AccountId: 011433970860
ContactId: d7f64100-d763-4f11-8542-8087f7f893b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267010 ms
Total Talk Time (AGENT): 117932 ms
Total Talk Time (CUSTOMER): 168853 ms
Interruptions: 8
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/d7f64100-d763-4f11-8542-8087f7f893b6_20250429T18:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, I'm trying, I'm calling to see if I have an active policy with you all.
[AGENT][NEUTRAL] OK, before we proceed, is it possible to get your name and a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Yes, uh,
[CUSTOMER][NEUTRAL] OK, yes, [PII], area code [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And do you happen to have a policy number or any information?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Well I have, I have a policy number, but I don't know uh if I have more than one or whatever, but I do have one policy number that I can give you.
[AGENT][NEUTRAL] OK. What is it?
[CUSTOMER][NEUTRAL] It's gonna be 766209.
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And just to verify, can I get you to verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. I'm gonna give you two addresses because I don't know which one you might have. Um, it might be [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Or if not that is [PII].
[AGENT][NEUTRAL] Looks like we have the [PII] address. Is that the valid address for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, just wanted to make sure it was your current address on file and also I'm showing we have an email account.
[CUSTOMER][NEUTRAL] Yeah, that's the current one, yeah.
[AGENT][NEUTRAL] Can you verify that for me too, please?
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] I said, we shall.
[CUSTOMER][NEUTRAL] It's oh yes it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. So the policy number that you gave me is your cancer policy. And you do have another policy. It's a whole life policy. They're both being bank drafted out of your account.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK. So, all right, so it is active. OK. um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, is there any way, so they can all right, so the, uh, could you, where is there a way you can tell me the last time I did a claim on the cancer policy for like for my wellness visits? Is that something you can tell me uh if you can see that?
[AGENT][NEUTRAL] Yes, ma'am. I can see the last claim. Now I'm not, I can't see the details on whether or not it was your wellness visit. Um, I'll have to transfer you, OK.
[CUSTOMER][NEUTRAL] Yes ma'am, I the last.
[CUSTOMER][NEUTRAL] Whether or not
[CUSTOMER][NEUTRAL] It probably was. It's 9 times I said that's probably what it was.
[AGENT][NEUTRAL] It looks like we had got a claim in [PII] on [PII]. That was the last claim we got.
[CUSTOMER][NEUTRAL] It looks like um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was
[CUSTOMER][NEUTRAL] OK. All right. And one more thing.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there a way I can get a copy of the life policy?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, or duplicate copy or?
[AGENT][POSITIVE] Yes, ma'am. I can definitely order you a duplicate policy on your life policy. You should receive it in the mail within 5 to 7 business days. Um, and let me also give you the policy number for that.
[CUSTOMER][POSITIVE] Yes ma'am, I can definitely.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It tells it like.
[CUSTOMER][NEUTRAL] Um, the only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's 745.
[CUSTOMER][NEUTRAL] 745745.
[AGENT][NEUTRAL] 54.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's 7745545.
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK, alright, I just, um, I'll just, um, looking through my phone and I about the cancel policy, so I was just curious if it was up to date or not. So alright.
[AGENT][NEUTRAL] Yes, ma'am, they're both active and paid current, and I'm gonna order your duplicate policy on your life policy. You should get it in the mail within 5 to 7 business days. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I think that's everything.
[AGENT][POSITIVE] Well, it was a pleasure speaking to you, Ms. [PII], and you have a wonderful day and thank you for calling APO.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Thank you. Bye bye.