AccountId: 011433970860
ContactId: 7c6be0f4-c39e-464c-b3a2-5ddae0d86adc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413489 ms
Total Talk Time (AGENT): 190058 ms
Total Talk Time (CUSTOMER): 197580 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/7c6be0f4-c39e-464c-b3a2-5ddae0d86adc_20250131T16:47_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] In [PII], uh, what you say your name was again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], yeah, this is uh [PII]. Um, I was calling him concerning a life insurance policy that I spoke with a lady yesterday and uh I'm, I'm, I got the, um, my sibling name.
[CUSTOMER][NEUTRAL] Yeah I mean my.
[CUSTOMER][NEUTRAL] What you depend my dependent's name. I got 12345 and I'm missing one and that's with [PII].
[AGENT][NEUTRAL] Can I have a policy number so I can transfer you to the correct department? What's your policy number? You're fine.
[CUSTOMER][POSITIVE] OK, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, 1542 wait let me see, yeah, that's it 154276.
[CUSTOMER][NEGATIVE] Ain't no, it ain't the policy number.
[AGENT][NEUTRAL] And you said your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] But there is, could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] We have a different address for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, sir. What was the PO box number that you had when you signed up for the policy?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Boal flu then?
[AGENT][NEUTRAL] It's a different one.
[CUSTOMER][NEUTRAL] Is it [PII].
[AGENT][NEUTRAL] Yes, that's correct. And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your birthday is when, sir?
[CUSTOMER][NEUTRAL] They they want is the birthday [PII] [PII].
[AGENT][NEUTRAL] So whose policy is this?
[CUSTOMER][NEUTRAL] If my deceased wife was over there, I'm a husband, so I'm trying to make sure these policies in is, uh, you know, I'm taking over, make sure they get paid.
[AGENT][NEUTRAL] Alright, so before I can send you over, I need this to be verified. So your name is, what is your name? [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] senior.
[AGENT][NEUTRAL] Got you. And you're calling, whose policy is this?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on one moment, OK? A callback number just in case this call is disconnected is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] OK, so I'm gonna transfer you, but no one is gonna.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Not being sarcastic or anything, but being that the HIPAA and violation of personal identification, no one is gonna be able to assist you if someone is in the background coaching you to tell you what to say.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, that's my daughter. That's, that was my daughter.
[AGENT][NEUTRAL] I get that. I completely understand that. I do, but because when I'm asking you questions and then you don't know them, but she's telling you them, it's like you may, are you, are you who you say you are, are you someone else and someone is in the background coaching you?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I understand what you're saying. I understand what you're saying, man.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hold one moment, OK, Mr. [PII]. You did say your name was [PII], correct?
[CUSTOMER][POSITIVE] Thank you. All right.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hold one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. With whom am I speaking. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], how are you doing?
[CUSTOMER][POSITIVE] I'm good and you? How are you?
[AGENT][NEUTRAL] I'm good, thank you for asking, [PII]. I have a I don't know. I have an insured on the phone by the name of [PII]. She's calling about a life insurance policy. I, I think this is a life insurance policy, the WAO1.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, mhm.
[AGENT][NEUTRAL] Let me know when you're ready for the policy number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's 154276.
[CUSTOMER][NEUTRAL] OK, and what's his callback number?
[AGENT][NEUTRAL] It's [PII]. So I was a little confused with the policy because his name is [PII], but I don't see [PII] listed as uh anyone on as a participant on the policy, but he says he's [PII]'s husband.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh, you can't give him no information because um he's not listed as a beneficiary and I don't see him listed. His name is nowhere on the PRTQ screen because if he was a beneficiary he'll be listed here so um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And so then when I, um, but then when I went to the
[CUSTOMER][NEUTRAL] Has she passed away?
[AGENT][NEUTRAL] Yeah, she's deceased.
[CUSTOMER][NEUTRAL] OK, well you can send them to me. I'll tell him what he needs to.
[AGENT][NEUTRAL] But then he has somebody in the background coaching him, and I explained to him, being that somebody's in the background coaching him, and if we hear that, that makes us feel like it's not, you're not actually who you are, because they're coaching you to say, to answer my question. So, you can't have anyone in the background coaching you because that's against HiPAA protocol, right?
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEGATIVE] It does sound suspicious. Yeah. Oh yeah. Oh yeah. So, um, yeah, you can, you can send them to me and um
[AGENT][NEUTRAL] But he's calling because he's saying that there was supposed to be another child listed on the policy. However, I don't, I'm not seeing it, but.
[AGENT][NEUTRAL] I don't know anything about life insurance, this policy.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] [PII], [PII] with that is the owner, so the owner of the policy needs to call, and the only thing I'm gonna help him with if if he's trying to file a claim, what they, they can do to file a claim, but he can't get any information number one, he's not the owner of the policy. There's an owner listed on here. That's what that O stands for, but we can't tell them this. So that's [PII]. She owns this policy and she's the one that she also has a P by her name. She's paying for it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so, um, anyway, but go ahead and send him over.
[AGENT][NEUTRAL] I, I gave you the policy number then cause I'm, I forgot already. This is [PII] is the spouse, the, the deceased, um.
[CUSTOMER][NEUTRAL] You sure did. And what's his name again? What's his name again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's the spouse? OK.
[AGENT][NEUTRAL] Spouse. Yeah, he's the spouse.
[CUSTOMER][POSITIVE] OK thank you have a good one OK? All right.
[AGENT][POSITIVE] Uh thank you. You do the same. Bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Is this [PII]?