AccountId: 011433970860
ContactId: 6fa925b3-3c91-4176-90d1-118aada6327e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232649 ms
Total Talk Time (AGENT): 70641 ms
Total Talk Time (CUSTOMER): 81892 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/6fa925b3-3c91-4176-90d1-118aada6327e_20250528T15:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How you doing sir my name is [PII], um.
[CUSTOMER][NEUTRAL] And I have coverage with you all and I was trying to find out. I ran into some hardship and I was trying to see for my um.
[CUSTOMER][NEUTRAL] Like my um insurance policy, do I have anything that I could um.
[CUSTOMER][NEUTRAL] Borrow from?
[AGENT][NEUTRAL] Let me take a
[CUSTOMER][NEUTRAL] Or make a um
[AGENT][NEUTRAL] OK. Let me, yeah, let me take a look. What's your policy number?
[CUSTOMER][NEUTRAL] A partial
[CUSTOMER][NEUTRAL] I don't have it. I could give you my social though.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I get your address and email address, please?
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] I think that was the only difference between the company I was with when I changed to you all. I didn't, I don't think if I could recall that y'all had to.
[CUSTOMER][NEUTRAL] Options for me.
[CUSTOMER][NEUTRAL] With my own job.
[CUSTOMER][POSITIVE] Hey switch um companies with you all.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] OK, so the only policy that would be even eligible for like a loan to be taken out against it would be like a life insurance policy. And we only permit that on whole life insurance, and unfortunately, that's not what you have. You have like a term life insurance, so it wouldn't be eligible for something like that.
[CUSTOMER][NEUTRAL] OK, don't, uh, I don't even think that.
[CUSTOMER][NEUTRAL] I don't recall if they, uh, I don't even recall if they.
[CUSTOMER][NEUTRAL] Ask me about her whole life, sir. I don't know if that was a
[CUSTOMER][NEUTRAL] Something that they were able to give me a.
[AGENT][NEUTRAL] It may not
[AGENT][NEUTRAL] Yeah, it may not be an option, um, you know, or offered through your group, um, you know, as far as it may have not been a selection.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I know I have
[CUSTOMER][NEUTRAL] Do I have any other insurance with you all that just
[CUSTOMER][NEUTRAL] Came about that just popped up cause I know I talked to somebody at the job.
[CUSTOMER][NEUTRAL] And they told me, uh, the guy that was the insurance gonna handle the insurance, do I have any other insurances, uh, that's coming up for.
[CUSTOMER][NEUTRAL] Like insurance policies?
[AGENT][NEUTRAL] You have a couple of different ones with us. They've all been effective since August of last year. You have an accident policy?
[CUSTOMER][NEUTRAL] OK, this one was supposed to be like recently.
[AGENT][NEUTRAL] Oh, no, I don't see anything that's been added recently. Everything's effective date is August of last year.
[CUSTOMER][POSITIVE] OK then, thank you ma'am.
[AGENT][POSITIVE] Yeah, not a problem. Anything else?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too.