AccountId: 011433970860
ContactId: eebb9e6e-591e-4fd9-907e-8d4c8321a657
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256738 ms
Total Talk Time (AGENT): 78009 ms
Total Talk Time (CUSTOMER): 172377 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/eebb9e6e-591e-4fd9-907e-8d4c8321a657_20250324T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling SEO. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Well, then, it's my lucky day. I get you twice.
[AGENT][NEUTRAL] Me too.
[CUSTOMER][NEGATIVE] I know you're like, no, it's not my lucky day.
[AGENT][POSITIVE] Oh, yes, it is for me.
[CUSTOMER][NEUTRAL] Oh, I have, well, I have an insured on the line and she's got several policies. She wants to know if any of the policies have a cash value amount. I looked at Guru and it couldn't find the information. I don't believe that they are, but just because I'm not sure, I would like to transfer the call if that's OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yeah. OK. OK.
[CUSTOMER][NEUTRAL] So, she's got three policies. She called with policy 86016.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, probably at [PII].
[CUSTOMER][NEUTRAL] Yes, and she's got, like I said, several policies.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Gotcha. OK.
[CUSTOMER][NEUTRAL] And I verified all her information.
[AGENT][POSITIVE] Thank you for that.
[AGENT][POSITIVE] I am ready.
[CUSTOMER][POSITIVE] All right. Let me get Ms. [PII] on the line. Thank you, [PII]. You have a wonderful afternoon. One moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Alright Ms. [PII], I have [PII] on the line in our customer service department and she's going to assist you further with that information. OK, thank you, thank you for calling APO you have a wonderful evening. You too.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Hi Miss. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is [PII] in customer service. Um, [PII] was just telling me that you were checking to see if the policies had cash value on them.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, to see if they have anything on them.
[AGENT][NEUTRAL] OK, I do see.
[AGENT][NEGATIVE] Um, now, these particular policies do not. Um, you have the intensive care and cancer and then the heart attack and stroke. Um, also, those do not have cash value.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, none of them do? OK, I didn't know, yeah, OK, the, um.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Uh, a friend of mine had a cancer policy and hers did. I didn't know what the difference was or whatever in them. So, uh, this is just if I end up in the hospital in intensive care or have a heart attack and stroke and it only pays out like what, $1000 on a cancer, is that it?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now I'm not 100% about that. Now I can get you to someone in our benefits department. I'm just not sure about the benefit amount.
[CUSTOMER][NEUTRAL] OK, but it, it's no none of the policies, uh.
[CUSTOMER][NEUTRAL] That you said can you can cash out so that's the main thing I was checking on.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Because I didn't know the difference in what she had and what I had, so that yeah that's all I was checking on was on that so um.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I don't have any need to have a policy right now luckily I'm not having a being in intensive care or anything like that but it I I assume you only file once you have that if you have it you don't ever file. I just file on the uh mammogram, the wellness program once a year that's all I do on that.
[AGENT][NEUTRAL] Um, right.
[AGENT][NEUTRAL] OK, yes, ma'am, that's.
[CUSTOMER][NEUTRAL] That's what you can tell, yeah.
[CUSTOMER][NEUTRAL] Yeah, OK, well that's what I was double checking on to see if it had anything, uh, since it had that cancer if it did, uh, have a cash out.
[CUSTOMER][NEUTRAL] A value and that you're telling me it doesn't so you answered my question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I appreciate it thank you so much.
[AGENT][POSITIVE] Yes, ma'am. You are welcome. Can I do anything else for you?
[CUSTOMER][NEUTRAL] Uh, no, I don't think so. That was just, uh, just like I said, just the question I had, yeah, so thank you. You have a good evening, all right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][POSITIVE] You too, Miss [PII] and thank you and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK alright bye bye.
[AGENT][NEUTRAL] Bye.