AccountId: 011433970860
ContactId: baf9ae12-4799-43ac-ba81-a9c9a9833081
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211460 ms
Total Talk Time (AGENT): 73441 ms
Total Talk Time (CUSTOMER): 130096 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/baf9ae12-4799-43ac-ba81-a9c9a9833081_20250203T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. Happy Monday.
[AGENT][POSITIVE] OK. Oh yay.
[CUSTOMER][NEUTRAL] I know, I, I don't know how that happened. It was just Friday a minute ago.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I know you're so right.
[CUSTOMER][NEUTRAL] Oh [PII], I have a nice gentleman on the phone. His policy number 251.
[CUSTOMER][NEUTRAL] 5156.
[AGENT][NEUTRAL] OK
[CUSTOMER][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?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, I'm sorry. I'm still trying.
[CUSTOMER][NEGATIVE] Now, I did tell him there was no cash value because it's only whole life.
[CUSTOMER][NEUTRAL] According to Guru.
[AGENT][NEUTRAL] OK. Did you say whole life or term life?
[CUSTOMER][NEUTRAL] Well, he's got a term life and according to the guru, the whole life uh is the only one with cash value.
[AGENT][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.
[CUSTOMER][NEUTRAL] Oh, see, did you say that.
[AGENT][NEUTRAL] Right, cause term life is strictly when they pass away.
[CUSTOMER][NEUTRAL] Oh, it does. I see it now, ding ding dong it. Of course I see it now.
[AGENT][POSITIVE] Oh good. OK.
[AGENT][POSITIVE] But yes, I can definitely talk to him.
[CUSTOMER][NEUTRAL] Alright, you'll enjoy talking. It is and I've already verified all this information. He had trouble uploading a claim this weekend.
[AGENT][NEUTRAL] Is it [PII]? [PII], OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So, but we took care of all that.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] He's gonna try again.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right. You're ready for Mr. [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I sure am. Yes.
[CUSTOMER][POSITIVE] Alright, thank you. Hold on just a second, let me get him on the line. Have a great day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thanks, [PII].
[CUSTOMER][POSITIVE] Alright, 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. Thank you, you're welcome. Thanks for calling APL. I'll, I'll be looking forward to talking to you again.
[CUSTOMER][POSITIVE] Yes ma'am. Alright thank you take care.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, alrighty.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] How you doing?
[AGENT][POSITIVE] 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?
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Um, no, sir, they do not. Um, your life policy term life, so it does not, um, and the others do not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[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.
[AGENT][NEUTRAL] Uh, no, sir.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK then, uh, I just was asking, we changed companies to you all and I, the company I had before I was able to make uh a loan if I needed it, so I just was trying to see um.
[CUSTOMER][NEGATIVE] Why have y'all on the phone.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So that's all I had needed.
[AGENT][NEUTRAL] OK. OK. Um, well, there's nothing else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, thank you, Mr. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too, ma'am.
[AGENT][POSITIVE] Thank you.