AccountId: 011433970860
ContactId: d00804b4-8661-4d83-9bab-dc4e9e7159cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475380 ms
Total Talk Time (AGENT): 205530 ms
Total Talk Time (CUSTOMER): 184602 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/d00804b4-8661-4d83-9bab-dc4e9e7159cc_20250327T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, good afternoon. My name is [PII], and I have several policies through y'all.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And everything changes [PII], and I was just wanting to see.
[CUSTOMER][NEUTRAL] Um, different prices on some stuff.
[AGENT][NEUTRAL] OK. Um, mhm.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] On life insurance and like the accident, accidental plan.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] Um, not accidental. Go ahead, I'm sorry.
[AGENT][NEUTRAL] No, go ahead, um, now you're saying that several things are changing or you've got several policies and things are changing [PII], are you wanting to.
[CUSTOMER][NEUTRAL] Well, let me rephrase that.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] [PII] I can't change anything.
[CUSTOMER][NEUTRAL] So I gotta know something between today and tomorrow.
[CUSTOMER][NEUTRAL] For she does payroll on Monday morning.
[AGENT][NEUTRAL] OK, Ms. [PII], um, can you please give me one of your policy numbers that you have with us now?
[CUSTOMER][NEUTRAL] I wish I could say I knew them.
[AGENT][NEUTRAL] OK, I can look them up.
[CUSTOMER][NEUTRAL] I'm, I do not.
[AGENT][NEUTRAL] Yes, ma'am. I can look them up with your social if you can give that to me, please.
[CUSTOMER][NEUTRAL] Can I give you my date of birth?
[AGENT][NEUTRAL] Uh, we can try by your name. Uh, you spell your first name [PII]
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then your last name, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh my, I was way off. I'm sorry about that.
[CUSTOMER][POSITIVE] I know cause, no, you're good cause it, it sounds different to me.
[CUSTOMER][NEUTRAL] It took me a year to learn how to sell like myself a long time ago.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I went from the most common maiden name was [PII] to that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me make sure I've got it correct. [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me go back and try it with a different spelling then. [PII], not [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I believe I have you pulled up right now. Um, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII]. My address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My cell [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] OK, so you're just wanting to get information about the different plans that we may have for your group.
[AGENT][NEUTRAL] So that you can decide what you want to change to?
[CUSTOMER][NEUTRAL] Um, what it is.
[CUSTOMER][NEUTRAL] Um, the life insurance, I wanna see how much the price difference. on life insurance.
[CUSTOMER][NEGATIVE] I'm shameful to say I should have brought my check stub out here and I could've knew what I was paying. But I wanted to see.
[CUSTOMER][NEUTRAL] Like, um, just out of curiosity, like, um, I think I have [PII]. I could be totally wrong. Is that what I have?
[AGENT][NEUTRAL] Uh, no, ma'am. You have the 30-year BCA.
[CUSTOMER][NEUTRAL] Or 30.
[CUSTOMER][NEUTRAL] Um, and what am I paying for that?
[AGENT][NEUTRAL] $34.60.
[CUSTOMER][NEUTRAL] Will it tell you what 50 and 100 would cost different, like, would it show you any of that?
[AGENT][NEUTRAL] No ma'am, um, no, have you gone to your human resources department to see if they have anything?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes ma'am, and they told me to call you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] They told me to call you. I apologize.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] No, that's OK. I'm gonna try to get you some help. I'm gonna see what direction we need to go in because I can't see that information myself. um, let me see if I can.
[CUSTOMER][NEUTRAL] Because used to, they would come out. But I guess nobody, I don't know what happened, but
[CUSTOMER][NEUTRAL] I was just curious about the life insurance and um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like my pay is, like when I had the accident, I don't know what that based off of what was my, what was my wages back then when I did that.
[CUSTOMER][NEUTRAL] Do you see any of that?
[AGENT][NEUTRAL] No ma'am I don't see any of that um we don't have your, as far as I know we don't have your personal information like that but what I'm going to do is I'm going to um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Transfer you on over to customer service first we're gonna start there first. If not, we might have to go to broker resources just to see if we can help you get this information because it's not readily available to just anybody.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's gonna be a brief hold. I'm gonna check customer service first.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII].
[CUSTOMER][NEUTRAL] Deferring
[CUSTOMER][NEUTRAL] Good Afte[PII], thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um an insured on the phone. She is uh let me give you one of our policy numbers. It's 2184924.
[AGENT][NEUTRAL] And she is calling.
[AGENT][NEUTRAL] Because she is wanting to change some of her plans, but she wants to get cost of those plans before she changes them and when I asked her if she went through the human resources department at her employer they told her to call us to get plan changes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] And I can't, I can't like finagle them anymore to be able to see what it would be.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Let me pull up the group.
[CUSTOMER][NEUTRAL] Let's see what she's got.
[AGENT][POSITIVE] And she's really nice so far anyway.
[CUSTOMER][NEUTRAL] What
[AGENT][POSITIVE] And the number she's calling from is a good callback number.
[CUSTOMER][NEUTRAL] This is [PII], hm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Ms. [PII]. All right, send her to me. Thank you.
[AGENT][POSITIVE] Yes, Miss. Thanks, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye