AccountId: 011433970860
ContactId: b4e252df-2fd3-465c-b309-f9acd13939aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371619 ms
Total Talk Time (AGENT): 146692 ms
Total Talk Time (CUSTOMER): 140448 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/b4e252df-2fd3-465c-b309-f9acd13939aa_20250509T21:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, this is [PII] in [PII]. I was talking to someone and I got disconnected.
[CUSTOMER][NEUTRAL] What I'm trying to know, we get drafted each month for $127.
[CUSTOMER][NEUTRAL] And we don't know what it's for. We're both getting older. Can you tell us what kind of insurance it is and what it supplemental to or what?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, Ms. [PII], I can help you with your um coverage. Uh, can you please give me your call back number ma'am just in case the call is disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] I don't know. It's just a draft on our bank account every month and I don't know what it is.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Can you not look at my own?
[AGENT][NEUTRAL] OK. Um, what about your
[AGENT][NEUTRAL] Your social, can you give me your social, and that'll pull out in any policy you have with us?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] OK, let me see if I can find you that way, ma'am.
[AGENT][NEUTRAL] It's gonna be just a second.
[AGENT][NEUTRAL] OK, Miss [PII], I think I have found you.
[AGENT][NEUTRAL] Um, can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Um, a [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also we're going to need to verify the information that I have on the policy for you. Can you please give me your address, phone number and email address please, ma'am?
[CUSTOMER][NEUTRAL] Our address is [PII]. And what else was it?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Oh email address.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, I never use it and it's [PII].
[AGENT][NEUTRAL] OK, thank you ma'am. And then the phone number that you gave me to call you back on if we get disconnected, is that your cell phone number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It's not one I have, but you're, you're out. You're not coming in real.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can help with that real quick.
[CUSTOMER][NEUTRAL] I just wanna know what it is for. We figured it was some kind of insurance, but we need the one can think of what it is.
[AGENT][NEUTRAL] OK, yes, I've got your policy pulled up here. Let me look and see.
[AGENT][NEUTRAL] OK, so you have a guaranteed renewal cancer policy. It's a cancer policy and the premium on this one is $118.78.
[AGENT][NEUTRAL] And let me give you the policy number.
[CUSTOMER][NEUTRAL] Wait a minute, let me get my pen.
[CUSTOMER][NEUTRAL] I didn't know I had one, but like I said, with age, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the policy number for the cancer policy is 590308.
[CUSTOMER][NEUTRAL] OK, well, I didn't know we had one. I really didn't.
[AGENT][NEUTRAL] Then you have another.
[AGENT][NEUTRAL] You have another policy also that is active and that's an intensive care policy.
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] And the premium on this policy is $9.
[CUSTOMER][NEUTRAL] I don't know, I
[CUSTOMER][NEUTRAL] OK, that's why it's totals up to 100 and.
[CUSTOMER][NEUTRAL] $27.
[AGENT][NEUTRAL] Yes. And let me give you, yes, ma'am. Let me give you this policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You let me know when you're ready. It's
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 6, OK, it's 60,050.
[CUSTOMER][NEGATIVE] Wait a minute, you're cutting out 600 and I didn't get the rest of it.
[AGENT][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] 60,050
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] 600 so this is in good care.
[CUSTOMER][NEUTRAL] And the first was
[AGENT][NEUTRAL] Yes, intensive care policy.
[CUSTOMER][NEUTRAL] And what was the first one for?
[AGENT][NEUTRAL] Cancer.
[CUSTOMER][NEUTRAL] The 12
[CUSTOMER][NEUTRAL] Cancer, OK, yeah. All right.
[CUSTOMER][POSITIVE] All right. OK. Thank you. If I have more questions, I'll get my daughter to talk. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, Ms. [PII], you're very welcome. You have a blessed Mother's Day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um