AccountId: 011433970860
ContactId: a4af3a44-f5e1-4aa7-9840-2b655fda1025
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430269 ms
Total Talk Time (AGENT): 163364 ms
Total Talk Time (CUSTOMER): 145864 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/a4af3a44-f5e1-4aa7-9840-2b655fda1025_20250417T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], is this American public?
[CUSTOMER][NEUTRAL] Insurance company.
[AGENT][NEUTRAL] Yes, yes, it is.
[CUSTOMER][NEUTRAL] OK. I uh.
[CUSTOMER][NEUTRAL] I'm trying to get a little information on a a policy that I'm paying on.
[CUSTOMER][NEUTRAL] And uh it gave me a number on my.
[CUSTOMER][NEUTRAL] Uh, checking account, it gave me a policy number of 1640349942. Would that be?
[CUSTOMER][POSITIVE] The right number for my policy.
[AGENT][NEUTRAL] Um, no, that number's a little long. Um, what is your, uh, last name? I can look it up by that or your social?
[CUSTOMER][NEUTRAL] OK, my last name is [PII] first name [PII]. My social security number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm pulling that up, just give me one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me see. It looks like we've got 2 policies here for you, Mr. [PII]. Um, let me pull this up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like we've got, so 11 of these policies is for like uh intensive critical care policy um looks like you're covered.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Um, do you have a question about the policies or how can I help you today?
[CUSTOMER][NEUTRAL] Yes, I really was, I was trying to surrender my life insurance policy, but I, I called myself calling you all, but I called another insurance company and I was just confused. Now I wanna make sure is this the same one I'm paying $66 and some change to with both of those policies.
[AGENT][NEUTRAL] Um, let me see what the premium is.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] That one's fine.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let's see the other one.
[AGENT][NEUTRAL] Yes, looks like it's, yeah, 5790 and $9 so that's uh 6690.
[CUSTOMER][NEUTRAL] OK, uh, what's, what's the, if I surrendered, what's the cash value on that?
[CUSTOMER][NEUTRAL] On that insurance policy.
[AGENT][NEUTRAL] So these aren't life insurance policies. One is a, let me see what this one is.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, you too. I'm on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah, um, you and your wife are both on there. Um, so let's see, so one is for, let me see.
[AGENT][NEUTRAL] It's a cancer policy?
[AGENT][NEUTRAL] And then the other one is like intensive critical care policy. They're, they're not whole life insurance policies. They're like if you ever had got cancer or um uh needed critical care.
[CUSTOMER][NEUTRAL] Right, and.
[CUSTOMER][NEUTRAL] Right, so
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, yes, I know, oh.
[CUSTOMER][NEUTRAL] I, I really, I probably need to go into the office so I can get a printout of.
[CUSTOMER][NEUTRAL] Of, of all everything that it covers because I'm, I'm not getting any documentation from you all, but I think you all do have a rush I mean an office in [PII].
[CUSTOMER][NEUTRAL] Uh, and I probably can go in there and they can give me some clarification.
[AGENT][NEUTRAL] Well, we can actually mail you the policy certificate that outlines everything that's covered underneath it. We can mail that to your home address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so let me verify that with you. Um, what is your home address?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, it looks like maybe we have an old address.
[AGENT][NEUTRAL] From [PII]
[CUSTOMER][NEUTRAL] Yes, you might have that
[CUSTOMER][NEUTRAL] Rushed and
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was that address?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the old address [PII].
[AGENT][NEUTRAL] OK, and then what's your telephone number?
[CUSTOMER][NEUTRAL] It might be the
[AGENT][NEUTRAL] Did I get that already?
[CUSTOMER][NEUTRAL] Zip code [PII]
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I think we might have an old telephone number too.
[CUSTOMER][NEUTRAL] Yeah, I haven't had that policy since [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] Let's see. And what is your birth date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so what I can do, um, because we don't have an office that you can go to, I think that Ruston is an old one, but, um, I can mail these home address. Let me, let me, uh, get that confirmed though again. Let me get to the screen where I change your address. Hold on one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you said [PII], is that right?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, and we said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. Appreciate it.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I've got your address updated and we will get the policy certificate in the mail for the cancer policy and then the intensive care policy. Um, so when you get those, look at those and then you can decide if, you know, if that's something that you're interested in keeping or if you want to get that, um, terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am I appreciate it.
[AGENT][NEUTRAL] OK, is there anything else I can help with today?
[CUSTOMER][POSITIVE] Thank you very much
[CUSTOMER][POSITIVE] Uh, no, ma'am, you've been wonderful.
[AGENT][POSITIVE] OK. Well, thank you, Mr. [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.