AccountId: 011433970860
ContactId: b5d4507e-bf94-4609-9d94-b8f0d821f625
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390010 ms
Total Talk Time (AGENT): 268008 ms
Total Talk Time (CUSTOMER): 172499 ms
Interruptions: 10
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/b5d4507e-bf94-4609-9d94-b8f0d821f625_20250428T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][POSITIVE] Hey, my soul. I'm good. How are you, dear?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm good, I'm here.
[AGENT][NEUTRAL] Yeah, me too, sweetie, me too. You sound as stuffed up as I do.
[CUSTOMER][NEUTRAL] Uh, yeah, I.
[AGENT][NEUTRAL] As I am rather.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I know it's because it it.
[AGENT][NEUTRAL] Me and you, this we're having some serious.
[CUSTOMER][POSITIVE] Yeah, we do.
[AGENT][NEUTRAL] Excuse me, we have some serious sinus issues going on this year. Oh goodness.
[CUSTOMER][NEUTRAL] Yep. And then it's, it's, it looks like it's gonna rain. I think it's gonna rain.
[AGENT][NEUTRAL] What you got for me, so.
[AGENT][NEUTRAL] Oh, it needs to.
[AGENT][NEUTRAL] Sorry, what you got there?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, OK. Um, I have a, a member on the line that he's calling because he reached his [PII] birthday. He has a, uh, life policy. I checked to see if it was gonna be terminated, which I didn't see it in that list, so I guess it's gonna increase probably. So he wants to know uh how much it's gonna increase for, yeah.
[AGENT][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] Uh, that we'll have to do some research on and call him back if I'm not mistaken. What's the I'm thinking out loud here. What's that policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh really?
[CUSTOMER][NEUTRAL] OK, it's 643-595. And you know what? I didn't even check through it. Let me check the. I know I have a list of what's gonna terminate, so I went through that one and I'm like, OK, it's not listed here.
[AGENT][NEUTRAL] Girl, I need that. I need that list. I have no idea. You know more than I do on this scrud. Yes, I have no idea.
[CUSTOMER][NEUTRAL] Oh really?
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Yeah, only, yeah, well, yeah, I mean, I can send it to you. Yeah, it's a list of like what products will be like terminating after 65 or 70 or blah blah blah, but yeah, it's gonna be.
[AGENT][NEUTRAL] Please.
[AGENT][POSITIVE] Oh my gosh, I need that list.
[CUSTOMER][NEUTRAL] OK, I can send it. Let's see, let me.
[AGENT][POSITIVE] Yes, you're awesome. All right, so this is [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh-huh. Yes, Mr. [PII].
[AGENT][NEUTRAL] And he has the GT. So, uh, yeah, uh, hold on one second, let me see if I can find a proposal that might tell me.
[AGENT][NEUTRAL] But I do think it's gonna have to be researched and him call back if I could find a proposal real quick as long as it's not tons of them in there. I can't even remember how to search on this thing for just if somebody puts in the.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] What the proposal is, you can search like GTL 19 or whatever, you know, but if they don't, you cannot.
[CUSTOMER][NEUTRAL] Uh-huh, yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] 1920.
[AGENT][NEUTRAL] [PII], is there not a proposal in here?
[AGENT][NEUTRAL] Oh my gosh, I was I see is building stuff. I don't, OK, it's gonna be research for sure.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] I put Mr. Mr. [PII], it is Ray W R A Y but pronounced R A Y Ray. Oh thank you. I see it popped up. You're awesome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I, I, I've been saying right. You're welcome.
[AGENT][NEUTRAL] OK, I'm just gonna let him know that we're gonna have to have it researched and uh someone will give him a call back or does he have an email address? Call him back or OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the, the email address on file is, is correct, yes. Uh, and do we have anything on did you find anything? I didn't find anything in Guru for that. I don't know.
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] I didn't find any proposals under the group number just basically that's about billing information yeah invoices, billing, billing, billing, so I didn't see anything under there. I'll have to go search proposal tracker so.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Yeah, I put the yeah.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] You know, that'll that'll take a minute.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and check anyway just in case I get another call like this and I don't know what to do.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I hear you. Me and you both, it's all good. We, we all just doing the best we can, sweet on sweet, we're gonna get it. We're gonna be all right.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][POSITIVE] Yeah, we, we keep learning, learning is very essential.
[AGENT][NEGATIVE] Yeah, and I'm never gonna, uh, you know, I'm sorry if I messed you up the last call where I said, oh, I can just tell him that. I did not know it was gonna bite me like it did and her start wanting to go all over the world.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] That, that, that what the Cobra one.
[CUSTOMER][NEGATIVE] And I'm so sorry, but yeah, I was like, no, you shouldn't, yeah, uh-huh, yeah, I know, and it was like, it was a big mess.
[AGENT][NEUTRAL] You, I told you I would, I said no, I don't need to transfer. I can tell her that, so that's on me, not you.
[AGENT][NEUTRAL] I had no idea she was gonna have me start transferring her everywhere and their brothers. Oh my gosh. So I want to apologize to you for that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] It's OK, thank you. It's fine.
[AGENT][NEUTRAL] Goodness, I don't want anybody say saying to you and it was me.
[AGENT][NEUTRAL] All right, dear.
[CUSTOMER][NEUTRAL] It's fine. Things happen, uh, um, you know, I'm, I'm, I'm cool. I'm not that kind of person that would be like, yeah, no, I'm good.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, we, when everybody's climbing your tail, we can all become, kind of, we can all get a little upset, you know, people start coming at you with stuff, but anyway, OK, darling, put him on through.
[CUSTOMER][NEUTRAL] All right, well, here he goes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah. All right, here you go. You're welcome. OK.
[AGENT][NEGATIVE] Uh bye dear.
[CUSTOMER][POSITIVE] Thank you for holding. Bye. Thank you for holding and being patient for you, Mr. [PII]. I got Ms. [PII] on the line. Uh, she's gonna assist you from here, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good morning, Mr. [PII]. How are you today?
[CUSTOMER][NEUTRAL] All right, all right.
[AGENT][NEUTRAL] Good, good, good. So, um, Miss. So said that you're calling us today to find out if what your premium's going to increase to since now you've reached the 20 year mark on your policy, is that correct?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, good, um, so Mr. [PII], what, uh, I was talking with, uh, I'm sorry, [PII] about was that we'll pro we'll need to do some research on this res research on this, and then somebody will call you back. Uh, she said she found I keep saying phone [PII] said that she did verify the information with you that we do have the correct email and phone number in our system. OK, wonderful.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So what we're going to do is um have someone review this policy because we're gonna really need to get in there and check everything, you know, and see so they give you the correct information. I would not wanna tell you something incorrect.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] But um
[AGENT][NEUTRAL] We will, someone will be back in touch with you, Mr. [PII]. Hopefully, uh, by tomorrow, about this time tomorrow.
[CUSTOMER][POSITIVE] OK. All right. uh, thank you.
[AGENT][NEUTRAL] OK. Yes, sir. Well, Mr. [PII], is there anything else we can help you with at this moment?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and you have a wonderful day, sir.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye-bye.