AccountId: 011433970860
ContactId: b5e4d57d-7c25-49a1-aecd-2e4d12f668e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 607739 ms
Total Talk Time (AGENT): 204672 ms
Total Talk Time (CUSTOMER): 332920 ms
Interruptions: 9
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/b5e4d57d-7c25-49a1-aecd-2e4d12f668e7_20250428T14:18_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Yeah, uh, I have a life insurance policy with you guys, and, uh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The the premium is gonna change or or it's gonna end when I reach 70. I wanna know.
[CUSTOMER][NEUTRAL] Uh, if it's gonna end or what the premium changed.
[AGENT][NEUTRAL] OK, sure. Yeah, I can assist you with that information. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] 00643595
[AGENT][NEUTRAL] OK, thank you. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII] and I was born [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and can I get the mailing address on file for verification and the email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh what else did you want?
[AGENT][NEUTRAL] And the email address on file.
[CUSTOMER][NEUTRAL] Oh, OK. It's [PII].
[AGENT][NEUTRAL] Perfect. Thank you. All right. So let me check and see what's gonna happen with your policy, if it's gonna be increased or um canceled. Um, do you mind holding for me while I get that information or get somebody in that department to assist you?
[CUSTOMER][NEUTRAL] No, I don't mind. I don't mind.
[AGENT][NEUTRAL] OK. Thank you, Mr. [PII]. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hey my so I'm good. How are you there?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm good. I'm here.
[CUSTOMER][NEGATIVE] Yeah, me too, me too. You sound as stuffed up as I do.
[AGENT][NEUTRAL] Uh, yeah, I.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] As I am rather.
[AGENT][NEUTRAL] Yeah, I know. It's because it it.
[CUSTOMER][NEUTRAL] Me and you, we have some serious.
[AGENT][POSITIVE] Yeah, we do.
[CUSTOMER][NEUTRAL] Excuse me, we have some serious sinus issues going on this year.
[AGENT][NEUTRAL] Yeah. And then it's, it's, it looks like it's gonna rain. I think it's gonna rain.
[CUSTOMER][POSITIVE] Oh goodness
[CUSTOMER][NEUTRAL] What you got for me, so.
[CUSTOMER][NEUTRAL] Oh, it needs to.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sorry, what you got there?
[AGENT][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.
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][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 there. What's that policy number?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh really?
[AGENT][NEUTRAL] It's 643-595 and you know what? I didn't even check through it. Let me check the guru. 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.
[CUSTOMER][NEGATIVE] Girl, I need that. I need that list. I have no idea. You know more than I do on this crud. Yes, I have no idea.
[AGENT][NEUTRAL] Oh really?
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yeah, only, yeah, well, yeah, I, 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.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][POSITIVE] Oh my gosh, I need that list.
[AGENT][NEUTRAL] OK, I can send it. Let's see, let me.
[CUSTOMER][POSITIVE] Yes, that you're awesome. All right, so this is [PII].
[AGENT][NEUTRAL] Uh-huh, yes, Mr. [PII].
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] But I do think it's gonna have to be researched and can call back if I could find a proposal real quick um there'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.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What the proposal is you can start like GTL 19 or whatever, you know, but if they don't, you cannot.
[AGENT][NEUTRAL] Uh-huh, yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 1920 years.
[CUSTOMER][NEUTRAL] Holy [PII], is there not a proposal in here?
[CUSTOMER][POSITIVE] Oh my gosh, all I see is building stuff up. OK, it's gonna do research for sure.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I put Mr. Mr. [PII], it is [PII] but pronounced [PII] thank you. I see it popped up. You're a.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] I, I've been saying right. You're welcome.
[CUSTOMER][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.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][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.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] I didn't find any proposals under the group number just basic[PII] 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.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Yeah, I put that here.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You know, that, that'll take a minute in itself.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][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.
[AGENT][NEUTRAL] I think you.
[AGENT][POSITIVE] Yeah, we, we keep learning. It's learning is very.
[CUSTOMER][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. That, that, that what the Cobra one.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh.
[AGENT][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.
[CUSTOMER][NEUTRAL] You, I told you I would, I said no, I don't need transfer. I can tell her that, so that's on me, not you.
[AGENT][NEUTRAL] Uh
[CUSTOMER][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.
[AGENT][NEUTRAL] I know.
[AGENT][POSITIVE] It's OK, thank you. It's fine.
[CUSTOMER][NEUTRAL] Goodness, I didn't want anybody say anything to you, and it was me.
[AGENT][POSITIVE] It's fine. Things happen. um, you know, I'm, I'm, I'm cool. I'm not that kind of person that will be like, yeah, no I'm good.
[CUSTOMER][NEUTRAL] All right, dear.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][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.
[AGENT][NEUTRAL] All right, well, here he goes.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, alright, here we go. You're welcome. OK.
[CUSTOMER][NEGATIVE] Uh bye dear.
[AGENT][POSITIVE] Thank you for holding. Bye. Thank you for holding and being patient for you, Mr. [PII]. I got Ms. [PII] on the line. Um, she's gonna assist you from here, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good morning Mr. [PII]. How are you today?
[CUSTOMER][NEUTRAL] Alright, alright, good, good, good. So, um, Miss [PII] 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.
[CUSTOMER][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 phone I keep saying [PII] soul 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] So what we're going to do is um have someone review this policy 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, but um.
[CUSTOMER][NEUTRAL] We will, someone will be back in touch with you, Mr. [PII], hopefully, uh by tomorrow about this time tomorrow.
[CUSTOMER][NEUTRAL] OK, alright, uh, thank you. OK, yes, sir. Well, Mr. [PII], is there anything else we can help you with at this moment?
[CUSTOMER][NEUTRAL] No, that