AccountId: 011433970860
ContactId: 86eef14d-fb05-478e-a891-b015375ba802
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 646289 ms
Total Talk Time (AGENT): 169229 ms
Total Talk Time (CUSTOMER): 145233 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/86eef14d-fb05-478e-a891-b015375ba802_20250507T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh this, I'm [PII], I'm what I'm calling for, uh, on [PII]'s uh life policy.
[CUSTOMER][NEUTRAL] I talked to a young lady about it 2 weeks, 3 weeks ago, and I told her that I wanted to catch value off of it.
[CUSTOMER][NEUTRAL] And uh I was so drop it.
[AGENT][NEUTRAL] OK, so you're wanting to change something on a life insurance policy?
[CUSTOMER][NEUTRAL] No, I don't want to change if you look at your notes.
[CUSTOMER][NEGATIVE] The lady that I talked to, I told her I wanted to cash value off of the policy and drop it, and she told me I was gonna need a uh notary, but she never sent me anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, um, can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then what is your policy number?
[CUSTOMER][NEUTRAL] I don't know it, but I have, uh, my son's Social Security number. I thought that if I was paying for the policy, they would only need my Social Security number, but she said she needed my son's social security number.
[AGENT][NEUTRAL] OK. All right. What is that, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] And you were calling because you had previously called about cash value, is that correct?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me find the policy and what is your son's name?
[CUSTOMER][NEUTRAL] [PII] um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then, um, may I also get your social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that was [PII].
[CUSTOMER][NEUTRAL] At
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and can you um please repeat your, your name for me again?
[CUSTOMER][NEUTRAL] I'm, I am a.
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][POSITIVE] OK, thank you very much. Let me look this up.
[AGENT][NEUTRAL] OK, Ms. [PII], what I'm going to need to do is um send in a request.
[AGENT][NEUTRAL] For somebody from the um.
[AGENT][NEUTRAL] Customer service department to call you back about that cash value so that you guys can talk and you can make sure you get all the information that you need to fill out, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, um, first, what I'm going to need to do is verify your date of birth.
[CUSTOMER][NEUTRAL] Which one?
[AGENT][NEUTRAL] Yours.
[CUSTOMER][NEUTRAL] Mine or my son.
[AGENT][NEUTRAL] Yours.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also can you verify your address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also, can you give me your email address that we have associated with the policies?
[CUSTOMER][NEUTRAL] [PII] on but [PII].
[AGENT][POSITIVE] OK. Thank you very much, Ms. [PII]. I appreciate you verifying that information for me.
[AGENT][POSITIVE] Alright, I'm gonna put you on a quick quick hold while I send in that request and I'll be right back with you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] back with you again. I do have that request in for you now and
[AGENT][NEUTRAL] You should be getting a call back within 24 hours from somebody in the customer service department.
[CUSTOMER][NEUTRAL] I, I just have a question.
[CUSTOMER][NEGATIVE] Or a statement. Now, I called back I called in like 3 weeks ago. I would like to know why the representative of the young lady never did do anything for me.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, I did look in the notes and I see that some paperwork was sent to you.
[AGENT][NEGATIVE] But you said you haven't received anything yet.
[CUSTOMER][NEUTRAL] In the mail or on the email?
[AGENT][NEUTRAL] In the mail.
[CUSTOMER][NEUTRAL] In the mail.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Was it under the APL?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Lord have [PII].
[CUSTOMER][POSITIVE] Alright, well send it again. I'm sorry, I apologize.
[AGENT][NEUTRAL] That's OK. That's all right. Um, I did, I did send in in that request and I did state on the request that I did verify your address. So we have the good address and that, and to have somebody call you back so they can advise to you, you know, what to do. Uh, and when you get the paperwork, if there's any questions that you may have about filling it out, they can help you, OK?
[CUSTOMER][NEUTRAL] It's
[AGENT][POSITIVE] All right. Thank you, Ms. [PII]. I, you're very welcome. I hope you have a blessed rest of your week and thank you for calling APL.
[CUSTOMER][NEUTRAL] I feel
[CUSTOMER][POSITIVE] You too, honey. You too.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.