AccountId: 011433970860
ContactId: ff19d77d-1227-45e5-8d51-3c05a87eefd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 709229 ms
Total Talk Time (AGENT): 313525 ms
Total Talk Time (CUSTOMER): 314009 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/ff19d77d-1227-45e5-8d51-3c05a87eefd2_20250115T21:52_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] [PII], I was just uh looking to see if my husband might have had a policy with you all.
[AGENT][NEUTRAL] OK, so you're trying, uh-huh. So you're wanting, you're wanting to see if your husband may have had.
[CUSTOMER][NEUTRAL] His name
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Yeah, my son has, uh-huh.
[CUSTOMER][NEUTRAL] A policy with you all. He had, he had one for my son. That's why I was just wondering if he had one.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I can try and see if your husband had a policy with us. Um, first off, who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII], his wife.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what is a good callback number in case we were to get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your husband's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what um
[AGENT][NEUTRAL] Do you have his full social, Ms. [PII]? or do you, you, because you don't have a policy number so I can try and search by his social first.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], wait a minute. [PII], wait a minute. Mm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Wait a minute, [PII].
[CUSTOMER][NEUTRAL] I need [PII].
[CUSTOMER][NEUTRAL] I think that's what it is, but I had it on the tip of my tongue until I got rid of T. Let me think, [PII]. I know it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], that's it.
[AGENT][POSITIVE] OK. All right. Thank you very much for
[CUSTOMER][NEUTRAL] I know I know I had it, but I transposed it.
[AGENT][NEUTRAL] Well, it's, that happens, I do that myself when it comes to
[AGENT][NEUTRAL] Remembering numbers like that sometimes. So you said [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. It's 237-824-592.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, now I didn't locate anything with the social, let me try with his name. It's gonna take a little longer to search.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] And you said it would be under [PII] and Junior. He's a [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah, it may not have [PII] on it. Sometimes he put [PII], sometimes he didn't, so I'm not sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it's gonna be [PII].
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] And you did say [PII] is [PII] Is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII] Some people don't have either but he does.
[AGENT][POSITIVE] Right. OK. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what state?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I, OK. What is, what was his full name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Was there a middle name?
[CUSTOMER][NEUTRAL] No, ma'am. He's a junior.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] But it was just [PII], no middle name. Is that correct?
[CUSTOMER][POSITIVE] Yes, yes, yes ma'am.
[AGENT][NEUTRAL] I haven't located one yet, Ms. [PII], but I'm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Trying one additional thing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. No, ma'am, I don't see any active policy for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For with [PII].
[CUSTOMER][NEUTRAL] Mhm. I know he wasn't paying on it now. I didn't know if it was one of the ones that was like paid up after a certain amount of years.
[AGENT][NEUTRAL] Yes, ma'am. I don't show any there, no, ma'am.
[CUSTOMER][NEUTRAL] OK. We can.
[AGENT][NEUTRAL] What was his date of birth? Yes, ma'am. What was his date of birth? Mhm.
[CUSTOMER][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, ma'am. Um,
[AGENT][NEUTRAL] I do not have a [PII] with that date of birth.
[CUSTOMER][NEUTRAL] OK then. Well, can you look at this one and tell me, um,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You know, it's, shouldn't be active cause I did send my money in for this one. This is for my son.
[CUSTOMER][NEUTRAL] I got the policy number if you want that.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, so give me just a moment please.
[CUSTOMER][NEUTRAL] Alright, alright.
[AGENT][NEUTRAL] All right, Ms. [PII]. So what is um the policy number?
[CUSTOMER][NEUTRAL] 0044
[CUSTOMER][NEUTRAL] 1219.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], I will need to verify several things first for security. So if you could first please verify your son's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. [PII], [PII], excuse me, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] I'm so
[AGENT][NEUTRAL] I'm so sorry, I cannot hear you for a moment. So,
[CUSTOMER][NEUTRAL] Ma'am, you couldn't hear me? Yes.
[AGENT][NEUTRAL] Could you please, could you repeat? No, ma'am, I couldn't hear.
[CUSTOMER][POSITIVE] I'm sorry. I'm so sorry.
[AGENT][NEUTRAL] That's OK. No, ma'am, you're fine. It's probably on my end.
[CUSTOMER][NEUTRAL] OK, you want birthday?
[AGENT][NEUTRAL] Yes, ma'am, his birthday.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK, thank you. And then also the home mailing address that we would have on file?
[CUSTOMER][NEUTRAL] Well, what you got on file now, I think is the old address route [PII], but we have a [PII] address.
[AGENT][NEUTRAL] And what is the what is the [PII] address?
[CUSTOMER][NEUTRAL] The new dress, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then the phone number uh that we would have on file for [PII]?
[CUSTOMER][NEUTRAL] Well, I don't know what you would have on file, you know, back then, but I can give you his phone number.
[AGENT][NEUTRAL] OK. All right, what is, OK.
[CUSTOMER][NEUTRAL] Now, his phone number is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, not, I'm sorry. Let me redo this.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So we do have something different. Um, what is the last
[CUSTOMER][NEUTRAL] Mhm. Cause see, this was taken out so long ago.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] What is the last 4 of his social?
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] OK. If I make no mistake,
[CUSTOMER][NEUTRAL] Because I don't do here a lot, so I don't remember his, but I think it's [PII].
[AGENT][NEUTRAL] OK. All right. So that's all of the information at the moment. I'll need to verify with you, Ms. [PII]. Now,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I am not able to provide any information currently on this policy for you because you are not listed on the policy, and [PII] is the, is his name it is in, so he would be the one that would have to contact us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For any
[CUSTOMER][NEUTRAL] But you do have a policy, right?
[AGENT][NEUTRAL] Yes, ma'am. That policy number you gave me is a valid policy, but I can't provide any additional.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, that's fine. I just want to make sure cause see, I'm gonna be the one that's paying it.
[AGENT][NEUTRAL] Information.
[CUSTOMER][NEUTRAL] That's why I wanted to make sure that, you know, they had received my money and it was still active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, and I can, I can tell you that I can see in notes where you had spoken to someone back in October and we mailed out some information to him regarding, um, but we haven't received anything back.
[CUSTOMER][NEUTRAL] Uh-huh. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] As of now,
[CUSTOMER][NEUTRAL] You haven't. Did you receive the $330?
[AGENT][NEUTRAL] Yes, ma'am, but we didn't receive any additional um
[CUSTOMER][NEUTRAL] OK. What other kind of information cause I ain't seen anything.
[AGENT][NEUTRAL] Um, let's see. We did.
[CUSTOMER][NEUTRAL] You say you mailed him some information.
[AGENT][NEUTRAL] Yes, ma'am. I can see where they, there was a note when they spoke to you that because he is the owner of the policy that that paperwork would be mailed to him. So I'm assuming based on the notes that I'm reading was a
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What do you think?
[AGENT][NEUTRAL] The method of payment information.
[CUSTOMER][NEGATIVE] Right, we didn't never get it, sure.
[CUSTOMER][NEGATIVE] We didn't never get it. All I have is this letter from them.
[CUSTOMER][NEUTRAL] Stating that uh thank you for your recent letter advising that you desire to continue your above number.
[CUSTOMER][NEUTRAL] our policy.
[AGENT][NEUTRAL] OK, so yes, ma'am, that is, that is the document. And so, that is the document that I'm referring to, but
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But I, we just, because he is the only person on the policy, he would be the one that, the only person that we could provide any additional information to.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. Well, I just want to make sure it was still active. That's all. That's all I need to know.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm fine. I thank you so much.
[AGENT][POSITIVE] Well, Ms. [PII], it was my pleasure. You're very welcome. And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am. I think that's all today.
[AGENT][POSITIVE] OK. Well then, thank you for
[CUSTOMER][POSITIVE] And I appreciate it.
[AGENT][POSITIVE] Well, you're certainly very welcome and I hope that you have a very nice evening and thank you again for calling APL. All right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.