AccountId: 011433970860
ContactId: e1daad16-4a94-4e43-8cc1-57f6ae041cbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171820 ms
Total Talk Time (AGENT): 74207 ms
Total Talk Time (CUSTOMER): 88181 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/e1daad16-4a94-4e43-8cc1-57f6ae041cbc_20250403T17:18_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] Good afternoon, Ms. [PII]. This is [PII]. I've been cleaning out my files here. I found this policy. I'm just trying to see if it's still enacted by anybody or anybody. I, I, I don't know who it's from. What do I need to figure out on this paperwork? Just trying to clean my files up, see if this is anything I need to throw it away. Try to find numbers on anything else. Oh, I see a, um, hm, who do I need to talk to about this thing because it has my name on there insuring me, I'm trying to figure out who's insuring me.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] All right, [PII], before we proceed, is it possible to get a callback number in the event that we get disconnected and then I'll be able to assist you further with searching that for you.
[CUSTOMER][NEUTRAL] Sure, my callback number is [PII]. This is back when I was [PII]. That's almost, it's over 10 years ago now.
[AGENT][NEUTRAL] Yes, sir. Um, and you said you do have some information on it. Is there a page 3? Are you looking at the certificate?
[CUSTOMER][NEUTRAL] I'm just looking at it. It was, uh, it's stapled together so I'm trying to see here's, OK, here's page 3. Let's see what this is.
[CUSTOMER][POSITIVE] This is OK for you.
[AGENT][NEUTRAL] There should be a certificate number on page 3.
[CUSTOMER][NEUTRAL] OK, so it'll be let's see, policy number 13,350.
[AGENT][NEUTRAL] 13
[CUSTOMER][NEUTRAL] Can you tell me if that's any good?
[AGENT][NEUTRAL] 13
[AGENT][NEUTRAL] Sounds like that's a group number but.
[CUSTOMER][NEUTRAL] Oh, here's here's the certificate number right here 0099.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00993971
[AGENT][POSITIVE] All right, thank you for that Mr. [PII]. Bear with me one moment while I pull that up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, until we can throw this away, it shouldn't be good tomorrow I think.
[AGENT][NEUTRAL] Yes, sir. All right, Mr. [PII], can you verify your date of birth and your mailing address just to make sure this is the correct policy for you?
[CUSTOMER][NEUTRAL] Mhm, yeah, I'm [PII] at [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] He says [PII].
[AGENT][NEUTRAL] Thank you for that. It looks like we had an email account on file, um, your personal [PII]. Can you verify that too?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yeah it's really [PII] mhm.
[AGENT][NEUTRAL] Thank you for that. So it looks like this was a critical illness policy that you had through universal trucking, but it is no longer active and hasn't been active since [PII].
[CUSTOMER][POSITIVE] OK, good. I could do all this stuff away.
[AGENT][NEUTRAL] Yes, sir. Just shred it. No longer valid. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That was it. That was it, Miss [PII]. I appreciate your help.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APO and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye bye.