AccountId: 011433970860
ContactId: cafc34c5-4d25-49e8-8649-324d0a0e4d59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438459 ms
Total Talk Time (AGENT): 159002 ms
Total Talk Time (CUSTOMER): 124976 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/cafc34c5-4d25-49e8-8649-324d0a0e4d59_20250219T18:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Uh, I got a letter. This is [PII], and I got a letter, and I don't even know. I didn't call for, I mean, it says I requested, uh, to continue my policy. I don't know which one they're talking about.
[CUSTOMER][NEUTRAL] What a policy are we talking about here?
[AGENT][NEUTRAL] OK, so you've received a letter from APO but you're not sure.
[CUSTOMER][NEUTRAL] Right, they gave me a policy number.
[AGENT][NEUTRAL] What it's gonna
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I, if it's uh if it's uh what is it y'all are.
[CUSTOMER][NEUTRAL] American public life.
[AGENT][NEUTRAL] OK. All right. So, and then your first name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Um, Ms. [PII], I can help you with this. I can look at what um you've received to see what that's in regards to. What is a good callback number for you first off?
[CUSTOMER][NEUTRAL] Uh, area code [PII].
[CUSTOMER][NEUTRAL] [PII]. Do you need that policy number because I canceled American Life, or American.
[AGENT][NEUTRAL] Ms. [PII], I will, yes, ma'am, I will need the policy number because I'm gonna have to verify some things with you for security purposes before I can provide you any information. So what is the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00464003
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] OK, Ms. [PII]. So, first off, um, I will need to verify several things with you for security and then any information that I provide you would be a verification of benefits and not a guarantee of payment. So if you could first verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Also your home mailing address, please?
[CUSTOMER][NEUTRAL] Well, we have a box number, but I do have a home.
[AGENT][NEUTRAL] That's on your, well, what, OK, I'm not, we have a physical address on file for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEGATIVE] OK. OK, that's why I think this is wrong. I don't think, I don't know what's going on here, but I, I, whatever this is, I'm, I had canceled it a long time ago.
[AGENT][NEUTRAL] OK, so again, Ms. [PII], what is another address, this would be in [PII] that we would have had on file for you.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] This is a route number. Now this is a route number.
[CUSTOMER][NEUTRAL] No, I don't have a route number.
[AGENT][NEUTRAL] And you never have?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what is your box number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the phone num what is another phone number that you would have had?
[AGENT][NEUTRAL] Maybe a home number?
[CUSTOMER][NEUTRAL] This is my cell phone number and we haven't had a home number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In a long, many, many years.
[AGENT][NEUTRAL] Yes, ma'am. Do you remember what that number was?
[CUSTOMER][NEUTRAL] I don't remember that. No.
[AGENT][NEUTRAL] OK, so if you could verify your social with me.
[CUSTOMER][NEGATIVE] I don't like to give out social because I don't know what this is all about.
[AGENT][NEUTRAL] OK, yes, ma'am, and I can't provide you any information.
[CUSTOMER][NEGATIVE] All I want to do is cancel. Whatever this, whatever this is, just cancel it.
[AGENT][NEUTRAL] Yes, ma'am, but I can't
[AGENT][NEUTRAL] OK, I can't just cancel this. I'm very sorry. I can't just do that without.
[CUSTOMER][NEGATIVE] Well, they better not draft it. They better not do any drafting out of my account.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Now, Miss [PII], I'll be very happy to connect you over to someone in our customer service division to see if they can further help you, but again.
[CUSTOMER][NEUTRAL] The one that called, is this [PII]?
[AGENT][NEGATIVE] No, ma'am, it is not.
[CUSTOMER][NEUTRAL] Her name is on this letter. This, her name is on this letter. OK.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] And it's, and what I, again, without us being able to verify your information for security purposes, Ms. [PII], I'm very sorry, but I can't provide you any information.
[CUSTOMER][NEUTRAL] I gave you a lot of information.
[AGENT][NEUTRAL] Yes ma'am, and it doesn't match what we have on file for you.
[CUSTOMER][NEGATIVE] Then why in the world did y'all send this letter to me?
[CUSTOMER][NEUTRAL] You send it to [PII].
[AGENT][NEUTRAL] OK, so I'm gonna connect you with customer service to see if they can help you further since you received a letter on this policy number because I'm not seeing that. I'm not able to see that and we'll see if they can further assist you. So is there anything else I can help you with today first?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, if you can just get me to [PII] at [PII].
[AGENT][NEUTRAL] OK. I'm not sure that I can connect you directly with [PII]. Let me see, just one moment.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let me guess, she's not available.
[AGENT][NEGATIVE] She should not
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.