AccountId: 011433970860
ContactId: e63ae80d-fe11-4765-a31a-4f259d9d1523
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303700 ms
Total Talk Time (AGENT): 43700 ms
Total Talk Time (CUSTOMER): 65044 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/e63ae80d-fe11-4765-a31a-4f259d9d1523_20250207T13:49_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I had took out life insurance with you and I canceled the policy, but you never mailed me a letter stating that I canceled the policy.
[AGENT][NEUTRAL] OK, what's your name, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's your policy number?
[CUSTOMER][NEUTRAL] I don't know it.
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's a good phone number in case we need to get a hold of you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me 1 2nd, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm still trying to locate your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], what's your last name?
[CUSTOMER][NEUTRAL] Who is who?
[AGENT][NEUTRAL] And your policy is with American Public Life?
[CUSTOMER][NEGATIVE] Right, it was with them I canceled it.
[AGENT][NEUTRAL] OK, you gave me a social of [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I'm not showing anything under your name or that social security number.
[CUSTOMER][NEUTRAL] OK. Well they said that they had Medicaid said there that I never sent a letter stating that I closed the account.
[AGENT][NEUTRAL] OK, this is not Medicare.
[CUSTOMER][NEUTRAL] No, I know that. They cut my check cause I, cause I had life insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it says ALP life policy.
[AGENT][NEUTRAL] I'm not showing a policy for you with American Public Life Insurance Company.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, any other questions, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, thank you for calling APL.