AccountId: 011433970860
ContactId: 7e49995b-4726-4f50-ade6-200cbeba29ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195089 ms
Total Talk Time (AGENT): 59556 ms
Total Talk Time (CUSTOMER): 96418 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/7e49995b-4726-4f50-ade6-200cbeba29ad_20250602T18:20_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] Hey [PII], how are you today? Uh, I have a what I'm good. Uh, my name is [PII], uh, with McCain Auto Supply. Uh, I can give you my group number if you need it. Uh, I was just curious. I, I, I couldn't remember. I have a cancer and a term policy with you guys. I was just curious what the uh.
[AGENT][POSITIVE] I'm doing well. How are you?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] What the amount of coverage on the term life insurance policy was, it's been so long since I took it out I can't recall.
[AGENT][POSITIVE] OK. And um I'll be more than happy to help you with the um term Max for your life policy. And may I have a good contact number in case we're disconnected and your group number?
[CUSTOMER][NEUTRAL] Uh, phone number [PII].
[CUSTOMER][NEUTRAL] And the group number is 16,590.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I have you here and um Mr. [PII], I just need you to verify the, well, you already gave me the group name, um, the group mailing address and your email address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the, uh, mailing address, uh, on record, uh, is [PII] and my email address is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And do you mind if I place you on just a brief hold while I get, actually, it just came up. Hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, so the max for your life policy is 25,000.
[CUSTOMER][NEUTRAL] OK, 25,000. OK, that, that's what I needed to know. I was just, uh, curious and then the, uh, the cancer policy that, uh, that I have with you guys.
[CUSTOMER][NEUTRAL] Based on the uh on the little notation on here it looks like it's a for for the family, is that correct?
[AGENT][NEUTRAL] Uh, let me see, hold on one moment.
[AGENT][NEUTRAL] Um, this covers you and [PII].
[CUSTOMER][NEUTRAL] OK, OK, me and my wife, [PII].
[CUSTOMER][POSITIVE] And [PII], OK, alright, just a little fact finding today. I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll take care of it thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.