AccountId: 011433970860
ContactId: 061a9b68-62c8-42a5-aac7-ff94fff6d438
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 617510 ms
Total Talk Time (AGENT): 269750 ms
Total Talk Time (CUSTOMER): 224980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/061a9b68-62c8-42a5-aac7-ff94fff6d438_20250502T21:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I, I've had a $9 premium coming out every month for 20 years, and it says American public PPD.
[CUSTOMER][NEUTRAL] Um, am I at the right place and can I please figure out whatever this this premium is coming out for?
[AGENT][NEUTRAL] Uh, yes, sir. I can verify that for you. Uh, and your name is? I'm sorry.
[CUSTOMER][NEUTRAL] My, my name is [PII], [PII] short for [PII].
[AGENT][NEUTRAL] [PII]. And do you happen to have the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, it just comes out of my bank account.
[AGENT][NEUTRAL] OK, give me one.
[CUSTOMER][NEUTRAL] Every month
[AGENT][NEUTRAL] OK. And what state are you from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. I think I have found you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's area [PII].
[AGENT][POSITIVE] OK, thank you so much and verify your mailing address and email address, please.
[CUSTOMER][NEGATIVE] Well, I, my mailing address now is not gonna be anything like what it used to be.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My my current mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII], but we only moved there last October.
[CUSTOMER][NEUTRAL] So depending on how old this is.
[AGENT][NEUTRAL] Yeah, it's like the address, uh, is it in [PII]?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] [PII], yes, it could be anything from [PII] or [PII].
[CUSTOMER][NEUTRAL] Or possibly what was the one over [PII], that one [PII], [PII] or [PII], or it could have been.
[CUSTOMER][NEUTRAL] Uh, [PII] or it could have been [PII] or
[AGENT][POSITIVE] Goodness.
[CUSTOMER][NEUTRAL] But all of them have been in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's been a long time.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] And what is that current address again? You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and the city, state and zip code, or it's still [PII], but the city and the zip code?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Oh, it still [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] is our current zip code.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] [PII] awesome and email address but I don't show one in the system.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, right, right now my email address is um [PII].
[CUSTOMER][NEUTRAL] [PII], so my first initial last name.
[CUSTOMER][NEGATIVE] And all of that is [PII].
[AGENT][POSITIVE] [PII] awesome and a callback number you gave me is that your cell number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Awesome, thank you so much, Mr. [PII], and I show that you do have a policy with us. It looks like it's an accident plan.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see this this through.
[AGENT][NEUTRAL] Oh, my computer is slow, of course.
[AGENT][NEUTRAL] It looks like it was issued through Lubbock County.
[CUSTOMER][POSITIVE] Love K. Mhm.
[AGENT][NEUTRAL] Yes, sir. But uh it shows that you do have a policy with us and it's an accident plan. So if you had to go to the ER or a physician's office or be treated for any kind of bodily injury.
[AGENT][POSITIVE] You have benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] What, what's the
[CUSTOMER][NEUTRAL] Um, the rate or whatever.
[CUSTOMER][NEUTRAL] How much does it cover? Like how much would the coverage, uh, for that policy?
[AGENT][NEUTRAL] Uh, give me one moment, I'm pulling up your plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not even that many in there sorry I'm talking to myself.
[CUSTOMER][NEUTRAL] That's right, that's fine.
[CUSTOMER][POSITIVE] Sometimes I need to talk to myself and give myself a little encouragement.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Along the way.
[AGENT][POSITIVE] Hey, it does help though.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It looks like you've had this policy for a good while since '98.
[CUSTOMER][NEUTRAL] 98. OK. So, it was before when we got married. My wife was saying at least as long as we've been married, that was 03. Um, so 98, yeah, longer than we've been married.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, just a little bit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And trying to pull up the benefits and you're being so patient with me, and I thank you so much, Mr. Mr. [PII].
[CUSTOMER][NEUTRAL] And that's
[CUSTOMER][NEUTRAL] I figured as old as this account was, it may take a minute.
[CUSTOMER][NEUTRAL] Figure out what it was.
[AGENT][NEGATIVE] Oh, OK, that's not gonna work.
[AGENT][NEUTRAL] Let's see the A2 policy.
[AGENT][NEUTRAL] Well, it pays based on the type of injury you had. Like if you had a loss of sight, life, eyes, hands, feet, it pays so much. Um, if you had a fracture or dislocation, it pays based on uh what body, uh, like if it was a hip joint or knee joint or a dislocation of the wrist or, um,
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] If you have any fractures, depending on the place of the fracture, it pays uh kind of like a max benefit.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] And looks, looks like you do have benefits if you're confined in the hospital and the result of an accident. Um, and you do have physician's benefits. Um,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] If you go to the physician 60 days, within 60 days from the date of the accident, um.
[AGENT][NEUTRAL] And that includes physician's charges, X-rays.
[AGENT][NEUTRAL] They pay extent of their.
[AGENT][NEUTRAL] So it just kind of depends on the type of accident you have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, um,
[CUSTOMER][NEUTRAL] Being that I, I, I had this policy since before I got married, um, I don't have any information on it. Um, is there, is there uh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a way that I, that I don't know if you.
[CUSTOMER][NEUTRAL] Have something to send out or or a yeah maybe a policy number and stuff.
[AGENT][NEUTRAL] Uh, I can give you the policy number, um, bless you, and we do have an online service center where insurance can set up on the account where you can view your policy. And if in the future, if you have to submit a claim, you can also submit a claim through the site as well as check claim status.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or I can send a request to have the policy mailed out to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, sure, just, uh, maybe, maybe, uh.
[CUSTOMER][NEUTRAL] Um, what, yeah, OK, on, on what site am I needing to
[CUSTOMER][NEUTRAL] To look at
[AGENT][NEUTRAL] OK, if you go to [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Yeah, I can.
[AGENT][NEUTRAL] And then from that side uh you would select new user and then individual.
[AGENT][NEUTRAL] And they'll ask for your name, date of birth, social, zip code and email address, and from there you'll be able to set up a username password once you've entered that information into the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because I, I, I doubt we were doing anything online back then.
[AGENT][NEUTRAL] No, we didn't even have it available, yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][POSITIVE] Pretty cool, um, new thing they developed, so it's pretty awesome.
[CUSTOMER][NEUTRAL] OK, all right, well, um, am I gonna need any since it's new user, I'll go in and answer the questions about me and then then I'll set up the username password or whatever.
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good. Well, I appreciate you solving the mystery for me.
[AGENT][POSITIVE] You are welcome.
[CUSTOMER][NEUTRAL] Thank you. Um, I guess that's
[AGENT][POSITIVE] You are welcome.
[CUSTOMER][NEUTRAL] I guess that's about all unless you need anything else.
[AGENT][POSITIVE] Uh, no, sir. Well, I thank you so much. You have a great day and weekend.
[CUSTOMER][POSITIVE] Thank you and you as well.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] Bye bye now.