AccountId: 011433970860
ContactId: 9b70f592-0ec9-4507-a62a-a90caffdad8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 484820 ms
Total Talk Time (AGENT): 158555 ms
Total Talk Time (CUSTOMER): 162583 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/9b70f592-0ec9-4507-a62a-a90caffdad8f_20250423T15:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] and billing. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing well. So I have a Miss [PII] on the phone. She um has recently retired and got some letters in the mail about a portable uh policy, and she's got a few questions about it.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] It is 720756.
[CUSTOMER][NEUTRAL] And I've got her verified and everything.
[AGENT][NEUTRAL] OK, and what's her callback number?
[CUSTOMER][NEUTRAL] Oh, I did not ask what her callback number was though.
[AGENT][POSITIVE] OK, I will get it. Thank you.
[CUSTOMER][NEUTRAL] Oh wait, I didn't ask her number was, huh, that's right. It is the number on the screen. OK, how did I verify her? I was like I did, I did ask her her number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] She might be a little hard to understand, but I'll, uh, I'll get you over to her.
[AGENT][POSITIVE] Oh, OK, thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Miss [PII]? Oh yeah.
[CUSTOMER][POSITIVE] I apologize for that hold. I have [PII] on the phone from our customer service department and she's gonna help you out with those questions you have. OK.
[CUSTOMER][POSITIVE] All right thank you and have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] OK, good morning, Ms. [PII]. This is [PII] in customer services, and um she was saying that you were wanting to support your policy, is that correct?
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] I wanted to know what was going on. Oh.
[CUSTOMER][NEUTRAL] APLS sent me 3 different letters.
[CUSTOMER][NEUTRAL] And I wanted to know what they were for.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the policy number that, um, she gave me is a life policy on.
[AGENT][NEUTRAL] Addison.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] We're just giving you the opportunity if you wanted to to continue the policy, um, you can.
[CUSTOMER][POSITIVE] As it have as value.
[AGENT][NEUTRAL] Uh, it would take me a little while to figure it up. I would have to figure out to see if it has any cash value or not.
[CUSTOMER][NEUTRAL] I would like to know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and what were the other two policy numbers that you have?
[AGENT][NEUTRAL] This was the only one that she gave me. OK.
[CUSTOMER][NEUTRAL] Oh that
[CUSTOMER][NEUTRAL] I have a hold up.
[CUSTOMER][NEUTRAL] Yeah. Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The other.
[CUSTOMER][NEUTRAL] Odyssey number is.
[CUSTOMER][NEUTRAL] 007.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 78933
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Let me pull it up real quick, hold on.
[AGENT][NEUTRAL] OK, what was that number again? I'm sorry, I must have wrote it down wrong.
[CUSTOMER][NEUTRAL] Let me see. Uh, he wrote, he wrote A.
[CUSTOMER][NEUTRAL] 78933
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is a 30 year term life um on you.
[AGENT][NEUTRAL] And there's, there's, there's no cash value builds up on a term life, but um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And and all the.
[CUSTOMER][NEUTRAL] 00778933.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] And no cash value.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] No, ma'am, it's a term life.
[AGENT][NEUTRAL] On you and it's for $25,000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the other policy number and I can look it up.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Hero hero.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] X 2 I 804.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is your intensive care policy on you.
[AGENT][NEUTRAL] Like if you were to go into the intensive care, it would cover that. That one's $4.50 a month.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] How much
[AGENT][NEUTRAL] $4.50 a month and the benefit is $325 per day in intensive care.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm, what was the other one.
[CUSTOMER][NEUTRAL] It didn't have ask me.
[AGENT][NEUTRAL] Uh, 720756. Um, I have to figure out if it has cash value or not. That one's a whole life. The 778-933 is a term life, so it has no cash value.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And it, it has no uh it's.
[AGENT][NEUTRAL] No. No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So is there anything else I can help you with today, or?
[CUSTOMER][NEUTRAL] Alright, well, what I.
[CUSTOMER][NEUTRAL] Yeah, how long it's supposed to you know it was.
[CUSTOMER][NEUTRAL] If the other one has SA.
[AGENT][NEUTRAL] I should be able to call you back either today or tomorrow.
[CUSTOMER][NEUTRAL] OK. Oh.
[CUSTOMER][NEUTRAL] S
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm like, it's uh.
[CUSTOMER][NEUTRAL] It's for me, how much?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, 25,000.
[CUSTOMER][NEUTRAL] [PII] the beneficial, right?
[AGENT][NEUTRAL] Uh, let me pull that back up and say, hold on just a second.
[CUSTOMER][NEUTRAL] um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII] and [PII] are the beneficiaries.
[CUSTOMER][NEUTRAL] Go online
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I need a uh release the name off.
[AGENT][NEUTRAL] OK, I can get the forms sent to you, uh, once the, the policy has been reinstated, um.
[AGENT][NEUTRAL] Once we receive back your portability forms, we'll get a um beneficiary change form out to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] All right, I, uh, how many days I have, uh, I decided I'm gonna keep it not.
[AGENT][NEUTRAL] Uh, 30 days from the date of the letter.
[CUSTOMER][NEUTRAL] All right. Well, I am, I'm in a couple of days.
[AGENT][NEUTRAL] OK. I will give you a call back with the, the cash value on [PII]'s policy. Is a good callback number the [PII]?
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] OK, alright, I will give you a call back either this afternoon or tomorrow.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, well thank you for calling APL you have a.