AccountId: 011433970860
ContactId: f3dec869-33d8-4776-b10b-b66c84953fa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171300 ms
Total Talk Time (AGENT): 67829 ms
Total Talk Time (CUSTOMER): 66157 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/f3dec869-33d8-4776-b10b-b66c84953fa1_20250307T18:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], have I, is this a branch of American Fidelity?
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] There are corporate office.
[CUSTOMER][NEUTRAL] OK, I am, um, wanting some information. I have a I have a cancel policy that I wish to terminate, so I'm calling to find out where I send that written request to.
[AGENT][NEUTRAL] OK, um, I can help you with your cancer policy. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] My name is [PII]. The policy number is 086-693-802.
[CUSTOMER][NEUTRAL] Or 01, the 02 is the lighter.
[AGENT][NEUTRAL] 3801. OK, let me look up that policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you don't have the um policy through American Public Life?
[CUSTOMER][NEUTRAL] I don't know. I, when I first obtained this, it was through American Fidelity.
[AGENT][NEUTRAL] OK, let's um let me search by your social security number for Miss [PII] and it'll pull in any policy that you may have with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, what is that?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's look real quick.
[AGENT][NEUTRAL] OK, no, I'm not showing that you have the policy with American Public Life. Um, you may need to call American Fidelity.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. That's what I, that's.
[AGENT][NEUTRAL] And see
[CUSTOMER][NEUTRAL] But yeah, that's where I thought I was calling. That's the, the number they had on their website. So do you have a different number I can call?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let me look and see. Um, it's [PII], well, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful weekend, Ms. [PII] and thanks for calling APL.
[CUSTOMER][POSITIVE] Oh you too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.