AccountId: 011433970860
ContactId: a0e01696-2443-45aa-87e2-06ee17a2ffae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413100 ms
Total Talk Time (AGENT): 110015 ms
Total Talk Time (CUSTOMER): 124619 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a0e01696-2443-45aa-87e2-06ee17a2ffae_20250203T21:34_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I?
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hey, [PII]. Hey, yeah, my name is [PII], and the reason for my call, sweetheart, I, I need to get one of my cards, American Public Life card.
[AGENT][NEUTRAL] Your ID, your ID card?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and do you have your, you don't have your policy number, right?
[CUSTOMER][NEUTRAL] No, no, ma'am.
[AGENT][NEUTRAL] OK, spell your last name for me.
[CUSTOMER][NEGATIVE] Yes, it's [PII].
[AGENT][NEUTRAL] OK, what state do you reside?
[CUSTOMER][NEUTRAL] I live, I live in [PII] right now, [PII].
[AGENT][NEUTRAL] Is that the address we'll have on file in [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah, it should be. Yes, ma'am. [PII]. Mhm.
[AGENT][NEUTRAL] Oh, OK. And
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, give me one moment to pull up your information.
[CUSTOMER][NEUTRAL] No, my maiden name was [PII]
[AGENT][NEUTRAL] And so what is your policy? What's the name on the, on the policy?
[CUSTOMER][NEUTRAL] Probably [PII], well, it should be [PII]. Yes, ma'am.
[AGENT][NEUTRAL] [PII] or both.
[CUSTOMER][NEUTRAL] Should be both, but it probably would be [PII]. My, my father started that on me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. What type of policy do you have?
[CUSTOMER][NEUTRAL] It's a heart policy.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And your date of birth, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and give me your complete address again, please.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have an email address on file you can verify?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you for that one moment.
[AGENT][NEUTRAL] I have located a policy number let me.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK, could this be a life policy?
[CUSTOMER][NEUTRAL] Um, I believe so. My father has something he paid extra for the cardiac.
[CUSTOMER][NEUTRAL] It's old, I know.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, this policy has been in effect since [PII].
[CUSTOMER][POSITIVE] You're right.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] OK, it's a, it looks like it's a life policy and we do not have identification card for the life policy, but I can give you your policy number if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any chance I can get another additional copy of it? Dad had it in his papers and some of the papers are being over the age is kind of like fraying out. You can't really, yes, ma'am.
[AGENT][NEUTRAL] Of the card of the ID card.
[AGENT][NEUTRAL] We've not ever issued uh uh ID card for the life policies.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No, the policy itself has kind of faded.
[AGENT][NEUTRAL] Oh, the policy itself, got you.
[AGENT][NEUTRAL] OK, I'm gonna have to request it be uploaded into the file. Did you say he had a policy?
[CUSTOMER][NEUTRAL] Yes, but my father passed and what we have is kind of frayed. It's like, OK, I am that person cause I can give you my social if you need it.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah, you verify the information.
[CUSTOMER][NEUTRAL] And I've been paying on it and it's like, well, I need to really have a copy of it if something happens to me, my kids will need it.
[AGENT][POSITIVE] Totally understand that.
[AGENT][NEUTRAL] Did you request one in [PII]?
[CUSTOMER][NEGATIVE] I did, but I never received it.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I just had to be sitting here a day when I got off from work early and I'm like, oh, let me see. Oh, here's something I need to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEGATIVE] Because there was a question, I made a payment, and then they charged me another $13 and I'm like, whoa, whoa, whoa, and then I'm like, oh, I paid up. I, I paid more than what I was supposed to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, the pay date is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Still looking for your policy.
[AGENT][NEUTRAL] Certificate.
[AGENT][NEUTRAL] I'm gonna request a copy be uploaded in your file and mailed out to the address that you verified, uh, [PII].
[CUSTOMER][POSITIVE] Thank you. Yes, thank you so much, honey.
[AGENT][POSITIVE] Oh, you're welcome. Any other questions I can help out with today?
[CUSTOMER][NEUTRAL] No, baby, that'll be it.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye now.
[AGENT][NEUTRAL] Bye bye.