AccountId: 011433970860
ContactId: 9ea017de-f06f-43db-a1bd-a56274a46c9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322029 ms
Total Talk Time (AGENT): 108025 ms
Total Talk Time (CUSTOMER): 163195 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/9ea017de-f06f-43db-a1bd-a56274a46c9f_20250102T17:28_UTC.wav
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[CUSTOMER][NEUTRAL] I wanna know how much it.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling.
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm checking on an account I got with y'all. I'm trying to find out how much is this life insurance.
[AGENT][NEUTRAL] OK, uh, can you please give me your callback number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] OK, uh, can you please give me your call back number?
[CUSTOMER][NEGATIVE] I was disconnected
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. What is your policy number?
[CUSTOMER][NEUTRAL] Thank you. What is your policy number?
[CUSTOMER][NEUTRAL] 00732768.
[AGENT][POSITIVE] OK, and I can help you with your benefits. Let me pull that policy in for you real quick.
[CUSTOMER][POSITIVE] OK, and I can help you with your benefits. Let me pull that policy in for you.
[AGENT][NEUTRAL] OK, [PII], can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Please give me your date.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Thank you sir and then what is
[CUSTOMER][NEUTRAL] Phone number and email address that we have on the.
[CUSTOMER][NEUTRAL] The address should be [PII], zip code [PII]. My phone number is [PII].
[AGENT][POSITIVE] OK, thank
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I don't think I gave you no email address.
[AGENT][NEUTRAL] OK, and your email address?
[AGENT][NEUTRAL] That's correct we do not have one. Would, would you like to give one to us?
[CUSTOMER][NEUTRAL] I think we do have one.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, alright, thank you, sir. I appreciate you verifying your policy for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] And it's gonna be just a second while I look up your benefits.
[CUSTOMER][NEUTRAL] it's gonna be just a second.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] It's a.
[AGENT][NEUTRAL] OK, this is, uh, to verify benefits it's not a guarantee of payment. This is a lump sum cancer policy.
[CUSTOMER][NEUTRAL] It's not a guarantee of payment.
[CUSTOMER][NEUTRAL] Cancer policy.
[AGENT][NEUTRAL] And you have a benefit amount of $20,000.
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] $20,000.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] What all do we pay for?
[AGENT][NEUTRAL] Let me pull in your
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Policy and I can tell you.
[CUSTOMER][NEUTRAL] How are you? And what is OK.
[CUSTOMER][NEUTRAL] It might be mine but I know for you.
[AGENT][NEUTRAL] It's gonna be just a second while the computer pulls in your policy for me.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] week
[CUSTOMER][NEUTRAL] President
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK. So, uh, if in the event that you get cancer,
[CUSTOMER][NEUTRAL] That you
[AGENT][NEUTRAL] The first occurrence benefit is $20,000 so that
[CUSTOMER][NEUTRAL] It's $20,000 so that.
[AGENT][NEUTRAL] That is used if you're diagnosed with cancer.
[CUSTOMER][NEUTRAL] That is you if you're
[CUSTOMER][NEUTRAL] Mhm. Alright, so how did I wind up with this policy? I don't, I don't remember this policy.
[AGENT][NEUTRAL] Uh, looks like, let's see.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] You got it from Jimmy Gray Chevrolet?
[CUSTOMER][NEUTRAL] You got it from Jimmy Gray Chevrolet.
[CUSTOMER][NEUTRAL] Uh, yeah, that's where I used to work at.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes sir
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] That's what I'm trying to find out all about this policy. What do
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] for a year. So what's the total payment for a whole year?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, let's see, you're paying $76.80 quarterly?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 80 cents
[AGENT][POSITIVE] So let me get that together for you.
[CUSTOMER][POSITIVE] So let me get that together for you.
[AGENT][NEUTRAL] $307.20.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] And 20 cents.
[CUSTOMER][NEUTRAL] OK, alright, that what I was trying to find out what what was all about this policy.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] OK, is there anything else I can help you with, [PII], before we go?
[CUSTOMER][NEUTRAL] Is there anything else I can
[CUSTOMER][NEUTRAL] That was all.
[AGENT][POSITIVE] All right, well, you guys have a blessed day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright, you guys
[CUSTOMER][POSITIVE] And thank you for calling ATL. All right, thank you.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye bye.