AccountId: 011433970860
ContactId: 9812eec0-0e3a-4e10-b192-955340e1b59e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272220 ms
Total Talk Time (AGENT): 94887 ms
Total Talk Time (CUSTOMER): 78465 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/9812eec0-0e3a-4e10-b192-955340e1b59e_20250325T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], how are you?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I was just trying to make sure I'm calling the right number um.
[CUSTOMER][NEUTRAL] I think I, my, I just called my mom to see who's my life insurance with and I think she told me American Public Life. Is this the correct number?
[AGENT][NEUTRAL] Yeah, we are American Public Life Insurance. Do you have a policy number for your policy or anything?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I didn't get my policy number. Um, can you look it up about my social identity just call you right back with the policy number?
[AGENT][NEUTRAL] Oh, we can look it up by social. What's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you for that. Bear with me here just one moment. Let me take a look.
[AGENT][NEUTRAL] And then can I get your first and last name?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII], middle initial is [PII]
[AGENT][NEUTRAL] Alright. First name is [PII], last name is [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I didn't bring up your policy. Let me try searching by your name. Uh, is your last name [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] First name is [PII]
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][NEUTRAL] OK. And what state do you live in?
[CUSTOMER][NEUTRAL] Right now I live in [PII], but I was living in [PII] in [PII] at the time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And can you verify with me, [PII], what the address in [PII] would have been?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] All right, thank you so much. All right, so it looks like [PII], you did have a life insurance policy with us. Um, it was back a few years ago. It's no longer active. It looked like it was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK, and so that's, that's what we were thinking because I told her that I think it, uh.
[CUSTOMER][NEUTRAL] Still a little older now, so I told her I think that she uh switched it um you know, years ago to Liberty Mutual, um, and that could be the case cause I think that one was what for 10,000.
[AGENT][NEUTRAL] Uh, let's see what I can go back and look, yeah.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, it looks like it was a whole life policy and uh for 10,000, correct, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] So basically, um, that since that's ended, um there's nothing we can do about that one, right?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEGATIVE] Yeah, I mean, it's been, because it's been canceled for so long, there's no way to reinstate it. Reinstatement would only be like an option within the 1st 30 days, so.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK well thank you so so much, OK?
[AGENT][POSITIVE] Yeah, you're welcome you have a good rest of your day, [PII].
[CUSTOMER][NEUTRAL] OK, you too. Bye bye.
[AGENT][NEUTRAL] Bye bye.