AccountId: 011433970860
ContactId: c9d6e5e2-bff3-42ae-b238-f24a977e8e93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 769440 ms
Total Talk Time (AGENT): 288586 ms
Total Talk Time (CUSTOMER): 193304 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/c9d6e5e2-bff3-42ae-b238-f24a977e8e93_20250519T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEGATIVE] Uh, have a little patience with my voice. I'm having voice problems.
[AGENT][POSITIVE] Oh goodness, that's all right. Take your time.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm calling.
[AGENT][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] I'm uh.
[AGENT][NEUTRAL] All right, Ms. [PII].
[AGENT][NEUTRAL] And what's a good phone number to call you just in case um we get disconnected?
[CUSTOMER][NEUTRAL] I am a.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, Ms. [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Eros Eros, Evans 7 8933.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on just a minute. This time I'm gonna pull up your policy and then you could tell me what's going on, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] All right, Ms. [PII]. How can I help you today? I got your policy pulled up.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] How much do I have on my scale.
[AGENT][POSITIVE] Can you say that one more time? I'm so sorry.
[CUSTOMER][NEUTRAL] How much do I have on my myself?
[AGENT][NEUTRAL] Alright, Mr. [PII], I'd be happy to um take a look at your policy with you today, but I do need to verify some information real quick.
[AGENT][NEUTRAL] Um, what's your date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] The area you [PII].
[AGENT][NEUTRAL] Alright, and what's that zip code?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and uh we don't have a phone number on file for you so would you like me to add the one that you gave me today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And the last thing I need you to verify for me is your email address.
[CUSTOMER][NEUTRAL] Ah,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much for verifying all that information for me. Let me take a look at the policy real quick.
[CUSTOMER][NEUTRAL] And you tell me what the because sometimes people get me mixed up with a D and you tell me what the email is.
[AGENT][NEUTRAL] The email, let me see, let me go back, hold on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] All right, Ms. [PII], I'm showing your policy lapsed in March.
[CUSTOMER][NEGATIVE] Yeah, I didn't want it anymore.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was uh
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I think if it's 001.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] That one was on [PII].
[AGENT][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Take a look at this one.
[AGENT][NEUTRAL] You had 25,000 is what it was on you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] But it turned in March, so it's no longer active.
[CUSTOMER][NEUTRAL] OK, that's supposed be uh.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] That was, oh.
[CUSTOMER][NEUTRAL] Her life.
[AGENT][POSITIVE] Yes ma'am term life.
[CUSTOMER][NEUTRAL] Alright, so, I don't need that.
[CUSTOMER][NEUTRAL] I had asked.
[CUSTOMER][NEUTRAL] About the intensive air, I dropped out.
[AGENT][NEUTRAL] Yes, ma'am. It also dropped in March.
[CUSTOMER][NEUTRAL] If you
[CUSTOMER][NEUTRAL] But I had asked someone, did [PII] have an ash bag?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Give me just a second, Ms. [PII]. I'm taking a look at the policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, yeah, it looks like uh.
[AGENT][NEGATIVE] We, um, one of our representatives has tried to call you a couple of times and she was unable to reach you. Let me see if she.
[AGENT][NEUTRAL] Copied any forms or anything into the account hold on let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, Ms. I, um, I'm not sure about the cash value calculation. Um, it hasn't been.
[AGENT][NEUTRAL] Documented in the account yet and it could be that she's waiting on the signed surrender forms did you send those in?
[CUSTOMER][NEUTRAL] She say she did, but I didn't get it she said it would have to be done by a notary.
[AGENT][NEUTRAL] Yes, ma'am. It has to be notarized.
[CUSTOMER][NEUTRAL] I don't am but then you uh.
[CUSTOMER][NEUTRAL] And it's on my email.
[AGENT][POSITIVE] Yes ma'am, I'll send you another one to your email.
[CUSTOMER][NEUTRAL] And I might have to get it notarized, right?
[AGENT][NEUTRAL] Yes, ma'am. You'll have to take it to a notary and sign it in front of the notary and get the notary to sign it.
[CUSTOMER][NEUTRAL] And then send it back to y'all.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Then I'll wait, let me see. Then I'll send it back to y'all.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, uh, and you don't, I think the cash value it was 700 and stuff.
[AGENT][NEUTRAL] Um, I'd have to calculate it for you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And with these older policies, it takes a little while to do that because they have to calculate it by hand.
[AGENT][NEUTRAL] Um, Ms. [PII], who tried to reach you, she probably has it already done, but, uh, she's um off today.
[CUSTOMER][NEUTRAL] And the
[AGENT][NEUTRAL] So I'm gonna.
[CUSTOMER][NEUTRAL] What was her number? I didn't see nobody calling me. What was her number?
[AGENT][NEUTRAL] Um, she'd be calling from our [PII] number.
[CUSTOMER][NEUTRAL] What is that? No?
[AGENT][NEUTRAL] It's, um, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Well, and meet it on.
[CUSTOMER][NEUTRAL] Via email and I'll get it.
[CUSTOMER][NEUTRAL] Oh, am I gonna have to write down how much it is when I get on or just fill it out and get it notarized?
[AGENT][NEUTRAL] You just sign it and get it notarized. It's just a request saying that you are requesting to surrender the policy in exchange for the cash value.
[AGENT][NEUTRAL] And um so you just sign it there's nothing really to fill out you just have to sign it.
[CUSTOMER][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] OK, you can email it to me and this, when I email it to you and I email it back to you, I might have to go to the post office and mail it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, you can do either one just if you email it, I mean, yeah, if you email it you need to make sure that the, um, not seal is clear and legible.
[CUSTOMER][NEUTRAL] All right, but maybe I'll just mail it to you.
[AGENT][POSITIVE] OK. Yes, ma'am. You can do either one. That'll be fine.
[CUSTOMER][NEUTRAL] And the address, the address will be on it.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Um, no, ma'am. The address isn't on it, but I'll send you the address in the email.
[AGENT][POSITIVE] That way you don't have to worry about writing it down.
[CUSTOMER][NEUTRAL] Yeah, I.
[AGENT][NEUTRAL] And actually, the address is at the very bottom.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Our address and our phone number it's at the very bottom. I didn't see that before so it it is on there.
[CUSTOMER][NEUTRAL] Let me.
[AGENT][NEUTRAL] It's a [PII] box in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, [PII] oh.
[AGENT][NEUTRAL] Yes ma'am, it's a [PII].
[CUSTOMER][NEUTRAL] It and what else, uh.
[AGENT][NEUTRAL] Yes, ma'am. That's it.
[CUSTOMER][NEUTRAL] [PII], alright then.
[CUSTOMER][NEUTRAL] You can still send me that address.
[AGENT][NEUTRAL] OK, yes ma'am, it's gonna be, it's gonna be on the bottom of the, the form and the bottom of the letter that's gonna come with it. I'm just gonna resend you the same one that Ms. [PII] sent you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it's fine.
[AGENT][NEUTRAL] All right. Well, was there anything else I could do for you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] for a long time.
[CUSTOMER][NEUTRAL] Oh my.
[AGENT][POSITIVE] All right. Well, uh, I hope your voice gets to feeling better, and thank you so much for calling APL and I hope you have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.