AccountId: 011433970860
ContactId: ec3f2e47-b62f-4b6c-94a5-02621c874d44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307609 ms
Total Talk Time (AGENT): 125878 ms
Total Talk Time (CUSTOMER): 148762 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/ec3f2e47-b62f-4b6c-94a5-02621c874d44_20250414T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning for you, uh, my name is [PII] and thank you for calling APL. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII].
[CUSTOMER][NEUTRAL] And I've got a life insurance policy through you guys. You want the number?
[AGENT][NEUTRAL] Yes, sir, if you've got that number, please.
[CUSTOMER][NEUTRAL] Yes, it's 2584426.
[AGENT][NEUTRAL] All right, Mr. [PII], that's 258442-6.
[AGENT][NEUTRAL] Thank you. And do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and we do have a Yahoo email address. Can you just verify that while I've got you on the line?
[CUSTOMER][NEUTRAL] Yes, it's small letters [PII].
[AGENT][POSITIVE] All right. Thank you, Mr. [PII]. I do have your life policy pulled up. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm requesting, could you send me some paperwork on that life insurance policy? Uh, and it's a, it's a, it's active. I know because they've been holding it out of my chest.
[CUSTOMER][NEUTRAL] I had talked to you guys a couple of months ago and uh I I got sick so it expired but then they reactivated it your payment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the woman told me call back.
[CUSTOMER][NEUTRAL] And uh we'll send you some paperwork on it, you know.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, so we can send you a copy of your policy.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][POSITIVE] Yes, if you would please.
[AGENT][NEUTRAL] I can email it to you or mail it, which would you prefer?
[CUSTOMER][NEUTRAL] Well, I would, you know, I ain't so handy with a phone. Could you send me a paper copy of it?
[AGENT][POSITIVE] Absolutely. That's not a problem at all. It would be my pleasure, and that would be to the address um at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] It sure is.
[AGENT][NEUTRAL] I see that. I looked at it and said, [PII] biggest day.
[CUSTOMER][NEUTRAL] Yeah, yeah, a lot of people say.
[CUSTOMER][NEUTRAL] There is, there is a [PII], but yeah, it's [PII].
[AGENT][NEUTRAL] I just, I just misread it. I do apologize.
[CUSTOMER][POSITIVE] Oh, that's fine. Hey, and then if you would send it to me, I'd love it. Could you or how can I put my wife.
[CUSTOMER][NEUTRAL] Um, so she could talk to you guys too. What do I need to do that?
[AGENT][NEUTRAL] So, do you have internet access?
[CUSTOMER][NEUTRAL] Any what?
[AGENT][NEUTRAL] Do you have internet access?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So there is a form on our Internet.
[AGENT][NEUTRAL] At [PII]?
[AGENT][NEUTRAL] And you can actually.
[AGENT][NEUTRAL] Um, print the authorization form and just you can email it back to us or you can.
[AGENT][NEUTRAL] Fax it to us or mail it and then she will be listed on the policy.
[CUSTOMER][NEUTRAL] Could, could
[CUSTOMER][NEUTRAL] Could, could she or could you put that form in the papers that you're gonna send me?
[AGENT][POSITIVE] Yes, sir, we can do that.
[CUSTOMER][NEUTRAL] If you would please and then then when uh I do get it I'll send it back to you.
[AGENT][POSITIVE] Yes, sir. We can take care of that for you. That is not a problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'll work just fine then.
[AGENT][NEUTRAL] Now we just to let you know we we do have a pro a portal if you ever want to go online and create a login and password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then, um,
[AGENT][NEUTRAL] You can click on your policy number, and your policy documents will download there as well, but we're gonna fax it to you.
[CUSTOMER][POSITIVE] Yes, yeah, that'd be great.
[CUSTOMER][NEUTRAL] That way I have a hard copy of it.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] But uh other than that I think that's that's all I wanted to ask you, so.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Well, all righty. Thank, thank you very much.
[AGENT][POSITIVE] Well, it's been my pleasure. And is there anything else before you go, Mr. [PII], that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, no, I can't think of nothing right now.
[AGENT][POSITIVE] All right. Well, if you think of anything, just give us a call we'll be happy to assist you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All righty. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Oh OK, bye.