AccountId: 011433970860
ContactId: 9300b0e4-d371-4893-9071-59440e38bc9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405299 ms
Total Talk Time (AGENT): 149292 ms
Total Talk Time (CUSTOMER): 136278 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/9300b0e4-d371-4893-9071-59440e38bc9d_20250131T17:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] It's [PII], retired agent.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I don't think you were there when I was active.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, how long have you been APL?
[AGENT][NEUTRAL] Um, 88 years.
[CUSTOMER][NEUTRAL] Uh, yeah, you were there by the end of my tenure. Anyway, I have a client that I sold a life insurance policy several years ago. The policy number is
[CUSTOMER][NEUTRAL] Let's see, let me get my glasses. It's tough when you get old.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] That's why I'm not writing policies now.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh it's 154.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 589.
[AGENT][NEUTRAL] OK, and let's see Mr. [PII] and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And um let's see this policy um
[AGENT][NEUTRAL] Let me have the mailing address on file for verification.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't know her mailing address.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] And this is, uh, what's the name on the policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have her date of birth?
[CUSTOMER][NEUTRAL] Are you asking me stuff I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How may I help you with this policy?
[CUSTOMER][NEUTRAL] Her husband called me last night and was asking me these things, and I said, Whoa, I don't know.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, I gave you the policy number, right?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, yes, you do. Mhm.
[CUSTOMER][NEUTRAL] Uh, we need to know the cash value and the loan value.
[AGENT][NEUTRAL] Mhm, yes, OK.
[CUSTOMER][NEUTRAL] Which is the same thing.
[AGENT][NEUTRAL] And we need to, to give you a call back with this information or is it gonna be calling back um the husband?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Me, but you can't look it up now?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh no, it goes to customer service to [PII]. I'm pretty sure you remember [PII]. Uh, she's the one that takes care of this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEGATIVE] You can't connect me to [PII] unless you do this now.
[AGENT][NEUTRAL] Uh, let me try and see if she's uh available to do this, um, because she would have to research, but let me have, um, let me have your name one more time. I didn't quite, uh, get your name.
[CUSTOMER][POSITIVE] Thank you dear.
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm a retired agent.
[CUSTOMER][NEUTRAL] For APL or G with bunch of years. The uh client's name is [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. Oh.
[CUSTOMER][NEUTRAL] You have, you need the policy number again?
[AGENT][POSITIVE] No, no, I have that information thank you it's OK all right uh.
[CUSTOMER][NEUTRAL] OK dear, how long have you been there?
[AGENT][NEUTRAL] 8 years.
[CUSTOMER][POSITIVE] Yeah, I might have that you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I've been in there maybe once.
[AGENT][NEUTRAL] Yeah, I came in like in the middle of the year. I'm not sure if, yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, I've been retired now for, I don't know, several years.
[AGENT][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. All right, let me see if I can get Ms. [PII], OK? One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, Mr. [PII]. OK, um, she is away from her desk, um, so she's not available right now. Um, again, I can go ahead and send her a request to give you a call back. Is that OK?
[CUSTOMER][POSITIVE] Yeah, that'll work.
[AGENT][NEUTRAL] OK. So I'll go ahead and do that because, yeah, she is away. She's not at her desk right now. Mhm.
[CUSTOMER][NEUTRAL] Alright, do you have my call back number on your caller ID I'm sure.
[AGENT][NEUTRAL] Um, yeah, and, uh, you did give it to me [PII].
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK. All right. Well, I'll get her to call you back with that information, OK?
[CUSTOMER][NEUTRAL] Alright, uh, [PII], is she?
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] The one I need to talk with.
[AGENT][NEUTRAL] Yeah, she's in customer service. Mhm.
[CUSTOMER][NEUTRAL] OK, and you say she's just, uh, on a break.
[AGENT][NEUTRAL] Yeah, I, I'm not sure if she's in break or lunch. She's just not at her desk. It's saying that she's away. Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well I appreciate your help and.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I'll wait for her phone call.
[AGENT][NEUTRAL] OK, will do.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][POSITIVE] Thank you for calling ATL. You're welcome. Bye-bye.