AccountId: 011433970860
ContactId: 89198a95-76ae-427d-b94b-64d17e22048b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230139 ms
Total Talk Time (AGENT): 79651 ms
Total Talk Time (CUSTOMER): 98119 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/89198a95-76ae-427d-b94b-64d17e22048b_20250602T20:02_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] Um, hi, [PII]. This is [PII]. I'm in the claims department. Um, I have a, hey, I have a, um, member on the line, well, a member's mother on the line for a life insurance policy. The policy expired, but, um, she said this is her son's policy, and she's filling out paperwork for him to um renew the policy to keep the policy. Let me give you the policy number.
[AGENT][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See if you can assist me. It is 02323731.
[AGENT][NEUTRAL] Um, I can look at it, but life policies goes to [PII]. She's the only one that works with Life. Um, but let me check. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] This isn't life. What is this?
[CUSTOMER][NEUTRAL] OK, yeah, I just looked at it. I'm like, oh, this ain't life, but she's swing down.
[AGENT][NEUTRAL] Is it accident? I think this is accident.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so she wants to [PII]. OK. She wants to reinstate her policy?
[CUSTOMER][NEUTRAL] Yeah, she said this is her son's policy. She's not on the policy, but she verified all of her son's information. She said that she's filling out paperwork for, for him. She received paperwork from us in the mail and she's trying to fill it out and she was asking me what, what was meanings of certain language that was on the paperwork. I had no idea what she was talking about, so.
[AGENT][NEUTRAL] OK, I can try to see what's going on. Um, you can send it through.
[CUSTOMER][NEUTRAL] OK. Her name is [PII] and her callback number is the number that's in the system.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, here she is. Thank you.
[AGENT][POSITIVE] OK, you're welcome.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm doing good. So I'm trying to assist Evie, um, she said that you have a life policy with us.
[CUSTOMER][NEUTRAL] Well, now, after I've been put on hold, I'm reading here it says accidental injury.
[AGENT][NEUTRAL] Accident. Mhm. OK. So yes, I do see the accident policy here for your son. Um, what were you needing help with?
[CUSTOMER][NEUTRAL] Well, I was wanted to, um, now that he's not working here anymore, I wanted to try and just keep the life insurance is, is that this department too?
[AGENT][NEUTRAL] Well, hold on one moment because I'm not actually showing. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so there's two things. There's no life policy, it's only accident, but um, is, is he available for me to get permission to speak with you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, he's got his new job, but um.
[CUSTOMER][NEUTRAL] I can just call the insurance people back and ask them again what company the life insurance is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's all. Have a good day.
[AGENT][POSITIVE] Alright. You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh huh bye bye.