any ticket for it.
[AGENT][NEUTRAL] Yeah, I don't see any ticket for it.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Probably [PII] will be the only one that has this information for her. I don't see anything recent that is into on base, um, and she will be out for the week.
[AGENT][POSITIVE] Oh, OK, I can go ahead and take her. I'll let her know. I hope she doesn't get frustrated anything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. I, I already told her that [PII]'s not in so she knows, but um, yeah, I wasn't able to tell her how long she was gonna be out. Um, but yeah, let me go ahead and put her in and I did verify her information, OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] OK. You're welcome. Here she comes.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line. She's in the customer service department. She's gonna assist you from here, Miss [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Hello, good morning, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm fine, thank you.
[AGENT][NEUTRAL] Alright, I was just um advised that you have um gave us a call back earlier before um request cash value and surrender paperwork is that correct?
[CUSTOMER][NEUTRAL] Uh, who remember I, I would need to know what the status on each policy is before, uh, and then I can make a determination as to for cancellation.
[AGENT][NEUTRAL] All right, um, I do see here from notes that um,
[AGENT][NEUTRAL] Um, Ms. [PII] tried to reach out.
[AGENT][NEUTRAL] um with all the information.
[AGENT][NEUTRAL] Um, but Ms. [PII] is not here. Um, she would be the only one to provide that since she is the one that handles um all this type of information. And unfortunately, she will be out for the rest of the week. Um, is it OK if she, um, gives you a call back on on Tuesday? She doesn't work on Mondays.
[CUSTOMER][NEUTRAL] Uh, yes ma'am, or I will call her on Tuesday because I, I was monitoring my phone. I don't, I didn't receive a call from your office.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But uh I will on Tuesday.
[CUSTOMER][POSITIVE] I will, I will definitely reach out to her.
[AGENT][NEUTRAL] All right, um, it will, she will be um working uh Tuesday and um you can just reach out to the customer service uh line since we don't have um many extensions and just request to um talk with um Ms. [PII] and she should know um what uh it is um requested because we already have notes uh of your calls and everything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright then, alright, I will do that and thank you for your uh information.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Mhm. You're very welcome, Ms. [PII] and I apologize that we can't help any further. I hope you have a nice day.
[CUSTOMER][POSITIVE] You too ma'am thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Goodbye.