AccountId: 011433970860
ContactId: 03107eec-9461-46b5-a5f5-2d7a8f092bbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 574219 ms
Total Talk Time (AGENT): 126275 ms
Total Talk Time (CUSTOMER): 130120 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/03107eec-9461-46b5-a5f5-2d7a8f092bbe_20250325T19:03_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII], I wanna check uh how much is the payment that I make a month per month?
[CUSTOMER][NEUTRAL] To the policy.
[AGENT][NEUTRAL] OK, I can take a look at your um your monthly premium amount and let you know. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, let me see if I have it here. Hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. Uh, I have two policies with you guys. Um,
[CUSTOMER][NEUTRAL] The group accident policy is 2237036.
[CUSTOMER][NEUTRAL] Um, and then I have 2238.
[CUSTOMER][NEUTRAL] 280.
[AGENT][NEUTRAL] OK, hold on one moment. All right, so I have you here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, um, [PII].
[CUSTOMER][NEUTRAL] Um, just sell it, do they have what else a zip code [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Wait, um, so the full mailing address and then your full email.
[CUSTOMER][NEUTRAL] My full email is just [PII]. And my address is my home address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And so let me see what your premiums were. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you had the accident, the hospital indemnity, and the disability policy with us. So you just want to know the total of the 3 that you paid monthly?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So altogether it was $65.86.
[AGENT][NEUTRAL] The disability policy.
[CUSTOMER][NEUTRAL] Is, is it
[CUSTOMER][NEUTRAL] Per check or once a month? Because I, I get 2 checks a month.
[AGENT][NEUTRAL] This is, hold on one second.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Let me see, it's, um, do you mind if I place you on just a brief hold while I look at this?
[CUSTOMER][NEUTRAL] Sure, yeah, not at all. Go ahead.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] What in the world is 24?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] See how she is.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, hello. Hi, I was just taking my phone off of you. Thank you for holding. Um, so the group, um, your group elected for it to be biweekly, so it's biweekly that I had never seen that code before, but it was something special for your group. Um, but did you know that the policies were no longer active?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] So, um, APSA is no longer with um American Public Life as of [PII].
[AGENT][NEUTRAL] Um, so you may still have coverage, um, I, we just don't know who the new providers are.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so, who is receiving my money?
[AGENT][NEUTRAL] You'll have to reach out to your union or benefits to see who they went with after they left APL because.
[AGENT][NEUTRAL] We're not sure.
[AGENT][NEUTRAL] Like they, they selected a new company.
[CUSTOMER][NEUTRAL] Got you. So,
[CUSTOMER][NEUTRAL] Got it. I, I got that part. So the, the total you.
[CUSTOMER][NEUTRAL] We're able to see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's something from the past because now it doesn't really matter what you told me, right? Because it's a new company, I gotta check.
[CUSTOMER][NEUTRAL] Who is receiving that money?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] That's what you were paying, yes.
[AGENT][NEUTRAL] So if you're trying to see what you're paying now, you'll have to reach out to the new company.
[CUSTOMER][POSITIVE] Got it. Well.
[CUSTOMER][POSITIVE] All right. Got it. Well, thanks anyway. I appreciate you looking at least I know now.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] No, sweetie, you were great. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye now.
[AGENT][POSITIVE] Thank