AccountId: 011433970860
ContactId: 98a75bfd-5203-4f94-8c76-b9e9aec10cc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377619 ms
Total Talk Time (AGENT): 140246 ms
Total Talk Time (CUSTOMER): 71597 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/98a75bfd-5203-4f94-8c76-b9e9aec10cc4_20250113T18:56_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, hi, excuse me, my name is [PII].
[CUSTOMER][NEUTRAL] And I wanted to speak with someone about um getting a loan off of my insurance policy.
[AGENT][NEUTRAL] OK, yeah, let me um take a look at that for you. And ma'am, do you have that policy number handy today?
[CUSTOMER][NEUTRAL] I do not have the policy number with me.
[AGENT][POSITIVE] No worries, I can look it up with your social if you'd like.
[CUSTOMER][NEUTRAL] OK, that'd be fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright my friend, and could you verify some information for me real quick please?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Perfect. Could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful and then I'm also gonna have you verify your mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And then could you verify for me your
[AGENT][NEUTRAL] Email address on file?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, I see that here and then just the phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And is that a good number to call you back on if we were to get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, perfect. And then hang tight just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright my friend, I am going to put in a request for a call back unfortunately I don't have anybody available right now to send the call to, but I can have somebody um give you a call back typically it's no no longer than 24 hours if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][POSITIVE] Perfect and I'm gonna have you hang out with me. I just wanna make sure I have the information correct when I put it in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let's
[AGENT][POSITIVE] Awesome I appreciate your patience.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, and I have the numbers [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright, perfect. So I'm just putting the note that insured called to request to take a loan out on whole life policy. Please call back at the [PII]. Do you have a particular time of day, um, that you would want them to try to call around if they could, or to avoid calling around?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, um, anytime.
[CUSTOMER][NEUTRAL] Anytime will be fine. I will be in a meeting at [PII] to think about.
[CUSTOMER][NEUTRAL] Um, so, um, let's see, what is that [PII]. So anytime after [PII] today would be fine, um, and any time tomorrow.
[AGENT][POSITIVE] OK perfect and then I just wanna make sure [PII] are you in Eastern time?
[CUSTOMER][NEUTRAL] Central.
[AGENT][POSITIVE] Central, OK, perfect. And so anytime after [PII] Central Standard Time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and any time tomorrow.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK perfect I did make that note for them and then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Wonderful. OK, perfect. Um, I am sending that request through to them. It hopefully you hear back from somebody right quick and if there's anything else you need or you need help with, um, or if you don't hear back from somebody in 24 hours, please give us a call and let us know, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate your help.
[AGENT][POSITIVE] Hey, yes, it's my pleasure. Thank you as well, you take care.
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.
[AGENT][NEUTRAL] Bye-bye.