AccountId: 011433970860
ContactId: f97b5eba-8046-4545-9a8f-066046611748
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321049 ms
Total Talk Time (AGENT): 181191 ms
Total Talk Time (CUSTOMER): 119218 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/f97b5eba-8046-4545-9a8f-066046611748_20250226T18:02_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]. My name is [PII]. I have an odd question. Um, I'm calling from a nursing home. I have a resident who I think has a policy through you guys. I'm, he's needing to know if there is a, um, current cash surrender value, but I need to know who to fax my request to. Is that something you might be able to give me a fax number or I don't, I don't even know if I called, I don't even know if I called the right place.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. All right, [PII], do, do you have a policy number?
[CUSTOMER][NEUTRAL] OK, so I do have a policy number. It is 01452418.
[AGENT][NEUTRAL] OK, that does sound like one of our policies, policy numbers. So let's start by that and we'll do a quick verification now uh and you're just calling for a fax number, correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, because I know you guys are gonna need a signed letter from him, but I, I just wanna make sure that I'm not sending it to some wrong place.
[AGENT][NEUTRAL] OK, OK, I can help you with that. And what is the name of the insured?
[CUSTOMER][NEUTRAL] So, first name is [PII], last name is [PII]
[AGENT][NEUTRAL] Hold on, I must put in the wrong number. 01452418. Is that correct?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, and first name was [PII].
[CUSTOMER][NEUTRAL] Yep, and last name is [PII]
[AGENT][NEUTRAL] All right, let's search by name because that's not pulling it. Oh wait a minute. That may be an older let's, I'm, I'm gonna search him by.
[CUSTOMER][NEUTRAL] So this, this policy was bought in uh [PII].
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Now was he employed because we only sell to employers and their employees.
[CUSTOMER][NEUTRAL] Um, he was employed at [PII], um, I mean, the family was told that it was the benefit amount paid upon death, but normally there's a cash surrender value on some of these, so I just, I just need to know because Medicaid's gonna ask us.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] So,
[AGENT][POSITIVE] OK. All right. I think I have found him.
[CUSTOMER][POSITIVE] OK, good. So I called the right place.
[AGENT][NEUTRAL] OK. Well, I, let's, let's make sure. OK. So what is Mr. [PII]'s date of birth and then uh we'll verify the address, but let's get make sure we have the date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so date of birth is [PII].
[AGENT][NEUTRAL] And do you have an address possibly?
[CUSTOMER][NEUTRAL] So I don't know, so I have the address on the policy, but he has been somewhere else prior, so let's see if this is the address [PII].
[AGENT][POSITIVE] OK, good deal. That is not what we have on file. OK, so let's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you, when you use that policy number, remove that.
[AGENT][NEUTRAL] Fine
[CUSTOMER][NEUTRAL] Remove which one?
[AGENT][NEUTRAL] The first two digits 01, it's just 45 it's [PII].
[CUSTOMER][NEGATIVE] OK, remove that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, and uh let me actually I will tell you if you will send whatever information you're needing to an email address with our company, that is so much better than fax.
[AGENT][NEUTRAL] Um, you will have someone to correspond with. You'll you'll get a confirmation email that your email was received and then, you know, too much time passes by, or you know, whatever, just want to check on something, you'll have an email to correspond with, but I can give you both, but let's start with the email and that's called [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] The [PII] Excuse me, then put the [PII] sign.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, then it's [PII]. That's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And let me give you the fax number just in case you would like to have that as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is 877.
[AGENT][NEUTRAL] Excuse your voice
[AGENT][NEUTRAL] 807.
[AGENT][NEUTRAL] 0911.
[CUSTOMER][POSITIVE] Perfect, got it.
[AGENT][NEUTRAL] All right. Anything else, Miss [PII].
[CUSTOMER][POSITIVE] All right. Thank you. I will get this accomplished. No, this, this is all I needed.
[AGENT][POSITIVE] OK, wonderful.
[AGENT][POSITIVE] OK, wonderful. Well, you have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.