AccountId: 011433970860
ContactId: 7f8ae001-0a0e-4868-8ec7-eb5369bc50bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 677280 ms
Total Talk Time (AGENT): 104055 ms
Total Talk Time (CUSTOMER): 152426 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/7f8ae001-0a0e-4868-8ec7-eb5369bc50bd_20250211T21:07_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] Oh no, the reason I'm calling, my mother had a can or had a cancer policy with y'all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't know if you're the one I need to talk to. I had originally spoke to [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And a lady named [PII], they had to be put in the nursing home and the financial advisor needed a letter saying that there was no cash value in the cancer policy. Well, we first started calling [PII] for this letter. OK. Then a couple of weeks ago, I called back to see why it wouldn't mail because [PII] had told me they would mail it the very next day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Well, we never got it. When I called a couple of weeks ago, they said [PII] was waiting on her supervisor to sign off on the letter. Well, we're gonna have to pay $4000 something dollars to the nursing home for that month's stay if we don't get this letter, and I'm calling to see where it stands right now. I mean, all we need is a letter stating no cash value.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, and I'm, I'm sorry that you haven't received it. I don't know what the um delay is, but I'll be more than happy to look into this for you and get the letter to you. Um, may I have your name?
[CUSTOMER][NEUTRAL] Yeah, they're saying that they said that uh they were waiting on her supervisor to sign off on it. My name is [PII].
[CUSTOMER][NEUTRAL] Do you want the policy number?
[AGENT][POSITIVE] Yes, ma'am, and a good contact number in case we're disconnected as well.
[CUSTOMER][NEUTRAL] OK, my number is [PII].
[AGENT][POSITIVE] Thank you for that and then the policy number.
[CUSTOMER][NEUTRAL] 75636.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And who am I speaking with?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII]. OK, [PII], thank you.
[AGENT][NEUTRAL] Yes, ma'am. You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, [PII]. OK. So, do you mind if I place you on just a brief hold? I'm getting ready to reach out to [PII] to see if there is an update.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] Doing good. How are you?
[AGENT][POSITIVE] I'm doing good. Um, I have an insured on the other line. It looks like [PII] was helping her. She's trying to get a no cash value letter, um, but she's been calling for a little while, um.
[AGENT][NEUTRAL] About the letter, she was needing an update. Um, is this something you can help me with because I can't get to [PII]. I tried to send her a team.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh, do you, can I look at the policy number? It's probably a lady that I talked to before, and unfortunately, I don't have any more information about it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. It's
[CUSTOMER][NEUTRAL] Then calling the yes.
[AGENT][NEUTRAL] It's it's 75636.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That letter teams to males stating policy has no cash value.
[CUSTOMER][NEUTRAL] That is what it says.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will go ahead and try to help her out.
[CUSTOMER][NEUTRAL] You can go ahead and send her.
[AGENT][NEUTRAL] OK, um, hold on one second, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I tried to reach out to [PII] directly, but I was unable to get her. Um, however, I do have a member from her department that's going to assist you further with the letter and an update. I I didn't have one to give, but she can assist you.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][POSITIVE] Oh, OK. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Before I transfer you, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that's all thank you.
[AGENT][NEUTRAL] You're welcome. Well, thanks for calling APL and hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Ms. [PII], I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello, good afternoon, this is