AccountId: 011433970860
ContactId: 9d6ebdb7-5104-44e4-80c3-44abe707c18f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492049 ms
Total Talk Time (AGENT): 209773 ms
Total Talk Time (CUSTOMER): 212268 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/9d6ebdb7-5104-44e4-80c3-44abe707c18f_20250416T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I have been trying to get in touch with you and the White, uh, in regard to to policies that I have. I had called, um,
[CUSTOMER][NEUTRAL] Not not like all last week, but I called a week before that to try and get in touch with her, and I spoke with one of the customer service representatives that I gave the information to and she said she would pass that information on to [PII], but I have not heard from her yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we can get that policy pulled up, um, and I'll take a look at what that's, uh, what's going on with that. Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, area code [PII].
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh 682-744 that's one of them.
[CUSTOMER][NEUTRAL] And the other is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 1185083.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Alrighty, and I'm just gonna verify some information really quick, um, Ms. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. It looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that information for me. OK, give me just a moment here.
[AGENT][NEUTRAL] Alright and then may I ask what this was in regard to um that you were waiting for [PII]'s response?
[CUSTOMER][NEUTRAL] Uh, I have loans on these policies and I was trying to find out when the time would, you know, when that, uh.
[CUSTOMER][NEGATIVE] It would be, how do I say this, that the loan payment would be more than the policies worth, and I was going to go ahead and cancel when I found out that the due time when that, you know how much longer it had.
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] Uh, because I'm, I'm gonna have to get some other insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK, OK, well, Mr. [PII], if you won't, don't mind, I'm gonna put you on a brief hold and let me see if [PII] is available at the moment.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] on the care team. How are you?
[CUSTOMER][NEUTRAL] I'm fine. How are you, dear?
[AGENT][POSITIVE] I'm doing good long time no talk.
[CUSTOMER][NEUTRAL] It has been a little while. It has.
[AGENT][NEUTRAL] It has. Well, I've got a member here who was asking to speak with [PII], but it does not look like she's available at the moment. Um, I'm not sure if.
[CUSTOMER][NEUTRAL] Right, she's a
[AGENT][NEUTRAL] I'm not sure if we can give her an update or not. Um, it is regarding a whole life policy, and I think [PII] was doing a bit of digging, um, regarding the cash value and maybe to surrender, uh, the policy so I'm honestly not quite sure. The last notes I see are that [PII] had tried calling her and would call her back, um, but this member said she never got a call back so I'm not sure if it's something we might need to wait for [PII] on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, yeah, I'm wondering you can't if we could put if she would mind going to [PII]'s voicemail, give me the policy number. Let me look at it first.
[AGENT][NEUTRAL] Oh, sure, yeah. It's uh 682-744.
[CUSTOMER][NEUTRAL] 682-744. OK. Thank you, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, let's take a look at her notes. I'm gonna look with you and
[CUSTOMER][NEUTRAL] He requested status of her inquiry. [PII] called her and left her a message. She was unable to answer, advise [PII] will be out until Tuesday. She will be giving a call back if you're wanting to get cash value. Of surrender papers verified demographics and explained that she did have a loan that we would have to mail surrender forms and call her back.
[CUSTOMER][NEUTRAL] But I have ticket
[CUSTOMER][NEUTRAL] Just someone call her back about cash value.
[AGENT][NEUTRAL] So yeah, I don't believe she got a call back when she was expecting to, yeah.
[CUSTOMER][NEUTRAL] OK. Yes, apparently she's
[CUSTOMER][NEUTRAL] Yeah, OK, I believe what she's gonna need to do is go to [PII]'s voicemail and let [PII] call her when she gets back from lunch because [PII] apparently has her notes and stuff ready or hopefully ready or something, you know, um, I was looking to see what when [PII] left.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well she's only been gone 16 minutes. OK. So she's got an hour lunch, she should be back in about 45, 50 minutes, give or take, you know.
[AGENT][NEUTRAL] Sure, yeah, and I can send her a message as well uh with the member's information, um, so she sees that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK darling, I would appreciate if the insured does not mind. Now I cannot tell her anything, but I can talk to her, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, no, no, no, that's perfectly fine. I'm, I felt like it was something that would go to [PII], but I always have to ask just in case y'all see something that I don't. So, um, I will let her know.
[CUSTOMER][POSITIVE] Yeah bless her.
[CUSTOMER][NEUTRAL] I, no, I don't blame you. I would too.
[AGENT][NEUTRAL] Just that you that there's been so many times where they're just like, oh well I see right here, so I'm like, oh, OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] So worth a shot. Well, I appreciate it, Ms. [PII], so that's all right.
[CUSTOMER][POSITIVE] Oh my God. I know, honey, I know, [PII]. All right, sweetie, you have a good day.
[AGENT][NEUTRAL] I'll let her know.
[AGENT][POSITIVE] Yes ma'am you too thank you bye bye.
[CUSTOMER][POSITIVE] Thank you, dear. Bye.
[AGENT][POSITIVE] All right, Ms. [PII], I'm so sorry about that wait. Are you still with me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it looks like uh Ms. [PII] had just gone on a lunch break um so I will I did reach out to um just the customer service department in general and so they do believe of course this does have to go directly to [PII] as she is the one who has been working on it she'd be the one to help you out best so what I'm going to do um is I'm gonna go ahead and shoot her a message with your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me confirm, uh, the callback number really quick. That was [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Awesome OK OK so I will send her this information and then if you would like it's completely up to you. I can go ahead and forward you directly to her line of course she will most likely not answer, but if you would like to leave a voicemail you're more than welcome to or I can just send her this message.
[CUSTOMER][NEUTRAL] OK, I had left voicemail previously, so, um, OK, maybe, uh, OK, if you'll just give her the message maybe.
[AGENT][POSITIVE] I can just message her. That's perfectly fine. I, I can just send her a message and let her know to give you a call when she gets back.
[CUSTOMER][POSITIVE] OK, that'll be good, that'll be good.
[AGENT][POSITIVE] Alright, well thanks for giving us a call Ms. [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alright, thank you for your help.
[AGENT][POSITIVE] Yes ma'am thank you bye bye.
[CUSTOMER][NEUTRAL] Goodbye.