AccountId: 011433970860
ContactId: fa2568c2-7899-40a1-be05-3cf881a8c26e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 755840 ms
Total Talk Time (AGENT): 340769 ms
Total Talk Time (CUSTOMER): 214417 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/fa2568c2-7899-40a1-be05-3cf881a8c26e_20250430T20:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I wanna check if you know a life insurance policy and make sure it's still in force.
[AGENT][NEUTRAL] OK, you're wanting to verify if a policy, a life insurance policy is still active with APL. Is that correct?
[CUSTOMER][POSITIVE] Yes, ma'am. I thank you.
[AGENT][NEUTRAL] Yes, sir. I can help. OK, yes, sir. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Speaking with [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And Mr. [PII], what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was your area code again, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And your policy number?
[CUSTOMER][NEUTRAL] 48.
[CUSTOMER][NEUTRAL] 93.
[CUSTOMER][NEUTRAL] 16.
[AGENT][NEUTRAL] 489-316. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Mr. [PII], I will have to verify several things with you first for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK, and whose name would this policy be in?
[CUSTOMER][NEUTRAL] It'll be in [PII], but it's from from my brother [PII]. His birthday is [PII].
[AGENT][NEUTRAL] I mean, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. And then what is the address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file is the phone number that you gave me, so that is the best number we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright thank you and lastly um Mr. [PII], what is your email address?
[CUSTOMER][NEUTRAL] I don't think I gave you my email address, did I?
[AGENT][NEUTRAL] Mhm. We have one on file for you.
[CUSTOMER][NEUTRAL] OK, well it must be [PII].
[AGENT][NEUTRAL] OK, yes, so that is the one we have. Is that still a valid email address for you?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] Now, Mr. [PII], have you ever, has anyone ever mentioned to you about our portal where you can create a profile and have access to this policy information online?
[CUSTOMER][NEUTRAL] No, I, uh.
[CUSTOMER][NEUTRAL] Well, I mean being on that, I just really don't even deal, deal with that, but
[AGENT][NEUTRAL] Don't
[AGENT][NEUTRAL] That's fine. OK. No, you're fine. I just wanted to make sure that you are aware that we now have that. But, um, this policy for your brother that you have is still active. Yes, sir, it is.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, good. uh.
[AGENT][NEUTRAL] And that is the correct policy number.
[CUSTOMER][NEUTRAL] OK, what is old on it?
[CUSTOMER][NEUTRAL] Cause last time I think they sent me something about some interest.
[AGENT][NEUTRAL] OK, so just, just one moment for me to pull some additional information.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So do you currently have, did you take a loan out on it?
[CUSTOMER][NEUTRAL] Mm, I never took a loan out on it, but it looks like they sent me it saying that it was some loan amount 253 and interest due was 2054.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK, so let me give me just a couple of minutes here.
[AGENT][NEUTRAL] OK, just one moment and let me.
[AGENT][NEUTRAL] See something here
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Do you mind letting me place you on a brief hold?
[CUSTOMER][POSITIVE] Hm, no, no problem.
[AGENT][POSITIVE] All right, great. Thank you so much, Mr. [PII]. Just a moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, Mr. [PII], thank you so much for holding for me. OK, so I was trying to reach someone uh to see if I could possibly transfer you to uh this person because they do a lot with the life policies and regarding any loan information, but they are not currently available, so I'm going to send a request asking someone to return your call.
[AGENT][NEUTRAL] Now, it will probably will not be today. It's possible, but typically it's about a 24 hour turnaround time, so it could be late tomorrow afternoon. But you said that you received something and again, what was the $253? What did, what was that?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He was a loan they got on him.
[AGENT][NEUTRAL] All right. So that was the loan amount. OK. And then it said that the
[CUSTOMER][NEUTRAL] Loan amount.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2054.
[CUSTOMER][NEUTRAL] Entries due, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm gonna send that request asking them to give you a call back, Mr. [PII], and unfortunately, I can't tell you how the phone number is going to show up because we have a lot of different numbers, um, but again, someone should be returning your call within, within 24 hours.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, OK, well, well, nevertheless they still gonna send me a billing thing in the mail, huh, like they be, huh.
[AGENT][NEUTRAL] Yes, sir. Mhm. So you received, was this on a letter that you received that?
[CUSTOMER][POSITIVE] OK, that'll be good.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's got APL American Public Life.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] That's what they had long entries as shown above is due on the policy.
[AGENT][NEUTRAL] When would, can you tell me the date on that letter, Mr. [PII]?
[CUSTOMER][NEGATIVE] This one here was the letter in [PII]. I've been sending the interest payment like they asked in the letter, you know, but I don't recall doing a loan with this policy. I don't.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Generally, you know, me myself, I don't do loans on life insurance policy.
[AGENT][NEUTRAL] Right, OK. All right, so.
[CUSTOMER][NEUTRAL] And the value of this one anyway, could you see the value on it? I don't think it's a whole whole lot.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] From what I can tell, it looks like it's 30,000.
[CUSTOMER][NEUTRAL] OK, well, nevertheless, well, nevertheless, I just have to send this loan amount if I got to pay it.
[AGENT][POSITIVE] Just the face value.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] But let me, let me just double check one more time. But yes, sir, just, um, yeah, unfortunately, the person is still not available. So I will go ahead and send this request to ask someone to give you a call to try to be able to answer your question though before, you know.
[CUSTOMER][NEUTRAL] I don't know, but they.
[AGENT][NEUTRAL] You send in the payment.
[CUSTOMER][NEGATIVE] Right, cause I don't, cause I don't want this policy to disappear.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Cause I don't think my brother has no life insurance, so I keep asking and been asking for years and he don't have no answer, so.
[AGENT][NEUTRAL] Well, that's very kind of you, Mr. [PII], to do that for your brother.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There he is.
[CUSTOMER][NEUTRAL] Yeah, and the way, the way stuff going up now, it might take all of that to take care of any business.
[AGENT][NEUTRAL] Isn't that the truth?
[AGENT][NEUTRAL] Isn't that the truth? But yes, sir, um, the, the person that should be calling you, uh, should be [PII], I believe. I hate to give you a name in case somebody else calls you, but I'm going.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, well, you know, but whoever, and whoever calls I just.
[AGENT][POSITIVE] But I'm gonna go ahead and send that request now, um, to get that started for you.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] OK. Well, it's, oh, you're certainly very welcome and it was my pleasure in speaking to you today, Mr. [PII]. Is there anything else that I could try and help you with?
[CUSTOMER][POSITIVE] I appreciate it, ma'am.
[CUSTOMER][NEUTRAL] No, that's good, thank you, ma'am. Oh, I know what I wanna ask you, I had a cousin, she's [PII] and she wanted to know.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Then when I called and talked to y'all, I asked, do y'all write policies on somebody that age? I told her I wouldn't know.
[AGENT][NEUTRAL] No, sir. We no longer, but we no longer um
[AGENT][NEUTRAL] Right policies for individual coverage. We haven't done that in a number of years now.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Everything that we do now is on a group employer level.
[AGENT][NEUTRAL] So yes sir now do you mind just letting me bearing with me just a moment because the person that I was gonna try and have him call have call you may possibly be available so do you mind holding for a moment? OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] No, uh.
[AGENT][POSITIVE] Thank you. One moment then.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Really?
[AGENT][NEUTRAL] Answer the phone. Some things never changed, do they? Nope.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] As usual.
[AGENT][NEUTRAL] Nothing changes.
[AGENT][NEUTRAL] OK, Mr. [PII], I'm so sorry. I tried to reach her, but I was unable to. So I'm sending that request right now.
[CUSTOMER][POSITIVE] Mhm, no problem.
[CUSTOMER][NEUTRAL] Ain't no, ain't no problem, man.
[AGENT][NEUTRAL] OK. Well, is there anything else I could help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you again for calling APL. I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Yes, sir. Thank you very much. Bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah