AccountId: 011433970860
ContactId: 782e77e2-e126-4b6b-a273-fb78bf3d3ae8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419619 ms
Total Talk Time (AGENT): 70763 ms
Total Talk Time (CUSTOMER): 78908 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/782e77e2-e126-4b6b-a273-fb78bf3d3ae8_20250110T19:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon and thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I was trying to see if I could, uh, find some help about what, uh, whether or not you guys actually offer lines of credit against the uh life insurance policy that you may have. I, I have a policy with you and uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Doing some research I've tumbled across uh some other uh banks and stuff that actually do that. So I was wondering if that was uh something that I might be able to take advantage of.
[AGENT][NEUTRAL] OK, I can check your policy and I can send a request to see if it's something that is possible with your policy because all the policies are different. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, it says policy number 19134.
[AGENT][NEUTRAL] OK, sounds like that's the group number. Um, what about um
[CUSTOMER][NEUTRAL] Certificate number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 01972727
[AGENT][NEUTRAL] OK. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Thank you, Mr. [PII]. One moment.
[AGENT][NEUTRAL] OK. And may I have your date of birth, and mailing address and email address for verification?
[CUSTOMER][NEUTRAL] [PII]. My address is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] OK, thank you. Alright, do you mind holding for me, I'm gonna go over your benefits and see if it's um if it's one of those policies that pay, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for Mr. [PII]. OK, so, um, no, this one doesn't have any cash value.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so that's not something that's eligible for a line of credit then?
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] Not on this one.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I don't suppose you would uh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I don't know if you have actually have uh sister companies or anybody that you do business with that would offer that by any chance?
[AGENT][NEUTRAL] No, we don't.
[AGENT][NEUTRAL] Mm. No. We used to have policies like that in the past, like all along many, many years, but not right now. We don't offer anything like that.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome, Mr. [PII], and thank you for calling APO. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Have a good night.
[AGENT][NEUTRAL] You too. Bye-bye, Mr. [PII].