AccountId: 011433970860
ContactId: 71873733-f55e-4110-852a-7b891581c800
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329100 ms
Total Talk Time (AGENT): 160902 ms
Total Talk Time (CUSTOMER): 107584 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/71873733-f55e-4110-852a-7b891581c800_20250227T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to um.
[CUSTOMER][NEUTRAL] Check on ad from uh my policy. I already think I already have a policy with you. I think it's accidental um along with cancer, critical, uh a couple other things, but I was trying to discover uh life.
[CUSTOMER][NEUTRAL] Um, is there someone I can talk to to see what I have and what is it that you all have to offer?
[AGENT][NEUTRAL] OK, so you have several policies with us and you wanna find out the benefits, you're trying to get additional policies or?
[CUSTOMER][POSITIVE] Yeah, an additional for like life for a spouse.
[CUSTOMER][NEGATIVE] Me and me and my spouse, cause I have accidental. I think I have cancer, critical, I think it was something I had through my job.
[AGENT][NEUTRAL] OK, what's your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can I get a callback number, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have, um, do you know any one of your policy numbers?
[CUSTOMER][NEUTRAL] Uh, I can pull it up online. I don't have it offhand.
[AGENT][NEUTRAL] Mm. Either you can do that or you can give me your social and I can look you up in the system.
[CUSTOMER][NEUTRAL] OK, my social is [PII].
[AGENT][NEUTRAL] Can you verify your date of birth, address, and email address, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Email is [PII].
[CUSTOMER][NEUTRAL] And what else you needed?
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, [PII], thank you so much for verifying that information. I do have your policies pulled up. So you have disability, you have accident and critical illness.
[AGENT][NEUTRAL] And so you have those 3 and you're wanting to obtain life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, do y'all do that also?
[AGENT][NEUTRAL] We have life, but that would be something you would have to get from the group.
[CUSTOMER][NEUTRAL] Oh, meaning the job, so it's only a certain period of time where they enroll, is that what you're saying?
[AGENT][NEUTRAL] Well, I'm just saying it's not like um we could sell individual like it would be something you would have to sign up through your job.
[CUSTOMER][NEUTRAL] Right, and they only have open enrollment once a year.
[AGENT][NEUTRAL] Oh, OK, yeah.
[AGENT][NEUTRAL] Let me double check with customer service, but I do believe it's only through your group that you can sign up, but let me just confirm, give me one moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I may have to see what Pelican has to offer.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], um, can you um tell me if um this member that I have on the line, she wants to get life, a life policy. She has critical illness, disability, and accident with us. I told her I don't think that we do like individual, she would have to sign up through her group. Is that correct?
[CUSTOMER][NEUTRAL] That is correct, yeah, we just don't sell to individuals.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just want to double check before I get her off the phone because I don't wanna tell no fibs. OK.
[CUSTOMER][NEGATIVE] No, huh, you're not.
[AGENT][POSITIVE] OK, thank you. Have a good day.
[CUSTOMER][NEUTRAL] You, you too, honey. Bye.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Yeah. Sure.
[CUSTOMER][NEGATIVE] God forbid everything man.
[AGENT][NEUTRAL] Um, yes, so Mr. [PII], yes, um, we don't do individual policies, so you would have to sign up to open enrollment through your job.
[CUSTOMER][NEUTRAL] Oh, OK. Do you have anybody that you can recommend or that you know that those individuals?
[AGENT][NEUTRAL] I personally don't because I have it through my employer, but um you can look online, you can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Look, I guess, you know, life policies near me. That's what I always do. Google. Life policies near me, maybe some different agencies may come up um that that's in your area that can talk to you about a life policy outside of work.
[AGENT][NEUTRAL] I do have one outside of work, but I don't, I can't remember who is through.
[CUSTOMER][POSITIVE] Oh, OK, I got you.
[AGENT][NEUTRAL] But I do have, but mainly mine is on, on the job.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, I know some of the credit unions, I think they provide also.
[AGENT][POSITIVE] You right, you're right. You sure, they sure do, they sure do cause I get paperwork in the mail all the time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, right, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alright, thank you for calling APO. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You too.