AccountId: 011433970860
ContactId: 78e387f0-e7f1-4dd5-b484-e0a5e69ea84c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220449 ms
Total Talk Time (AGENT): 106662 ms
Total Talk Time (CUSTOMER): 98973 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/78e387f0-e7f1-4dd5-b484-e0a5e69ea84c_20250606T22:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] I'm doing alright. I'm just checking to see the um I guess if this thing is still good or would you like the policy or the group number?
[AGENT][NEUTRAL] Uh, are we just needing to check to see if it's active?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, I can check that for you um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] OK, um, then [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then, uh, yes, I can go ahead and take that policy number.
[CUSTOMER][NEUTRAL] Um, that would be 909344.
[AGENT][NEUTRAL] OK, thank you one moment and then [PII], what was your last name please?
[CUSTOMER][NEUTRAL] [PII], but um it says insured is my wife, and it says employee and spouse, so I'm assuming this is through her work.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, yeah, alrighty, I did get that. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] You want me to, you want me to give you her name instead and maybe her phone number that might be on file?
[AGENT][NEUTRAL] That's OK. I do see you listed, so I can go ahead and just verify your information. Um, can I get your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII] now.
[CUSTOMER][NEUTRAL] This was a while back so I don't know if this might be the.
[AGENT][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] No, no, no, that is exactly what I've got, so I appreciate you verifying that. OK, and so this policy, yes sir, so this policy did terminate, um, [PII], and there are no currently no active policies with us at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, beautiful.
[CUSTOMER][NEUTRAL] OK, but now what was this? This was life medical?
[AGENT][NEUTRAL] Oh no, OK, so this was a secondary medical policy, so it was designed to help with uh co-pay, deductible and co-insurance after major medical, so like a supplemental plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh, OK, OK, what, what happened is, um, I lost my wife on Monday.
[AGENT][POSITIVE] Oh, goodness.
[CUSTOMER][POSITIVE] So now I'm going through, yeah, I'm going through all her pocketbooks and, and I'm just finding cards and cards and stuff because, uh, I knew we had insurance. I, I knew she had life insurance, but I didn't know where it was and then last night going through uh one of her bins, I signed the policy, so that was a blessing.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Oh, absolutely.
[AGENT][NEUTRAL] Right, yes, OK, well, I can't, I'm so sorry for your loss, um, but I can say that, um, uh, for American Public Life, if you see anything through us, she currently has no active policies with us at this time.
[CUSTOMER][POSITIVE] Alright, thank you so much sorry for verifying that I should appreciate it.
[AGENT][NEUTRAL] Of course
[AGENT][POSITIVE] Absolutely, yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, no, unless, uh, now let me stop. I have a dark sense of humor, so, uh, somebody, somebody earlier asked me, uh.
[AGENT][NEUTRAL] At all, OK.
[CUSTOMER][NEUTRAL] Yeah, somebody earlier asked me, is there anything I can do for you? And I go, if you got, if you got anything on resurrection, I'm, I'm, I'm all ears.
[AGENT][NEUTRAL] Listen, I understand, but that's, that's a coping thing, so I get it. I'm not gonna be offended by that unfortunately, no, I'm, my skills that are resurrecting are I'm, I'm not the one to ask.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, I know, I know you're good. All right, darling, thank you so much for verifying and.
[AGENT][POSITIVE] Have a great weekend, [PII].
[AGENT][POSITIVE] Of course. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] You as well bye bye.