AccountId: 011433970860
ContactId: 74b1a412-29ca-46db-bf24-8ae03a5f899b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292799 ms
Total Talk Time (AGENT): 145405 ms
Total Talk Time (CUSTOMER): 126754 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/74b1a412-29ca-46db-bf24-8ae03a5f899b_20250228T18:00_UTC.wav
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[CUSTOMER][NEUTRAL] and
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, um, my name is [PII]. I'm actually calling on behalf of my grandmother [PII]. She is here with me if you need to ask her any questions, um, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she has a draft coming out from American Public Insurance.
[CUSTOMER][NEUTRAL] And she does not know what it is, is there a way for you to look her up to tell us what she has for you guys?
[AGENT][POSITIVE] Yes, ma'am. I can certainly help you with that. I can look it up by her social. Can you provide that social?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I can. It is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] 7 hours in sleep for like 10 hours.
[AGENT][NEUTRAL] And you said her last name is [PII]?
[CUSTOMER][NEUTRAL] Go
[AGENT][POSITIVE] [PII] good thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is Ms. [PII]'s date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] um um address is [PII]. They may, you may have the old address. I'm not sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am, on, uh, [PII].
[AGENT][NEUTRAL] And we can get that updated.
[AGENT][NEUTRAL] Yeah, we can get that updated as well. Now I do need to get permission from Miss [PII] to provide any policy information to you.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, here she is.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Like stop my, OK.
[CUSTOMER][POSITIVE] Alright, she's ready for you.
[AGENT][POSITIVE] Good afternoon, Miss [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Fine.
[AGENT][NEUTRAL] Good. Do you give me permission to speak with your granddaughter, [PII] regarding your policy information?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right. I'll be happy to disclose that information to her. Thank you, Miss [PII].
[CUSTOMER][POSITIVE] Mhm thank you alright.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, thank you. Let's go ahead and get that address updated. This is actually a cancer policy that she has had with us since [PII].
[CUSTOMER][NEUTRAL] Oh, a cancer policy?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Since [PII].
[AGENT][NEUTRAL] And let's get that address updated. What is your current address?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] OK. And what is
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And again, just to verify, that is [PII].
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] And we don't have a phone number on file. What is her phone number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. I've updated that information.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Would do you still would you want a cancer policy?
[CUSTOMER][NEUTRAL] To keep this cancer policy you've had it since [PII]. Sorry, you, you wanna keep OK.
[AGENT][NEUTRAL] And if she decides at a later time.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Um, she can either email that request to cancel the policy to [PII] [PII]
[AGENT][NEUTRAL] At [PII] or she can call our customer service department.
[CUSTOMER][NEUTRAL] I have some.
[AGENT][POSITIVE] And this policy is gonna provide benefits upon a, a positive diagnosis of cancer.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] OK, and is the number that I called it's, it's the customer service number correct?
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] OK, and that premium is $41 and some change if I'm remembering right, correct?
[AGENT][NEUTRAL] Yes, ma'am. 4169.
[CUSTOMER][POSITIVE] OK, well thank you so much.
[AGENT][POSITIVE] Well, it has been such a pleasure to assist with you today. Is there anything else and enjoy this warm weather that we're getting in [PII].
[CUSTOMER][POSITIVE] Yes, finally, finally.
[AGENT][POSITIVE] you're right. Is there anything else I can help you with today?
[CUSTOMER][NEGATIVE] No, ma'am, nothing at all.
[AGENT][POSITIVE] Well, thank you for calling APL. I hope y'all have a lovely afternoon. Happy weekend.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.