AccountId: 011433970860
ContactId: 0a2f8383-e64b-4b02-a764-58617ea9b8e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273179 ms
Total Talk Time (AGENT): 151205 ms
Total Talk Time (CUSTOMER): 127649 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0a2f8383-e64b-4b02-a764-58617ea9b8e1_20250210T14:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a question. um, this is not what PP web.
[AGENT][NEUTRAL] PTA? No, no, no, no, it's not.
[CUSTOMER][NEUTRAL] PA is it? No.
[CUSTOMER][NEUTRAL] Do you know what, what plan it is because she has several. I, I guess first I guess we can look up this one to see if it's, if this one's active or not because she has a couple, she has Trans America, she has you guys, so I don't know which one.
[AGENT][NEUTRAL] Sure, yeah, uh, we can look that up and I'm sorry, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What's the policy number that, that, that she has, it's for APL.
[CUSTOMER][NEUTRAL] OK, so it's a it's him sorry and then his, OK the one that I have for you guys it's gonna be 019.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 358-54 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] OK, thank you so much. OK, so [PII], the thing about this policy is that uh he did have it with us from uh [PII], but it lapsed as of [PII]. Now he gets these through his employer, web PDA our our policy.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And so what has probably happened is if he if he's handed you a bunch of of cards it it could be and it's really confusing it could be uh from a time when he was employed with this company it could be that you know that the company changed policies or whatever but this policy, the one ending in 2954, lapsed as of as of [PII]. So this and there's not another one to replace it with us, so um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That, I, I guess it kind of narrows down your, your, uh, search, I hope, um, because the, he does not have a policy with us at all.
[CUSTOMER][NEUTRAL] Got you, OK.
[CUSTOMER][NEUTRAL] Alrighty, I might have to um call them and see what's going on because, yeah, or.
[CUSTOMER][NEUTRAL] Let me see, I'm looking at his cards just just to see he has.
[CUSTOMER][NEUTRAL] I know, but it doesn't show any other.
[CUSTOMER][NEGATIVE] I wish people would put like um it's no longer active um like right now I just put do not use term so I wish it, you know.
[AGENT][NEUTRAL] Yeah, it is kind of confusing when you get all those different numbers and you don't really know who's active and who isn't, um, but, uh, but you know this, this policy and he gets, as I mentioned before, he gets these through his employer and so you may want to add maybe it would be if you are in contact with him you can ask him who his current employer is and that may be listed on the card.
[CUSTOMER][NEUTRAL] It will help us
[CUSTOMER][POSITIVE] I like it.
[AGENT][NEUTRAL] Um, otherwise I don't know what to tell you because it's the, the one with us is, is lapsed, so and it could be that he's just gotten these through multiple employers. I don't know, sometimes that's the case, yeah.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] Yeah, I, I see it. Yeah, it's probably it, it's probably it. Alrighty then, my love. OK, perfect. So, um, I'll go ahead and call him so I don't have to call all these and see.
[AGENT][NEUTRAL] Sure, I just found out who his most current employer is.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Yeah, I'm gonna have to do, yeah, yeah, cause, yeah, he has 22 different transn America. He has an all all savers. Uh he's, he has a lot.
[AGENT][POSITIVE] Oh wow. Anything else at all I can help with?
[CUSTOMER][NEUTRAL] Alright, yeah.
[CUSTOMER][NEUTRAL] No, he, yeah, look, he has another, another American Pub life with a different policy number.
[AGENT][NEUTRAL] Oh, well,
[AGENT][NEUTRAL] Well, I, yes, he did have multiple. See, every time that they renew under, yeah, you can have multiple, he can have multiple policy numbers, but, um, but the last one, the, the most, if you could call it this, the latest one, yeah, the, the, um, uh, was, uh, was that one that you gave me and that's the one, so he doesn't have any other coverage with us. So if you do see anything else with APL on it, it's, it's not, you can just assume that it's lapsed because it, it would be.
[CUSTOMER][NEUTRAL] You do have multiple
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Carry
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. I'll go ahead and notate that. Alrighty, my love, thank you so much and I hope you have a good rest of your day.
[AGENT][POSITIVE] Mhm well thank you for contacting APO you have a good day too.