AccountId: 011433970860
ContactId: 7752d182-f9f6-437c-aba5-105d5395337a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316779 ms
Total Talk Time (AGENT): 120165 ms
Total Talk Time (CUSTOMER): 130410 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/7752d182-f9f6-437c-aba5-105d5395337a_20250324T20:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and I'm really calling to check and see in regard to my policy, some information, uh, questions that I have, um.
[AGENT][NEUTRAL] It would be, mhm.
[CUSTOMER][NEUTRAL] Yeah, one do you need a policy number or a reference number? Yeah.
[AGENT][NEUTRAL] If you have that
[AGENT][NEUTRAL] Yes ma'am, and first of all, Ms. [PII], can I get a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is that policy number?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um, 9 C as in cat, A as in apple, 174003.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Please verify
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And I do have a Yahoo email. Can we verify that email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Hi Ms. [PII], I do have your policy pulled up. How can I help you today?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] OK, well I'm trying to figure out exactly what I have. I think I have an intensive care on me only.
[CUSTOMER][NEGATIVE] A heart attack and stroke and cancer on me and then then it has a wellness program. Um, is that what you're seeing? Everything's just on me?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm checking on that for you. Let me get all of these pulled up and just.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Verify that.
[AGENT][NEUTRAL] Just about got that verified. Bear with me just one moment.
[AGENT][NEGATIVE] Your heart attack and stroke.
[AGENT][POSITIVE] Yes ma'am, all policies are just for you.
[CUSTOMER][NEUTRAL] Yes ma'am, all policies are.
[CUSTOMER][NEUTRAL] OK, that's what I thought. OK, now I do not know if this is a type of policy that you can uh cash out and receive any type of refund or not is it or is it not? I don't know.
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Tell you what I can do. Let me get you to our customer service department and they can check on that for you. Would that be OK?
[CUSTOMER][NEUTRAL] What I can do, let me get you to our customers.
[CUSTOMER][POSITIVE] and they can check on that for you.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] All right, if you'll bear with me just one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling SEO. This is [PII]. How can I help you?
[AGENT][POSITIVE] Well, dang, it's my lucky day. I get you twice.
[AGENT][NEGATIVE] I know you're like, no, it's not my lucky day.
[CUSTOMER][NEUTRAL] Me too.
[CUSTOMER][POSITIVE] Oh, yes, it is for me.
[AGENT][NEUTRAL] Oh, I have, well, I have an insured on the line and she's got several policies. She wants to know if any of the policies have a cash value amount. I looked at Guru and couldn't find the information. I don't believe that they are, but just because I'm not sure, I would like to transfer the call if that's OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Oh yeah, OK. OK.
[AGENT][NEUTRAL] So, she's got three policies. She called with policy 86016.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, probably at [PII].
[AGENT][NEUTRAL] Yes, and she's got, like I said, several policies.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Got you. OK.
[AGENT][NEUTRAL] And I verified all her information.
[CUSTOMER][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I am ready.
[AGENT][POSITIVE] All right. Let me get Ms. [PII] on the line. Thank you, [PII]. You have a wonderful afternoon. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] All right, Ms. [PII], I have [PII] on the line in our customer service department, and she's going to assist you further with that information.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APO you have a wonderful evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] How you spell it? Yes.
[CUSTOMER][NEUTRAL] This is [PII] in customer service. Um, I think she was just telling me that.