AccountId: 011433970860
ContactId: a1638c43-b340-4cf5-99a6-6650e82f9a42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 531380 ms
Total Talk Time (AGENT): 140741 ms
Total Talk Time (CUSTOMER): 285652 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/a1638c43-b340-4cf5-99a6-6650e82f9a42_20250106T14:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is M in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] Hi. Good. How are you?
[CUSTOMER][NEUTRAL] I'm fine. I have uh an agent on the line. The policy number they're calling about is 670318.
[CUSTOMER][NEUTRAL] The insured is [PII].
[CUSTOMER][NEUTRAL] And they're wanting to find out about part two. She had initially called just to cancel. I'm speaking with [PII].
[CUSTOMER][NEUTRAL] And her callback number is [PII].
[CUSTOMER][NEUTRAL] But she's wanting to now find out if the child if part two can stay on the policy and if for so and if so for how long if not about what the premium would be for just the just part one only.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And again, this is Miss [PII]. She is the spouse of the agent record, [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm in Guinness.
[AGENT][NEUTRAL] She's the one
[CUSTOMER][NEUTRAL] Yes, she's fully verified.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I've been, yeah.
[CUSTOMER][NEUTRAL] They've been doing business with APL for a very, very long time.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] All right. Well, I'll see what I can do. Thank you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Well, thank you so much and I hope you have a great day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh, give me just a second. It's trying to release the call. I, my phone's been doing this today. It's
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] But just, just
[CUSTOMER][NEUTRAL] Hang on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's still thinking.
[CUSTOMER][NEUTRAL] But if it, if, if it doesn't release, let's see, are you all are both on the line? Nope, it's
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I can't to say.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] My name is [PII] in customer service. How are you doing today?
[CUSTOMER][NEUTRAL] Your name is what?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] As in [PII].
[AGENT][NEUTRAL] Uh, just no [PII]
[AGENT][NEUTRAL] It's, uh, we spell it [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Well, that is a unique name. I am, I am blessed and highly favored, so I'm, I'm doing OK. And [PII] is my Lord, so I'm fine.
[AGENT][POSITIVE] That is great.
[AGENT][NEUTRAL] Good. Yes, ma'am. Uh, Ms. [PII] was telling me that you were calling about Ms. [PII]'s policy and wanting to know how long the dependent can stay on there and how much the premium would be if the dependent was dropped off. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Oh, she got it right.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so let me take a look real quick. First of all, Ms. [PII], dependents can remain on the policy until they're [PII], so once they turn [PII], they will drop off the policy, um.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, so age [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I don't have, I mean, uh, you have the policy in front of you, I'm sure, correct. How, how old is, uh, how old is [PII]?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] She is [PII].
[CUSTOMER][NEUTRAL] The child.
[CUSTOMER][NEUTRAL] OK, well, uh, we'll just, uh, I don't wanna be bothered with it. OK, so we'll, so what would be the individual premium?
[AGENT][NEUTRAL] Let me take a look at that real quick. Um, let's see.
[AGENT][NEUTRAL] Bear with me just a minute, Miss [PII].
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Alright, so if she changed to individual, it'd be 2464.
[CUSTOMER][NEUTRAL] So individual.
[CUSTOMER][NEUTRAL] It's 2464 per month.
[CUSTOMER][NEUTRAL] To retain this coverage.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. You've answered my questions and I will send a, I will send an email to the care team to take, oh, wait a minute, because I don't have the, OK, we're gonna take uh Marina, what is Marina's date of birth that we're gonna pull off the policy.
[AGENT][NEUTRAL] Let me see. Her date of birth is [PII].
[CUSTOMER][POSITIVE] [PII]. Perfect.
[CUSTOMER][NEUTRAL] OK, I will send the email I've got the policy number and to take off the uh dependent and that would make the monthly premium.
[CUSTOMER][NEUTRAL] 2464.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, memory, you have, uh, I do want to give both you and [PII] a compliment. Y'all have very good, pleasant voices to be in customer service.
[AGENT][POSITIVE] Thank you so much, Ms. [PII]. I really appreciate that.
[CUSTOMER][POSITIVE] You have that, you have that Southern hospitality draw, so that is a good thing.
[AGENT][POSITIVE] Well, thank you. I appreciate that and I will relay the compliment. Thank you.
[AGENT][NEUTRAL] Was there anything else I could?
[CUSTOMER][POSITIVE] Well, let me, and, and I will, I will leave, leave you with a Bible verse that you can, I've left it with many customer service people. So, um, it's [PII] 1:11 and it says, uh, strengthened with Almighty by his glorious power for all patience and long suffering with joy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Those last two words for customer service people with joy to keep the joy of the [PII] as your strength, uh, especially those who call in who are not having a good day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That is a good one, yes.
[CUSTOMER][NEUTRAL] So, and that.
[AGENT][POSITIVE] I appreciate that.
[CUSTOMER][POSITIVE] That is the new King [PII] version, so you can type it out and then you can put it, you know, in front of you and then you highlight and underline the last two words with joy. So when you uh get that person that is, is helping you stretch your joy, then you can say the Lord's gonna give you the joy and he'll give you the strength for it.
[AGENT][POSITIVE] Thank you so much, Ms. [PII]. That is so nice of you. I will definitely do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sometimes I need that reminder.
[CUSTOMER][POSITIVE] And please share that, please.
[CUSTOMER][POSITIVE] It, and it is because I need it sometimes too. So you can share with [PII] that I ended up our conversation and she did do a good job relating to you, uh, what my needs are. Thank you for answering the questions, and you have a blessed 2025. Can't wait to see what [PII]'s got in store for all of us.
[AGENT][POSITIVE] Yes, ma'am, Miss [PII]. Well, thank you so much for calling APL and I appreciate it so much more than you know, and just let us know if you need anything else, OK?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Thank you so much. Uh-huh. Bye-bye.
[AGENT][POSITIVE] You are welcome. Bye-bye.