AccountId: 011433970860
ContactId: fcbb2493-12ca-4133-9e28-be50ae1f420c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265480 ms
Total Talk Time (AGENT): 87865 ms
Total Talk Time (CUSTOMER): 98374 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/fcbb2493-12ca-4133-9e28-be50ae1f420c_20250418T20:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I am handling the estate of my uncle. And in the process of going through a bunch of his stuff, I found an American public life policy that he purchased back in the [PII] and just out of an abundance of caution want to confirm whether or not it's still in effect because if it's not, then I'm just gonna red file so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I can definitely help you um see if the policy is active. And Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And on the card, does it have like a policy cert number or policy number?
[CUSTOMER][NEUTRAL] Number, it's the letter B as in boy and then E as in Edward, 1140.
[AGENT][NEUTRAL] What is his
[CUSTOMER][NEUTRAL] And it's dated
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is when it was issued.
[AGENT][NEUTRAL] Um, what is his, um, do you have his full social?
[CUSTOMER][NEUTRAL] Sure, yes, I do. Let me get it pulled up right here. [PII] is his name, but I also, here we go.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, it's going in and out. I heard you say the name. Did you say [PII] and then I and I I missed the last name.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] And his social is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me try to search it with the social. Hold on one moment.
[CUSTOMER][NEUTRAL] I'm not gonna be at all surprised if you tell me, you know, it's ain't so.
[CUSTOMER][POSITIVE] Take care of his wife and I just wanna make sure I have everything she's got.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, hold on one second. 33.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] is the last name, [PII] is the middle name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, and [PII] is the name.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so I believe this is him. I'm just waiting for it. The policy is just populated. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'm gonna see if this is him. We have
[AGENT][NEUTRAL] Actually, you know what? It's this one because that one has a middle initial different.
[AGENT][NEUTRAL] I'm gonna try both of them. Hold on one moment.
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] I should memorize by now. I give out so many times. Um, it's [PII], uh, I think it's [PII], [PII] I believe.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so he doesn't have anyone like authorized on the policy, so just generally speaking, uh, this member doesn't have any active policies with APL.
[CUSTOMER][POSITIVE] Perfect. OK. I just wanna know what I can throw away and what I need to keep.
[CUSTOMER][POSITIVE] I'm today for adding something to the red. Thanks so much.
[AGENT][POSITIVE] Right. You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh, that was the one and only. I appreciate how quick you answered. That's terrific.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.