AccountId: 011433970860
ContactId: ddbc4bdb-7ed8-407b-bf01-a80733da744f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323290 ms
Total Talk Time (AGENT): 141150 ms
Total Talk Time (CUSTOMER): 76927 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/ddbc4bdb-7ed8-407b-bf01-a80733da744f_20250114T20:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], this is [PII] at Guthrie, Oklahoma, and we, my wife and I have a policy for each of us.
[CUSTOMER][NEGATIVE] On a cancer policy that we're wanting to cancel.
[AGENT][NEUTRAL] OK. Well, I can assist you with canceling your policy, and Mr. [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] OK, but my contact number is [PII].
[CUSTOMER][NEUTRAL] And on my policy number is [PII].
[CUSTOMER][NEUTRAL] Uh, do you want my wife now or or wait?
[AGENT][NEUTRAL] Um, hold on one second.
[AGENT][NEUTRAL] It was [PII] well, you said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what's your wife's policy number?
[CUSTOMER][NEUTRAL] OK, it's X01493176 [PII].
[AGENT][NEUTRAL] Let me try that. Hold on one moment.
[AGENT][NEUTRAL] And the numbers that you're getting, where are you getting these numbers from, like, is it on paperwork?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's just on the uh.
[CUSTOMER][NEUTRAL] Let's see, I don't know where she'll put that, uh.
[CUSTOMER][NEUTRAL] Yeah it's all the paperwork uh.
[CUSTOMER][NEUTRAL] Papers we had with policy numbers on them.
[AGENT][NEUTRAL] OK. The only reason I'm asking um is because when I put them in, well,
[AGENT][NEUTRAL] First, our policies don't start with the letter, but when I just start like after the zeros, it doesn't pull up any um policies, but I'm searching with the name, um.
[AGENT][NEUTRAL] And is your full first name [PII]?
[CUSTOMER][NEUTRAL] Well, so first name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] This may be it.
[CUSTOMER][NEUTRAL] Now this policy is reassurance.
[AGENT][NEUTRAL] Reassurance, as in the that's the policy, that's the company name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Reassurance American Life Insurance Company.
[AGENT][NEUTRAL] Oh, OK. So this is a different company.
[AGENT][NEUTRAL] Um, this is American Public Life, but reassurance, uh, that's a different insurance company. I can still continue to look if you like though.
[AGENT][NEUTRAL] But that may be
[AGENT][NEGATIVE] Why we didn't receive any um
[AGENT][NEUTRAL] That's, that may be why I didn't see a policy here, but
[AGENT][NEUTRAL] Hold on one second because
[AGENT][NEUTRAL] What's your date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] OK, no, this is a different member. It it was the same name, but it was a different um member. So, uh different date of birth. Um, so I would give, there's two things. Did you call the [PII] number or [PII] number?
[CUSTOMER][NEUTRAL] I got I called an [PII] number.
[AGENT][NEUTRAL] OK, so somehow you're being
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, go ahead, I can hear you.
[CUSTOMER][NEUTRAL] OK, I call the [PII].
[AGENT][NEUTRAL] OK, um, I'm not familiar with that number, but somehow you're being redirected to American Public Life. Our phone number is [PII]. So I'm not even sure how it's been, it's probably a prompt or something, but if you want to call that number that you originally called and press 0, it will get you to customer service.
[CUSTOMER][NEUTRAL] OK, call the [PII] number.
[AGENT][NEUTRAL] Yes, sir. Um, it just sounds like you, you were just redirected to us in error, but if you call it back and press 0, it'll get you to customer service.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll do it. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.