AccountId: 011433970860
ContactId: 72cd1007-afb5-481e-815e-622241d1dc9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320119 ms
Total Talk Time (AGENT): 181098 ms
Total Talk Time (CUSTOMER): 101552 ms
Interruptions: 3
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/72cd1007-afb5-481e-815e-622241d1dc9d_20250123T15:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Honey, I had a had an insurance thing with you all for a long, long time. Can you tell me if it's still OK?
[AGENT][NEUTRAL] OK. You're the insured and you're wanting to verify if your, if your policy is still active with APL?
[CUSTOMER][POSITIVE] Yes, ma'am, yes ma'am.
[CUSTOMER][POSITIVE] Yes honey.
[AGENT][POSITIVE] Yes, ma'am, I can help you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, Ms. [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] WT 191791
[CUSTOMER][NEUTRAL] It was issued in [PII].
[AGENT][NEUTRAL] OK, let me see if I can locate it with that number, Miss [PII].
[CUSTOMER][NEUTRAL] OK, honey.
[AGENT][NEUTRAL] You said 191791.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so because it was issued that long ago, let me see if I can search it by your name. And, and again, it's [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I look, I've locate your policy, Ms. [PII] I will need to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same, no, I'm sorry, it is not. We have a different phone number than the one you gave me.
[CUSTOMER][POSITIVE] Well honey, this, this is the one I've been in uh in in for a long, long time.
[AGENT][NEUTRAL] OK, what is the last four of your social, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you said that your correct phone number should be [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And do you have an email address, Miss [PII]? I see that we don't, we do not have one on file for you.
[CUSTOMER][NEUTRAL] Honey, I don't know it. I, I can't do none of that stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't blame you, Ms. [PII]. It's, I just have to work on it every day, but I understand. So that's perfectly fine.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] When you get to be [PII], it's really a hard thing to do.
[AGENT][NEUTRAL] Uh, let's see. OK, so thank you. Give me just a moment, please.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, ma'am, I do see that you do have an active policy with us. Mhm. And
[AGENT][NEUTRAL] This is something that is drafted monthly for your premiums mhm but yes ma'am, uh huh.
[CUSTOMER][NEGATIVE] Yeah, uh huh, I've been paying it. It's been coming out my checking account. Tell me something. I just saw something. Is this an accidental policy? I mean, if I die, if I die regularly, will it be paid?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No ma'am, this is a
[AGENT][NEUTRAL] This is a whole life policy.
[CUSTOMER][NEUTRAL] What's that mean? That means.
[AGENT][NEUTRAL] This is a life insurance policy. It's not an accident policy.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Absolutely. Um, is, and I can give you a little updated policy number if you have something you can write this down with, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh, updated one, OK.
[AGENT][NEUTRAL] Yes ma'am, I mean that old number is just when we got a new computer system it did update some, you know, policy numbers that have been around for a long time so your policy number now is 154.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 631.
[CUSTOMER][NEUTRAL] 154631
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. OK. And that's it. That's the full number.
[CUSTOMER][NEUTRAL] OK, what else?
[CUSTOMER][NEUTRAL] Oh, OK, and there's no other changes.
[AGENT][NEUTRAL] That, no, ma'am, there's not.
[CUSTOMER][POSITIVE] OK, well I thank you so very much. Are you in the snow?
[AGENT][NEUTRAL] Well, you are certainly
[AGENT][NEUTRAL] No, ma'am, I'm not. I'm in [PII], so we didn't actually get any. It was polar, you know, it was just polar opposite. The whole South got it, but Central did not.
[CUSTOMER][POSITIVE] Yeah, especially us, OK, honey, thank you so much.
[AGENT][POSITIVE] Yes. Well, you're welcome, Ms. [PII]. So again, um, if that's all I can help you with, thank you for calling APL. I hope you have a great day and, yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh wait, honey, honey, one more thing on the beneficiary, does it say [PII]?
[AGENT][POSITIVE] Yes, ma'am, it does.
[CUSTOMER][POSITIVE] OK, that's all I need to know. Thank you, dear.
[AGENT][POSITIVE] OK, well, you're very welcome and again, it was my pleasure in speaking to you and I hope you stay safe and warm today and have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye bye.