AccountId: 011433970860
ContactId: 96ceaeeb-3964-433f-9670-777dc30b7f4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 745640 ms
Total Talk Time (AGENT): 238737 ms
Total Talk Time (CUSTOMER): 176802 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/96ceaeeb-3964-433f-9670-777dc30b7f4c_20250326T20:24_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] Uh, this is [PII]. I have a policy with you and I need to know if I have any cash value, uh, on my policy.
[AGENT][POSITIVE] OK, I can definitely take a look into the policy for you and um get you to the right person if I need to. Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now the name is [PII]
[AGENT][NEUTRAL] OK, my apologies.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all right. And my, my number would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] I guess the one, it should be the one that's some uh.
[CUSTOMER][NEUTRAL] Where it's drafted from my bank.
[CUSTOMER][NEUTRAL] That's all I know. That's
[CUSTOMER][NEUTRAL] I need this information. Would it be, uh.
[AGENT][NEUTRAL] I can look, I can
[CUSTOMER][NEUTRAL] I'll read you the numbers.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] I can search your policy with your social if you like.
[CUSTOMER][NEUTRAL] OK. My social security number is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So I'm just waiting for the um policy to pull up here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me see if I can try it.
[AGENT][NEUTRAL] Hold on one second, Ms. [PII].
[AGENT][NEUTRAL] And the last name, um just to make sure I have it right, [PII]?
[AGENT][NEUTRAL] Is that correct, Ms. [PII]?
[CUSTOMER][NEUTRAL] What you tell.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Repeat that. I mean, I didn't think you were talking to me.
[AGENT][NEUTRAL] OK, I was just making sure I spelled your last name right. It was [PII]?
[CUSTOMER][NEUTRAL] What did you say?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just waiting for the policy to come and you're the policy holder or what should I be looking for another name? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I'm the policy holder.
[CUSTOMER][NEUTRAL] Or it's, it's on me. Is that what you mean?
[AGENT][NEUTRAL] Yes, ma'am. Um, I
[AGENT][NEUTRAL] So let me see, let me try to, um, I'll try it through the old system because I don't see anything here, and it's a whole life policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me try this one.
[CUSTOMER][NEUTRAL] And I've had it for several years.
[AGENT][NEUTRAL] Let me try it this way. Um, Ms. [PII], do you mind if I place you on just a brief hold? I'm just pulling up the older system so I can try to see if maybe it's there.
[CUSTOMER][NEUTRAL] No, I don't mind.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Lower if it's not in.
[AGENT][NEGATIVE] It ain't in a one for sure.
[AGENT][NEUTRAL] Well, I hope it's in 22. 22 can't let me go through.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. Um, I'm not able to find a policy, so this is what I'm going to do. There's only one representative who works with the whole life policies. I'm gonna go ahead and send her a message with your name and number.
[AGENT][NEUTRAL] Um, we use the social, but I'm not putting that in there. Um, I'll just put your name and number and have her give you a call to try to locate the policy and help you. Um, she will also be the one who would give you the cash value anyway.
[CUSTOMER][NEUTRAL] OK, well, can I give you this number that's on my uh checking account where is?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Drafted each month, would that help?
[AGENT][POSITIVE] Yes, ma'am. I can provide her with any information you have. Yes, that will help.
[CUSTOMER][NEUTRAL] OK, I'm not sure. This is what it's saying, Transamerica.
[CUSTOMER][NEUTRAL] In payment 07.
[CUSTOMER][NEUTRAL] I N D.
[CUSTOMER][NEUTRAL] 07 and then the number is [PII].
[CUSTOMER][NEUTRAL] And they end up, at the end of it, it says [PII], and they debit $38.15 every month.
[AGENT][NEUTRAL] 15 cents monthly.
[CUSTOMER][NEUTRAL] Does that help?
[AGENT][NEUTRAL] Yes, ma'am. I'm gonna give this to her, to [PII], um, and she's going to look into it and then um if there is a policy, she'll go ahead and be able to, you know, give you your policy number and give the cash value. She's the only one who works with the whole life policy, so, um, she'll be able to help you.
[CUSTOMER][NEUTRAL] Well, if there is on the policy, somebody owes me a lot of money cause y'all debit $38 or $35.24 every month.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] It's either that or it's a different company. I'm going to check into this Transamerica because this is American Public Life, but I don't know how it comes over in the um draft payment, so I'm gonna have [PII] look into it because that, I mean, [PII].
[CUSTOMER][NEUTRAL] Well, no, I have one in [PII]. I have one in Trans [PII].
[AGENT][NEUTRAL] Right, but this
[CUSTOMER][NEUTRAL] And I have one in America, Republic.
[AGENT][NEUTRAL] Right, but this is neither. This is American public life. So we're not American Republic or Transamerica. This is a different, we're American public life.
[CUSTOMER][NEUTRAL] Oh, OK. Well, how would I get the number for American Republic?
[AGENT][NEUTRAL] Let me see, I actually just had a call this morning about that. Let me see if I still have it up. Hold on one second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um, so I was able to find an 800 number for her for American Republic Insurance. Uh, it was just a customer service number, so I, I hope that will help, but did you still want me to reach out to [PII] just in case?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, if this is the right company, I don't think there's any sense in it.
[AGENT][NEUTRAL] Well, yeah, that's true. I just wanna make sure we look into everything. If, if it is definitely American Republic, then yes, it's a different company than American Public Life.
[CUSTOMER][NEUTRAL] Yeah, let me, let me read this off to you, honey, cause I think that's what it is. It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] OK, yes, I'm gonna go with them.
[CUSTOMER][NEUTRAL] And I know there's a deviation.
[CUSTOMER][NEUTRAL] I know there's abbreviation but I don't know what they mean.
[AGENT][NEUTRAL] Well, it's OK, but yes, that American Republic, yeah, that's American, it sounds like I, I haven't worked with them, but it sounds like that is American Republic. Um, I can give you this 800 number that I was able to find for the other caller if you want to try it.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, so let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. I appreciate that so much. Thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Well, if you need anything, let us know, but I hope that gets you to where you need to be, OK?
[CUSTOMER][POSITIVE] Thank you. I hope so too.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling American Public Life. I hope you have a good day.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] You too, honey.
[AGENT][POSITIVE] Thank you. Bye