AccountId: 011433970860
ContactId: bda95d5d-7ebd-4665-a011-075bf149ce7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143369 ms
Total Talk Time (AGENT): 82928 ms
Total Talk Time (CUSTOMER): 38350 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/bda95d5d-7ebd-4665-a011-075bf149ce7f_20250220T21:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Um, yes, see, this is [PII]. I'm calling to check the status of my life insurance.
[AGENT][NEUTRAL] OK, I can help you with that. Uh, give me your phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it's a policy on yourself?
[CUSTOMER][NEUTRAL] Myself and my husband.
[AGENT][NEUTRAL] OK. What's your first name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], you have your policy number?
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] 02443403
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] 23
[AGENT][NEUTRAL] Alright, let me look it up for you.
[AGENT][NEUTRAL] OK, I have your, this is a meddling policy, [PII], the number you gave me is not a life policy, it's your secondary medical plan. What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what about your address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you for that information. Now, that is a medical gap plan, not a life policy. So you do you supposed to have a life policy with our company?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me just, uh, do it this way. Let me, uh, look it up by your associate. I can tell you exactly what you got with our company.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let, let me have your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. [PII] and [PII] and [PII], you only have a Medlink 6 policy with us, which is a medical plan, not a life policy. So you might want to check with your job to see who your life insurance is with cause this is just a, a gap plan through your company you work for a group medical plan and it's a secondary plan.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yes, ma'am. That's
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right. You have a wonderful day, Ms. [PII] and thank you for calling American Public Life. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.