AccountId: 011433970860
ContactId: b69831a4-2376-4168-82db-e283fcb85615
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 898010 ms
Total Talk Time (AGENT): 115152 ms
Total Talk Time (CUSTOMER): 114057 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/b69831a4-2376-4168-82db-e283fcb85615_20250618T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. Yes, ma'am. This is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] May I speak to [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't, I'm not sure who. Let me see if I can do you know what department she works in, ma'am?
[CUSTOMER][NEUTRAL] Wait, wait, wait, let me get back to my desk. Is this American Public Life?
[AGENT][NEUTRAL] It is American Public Life, yes, ma'am.
[CUSTOMER][NEUTRAL] Look, I just spoke to her. I know she ain't disappeared that fast. Um.
[AGENT][NEUTRAL] Well, we've got a couple of different annas.
[CUSTOMER][NEUTRAL] I'm checking up on them. I'm checking up.
[CUSTOMER][NEUTRAL] She said she's the only [PII] there.
[AGENT][NEUTRAL] OK, well, I, I'm looking the name up um.
[AGENT][NEUTRAL] Let me just get a message out. What is your name? And I can and I can have have her call you back. What is your name?
[CUSTOMER][NEUTRAL] No, I need this done now because she was she was supposed to email me a copy of a letter that I didn't get so I can take it to HR and it hadn't come through yet.
[AGENT][NEUTRAL] OK, OK, well, what we thought.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, let me find somebody that can help you then. Tell me your, do you have, can you give me your policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is it?
[CUSTOMER][NEUTRAL] One policy number coming up.
[AGENT][POSITIVE] Yes, ma'am. I just wanna make sure I get you to the right person.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Wait, wait, wait, one minute, it's a 48 5272, 485272, and the other one is 485,270.
[AGENT][POSITIVE] Yes, ma'am. Take your time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And 602-369.
[AGENT][NEUTRAL] 602-369. OK. All right. And tell me your name again, please?
[CUSTOMER][NEUTRAL] The name is [PII] Last name [PII]
[AGENT][POSITIVE] Thank you, ma'am. And let me see.
[AGENT][NEUTRAL] OK, what kind of form are you needing?
[CUSTOMER][NEUTRAL] It's a letter she was supposed to send me that she said they had sent it to me because I, I just retired and I had requested that you all uh on [PII] take it out my box, my checking account since I.
[AGENT][NEUTRAL] OK, you're sure.
[AGENT][POSITIVE] OK, yes ma'am, I know exactly who you need to talk to. Just make really make sure I got all my information right.
[CUSTOMER][NEUTRAL] I, I, I, I probably gonna talk to everybody until I get up to the president talking about my policy, my God.
[AGENT][NEUTRAL] No, I'm, I'm gonna make sure somebody helps you, Ms. [PII], OK? Just verify your address and your email address for me so I can make sure I have it right.
[CUSTOMER][NEUTRAL] My, my address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what's your email?
[CUSTOMER][NEUTRAL] My email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, Miss [PII], thank you so much for verifying that information. Just stay on hold for me and I will connect you with someone that can help you with this, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] Then I write a funky letter to the corporation, they'll be mad.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Somebody is
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you today?
[CUSTOMER][POSITIVE] I'm doing well how are you?
[AGENT][NEUTRAL] Can you hear me?
[AGENT][POSITIVE] I am good, thank you so much for asking. I've got an insured on the line. Um, I've got the policy number when you're ready.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's 602-369.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] She's also got two other whole life policies. She says.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Have you, have you talked to her?
[CUSTOMER][NEUTRAL] Yeah, she just needs the employer just needs to send us over whatever they send over when somebody's no longer with them. That's it.
[AGENT][NEUTRAL] Yeah, I just, can you explain that? Do you mind explaining that to her again because she, she thinks she's supposed to be receiving an email.
[CUSTOMER][NEUTRAL] Supposed to receive an email?
[AGENT][NEUTRAL] That's what she's saying
[CUSTOMER][NEUTRAL] OK, yeah, I can talk to her.
[AGENT][POSITIVE] OK, thank you, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] All right, you also.
[AGENT][POSITIVE] Alright thanks.