AccountId: 011433970860
ContactId: 7c37df3a-c2e2-42a1-b231-bd2c3cb26cfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232059 ms
Total Talk Time (AGENT): 57998 ms
Total Talk Time (CUSTOMER): 83882 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/7c37df3a-c2e2-42a1-b231-bd2c3cb26cfd_20250502T15:42_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] How you doing [PII]? I was trying to log into your, um, your system, but it won't allow me to. It's saying that my credentials is wrong.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's um 01960384.
[AGENT][NEUTRAL] OK. Can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, and then [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, are you trying to log in from a desktop or laptop?
[CUSTOMER][NEUTRAL] Cell phone?
[AGENT][NEGATIVE] Uh, it won't work from my cell phone.
[CUSTOMER][NEUTRAL] My cellphone.
[AGENT][NEUTRAL] Has to be on a desktop or laptop.
[CUSTOMER][NEUTRAL] Oh, OK, I do for my.
[CUSTOMER][NEUTRAL] OK, so I got a question. Um, I have life insurance with you guys. I'm trying to find out if it's term life insurance or it's whole life insurance.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Um, let me verify just two more pieces of information. What's your address?
[CUSTOMER][NEUTRAL] So I think the address y'all have is [PII]. If y'all do, I need to change that.
[AGENT][NEUTRAL] OK, yeah, that's what we have and then what's your email address?
[CUSTOMER][NEUTRAL] I think y'all have, I don't know if y'all have [PII] or do y'all have baby boy and nitty.
[AGENT][NEUTRAL] Yeah, that's what we got.
[CUSTOMER][NEUTRAL] The guy [PII], yeah.
[AGENT][NEUTRAL] OK, OK, and then [PII], what's your new address?
[CUSTOMER][NEUTRAL] So it's um [PII].
[CUSTOMER][NEUTRAL] [PII], but it might pop up [PII].
[CUSTOMER][NEUTRAL] But either one, it don't really matter.
[CUSTOMER][NEUTRAL] Um, it's in [PII].
[CUSTOMER][NEUTRAL] Because the [PII] Post office say lane, but the sign say drive.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My paperwork say
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Cause they don't even know what it is.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And what was that city? I missed that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, let me get this changed for you real quick.
[AGENT][NEUTRAL] OK, I've got your address updated.
[AGENT][NEUTRAL] And then I'm sorry, what was the other question you asked?
[CUSTOMER][NEUTRAL] I'm trying to find out if my life insurance, the whole uh term life insurance policy.
[AGENT][NEUTRAL] Oh, OK, yeah, let me look at that.
[AGENT][NEUTRAL] Uh, it looks like it's a group term life policy. It's not whole insurance.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][NEUTRAL] Anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] I saw
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] OK, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Uh, you too.
[AGENT][NEUTRAL] Bye