AccountId: 011433970860
ContactId: c22db629-01ac-4c38-ac06-3174d8de4671
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365739 ms
Total Talk Time (AGENT): 144043 ms
Total Talk Time (CUSTOMER): 196834 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/c22db629-01ac-4c38-ac06-3174d8de4671_20250312T22:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Uh, I'm one of your policyholders for American Public Life Insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I need to find out from you the status of my policy. In other words, is it paid, did I make the last premium that I should have paid?
[AGENT][NEUTRAL] Oh, sure. Yes, I can see where, yes, if we received that last uh premium payment, absolutely. Um, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII], that's [PII]
[AGENT][POSITIVE] OK thank you and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Excuse me. Um, if you could talk a little slower, please, ma'am.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Oh sure sorry um can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Alright, you need my policy number.
[AGENT][NEUTRAL] A phone number in case we're disconnected please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get your phone number, [PII]?
[CUSTOMER][NEUTRAL] My phone number is area code [PII].
[AGENT][NEUTRAL] OK, thank you, and then I can take your policy number now.
[CUSTOMER][NEUTRAL] All right. Now, this is the last policy number you gave me on [PII]. My policy number is 000.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 84,170
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and I need to just verify some information, [PII]. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Yes. [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you. Last thing I need is the email address we have on file for you it looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying that information, [PII]. So your policy is good and active. I do show that it has been paid until [PII].
[CUSTOMER][NEUTRAL] All right, it's paid up until [PII].
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, [PII], so [PII], so this year.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right. Now, let me say that again. September, it's paid up until [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]. And how much
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Sorry, I didn't mean to interrupt you. It's [PII], so number 1 [PII], yes ma'am, [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, alright, and the premium will be how much this year?
[AGENT][NEUTRAL] Give me just a moment, let me take a look.
[AGENT][NEUTRAL] That premium amount is $963.
[AGENT][NEUTRAL] And 96 cents.
[CUSTOMER][NEUTRAL] That's what it's been. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I owe that by [PII].
[AGENT][NEUTRAL] Of [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's right. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, well, I'm glad to see that.
[AGENT][POSITIVE] Definitely, yes, ma'am. Anything else I can help you with?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um, you sent me a new policy, and it was basically the same one. I, uh, nothing had changed in it.
[CUSTOMER][NEUTRAL] I do not have a one of those identification cards that you carry with your wallet and stuff if you need it.
[AGENT][NEUTRAL] Yes, so for these.
[CUSTOMER][POSITIVE] So if you could drop, drop that in the mail to me, that would be very nice.
[AGENT][NEUTRAL] Unfortunately for cancer policies, we do not offer ID cards, just the physical copies of the policy, but that policy number that you gave me is correct, that is still what it is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right. And so I can scratch that old policy number I had. Don't use that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Go to the new one and it's the right thing.
[AGENT][POSITIVE] Yes, the one that you gave me is correct. Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Well, I appreciate it and I thank you for all the things y'all do for me. Thank you very much.
[AGENT][POSITIVE] Absolutely it is our pleasure thank you. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it. Thanks. Bye-bye.
[AGENT][POSITIVE] Alright, yes ma'am, thanks for giving us a call have a great rest of.