AccountId: 011433970860
ContactId: cec5576e-37e8-4247-bc44-b1a930e07360
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233460 ms
Total Talk Time (AGENT): 61588 ms
Total Talk Time (CUSTOMER): 90509 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/cec5576e-37e8-4247-bc44-b1a930e07360_20250613T20:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a um life insurance through my job where I had, but I no longer work for the company, so I just wanted to know if this is something I would need to hold on to or if this is just something that would um disintegrate, you know, I just, I have paperwork for it so I was just, I just wanted to know like what.
[CUSTOMER][NEUTRAL] To do with this
[AGENT][NEUTRAL] OK, I can help you with that. um, who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And [PII], what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is 02.
[CUSTOMER][NEUTRAL] 59
[CUSTOMER][NEUTRAL] 2995.
[AGENT][NEUTRAL] Alright, give me just a moment to look that up.
[AGENT][NEUTRAL] Can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] It's [PII], I mean, sorry, [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And let me look at your policy.
[AGENT][NEUTRAL] Alright, let me look here.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I'm not anymore.
[AGENT][NEUTRAL] OK, it looks like
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The number you gave me is your Medlink policy. Let me look about your life insurance policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] doing
[AGENT][NEUTRAL] Um, looks like the meddling policy is the only policy that you had with us.
[CUSTOMER][NEUTRAL] On the man.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And um it doesn't look like that's going to be able to be portable um meaning that you can pay for it yourself afterwards um other than that, that's the only policy I'm showing for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It here says welcome to Public Life Insurance. We appreciate your business and look forward to serving with you and your insurance needs, and I'm here.
[CUSTOMER][NEUTRAL] It says, so this isn't a life insurance. This is a.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Right, I know we're American Public Life. We do have life insurance, but you don't have your life insurance through us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, perfect, sounds good thank you I just wanted to make sure.
[AGENT][POSITIVE] OK, thank you for that's OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you for calling APL alright have a great day.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Bye, thank you. You too, bye.
[AGENT][NEUTRAL] Bye.