AccountId: 011433970860
ContactId: a0d49571-bd13-4d18-9967-1e065e089ff7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343799 ms
Total Talk Time (AGENT): 82699 ms
Total Talk Time (CUSTOMER): 76222 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/a0d49571-bd13-4d18-9967-1e065e089ff7_20250611T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling. I feel out of form to receive some cash value on one of my life policies.
[AGENT][NEUTRAL] You said you did receive cash value for your life policy?
[CUSTOMER][NEGATIVE] I feel not form and I send it back, and I haven't heard anything from anybody.
[AGENT][NEUTRAL] OK, let me look into that for you. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I don't know the policy number, but I have my social security number.
[AGENT][NEUTRAL] What is your social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me just one moment to look that up.
[AGENT][NEUTRAL] And what is your last name?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm sorry, what was that? The phone disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, give me just one moment.
[AGENT][NEUTRAL] And can I get you to verify your mailing address as well please?
[CUSTOMER][NEUTRAL] [PII]. I dare you, [PII].
[AGENT][NEUTRAL] Alright and give me just one moment to look that up.
[AGENT][NEUTRAL] And it was for your whole life policy with us, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] I'm not showing anything has been filed yet. When did you send it in?
[CUSTOMER][NEUTRAL] It's been a week ago. I had to get it notarized.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] And it's own uh I no longer wanted any insurance for you all, but [PII] and [PII] policy was the one that had cash on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] Alright, it looks like as of yesterday.
[AGENT][NEUTRAL] We put in a cash surrender in full and a final settlement in the amount of $787.50.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's my house.
[AGENT][NEUTRAL] It should be coming through as a check to your to your um.
[AGENT][NEUTRAL] The address that we have on file, yes.
[AGENT][NEUTRAL] But it was just sent out yesterday.
[CUSTOMER][NEUTRAL] And I've been
[CUSTOMER][NEUTRAL] And how many days.
[AGENT][NEUTRAL] Uh, I would allow it, uh, 2 to 3 business days to get to you, um, or even up to 5, but we did send it in to you, uh, yesterday through the mail.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] Right, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh man.
[AGENT][POSITIVE] Great, thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.