AccountId: 011433970860
ContactId: 952576af-4219-42e0-8676-5578d7ecd1ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216559 ms
Total Talk Time (AGENT): 98559 ms
Total Talk Time (CUSTOMER): 91648 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/952576af-4219-42e0-8676-5578d7ecd1ad_20241230T17:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] I have a question. I'm trying to find out what the cash value is on my life insurance policy.
[AGENT][NEUTRAL] The cash value?
[CUSTOMER][NEUTRAL] Yeah, it, I believe it's whole life, isn't it?
[AGENT][NEUTRAL] Oh, OK. Um, let me get some information from you. I will have to have someone call you back. Um, if you're talking about something about cashing it in, then, um, you know, that's something that another person would deal with. I only deal with like death. OK, can I get your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Well, I think my policy is under [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Can I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] And I usually, I, I guess my agent is, is [PII] still there?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I'm not even sure who that is. If that was somebody that sold you the policy, they wouldn't, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, yes, she's who I've talked to before, but anyone will do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have your policy number, please?
[CUSTOMER][NEUTRAL] Uh yes, it is 453-685. I wasn't sure how to find it online.
[AGENT][NEUTRAL] Can you verify your date of birth, address, and email address, please?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII] or [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my email is [PII] and [PII] is spelled [PII].
[AGENT][NEUTRAL] OK. [PII], thank you so much for verifying that information. [PII], your name is [PII]? [PII]. OK. All right. Thank you so much for verifying that information. Um, so, um, I'm going to give your callback number of [PII], um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes it is, yes, mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And have them call you back and this is wanting to, the information that you're needing to know is the cash value of your um policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me just
[AGENT][NEUTRAL] Yeah, that would be customer service. Yeah, so I'm gonna pass this information on and um someone will give you a call back. Um, is there anything else I can verify for you today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, well, I think the amount is, um, maybe, mm, let me look, I had it wrote down 8000, not sure.
[AGENT][NEUTRAL] Your policy
[AGENT][NEUTRAL] The policy
[CUSTOMER][NEUTRAL] Yeah, my whole life.
[AGENT][POSITIVE] Yes, yes, you are correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, yeah I guess uh I just need to know the cash value on it.
[AGENT][POSITIVE] OK, not a problem at all. I will sure let them know. Thank you so much for calling APL and you have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.