AccountId: 011433970860
ContactId: cdf21d8d-71db-4712-a3d4-b49b91ee9cff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197979 ms
Total Talk Time (AGENT): 53102 ms
Total Talk Time (CUSTOMER): 90410 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/cdf21d8d-71db-4712-a3d4-b49b91ee9cff_20250122T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK. I may have the wrong department. I'm not sure. Several years ago, when I retired from my job, I had a, a policy with American Public Life Insurance. Uh,
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think it's a cancer policy. And at that time, they told me that I could not keep it, but I could keep the part on my husband. And I just, I'm, I'm just updating files. I just need to know if this policy is still a good policy. I mean, if I, if I still can use it or whatever. I'm paying on it every month, but I haven't talked to anybody. I don't know anything about it anymore.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's take a look. So do you have a policy number by chance?
[CUSTOMER][NEUTRAL] I do, it's uh LS 194617.
[CUSTOMER][NEUTRAL] And it was issued under a group number 7604.
[CUSTOMER][NEUTRAL] Way back when.
[AGENT][POSITIVE] OK, so yeah, let's try that.
[CUSTOMER][NEUTRAL] It should be under [PII] is the person it's issued to, but I actually purchased it. My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII]. And let me just verify your uh date of birth and then the address we should have on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And I'm at [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I'm thinking back then, I might have still been at [PII] Friendly.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Cause on this, it shows the date of [PII].
[AGENT][NEUTRAL] Yeah, so, yeah, it looks like everything is still active on the policy. Um nothing is, looks like nothing has changed as far as, you know, any of that. still been, it's effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so yeah, I mean, everything is still good on the policy, [PII].
[CUSTOMER][NEUTRAL] OK, so I was I said I'm just updating should I need it, then I could, could get it, have it filed on, but so far we haven't needed it, knock on wood, thank goodness but.
[AGENT][NEUTRAL] Right, right, yeah. No, not a problem. Yeah, no, it's still, still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's still active. OK, that's what I needed to know. So I said, I'm just updating files. Appreciate your time.
[AGENT][POSITIVE] Not a problem. You're welcome. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye. You too.