AccountId: 011433970860
ContactId: a8b69f47-38f0-421b-8383-bfa9b0ce0a8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 710280 ms
Total Talk Time (AGENT): 304178 ms
Total Talk Time (CUSTOMER): 385688 ms
Interruptions: 12
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a8b69f47-38f0-421b-8383-bfa9b0ce0a8c_20250203T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing? Good morning. My name is [PII].
[AGENT][POSITIVE] Good morning, Ms. [PII]. I'm doing well. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well. I can't complain. I had a, I have a question.
[AGENT][POSITIVE] Sure, I can help you.
[CUSTOMER][NEGATIVE] Oh, I was trying to do my awareness claim. I've done mine, but when I do you know if y'all services is acting up because, uh, Friday night, Friday night I put my claim in for my awareness, uh, for medical and, um, I tried to do my, my two daughters, but it kept saying oops, the computer uh was saying oops, there's a problem if they continue call customer service.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can
[CUSTOMER][NEUTRAL] So do you have any um do you know if y'all had any problems with your services over the weekend?
[AGENT][NEUTRAL] I am not aware of any service, um, problems over the weekend, but I can check it for you. What's your policy number?
[CUSTOMER][NEUTRAL] Your server
[CUSTOMER][NEUTRAL] Uh, I could give you my social [PII].
[AGENT][NEUTRAL] Hang on just a second, let me get to that screen. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm ready now. Thank you. I apologize for that.
[CUSTOMER][NEUTRAL] Alright, no, that's alright. It's a new policy. I'm just, I, I don't have it yet. I don't know it by heart yet, so it's, uh, but my social is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I apologize. I didn't mean to interrupt you, Mr. [PII], so.
[AGENT][NEGATIVE] I just wasn't to the right screen yet.
[CUSTOMER][POSITIVE] Oh, you are right.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, so I am, what is your date of birth and current mailing address? Let me just verify your information while we've got you on the line.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I thought you sounded familiar. I spoke with you on the, on Friday.
[CUSTOMER][POSITIVE] Yes ma'am. Yeah, you helped me. What now what a coincidence I have you again this morning. You're not the only one working there. You're not the only one work though, right?
[AGENT][NEUTRAL] I know, I know.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No, I'm not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][POSITIVE] It's just, I'm, I'm glad you got me again. It's a pleasure to talk to you again.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let's see. I do see yours.
[CUSTOMER][POSITIVE] Yes ma'am, and muscle was met.
[AGENT][NEUTRAL] I do see your claim on file, but yeah, I am not aware of any problems. Have you tried again this morning?
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEGATIVE] Yup, it kept kicking me out. No, I didn't try again because I was at home and that's what our own laptop is, you know, so mine is when, when.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] That's right, because you were trying on the phone.
[CUSTOMER][NEGATIVE] Right, and I couldn't, you have to use the mouse to draw in your um your signature or whatever. So I I was uh I was able to do mine, but when I, um, cause right there after I done mine they have uh filed more claims. So when I press that button, I put in both of my daughter's information, but every time I put it in, it kept kicking me out saying oops, uh, if this.
[AGENT][NEUTRAL] Signature.
[CUSTOMER][NEGATIVE] Problem cause um cause this uh.
[AGENT][NEUTRAL] Continues, yeah.
[CUSTOMER][NEGATIVE] Yeah, continued um uh call customer service. I, I'll try again tonight, hopefully, but it, it kept kicking me out.
[AGENT][NEUTRAL] You don't
[AGENT][NEUTRAL] Yeah, you're gonna be home again tonight?
[CUSTOMER][POSITIVE] Yes ma'am, tonight I'll try again.
[CUSTOMER][NEGATIVE] Cause I had, I had uh received the email and everything saying that my claim was um submitted, but I just couldn't do my daughter's.
[AGENT][NEUTRAL] Yeah, we do have it on file.
[AGENT][POSITIVE] Well, I am so sorry about that.
[CUSTOMER][NEUTRAL] And I told them about it and they was like, well why am I ain't go, yeah, it's all right.
[CUSTOMER][NEGATIVE] I just was trying to see what was going on. There probably was something was wrong with y'all service.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, and I, um, now, tell me if I'm wrong, but
[AGENT][NEUTRAL] Have you gotten your classic car yet?
[CUSTOMER][NEUTRAL] Nope, not yet.
[AGENT][NEUTRAL] See, I remember, I remember our call.
[CUSTOMER][NEUTRAL] Not yet.
[CUSTOMER][NEUTRAL] Right. Nope, not yet. Yeah, I'm waiting on that.
[AGENT][NEUTRAL] OK. Got, gotta get this benefit payment first, right?
[CUSTOMER][NEUTRAL] I'm definitely waiting on that.
[CUSTOMER][NEUTRAL] Yeah, I gotta do that first.
[CUSTOMER][NEUTRAL] You know, I gotta get that first, yep, so every, every so often I send some pictures to my wife.
[AGENT][NEUTRAL] I, I remember you because I remember.
[CUSTOMER][POSITIVE] You know, she, she'll she'll she'll thumb it up and she'll look at it and make the side eye at me, but I'm gonna get it.
[AGENT][NEUTRAL] You keep working on it.
[CUSTOMER][POSITIVE] I'm gonna get it.
[AGENT][NEUTRAL] That's your, uh, that's, yeah.
[CUSTOMER][NEUTRAL] Yeah, but, uh, uh, go ahead.
[AGENT][POSITIVE] Yeah, if you can try again tonight and hopefully, you know, it will work tonight for you. I don't, I haven't heard of any issues.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So it
[AGENT][NEUTRAL] And just make sure that you're using that Chrome.
[AGENT][POSITIVE] Uh, I mean it worked for you, so you're doing it right.
[CUSTOMER][NEUTRAL] Right, right, right, right. So, like I said, I just gotta see what's going on, you know.
[CUSTOMER][NEUTRAL] I know it take what, about 5 to 10 business days.
[AGENT][NEUTRAL] Normally, yes, sir.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEGATIVE] OK, that's fine. Well, I ain't gonna hold you up.
[AGENT][NEUTRAL] And your direct deposit is activated, so it'll come to you by via direct deposit to your bank. Yeah.
[CUSTOMER][NEUTRAL] Directly.
[CUSTOMER][NEUTRAL] Yes ma'am. So I told my daughters, and I'm like, oh yeah, I told my daughters I done it, but I told them, I said y'all don't wanna go through. They were looking at me funny like that, why, why I was didn't go through. I said, I don't know. I don't know. I'm gonna call, I'm gonna call Monday.
[AGENT][POSITIVE] Now, if you're like me, you may say, y'all try to do it because my daughter does things on the computer a lot better than I do.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, right, right, yup, I, well, they in school now, so I can't, um, I can't get them to do it, but, yup, I didn't think about that.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Cause they could have done it while they was on the school bus this morning.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Uh, I always have to call my dog, uh, look, help me with this here computer cause you know, cause we talked about being classic, you know, we like our old stuff, the new stuff.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah, cause they, I mean they're old enough, they know all their own information so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep, uh, one thing I could, I wanna ask, uh, the life insurance, I mean, can you help me with that? Uh it's not your default.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Uh, everything's my department. What you talking about?
[CUSTOMER][NEUTRAL] OK, OK, one stop shop. That's what I'm talking about. I just have a question, um.
[AGENT][POSITIVE] That's right. That's right.
[CUSTOMER][NEUTRAL] If, if hardship, if I ever had hardship, would I be able to um do my um insurance policy, uh.
[CUSTOMER][NEUTRAL] Create dividend or benefits, I mean, as far as money, I can uh
[CUSTOMER][NEUTRAL] Far from it, uh, whatever, like just wanted to know if I ever had fell into hardship or anything.
[AGENT][POSITIVE] Sure, that's a good question. Let me.
[CUSTOMER][NEUTRAL] Do it, do it, do I have cash value? That's my question.
[AGENT][NEUTRAL] Let's see. Now, I would have to transfer you.
[AGENT][NEUTRAL] To call uh let's see, I'm just checking.
[AGENT][NEGATIVE] Now yours is a term life policy and it does not have a cash value.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, now for the loan that would go through our customer service department.
[AGENT][NEUTRAL] If you can
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Take out a loan on it.
[CUSTOMER][NEUTRAL] OK then. All right.
[CUSTOMER][NEUTRAL] I don't need none. I was just asking. I haven't had it long enough anyway to um.
[AGENT][POSITIVE] Yeah, it's always good to know.
[CUSTOMER][NEGATIVE] Right, right, right, right, I just, I mean, I only had it a few months, so I knew and if I did needed anything and nothing ain't no.
[CUSTOMER][POSITIVE] And build up that fast.
[AGENT][NEUTRAL] Well, it depends on how dire you are at the moment, you know.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right, right, right, right.
[AGENT][POSITIVE] Yeah, but if you ever are interested in that further or or need that, call us back and let us get you to our customer service department and they can assist you with that loan.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, con connect me to it. I don't need it. I just wanna see. I just wanna, I'm just, just wanna see.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, well, I don't mind at all. If you don't mind holding just a second, I'll connect you to someone there, and it's been such a pleasure talking to you again this morning. I hope that those claims upload easily this afternoon for you. And you take care. One moment.
[CUSTOMER][NEUTRAL] You know my.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][POSITIVE] Yes, I will see you too, alright.
[AGENT][NEUTRAL] No, thank you.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hi, [PII]. Happy Monday.
[CUSTOMER][POSITIVE] Hey. Oh yay.
[AGENT][NEUTRAL] I know, I, I don't know how that happened. It was just Friday a minute ago.
[CUSTOMER][POSITIVE] I know. You're so right.
[AGENT][NEUTRAL] Oh [PII]. I have a, a nice gentleman on the phone. His policy number 251.
[AGENT][NEUTRAL] 5156.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's regarding his life policy and he is curious and he doesn't need it now, but he's just curious if he comes under hardship, can he take a loan on his life policy?
[CUSTOMER][NEUTRAL] OK. Um, I'm sorry. I'm still trying.
[AGENT][NEGATIVE] Now, I did tell him there was no cash value because it's only whole life.
[AGENT][NEUTRAL] According to Guru.
[CUSTOMER][NEUTRAL] OK. Did you say whole life or term life?
[AGENT][NEUTRAL] Well, he's got a term life, and according to the guru, the whole life uh is the only one with cash value.
[CUSTOMER][NEUTRAL] That's right, and he can't, I will speak to him, um, but they cannot borrow money on a term life either, um.
[AGENT][NEUTRAL] Oh, see, they should say that.
[CUSTOMER][NEUTRAL] Right, cause term life is strictly when they pass the one.
[AGENT][NEUTRAL] Oh, it does. I see it now, ding ding dong it. Of course, I see it now.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] But yes, I can definitely talk to him.
[AGENT][NEUTRAL] All right, you'll enjoy. It is and I've already verified all this information. He had trouble uploading a claim this weekend.
[CUSTOMER][NEUTRAL] Is it [PII], [PII], OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So, but we took care of all that.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] He's gonna try again.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right. You're ready for Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I sure am. Yes.
[AGENT][POSITIVE] Alright, thank you. Hold on just a second, let me get him on the line. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks, [PII].
[AGENT][POSITIVE] All right, Mr. [PII]. I have got [PII] on the line in our customer service and she's gonna um assist you with that cash value information if there is any on your policy. Hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're, you're welcome. Thanks for calling APL. Uh, I'll, I'll be looking forward to talking to you again.
[CUSTOMER][NEUTRAL] You too, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right. Thank you. Take care.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alright, alrighty.
[CUSTOMER][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][POSITIVE] How you doing? I'm good. How are you doing?
[CUSTOMER][POSITIVE] I'm doing wonderful. I just had a question. uh, do my any of my insurance policies have, uh, cash value?
[CUSTOMER][NEUTRAL] Uh, no, sir, they do not, um, your life policy term life, so it does not, um, and the others do not.
[CUSTOMER][NEUTRAL] OK, so I couldn't if I had fell into hardship, I wouldn't be able to get a loan from either one of them.