AccountId: 011433970860
ContactId: 9cb941a7-18d4-4cb5-9529-866dc7e7a936
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415980 ms
Total Talk Time (AGENT): 148399 ms
Total Talk Time (CUSTOMER): 127016 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/9cb941a7-18d4-4cb5-9529-866dc7e7a936_20250603T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII] and I want to check into my, uh, I have American public life, uh, and I'm retiring.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need
[CUSTOMER][NEUTRAL] OK, so how much, how much do I have? How much is the policy?
[AGENT][NEUTRAL] I would need to pull it up and see. Do you have your policy number?
[CUSTOMER][NEUTRAL] You know, I can give you my social.
[AGENT][POSITIVE] OK, that works also. Go ahead whenever you're ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. Thank you so much. Give me just a moment while I pull this up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And if I could please verify your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII], and then I'll need your date of birth and address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] And so on this policy you're just wanting to know what the value of it is like what it pays out or how much the premium is.
[CUSTOMER][NEUTRAL] Yes, and then because uh it's taken out of my, my paycheck, so I, I want to fill out the information that I need in order to have it taken out of my bank account because [PII] is my last day.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So, um, the premium on it is $29.50 so that would be the cost every month.
[CUSTOMER][NEUTRAL] Of work.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Have you gotten anything from us yet about continuing on the policy?
[CUSTOMER][NEUTRAL] No, because I, I, I talked to someone and I send it, send it to my Gmail account, but I'm having problems, so can you send it to my school address so I can make, make the copies while I'm here still here at work.
[AGENT][NEUTRAL] Yeah, let me take a look here and see.
[AGENT][NEUTRAL] OK, what email did you want it sent to?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Senator [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I can resend that to that email.
[AGENT][NEUTRAL] Did you have any other questions or concerns?
[CUSTOMER][NEUTRAL] Uh, how much, how much is the policy worth?
[CUSTOMER][POSITIVE] The value of it.
[AGENT][NEUTRAL] Um, well, it's a heart attack and stroke, so let me see what the benefits on it are here. Let me pull that up.
[CUSTOMER][NEUTRAL] Heart attacks and stroke.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's a heart disease, heart attack, stroke, um, like type plan and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I'm still here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just trying to scroll. I had to pull the policy up and uh I'm just trying to my benefits page here. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, so, I mean, it's basically paying um if you have a heart attack or a stroke. There's a maximum benefit payment. It does break it down by the type as far as the description.
[AGENT][NEUTRAL] There's a lot of information there. I'll be honest with you, Ms. [PII]. I could send you a copy of this if you wanted to, you know, uh, OK, because it's a lot of dollar amounts and just reading it off to you, you'd kind of probably be like, huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, please, that would be fine.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So it's, it's probably easier, yeah, it's probably easier to look at. So let me email it to you also.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] OK. And then also, uh, is there anything I need to fill out to change because like I said, it will not be taken out of my paycheck any longer because I'm retired [PII], so whatever I need to do to fill out that paperwork to please send that to me.
[AGENT][POSITIVE] Absolutely. So I'll um get that um that gets sent out to you and that should have a place there for if you want to do like bank draft for you to fill that out.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, yes, exactly. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right. Is there anything else, Miss [PII]?
[CUSTOMER][POSITIVE] No, you've been very helpful. Thank you very much.
[AGENT][POSITIVE] It's been my pleasure. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Goodbye.
[AGENT][NEUTRAL] Bye bye.