AccountId: 011433970860
ContactId: cd53198d-1444-4920-a208-b3c853320e0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191449 ms
Total Talk Time (AGENT): 64021 ms
Total Talk Time (CUSTOMER): 118711 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/cd53198d-1444-4920-a208-b3c853320e0c_20250611T19:14_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], this is [PII], and I'm, I'm trying to go through our files and, and get rid of the stuff that I don't need and hang on to stuff that I do and I'm, I know out of my husband's check every month he's paying $100 I think 94 cents for cancer coverage and I'm trying to be sure that it's with y'all so I can.
[CUSTOMER][NEGATIVE] Get rid of all these other, you know, canceled policies. How look, filing in my house is just upside down.
[AGENT][NEUTRAL] No I hear you. All right, well, we can look him up by name or social if you don't have a policy number, so whichever you prefer to give me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I'm looking at let's see, I'm looking at a policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's weird. OK, uh, I don't know if y'all's policies start like this. It says 9 C as in cat, A as in Anthony 192654.
[AGENT][NEUTRAL] Yeah, that's an old one, it sounds like. Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], if I can get um his date of birth.
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][POSITIVE] Perfect. And then what is your guys' current address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. OK.
[CUSTOMER][NEUTRAL] I'm just trying to see if this is in effect.
[AGENT][NEUTRAL] Yes ma'am. OK, so yes, you guys do have an active policy with us. It's for you and him both. It is a cancer policy and the premium is $100.94.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let's see cancer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Both
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And it cost $100 and I had a fit when it went up to, you know, that and he said, [PII], cancer is a lot more expensive than that. I said, yeah, you're probably right. So I shut up.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Uh, yeah. It's one of those things, I get it, where it's like, you, you hate to pay for it, but if for [PII] forbid you needed it for some reason, you'd, you'd definitely be thankful, yeah.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] I don't want it to be necessary, but you know I'm gonna pay it to be, be safe OK. American Public Life is our cancer policy right I can put that in the files as necessary, uh, yeah, there it is. OK, thank you so very much. I appreciate your time.
[AGENT][NEUTRAL] I know, I know.
[AGENT][NEUTRAL] I hear you.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] My pleasure. I hope you have a good rest of your day.
[CUSTOMER][POSITIVE] I hope so, and you too be safe.
[AGENT][NEUTRAL] Bye bye. You too.