AccountId: 011433970860
ContactId: 00f7f818-805d-489c-83b8-519ddab332b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 690010 ms
Total Talk Time (AGENT): 109707 ms
Total Talk Time (CUSTOMER): 351494 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/00f7f818-805d-489c-83b8-519ddab332b9_20250306T22:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], um, my name is [PII], and I've been working with the state of [PII] for a good little while now, and I had taken out an insurance policy with them.
[CUSTOMER][NEUTRAL] And I can't let me see what they they had this policy started.
[CUSTOMER][NEUTRAL] But then I got a new form. They sent out me a new information sheet.
[CUSTOMER][POSITIVE] Telling me that they was pleased to inform you that you have been accepted for a coverage on the American Income Policy.
[CUSTOMER][NEUTRAL] Of which you recently applied.
[CUSTOMER][NEUTRAL] The above numbered policy is is enclosed.
[CUSTOMER][NEUTRAL] And I was, and I called the number on that, they, they gave, they gave me that number. And when I called the lady, she said, that used to be.
[CUSTOMER][NEUTRAL] The insurance, but she said we are not the public insurance, American public insurance.
[CUSTOMER][NEUTRAL] But this one just said American income life insurance.
[AGENT][NEUTRAL] Do you have a
[CUSTOMER][NEUTRAL] So I, I don't know.
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] I have a policy number with this and that they just recently sent this thing out, it was uh.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] The Ford is still new looking and the policy number on this one.
[CUSTOMER][NEUTRAL] It's 5912.
[CUSTOMER][NEUTRAL] 574
[CUSTOMER][NEUTRAL] And the executive office number is in [PII].
[CUSTOMER][NEUTRAL] And I don't even know when this, this came about. The switch was made.
[AGENT][NEUTRAL] OK, um, yeah, that doesn't come up as a policy number for us. What's your last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then your first name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I just don't understand how they got mixed up like this.
[AGENT][NEUTRAL] And then [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And then can you confirm what the address on file should be?
[CUSTOMER][NEUTRAL] My address on file?
[CUSTOMER][NEUTRAL] OK, yes, ma'am. I, I'll tell you what I got on the paper.
[CUSTOMER][NEUTRAL] They have [PII].
[CUSTOMER][NEUTRAL] Now at one time that was my address, but I recently changed it changed it to a street address.
[AGENT][NEUTRAL] OK. Um, and you said you recently got this in the mail, correct?
[CUSTOMER][NEUTRAL] Well, that it's uh I got this thing from the state in the mail.
[CUSTOMER][NEUTRAL] And let me read this to you.
[CUSTOMER][NEUTRAL] Because whenever there's some changes in the policy or changes in the income, they send out this little folder here.
[AGENT][NEUTRAL] And it says it's life insurance?
[CUSTOMER][NEUTRAL] That's uh.
[CUSTOMER][NEUTRAL] Both of them said Life American Public Life Insurance Company, and I wrote on the back of this envelope, uh, cancer.
[CUSTOMER][NEUTRAL] But that, that this is in [PII].
[AGENT][NEUTRAL] Yeah, I mean, you have a cancer policy with us that I see.
[CUSTOMER][POSITIVE] I do have one with you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Would that be public which one of these incomes one is the American income life insurance.
[AGENT][NEUTRAL] I don't know what that is, uh, I'll be honest with you. We're APL, American Public Life.
[CUSTOMER][NEUTRAL] American public like that now that's your income. That's your, that's your policy.
[AGENT][NEUTRAL] That, that's right. That's who you're talking to and that's who you have a cancer policy with.
[CUSTOMER][NEUTRAL] OK, well, I do have a cancel policy written on this envelope.
[CUSTOMER][NEUTRAL] Uh, at one time were you uh base station in [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Well, this is two different things here.
[AGENT][NEUTRAL] Yeah, that other thing that you have about American or public life insurance, like I, I don't see any life insurance with us, so that's got to be a different company.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] American public is not your company and you're, you're just American.
[CUSTOMER][NEUTRAL] Life insurance.
[AGENT][NEUTRAL] Mm. No, we're, we're APL.erican Life Insurance. I don't know what that is.
[CUSTOMER][NEUTRAL] in
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEGATIVE] I've had a lot of instances, but I never got this.
[CUSTOMER][POSITIVE] Completed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] American income like.
[CUSTOMER][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] Well, no wonder they were saying that it's different.
[CUSTOMER][NEUTRAL] Let me see what kind of what kind of policy number they had on this other one.
[CUSTOMER][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] That date was on [PII].
[CUSTOMER][NEGATIVE] It's a your existing American public life cancer.
[CUSTOMER][NEUTRAL] And specified disease plan was designed.
[CUSTOMER][NEUTRAL] To provide you with extra coverage to help offset the medical and hidden.
[CUSTOMER][NEUTRAL] Non-medical cost of cancer.
[CUSTOMER][NEUTRAL] They began issuing policies in [PII].
[CUSTOMER][NEUTRAL] And the prognosis for today's cancer patient is much.
[CUSTOMER][NEUTRAL] R [PII].
[AGENT][NEUTRAL] Do you want the phone number to customer service at American Income Life Insurance?
[CUSTOMER][NEUTRAL] Do I want the phone number?
[AGENT][NEUTRAL] Yeah, for this American income life.
[CUSTOMER][NEUTRAL] I got a phone number and they gave it to me for for [PII].
[AGENT][NEUTRAL] Right. You called [PII].
[CUSTOMER][NEUTRAL] OK, what have I told? I haven't called them yet.
[CUSTOMER][NEUTRAL] So now this was going to be.
[CUSTOMER][NEUTRAL] A I am that's with on the paper for American Income Life Insurance.
[CUSTOMER][NEUTRAL] Company.
[CUSTOMER][NEUTRAL] OK, so the American public life would be the one for cancer, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And that's the one I'm talking, I'm talking to you now for that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So this one like.
[CUSTOMER][NEUTRAL] Should you elect to purchase one of our newer plans, we will guarantee the premium rate through [PII].
[CUSTOMER][NEUTRAL] Hm well.
[CUSTOMER][NEUTRAL] I'll call you. Now, give me that number again cause I was reading when you gave it to me.
[AGENT][NEUTRAL] The phone number for American Income Life is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and that's for American income life.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Two of them got together, got.
[CUSTOMER][NEGATIVE] Oh screwed up and get me screwed up too.
[CUSTOMER][NEUTRAL] OK, I'm gonna call these people.
[CUSTOMER][NEUTRAL] The American
[CUSTOMER][NEUTRAL] Public life.
[CUSTOMER][NEUTRAL] Yeah I have a policy number for them too, your policy information.
[CUSTOMER][NEUTRAL] Effective date was [PII].
[CUSTOMER][NEUTRAL] And on this thing coming from the state, it is public life.
[CUSTOMER][NEUTRAL] Well, I'll call that number and
[AGENT][POSITIVE] OK, yeah, they should have more information on that for you.
[CUSTOMER][NEUTRAL] OK then I'll sign up.
[AGENT][POSITIVE] OK, all that sounds good.
[CUSTOMER][POSITIVE] Thank you so much I appreciate you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] OK, thank you, bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Lord have [PII].
[AGENT][NEUTRAL] You wanna go with daddy.
[CUSTOMER][NEUTRAL] I do.