AccountId: 011433970860
ContactId: 9a4b3a4e-4eab-47b1-81f2-8641186337cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 573780 ms
Total Talk Time (AGENT): 194308 ms
Total Talk Time (CUSTOMER): 227225 ms
Interruptions: 7
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/9a4b3a4e-4eab-47b1-81f2-8641186337cf_20250403T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, yes, I wanted to find out, um, we received an invoice for a life insurance policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we haven't had an invoice since [PII].
[CUSTOMER][NEGATIVE] And we thought this policy expired or
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so could you
[AGENT][POSITIVE] And then I can help you with.
[CUSTOMER][NEUTRAL] Help me with
[CUSTOMER][NEUTRAL] If it's still um in effect we need to change the beneficiary on there also I need to change the beneficiary form.
[AGENT][NEUTRAL] Yes ma'am, I can help you with the invoice. Can I please get your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII] and my number is [PII].
[AGENT][NEUTRAL] And um can I also get your policy number that you see on the letter?
[CUSTOMER][NEUTRAL] Yes, the policy number is 3004384.
[AGENT][NEUTRAL] Miss [PII], are you there?
[CUSTOMER][NEUTRAL] Yes, yes, uh huh.
[AGENT][NEUTRAL] OK, I can hear you. OK. And um do you see a policy number on the letter that you received?
[CUSTOMER][NEUTRAL] The policy number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Reference number
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is 3004384.
[AGENT][NEUTRAL] Do you see a reference number?
[CUSTOMER][NEUTRAL] Yes, the reference number is 152171.
[AGENT][NEUTRAL] OK, let me look that up real quick for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] Mm, that's not working for me, um.
[AGENT][NEUTRAL] And what is your last name?
[CUSTOMER][NEUTRAL] My last name is [PII], but the policy is under [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] OK, thank you so much. That, that helps me. All right, let me.
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEUTRAL] Is [PII] there for me to be able to um get consent to talk about the policy with you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, he, he is not with me in the office.
[AGENT][NEUTRAL] OK, um, unfortunately we can't give information out to anybody but the account holder without consent.
[CUSTOMER][NEUTRAL] Information out anybody but.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Let me see if I can get him on my cell phone and put him on speaker.
[AGENT][POSITIVE] Yes, that will work.
[CUSTOMER][NEUTRAL] OK, let me see if I can get him to answer.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's hard to get sometimes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] We're sorry, you have reached a number that has been disconnected. That ain't right.
[AGENT][POSITIVE] Go ahead and take your time.
[CUSTOMER][NEUTRAL] I just
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Whatever I did, it said it's disconnected, but I just received a text from him so I know.
[AGENT][NEUTRAL] And just so, so you know, I've been having um.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So you know I've been
[AGENT][NEUTRAL] Phone troubles today with the weather, so if we get disconnected I'll call you back.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK. Hey, [PII]. Yeah. Hey, I'm on the phone with this American Public Life um we received a bill and I was want to talk to this lady about it. Would you tell her um that it's OK to talk to me? Yes.
[AGENT][NEUTRAL] Hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] Yes, this is small group, the, the, the owner of the policy, and [PII] is, uh, is my office manager, and you can discuss this policy with her.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and [PII], can you just real quick verify your date of birth for me?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then I'll need your physical address and and then I'll be able to let you go.
[CUSTOMER][POSITIVE] Thank you and then I'll.
[CUSTOMER][NEUTRAL] Address and I'll be able to let you know.
[CUSTOMER][NEUTRAL] Uh, physical address, uh, I think, I think that policy is at [PII]. Is that the, is that correct?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Yes, yes, that's correct. I appreciate you giving me consent, sir. I hope you have a blessed day and thank you very much for giving us your time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] consent.
[CUSTOMER][NEUTRAL] Time
[CUSTOMER][POSITIVE] All right, thank you, thank you for your help.
[AGENT][POSITIVE] You're welcome, sir.
[CUSTOMER][POSITIVE] Thanks [PII] bye.
[CUSTOMER][NEUTRAL] OK, I can't believe you answered.
[AGENT][NEUTRAL] OK, Ms. [PII], we've got that.
[AGENT][NEUTRAL] Yes, ma'am, um.
[CUSTOMER][NEUTRAL] He's a busy, he's a busy person.
[AGENT][NEUTRAL] Yes, so what need to do is um so that we can get answers about the invoice that you received on this policy I'm gonna need to transfer you on over to customer service so that they can help you with that and I will tell them that we've already gone through the verification process and you will not have to do that again, OK?
[CUSTOMER][NEUTRAL] Uh, I never know where he's at.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Go on.
[CUSTOMER][NEUTRAL] OK, and will they be able to tell me about the um help me with the change of beneficiary form?
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] Uh, the change of beneficiary form, they should be able to help you with that too, yes, ma'am.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um-hum.
[AGENT][NEUTRAL] Oh, can you hear me? OK, so it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] Yes, yes, OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] f er ring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, this is [PII] with the care team. Who am I speaking with?
[CUSTOMER][NEUTRAL] Good morning. Sorry. This is [PII].
[AGENT][NEUTRAL] Oh hi [PII]. OK, I couldn't hear you when you first came in. I've got [PII] on the phone. She is the office manager for policy number 152171 for [PII].
[AGENT][NEUTRAL] [PII] did verify that it is OK to speak with Ms. [PII] about his policy and everything's been verified. The number she's calling from is a good call back number and she's calling because she thought this policy was lapsed and they received an invoice, so she's calling to question that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. um, can you repeat that policy number for me again? I think I missed a number.
[AGENT][NEUTRAL] Yes, it's 15
[AGENT][NEUTRAL] Yes, it's 152171.
[CUSTOMER][POSITIVE] OK, I do have it correct.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh, OK, OK. Give me just a second. I was working on a policy and see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know to place a note.
[AGENT][NEUTRAL] And she and he did give consent for us to talk to her we did a call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII], correct.
[AGENT][NEUTRAL] Tried.
[CUSTOMER][NEUTRAL] All right, you can go ahead and send them over.
[AGENT][NEUTRAL] OK, I'm, is it OK to release the call?
[CUSTOMER][POSITIVE] Mhm. Yes, you can go ahead. Thank you.
[AGENT][POSITIVE] OK thank you OK alright bye bye [PII].