AccountId: 011433970860
ContactId: c9bb6b7c-e3fa-40de-9e44-83091a0b7879
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174759 ms
Total Talk Time (AGENT): 70031 ms
Total Talk Time (CUSTOMER): 56691 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/c9bb6b7c-e3fa-40de-9e44-83091a0b7879_20250311T19:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is uh [PII]. It's uh were they in [PII].
[CUSTOMER][POSITIVE] I have a small part I like this information now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's, uh, 1 and 50s and 4.
[AGENT][NEUTRAL] I'm sorry, I couldn't hear you.
[CUSTOMER][NEUTRAL] 1 in 500 and 4.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Hold on just a moment while I pull it up.
[AGENT][NEUTRAL] OK, and do you mind verifying your date of birth and your address for me, please?
[CUSTOMER][NEUTRAL] Yes ma'am. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and can I get a good phone number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the one I called you on would be good enough. Can you, do you have that listed there?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And would you like to put an email address on file?
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] Would you like to put an email address on file with us?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][NEUTRAL] OK, well, thank you. And how can I help you with your policy?
[CUSTOMER][NEUTRAL] I, I need the uh.
[CUSTOMER][NEUTRAL] Cash value of that policy now you have that showing on your screen next to you.
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] The cash value if I cashed it in now, how much it cost? What, what would I get rather?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, it would take me a little while to figure that up and I would have to give you a call back, um.
[AGENT][NEUTRAL] I study.
[AGENT][NEUTRAL] I can figure that up and give you a call back this afternoon is.
[AGENT][NEUTRAL] Call back on the same number. Is that, is that OK?
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Let me, let me ask you this uh.
[CUSTOMER][NEUTRAL] What what we need to do to get it, get it cashed in, you have to send me some papers or can we do it on the computer?
[AGENT][NEUTRAL] Um, I would have to mail you some, um, surrender forms, and you would have to take them and have them notarized and mail them back to us and we can, uh, cash it out at that time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright then, would you call me back on that number when you get it figured out then?
[AGENT][NEUTRAL] I sure will.
[AGENT][POSITIVE] And I'll give you a call back either this afternoon or first thing in the morning.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Well, thank you, Mr. [PII]. You have a good day.
[CUSTOMER][NEUTRAL] Sure