AccountId: 011433970860
ContactId: ebf6dd6f-35d8-4d70-a412-07076691fae6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410579 ms
Total Talk Time (AGENT): 105713 ms
Total Talk Time (CUSTOMER): 93212 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/ebf6dd6f-35d8-4d70-a412-07076691fae6_20250103T17:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I have a policy with you and uh.
[CUSTOMER][NEUTRAL] I would like to
[CUSTOMER][NEUTRAL] Have a
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] I would like to have my policy.
[CUSTOMER][NEUTRAL] Where I can read it. I don't have a policy.
[AGENT][NEUTRAL] You said you have a policy with us?
[CUSTOMER][NEUTRAL] No, I don't have a policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And, and I'm, that's why I'm calling to wait to send me a policy.
[AGENT][NEUTRAL] Uh, when we're gonna send you a policy?
[CUSTOMER][NEGATIVE] Yeah, when can you send me a policy? I've, I've been having this discount for some time. I was paying it, but I really don't know what I'm paying for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Are you with a group or do you have an individual policy or?
[CUSTOMER][NEUTRAL] It's an individual policy.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Tell me your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And maybe senior and I'm not sure with [PII].
[AGENT][NEUTRAL] OK, and [PII], can you provide me your social so that I can look at this up?
[CUSTOMER][NEUTRAL] My what?
[AGENT][NEUTRAL] Your social security number, can you provide that?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, you said that a little bit too fast. Can you give me that again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look this up. I'm gonna put you on a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], um, your, your policy with, yes, your policy with APL is a whole life policy. I can give you that policy number. Um, it's 401. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] Hold on, not too fast.
[AGENT][NEUTRAL] OK. 4.
[CUSTOMER][NEUTRAL] Where is?
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] 401.
[CUSTOMER][NEUTRAL] One, yeah.
[AGENT][NEUTRAL] 549.
[CUSTOMER][NEUTRAL] 509.
[AGENT][NEUTRAL] 49.
[CUSTOMER][NEUTRAL] 4949.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And you say it's just a whole lot positively too?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] With American public life.
[AGENT][NEUTRAL] That's what your policy.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, so how can I get in touch with because I want, I want, I want to get a policy.
[AGENT][NEUTRAL] Like you wanna, um, like a copy of your policy?
[CUSTOMER][NEUTRAL] Copy of my policy. What I want to, I want a beneficiary change too also on this policy.
[AGENT][POSITIVE] Oh, OK, um, let me send you, I'm gonna get you over to um our customer service team and they're gonna be able to help you with that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a second for me.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEUTRAL] Spring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you?
[CUSTOMER][POSITIVE] Hi, [PII], I'm good. How are you?
[AGENT][NEUTRAL] Pretty good. I've got it insured online. His name is [PII] and um he has an old whole life policy with us. It's 401549, and he needs to make a beneficiary change. Can you help him?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I sure can.
[AGENT][NEUTRAL] OK, I'm gonna join him in.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] Thanks.