AccountId: 011433970860
ContactId: f88f395f-08a0-48ee-92bb-ee37f0dd7c7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 465470 ms
Total Talk Time (AGENT): 165214 ms
Total Talk Time (CUSTOMER): 128312 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/f88f395f-08a0-48ee-92bb-ee37f0dd7c7a_20250624T19:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling ACL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, [PII], I have been holding on this line for over 45 minutes trying to get some answers to my questions and I'm sorry.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I am [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I can, yes, ma'am, Ms. [PII], I can hear you.
[CUSTOMER][NEUTRAL] OK. I'm [PII] and uh I am trying to get my wheel situated here and uh I ran across my American public life insurance that I have for cancer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, um,
[CUSTOMER][NEUTRAL] I'd like to know just what, what all is covered. It's been back since since [PII] or something like that. And um
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I don't know what it covers, what I'm supposed to do with it, or what, but I need to get some kind of answers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, ma'am. I can have somebody help you with that. Let me get you some, let me get your information. Miss [PII], do you have your policy number you can give me, please?
[CUSTOMER][NEUTRAL] I think so. Hold on.
[AGENT][POSITIVE] OK. Yes, ma'am. Take your time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. It's 01457843.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you, ma'am. Give me one moment, let me pull that up.
[AGENT][NEUTRAL] That was 01457843. Is that right, Ms. [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Miss [PII], I'm not able to find a policy with that number. Do you have another number that you can give me?
[AGENT][NEUTRAL] Is there another one you wear?
[CUSTOMER][NEUTRAL] Well, let's see.
[CUSTOMER][NEUTRAL] I don't see one. I see the effective date was the [PII].
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna try it one more time. Well,
[CUSTOMER][NEUTRAL] Does that help?
[AGENT][NEUTRAL] I, I need the certificate number in order to be able to pull it up in my system, but I'm trying again just to make sure that I didn't make a typo, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see, M.
[AGENT][NEUTRAL] Would you mind giving me your set?
[CUSTOMER][NEUTRAL] Yes, it's 427-887-880.
[AGENT][POSITIVE] Thank you Miss. OK.
[AGENT][NEUTRAL] Excuse me, I'm sorry. All right, let me try that.
[CUSTOMER][NEUTRAL] Did you find that?
[AGENT][NEUTRAL] It's pulling up for me. Let me see if it pulls up anything. I'm sorry, it's a little bit slow. I think it did. All right.
[AGENT][NEUTRAL] Let me just verify some more information from you. What's your date of birth, Miss [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And what's your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII], and give me your phone number just in case we get disconnected. What's your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] excuse me, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Let me repeat it again. Uh [PII].
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I got it. Thank you so much, Miss [PII]. Thank you for verifying your information. Yes, ma'am, I do see you've had a cancel policy with us since [PII], OK. Now, um,
[AGENT][POSITIVE] I'll need to connect you with a representative to give you your benefits, but please stay on the line. I'm gonna make sure that you get connected with somebody that can help you, OK? Do you mind holding for me?
[CUSTOMER][NEGATIVE] Well, I've been holding and holding and holding on different uh departments and nothing happens.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] I do
[AGENT][NEUTRAL] OK, I'm gonna make sure that he's someone speaks with you. My name is [PII] and I'm gonna get someone on the line to help you, OK? So just bear with me for just a moment, OK? Yes, ma'am. My name is [PII]. I'll make sure you're taken care of, OK? So give me just a moment. You're welcome. Hang on just a moment, OK?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm good. How are you, [PII]?
[AGENT][POSITIVE] I am doing good, thank you. I've got an insured on the line. Just let me know when you're ready for the policy number.
[CUSTOMER][POSITIVE] Yeah, absolutely. Go ahead.
[AGENT][NEUTRAL] OK, thank you, [PII]. It's 457-843.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, Ms. [PII], I've got a callback number. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she's wanting to know what type of benefits this policy has for her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, [PII], you can go ahead and send [PII] over whenever you're ready.
[AGENT][POSITIVE] OK. Thank you so much, [PII]. You have a great afternoon, OK?
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, here she comes.