AccountId: 011433970860
ContactId: 73a6994b-ef2b-46d7-94f9-e573f9f3b28c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211149 ms
Total Talk Time (AGENT): 128298 ms
Total Talk Time (CUSTOMER): 76982 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/73a6994b-ef2b-46d7-94f9-e573f9f3b28c_20250520T17:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Yeah, I have a question. Uh, let me give you the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's 439.
[CUSTOMER][NEUTRAL] 539.
[CUSTOMER][NEUTRAL] And that's for [PII] and I have her brother.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] on the phone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see if I got anything back from legal yet on the power of attorney.
[CUSTOMER][NEUTRAL] OK, you remember the name? Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Label label label label.
[CUSTOMER][NEUTRAL] He's wanting us to change the mailing address to his.
[CUSTOMER][NEUTRAL] Um, as well as the email address so that he can set up an online account.
[AGENT][NEUTRAL] Yeah, tell him as soon as we hear back from uh legal on the power of attorney we can um get that done and I've already got a a thing in there to call him when, when I get that done um I believe it's got his phone number in there um with.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] It, it does.
[AGENT][NEUTRAL] With the cash value and how he needs, what he needs to do to surrender it.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, OK, alright, so it's in motion, OK, alrighty.
[AGENT][NEUTRAL] We're just waiting on waiting on legal.
[CUSTOMER][NEUTRAL] I will let him know.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][NEUTRAL] Are you, or you can transfer him to me if you want. It doesn't matter to me.
[CUSTOMER][NEUTRAL] Um, I think I will because I think he's gonna have some more questions.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] About it, OK, here he comes. Thank you, [PII].
[AGENT][POSITIVE] Mhm, thank you.
[AGENT][NEUTRAL] Um, good morning, Mr. [PII]. This is [PII] in, uh, customer services. How are you?
[CUSTOMER][NEUTRAL] I'm doing fine.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Let, let me pull the policy up real quick.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I can, I can barely hear you. I'm sorry.
[AGENT][NEUTRAL] OK. All right, I've got the policy pulled up. Um, when we receive uh the power of attorney papers, we have to send them to our legal department before we can do any changes or, or do anything with the policy with that, and I haven't heard back from them yet. I should hear back from them, uh, sometime this afternoon or tomorrow.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] And so when, once we get that done, um,
[AGENT][POSITIVE] Give me your phone number and I can give you a call back, um.
[CUSTOMER][POSITIVE] OK, great, thank you. It's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]. OK, alright, and once, once I get that back from them, uh, then I'll give you a call back, um, and I've got a note in here that you were wanting to know what the cash value is and and what you needed to do to surrender it. Is that everything that you need or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do what now?
[AGENT][NEUTRAL] Would that be everything that you would need or?
[CUSTOMER][NEUTRAL] Yeah that would be all that would be all, uh-huh.
[AGENT][NEUTRAL] OK, alright, and, uh, in order to surrender it, I would have to send the surrender forms, uh, get them signed and notarized and send them back to us then we can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Close it out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] I'll give you a call back and let you know all the information as soon as I hear back from our legal department.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][POSITIVE] All right. Uh-huh. Thank you for calling APM. You have a great day, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh, OK. OK, you too. Bye-bye.
[AGENT][NEUTRAL] All right. Goodbye.