AccountId: 011433970860
ContactId: a8796c16-4dc2-4c22-97a9-a63133068469
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453399 ms
Total Talk Time (AGENT): 91723 ms
Total Talk Time (CUSTOMER): 81011 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/2025/02/06/a8796c16-4dc2-4c22-97a9-a63133068469_20250206T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I was calling to see if a request, uh.
[CUSTOMER][NEUTRAL] Uh, statement showing my cash value of my uh policy. I need it for my, uh, insurance.
[AGENT][NEUTRAL] OK, Ms. [PII], can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Uh, can I give you my social because I don't.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, your social is [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII]. I'm sorry, I don't know where I went in.
[AGENT][NEUTRAL] That's OK. I was gonna say that's a little short, but we'll, we'll work with it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me make sure that I've got this correct. You're needing paperwork stating that you have insurance, is that correct?
[CUSTOMER][NEUTRAL] No, no, ma'am, I need a showing the cash value on my policy.
[AGENT][NEUTRAL] Oh, you want cash value, OK.
[CUSTOMER][NEUTRAL] Yeah, I got to get cash value to show for my Medicaid that I get, uh, it's time for me to get evaluated and they want to, I gotta give them the cash value on my, uh, life insurance policy.
[AGENT][NEUTRAL] OK, Ms. [PII]. Let's verify your, your information real quick. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your address, phone number and email address that you have on the policy please?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, and then the number that you gave to me in case we're disconnected, is that your cell phone number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me look up your policy.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get this request in to have uh.
[AGENT][NEUTRAL] Your cash value sent to you for your Medicaid, OK? OK, it's gonna be a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] The checking like come on, but then it'll go off. Is that way to check it got to be on.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] Hi Miss. [PII], this is [PII] back with you again. I do have that request in now for the cash value to be sent to your home address that we have on file for you.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK then, alright then.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, alright, well you have a good day and thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alrighty, thank you.
[CUSTOMER][NEUTRAL] OK.