AccountId: 011433970860
ContactId: 01bce4c9-8871-40f5-b156-cc396d24ea64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 531890 ms
Total Talk Time (AGENT): 172113 ms
Total Talk Time (CUSTOMER): 284025 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/01bce4c9-8871-40f5-b156-cc396d24ea64_20250507T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is
[AGENT][NEUTRAL] [PII], how may I help you?
[CUSTOMER][NEUTRAL] Yeah, my name's [PII]. I just called again for the 400th time. Do you need my information to look me up because I need the I need the town that your company's out of so I can call the Better Business Bureau.
[AGENT][NEUTRAL] OK, Mr. [PII], I can help you, sir.
[CUSTOMER][NEUTRAL] Because you guys are extorting money from me, yeah, I appreciate it.
[AGENT][NEUTRAL] Yes, sir. Can I please get
[CUSTOMER][NEGATIVE] Misty wasn't worth a shit helping me.
[AGENT][POSITIVE] I am so sorry to hear that, sir. Um, may I please get your
[CUSTOMER][NEGATIVE] Yeah, all she done was give me a little, she gave me a little sigh and, and it takes time. Well, you know what, my family's starving.
[AGENT][POSITIVE] OK sir, may I please get your call back number just in case the call gets dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Sure, you never do, but maybe you do well, but nobody else does. [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number, Mr. [PII]?
[CUSTOMER][NEGATIVE] I don't have it. I never have been given it. I give you my Social Security number over the phone, which is ridiculous. [PII].
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, thank you so much, sir. Let me look up your policy real quick.
[AGENT][NEUTRAL] OK. Thank you very much, Mr. [PII]. I think I have you pulled up now. Can you just please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What else did you need?
[AGENT][NEUTRAL] Your email address, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then I see that the number that you gave me to call you back on if we're disconnected is that your cell phone number sir?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh thank you. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Can you give me my policy number because I don't have it.
[AGENT][POSITIVE] Absolutely, absolutely. Um, I have policy number 259.
[AGENT][NEUTRAL] 7992.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's your hospital indemnity plan?
[CUSTOMER][NEUTRAL] That's the policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, would you like your group accident policy number?
[CUSTOMER][NEGATIVE] Sure, you can give it to me. It ain't worth anything. You didn't pay anything, but yeah, what, what is it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 259-799-993.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you also have a short term disability policy and I can give that number to you.
[CUSTOMER][NEUTRAL] That's the one I'm calling about.
[AGENT][NEUTRAL] OK, that one is 259-7994.
[AGENT][NEUTRAL] And then your group term life policy.
[AGENT][NEUTRAL] That one is 259-799-5.
[AGENT][NEUTRAL] And then you also have a dental policy, and that policy number is 259-7996.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and you were calling about the short term disability policy, is that correct?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Oh yeah, I've already called about it they're still in review.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] You guys can be on the ball about canceling my insurance, which how can I pay my insurance premium if you don't give me the disability I paid for, you know what I mean? So I've been canceled on my insurance because I can't afford to pay the insurance that you didn't pay me for on my short term disability. So I'm calling to find out what town you're in so I can report you to the.
[CUSTOMER][NEGATIVE] Better Business Bureau because you literally have extorted money and not you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] But the company in general.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's been 3:15 I.
[CUSTOMER][NEGATIVE] Put this policy out and it was one thing after another after another they're dragging your feet. What I'm assuming is that whoever's in review is hoping that I'll forget about it and then you guys will get to keep your money in your insurance because what is short term disability for? It's to help work.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Or help pay your bills when you're displaced from a job.
[AGENT][POSITIVE] OK. Yes, sir. That's correct.
[CUSTOMER][POSITIVE] I'm almost healed up from getting two toes cut off and I'm still in review because they say that I'm, I'm possibly.
[CUSTOMER][NEUTRAL] A preexisting condition. I didn't even have a swoll up toe before I got my toe cut off.
[CUSTOMER][NEUTRAL] But yet
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Every paper gets more review and more review. I want the address of your main facility so I can call the town that your company is in and report you to Better Business.
[AGENT][NEUTRAL] OK, I can give that to you.
[CUSTOMER][NEGATIVE] That's what I want. I want your address, OK, because that's what I'm gonna do, because you, your review people are terrible and do not care about families. I don't think they're Christian. I think they're horrible people.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm so sorry to hear that you've had a bad experience with us. Um, it's American Public Life.
[CUSTOMER][NEUTRAL] What's your address?
[CUSTOMER][NEUTRAL] Yes, I'm gonna tell every person I ever talked to.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's American Public Life and it's PO [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] American hold on let me write this down.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] American
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right, OK, what's the [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], what town is that in?
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] Well, I'm gonna do my level best because you, these people that is doing my review is still not paid me, but yet you sent me 550 pages of stuff that you won't cover. You they've literally killed the tree, sending me stuff that isn't covered on this policy that I've got.
[CUSTOMER][NEGATIVE] And even sent me things saying that I'm canceled because I can't afford to pay my premiums whenever they're the ones that was supposed to be sending me disability. Is that not odd?
[AGENT][NEUTRAL] Well, I'm looking at your policy, sir, and I don't see that they've been canceled. I do see that all of your policies are active.
[CUSTOMER][NEUTRAL] I don't know how that I was told whenever I got put in the nursing home over this that I had till the [PII].
[CUSTOMER][NEUTRAL] And through all the papers that say 00 will not pay, there was one the other day that come and said that.
[CUSTOMER][NEGATIVE] That I had to have it paid by the they gave me some kind of a payment schedule which I don't have any money.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] Because the insurance that I got disability through to protect my family.
[CUSTOMER][NEGATIVE] Still hasn't paid me.
[CUSTOMER][POSITIVE] So I appreciate it. I hope you have a very blessed day. I'm very blessed that [PII] loves me or I wouldn't still be here arguing with this, but.
[AGENT][NEUTRAL] I under
[AGENT][POSITIVE] Yes, [PII] loves all of us.
[CUSTOMER][NEUTRAL] I'm calling the Better Business Bureau and turning your family in, or not your family but your company.
[AGENT][NEUTRAL] I under
[AGENT][NEUTRAL] I understand, sir. Mr. [PII].
[CUSTOMER][POSITIVE] Yeah, OK, I hope you have a blessed day.
[AGENT][POSITIVE] You have a blessed day too. Thank you so much for calling APL today.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I hope you have a great day and your people they like look what I alright bye.
[AGENT][POSITIVE] You take care, sir.
[AGENT][NEUTRAL] Bye-bye, Mr. [PII].