AccountId: 011433970860
ContactId: 703c095c-64d7-4b6b-abe3-af7447addab1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375959 ms
Total Talk Time (AGENT): 112656 ms
Total Talk Time (CUSTOMER): 94245 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/703c095c-64d7-4b6b-abe3-af7447addab1_20250602T19:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, my name is [PII], and I'm trying to fill out some papers for my son, [PII]. He received a letter from y'all and I'm trying to uh keep his life insurance current.
[CUSTOMER][NEUTRAL] Can I give you the er number?
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Well, first, let me get your name again and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Is that the 3rd number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 023237-31
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And please verify um your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] My date of birth or his?
[AGENT][NEUTRAL] Um, your date of birth.
[CUSTOMER][NEUTRAL] [PII] my mailing address is [PII].
[AGENT][NEUTRAL] OK. So you're not on the policy?
[CUSTOMER][NEUTRAL] I'm the beneficiary.
[AGENT][NEUTRAL] OK, and please verify your son's name and date of birth and I'm sorry.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK. And you said that you're filling out paperwork?
[CUSTOMER][NEUTRAL] Yeah, um, he doesn't work here anymore, but he wants to continue his life insurance. And so I received the two papers and one of them, I just don't know how to fill it out, it says product support.
[CUSTOMER][NEUTRAL] I don't know what that means.
[AGENT][NEUTRAL] OK. Yes, ma'am. And actually, you've reached the claims department. Um, let me get you over to the department where they can further assist you with that. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK. I thank you, [PII], for calling APL. In one moment, I'll get you transferred.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Mhm. No problem.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII]. I'm in the claims department. Um, I have a, hey, I have a, um, member on the line, well, a member's mother on the line for a life insurance policy. The policy expired, but, um, she said this is her son's policy, and she's filling out paperwork for him to um renew the policy to keep the policy. Let me give you the policy number.
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] See if you can assist me. It is 023237-31.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I can look at it, but life policies goes to [PII]. She's the only one that works with Life. Um, but let me check. Hold on one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] This isn't life. What is this?
[AGENT][NEUTRAL] OK, yeah, I just looked at it. I'm like, oh, this ain't life, but she's swing down.
[CUSTOMER][NEUTRAL] Is it accident? I think this is accident.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so she wants to [PII]. OK. She wants to reinstate her policy?
[AGENT][NEUTRAL] Yeah, she said this is her son's policy. She's not on the policy, but she verified all of her son's information. She said that she's filling out paperwork for, for him. She received paperwork from us in the mail and she's trying to fill it out and she was asking me what, what was meanings of certain language that was on the paperwork. I had no idea what she was talking about, so.
[CUSTOMER][NEUTRAL] OK, I can try to see what's going on. Um, you can send it through.
[AGENT][NEUTRAL] OK. Her name is [PII] and her callback number is the number that's in the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, here she is. Thank you.
[CUSTOMER][POSITIVE] OK. You're welcome.