AccountId: 011433970860
ContactId: f0284594-b0a8-4cf0-b8c5-a7c07ad92535
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344519 ms
Total Talk Time (AGENT): 139250 ms
Total Talk Time (CUSTOMER): 97263 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/f0284594-b0a8-4cf0-b8c5-a7c07ad92535_20250324T13:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I, I'm just trying to, I guess, do some research I know I have got some life insurance with you all.
[CUSTOMER][NEUTRAL] And I was trying to just see how much was it for and and everything just because I, I don't know how can I look it up? Can I get set up to look that up.
[AGENT][NEUTRAL] Sure, um, so, let me see if I can, um, locate a policy for you and check the status, and then, um, we have like an online portal that's type of thing you're looking for, like where you can check it for yourself.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, we have the online portal, so I'll give you all that information. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] A [PII].
[CUSTOMER][NEUTRAL] And uh [PII].
[AGENT][NEUTRAL] Thank you for that. And Mr. [PII], um, may I can search the, if there is a policy I can search it with your social. Is that OK?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, and I'm ready when you are.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, and I have it here. I'm just waiting for it to come up.
[AGENT][NEUTRAL] OK, Mr. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII] uh [PII].
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, wait, can you repeat the street? I think we have a different address.
[CUSTOMER][NEUTRAL] You probably got [PII], but it has changed.
[AGENT][NEUTRAL] Yes, did you want me to update that? OK.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] All right, and what's the um current address for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then it's still [PII]?
[CUSTOMER][NEUTRAL] And the rest of those states so.
[AGENT][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Alright, so I just updated the um mailing address for you. Hold on one moment.
[AGENT][NEUTRAL] So all the information provided is a verification of benefits, not a guarantee of payment, just for the call. Um, so the, the, I guess the total amount or the
[AGENT][NEUTRAL] Um, for this policy is $20,000.
[CUSTOMER][NEUTRAL] 20.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how long have I been paying on it? How long? How long do I pay on those things?
[AGENT][NEUTRAL] This has been active.
[AGENT][NEUTRAL] This has been active since [PII].
[CUSTOMER][NEUTRAL] So 20 years?
[AGENT][NEUTRAL] Oh, yeah. It's been, it's been 20 years, yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] How long do we, how long they always pay on this? How long you pay on forever or what? I just wanna know.
[AGENT][NEUTRAL] Yes, um, until a claim is filed, you know, unless this is drawn out, the 20,000 is drawn out if something was to happen, but you just pay on the um insurance.
[CUSTOMER][NEUTRAL] Mhm. You can't draw against, you can't draw cause against it.
[CUSTOMER][NEUTRAL] And get the funds because don't, don't you have some some uh uh.
[AGENT][NEUTRAL] Like a cash value?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me take a, hold on one second.
[AGENT][NEUTRAL] So now to get the cash value um total, I would have to reach out to customer service. I can um send them the request so that they can go ahead and research what your, you know, what your cash value is, and then they will give you a call back in about 24 hours with that answer.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, that's no, no, uh uh, no, I just don't, no I have to worry about that.
[AGENT][NEUTRAL] You sure?
[CUSTOMER][NEUTRAL] Yeah, uh, I'll just, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That is it, so it's 20,000, OK.
[AGENT][NEUTRAL] And Mr.
[CUSTOMER][POSITIVE] That's what I needed to know.
[AGENT][NEUTRAL] All right, well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] But is it, is it a policy number just in case, well, you just look it up by my social security number, so.
[AGENT][NEUTRAL] Um, I can give you the policy number.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Alrighty, Mr. [PII]. Well, thank you so much for calling APL. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh, then
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Alright, well, I hope you have a great week.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.