AccountId: 011433970860
ContactId: ea4149e9-890e-4626-9a38-0f05b01c9f42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431649 ms
Total Talk Time (AGENT): 138612 ms
Total Talk Time (CUSTOMER): 126471 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/ea4149e9-890e-4626-9a38-0f05b01c9f42_20250401T20:48_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] And uh I need to know if my mother's policy that she has carried for 50 years is still current and still current policy.
[AGENT][NEUTRAL] OK, um, I can definitely let you know if the policy is active or current. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. I am the daughter of [PII], who is your policyholder.
[CUSTOMER][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] It's A 0008151.
[AGENT][POSITIVE] And a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Just waiting for the policy to come up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Maybe because it's a um old policy number. You, you said your mom's name is [PII]?
[CUSTOMER][NEUTRAL] No, no L on the end. [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[AGENT][NEUTRAL] So that policy number is one of our older policy numbers and it's not coming up in the new system, so I'm just searching with her name.
[AGENT][NEUTRAL] Um, hold on one moment.
[AGENT][NEUTRAL] What state would she be in? I have 3 [PII]. I'm just trying to narrow it down.
[CUSTOMER][NEUTRAL] Miss Miss [PII].
[AGENT][NEUTRAL] OK, hold on one second here we go.
[AGENT][NEUTRAL] OK, so there is a policy, there was a policy here.
[AGENT][NEUTRAL] She doesn't have anyone on the policy, so I can't really give you any specifics. It's no longer active, um.
[CUSTOMER][NEUTRAL] OK, what she wanted to do was to cash it out. So, is there no way to do that?
[AGENT][NEUTRAL] What type of policy?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me first see what type of policy this is. It doesn't look like life. Hold on one second.
[AGENT][NEUTRAL] Yeah, this is a.
[AGENT][NEGATIVE] So this isn't a life policy. There's no cash value on this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So the easiest thing to do so that we can give you all, you know, like all the policy information, if she can if she can verify and just give us permission to speak with you, um, we can give you all the information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me get her. She's in one room away.
[AGENT][NEUTRAL] OK, OK, sure. OK.
[CUSTOMER][NEUTRAL] Mama
[CUSTOMER][NEUTRAL] The insurance lady needs you to give me permission to to talk with them about your information.
[CUSTOMER][NEUTRAL] What does like, tell her you're [PII] and you want your daughter to talk to her about the policy. Yes, I am [PII] and I want my daughter [PII] to
[CUSTOMER][NEGATIVE] Handle this business for me. I can't.
[AGENT][NEUTRAL] OK, Ms. [PII], I understand and I can go ahead and speak with her. Can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Verify your date of birth. Tell her your birthday. [PII].
[AGENT][POSITIVE] Thank you so much and I'm, I can go ahead and speak with your daughter now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] get back into my room where I have my pen and paper.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So this is a cancer policy. Um, it was active from [PII].
[CUSTOMER][NEUTRAL] OK, so she hasn't paid premiums on it since then?
[AGENT][NEUTRAL] Right, this policy has not been active since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And it's not a cash out policy.
[AGENT][NEUTRAL] No, ma'am, it's um like it doesn't have like a cash value. Now if there were like claims filed or um we can pay out like on to the claim, but no.
[CUSTOMER][NEUTRAL] Uh, there are no, there are no claims. There, there are no claims. She's a healthy [PII] woman.
[CUSTOMER][NEUTRAL] Um, so she was trying to get, uh, get cash out of things that we were gonna have to take care of when she dies, um, so that we could give you permission talking to her that I could talk to you about it, but since there's no policy, then we'll just forget it.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Not unless you got a funnel for money.
[AGENT][POSITIVE] Well, I wish I did. That helped me too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, well, thanks so much for calling APL. You're welcome. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][POSITIVE] Thank you.