AccountId: 011433970860
ContactId: f27e9abc-1447-4a8b-80f9-261e2d2de638
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456609 ms
Total Talk Time (AGENT): 209834 ms
Total Talk Time (CUSTOMER): 101825 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/f27e9abc-1447-4a8b-80f9-261e2d2de638_20250520T13:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and um I worked, I work for Nora Staffing and I was wondering if you can send me a copy of my
[CUSTOMER][NEUTRAL] Um, benefits for term life policy that I have with you.
[AGENT][NEUTRAL] OK, Miss [PII], so you're wanting to find out how to get a copy of your policy information, is that correct?
[CUSTOMER][NEUTRAL] That's correct and also do you have a portal where I can go and look at my information?
[AGENT][POSITIVE] Yes ma'am we do and I will be happy to help you with all of this. So if um first off what's a good call back number for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm so sorry, your voice cut out on the very beginning of the phone number.
[CUSTOMER][NEUTRAL] sorry [PII].
[AGENT][NEUTRAL] OK, thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] I don't have that because I don't have any information.
[AGENT][NEUTRAL] All right. Well, just one moment then and I'll look this up a different way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is the policy in your name, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh-huh. It is.
[AGENT][NEUTRAL] OK, and what is your full social security number, please? And let me see if I can look it up that way.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, your voice cut out again, Miss [PII]. What on the last four numbers of your social? [PII], and what were the last two numbers?
[CUSTOMER][NEUTRAL] I'm gonna take you off the speaker phone. Um, it's [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Can you hear?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one second please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so Miss [PII], any information this provided will be a verification of benefits and not a guarantee of payment. I will need to verify several things with you first for security. So first off, if you will please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. The phone number that is on file for you is the same as the one that you gave me, so that is your best.
[AGENT][NEUTRAL] Contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, thank you. And then lastly, Ms. [PII], your email address?
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] [PII] Yes, it's [PII].
[AGENT][NEUTRAL] OK. Now that we have something different.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. I'm looking at one thing on your policy, bear with me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do see that this policy has just been issued for you, Ms. [PII], and I can provide you the policy number. I am also going to email you a user guide so that you can set up your profile in our portal where you will be able to have access to your policy. Now your policy is not viewable to you at this point because again it was just issued so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It will probably you should be able to see it late tomorrow afternoon, but it could possibly.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Be the next day.
[AGENT][NEUTRAL] Before you could do it, but you can go ahead and set up your profile in our portal, and the policy number for this policy is 262.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 552 7.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Again, that is 262-552-7.
[AGENT][NEUTRAL] And the email you're welcome and the email that I'm going to send to you will come from care team.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] And I will put APL in your subject line so that that's easy to recognize. I don't think that it will go to a junk or spam folder, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But in the event that you don't have it in your inbox like in just a few minutes, please check one of those other folders to see if it did go there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Say yes, ma'am.
[AGENT][POSITIVE] And then if you have any questions or need any assistance in setting up your profile, you're welcome to call us back and we'll be more than happy to help you with that.
[CUSTOMER][NEUTRAL] OK, and I'm just looking I just got the email so um.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] So I would go to the secured [PII] to set it up, is that correct?
[AGENT][POSITIVE] That is correct, that is correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you so much.
[AGENT][POSITIVE] Well, you are very welcome, Miss [PII]. Is there anything else that I could help you with this morning?
[CUSTOMER][POSITIVE] Not today, thank you. You have a good day.
[AGENT][POSITIVE] Well, you're, I hope you have a very nice day too. And thank you again for calling APL Ms. [PII].
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] All right, bye-bye.