AccountId: 011433970860
ContactId: 76a87fe4-326e-43a4-9fe1-fd9d1ed9107a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189169 ms
Total Talk Time (AGENT): 65872 ms
Total Talk Time (CUSTOMER): 73467 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/76a87fe4-326e-43a4-9fe1-fd9d1ed9107a_20250110T22:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling um to find out if I have an active policy with you guys. I have, um, documentation, but I'm not sure if I canceled it or if it's still active.
[AGENT][NEUTRAL] OK, we just needed to see if any uh you have active policies, is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, uh, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And so can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then did you have a policy number?
[CUSTOMER][NEUTRAL] Um, no, I just found documents but it doesn't, I don't know if I just have the pamphlet cause I was inquiring of it, but it, it just says Welcome to American Public Life Insurance Company. It doesn't have my name on here or anything, but that's why I'm like, do I have it even active?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, sure, that's OK um I could start choosing your social.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was your last name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII] Um they might have changed it already by now because I got married at Skinna.
[AGENT][POSITIVE] OK, I do believe I found you, let's see.
[AGENT][NEUTRAL] What was your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, just gonna verify a couple other pieces of information really quick, so can I get your mailing address please?
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. Uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] I saw the [PII].
[AGENT][NEUTRAL] Yes, all right, thank you so much for verifying that. So you do not have any active policies with us at this time. Uh, you did have
[AGENT][NEUTRAL] Let's see, short term disability and cancer. The short term disability terminated [PII]. The cancer policy, uh, terminated [PII].
[CUSTOMER][NEUTRAL] So I had a cancer policy on what other one?
[AGENT][NEUTRAL] Short term disability?
[CUSTOMER][NEUTRAL] Bill, OK. So that's no longer active. OK. That's all I needed to know. OK, sounds good. Well, thank you for the info.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.