AccountId: 011433970860
ContactId: 0c5a2fde-6136-462e-be44-f14821c52ba7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458589 ms
Total Talk Time (AGENT): 193405 ms
Total Talk Time (CUSTOMER): 166491 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/0c5a2fde-6136-462e-be44-f14821c52ba7_20250122T18:25_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the Down's Law Group. Um, I'm calling on behalf of, of my boss [PII]. He's actually one of your clients. Um, I'm calling because he would like to, uh, re-request, um, he, he was supposed to have a check sent to him for one of his plans for his hearing aids. I think it was supposed to be sent to his home, and he never got it, and I think he would like to just kind of verbally like ask you guys to send it over again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, absolutely, and you said your name was [PII]. Do you, did I get that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you mind if I snag a quick call back number for you?
[CUSTOMER][NEUTRAL] Yes, my direct line is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you. And what is the policy number for the insured?
[CUSTOMER][NEUTRAL] Let me pull it up. I have it right here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's gonna be the.
[CUSTOMER][NEUTRAL] The policy number you said?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's gonna be 024.
[CUSTOMER][NEUTRAL] 968
[CUSTOMER][NEUTRAL] 04.
[AGENT][NEUTRAL] All right, let me get that pulled up.
[AGENT][NEUTRAL] Alright and you said you were calling with the with the employer group, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, with the where he where he gets his insurance from, correct.
[AGENT][POSITIVE] OK, perfect, um.
[AGENT][NEUTRAL] I, and can you verify um his first and last name for me and date of birth?
[CUSTOMER][NEUTRAL] His his name is [PII]. His date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And is [PII] with you at the moment?
[CUSTOMER][NEUTRAL] Yes, he's in the next room.
[AGENT][NEUTRAL] OK, would he, um, so I, I would need his permission to speak to you on behalf of the policy, um, would he be able to just come verify his like demographic information and give me verbal authorization to to continue speaking with you?
[CUSTOMER][NEUTRAL] Actually, I think he, I think he, he just wanted me to connect him with APL so that he himself could ask to resend that check.
[AGENT][POSITIVE] Oh, even better. OK, yeah, I will definitely be able to help him out if he's around.
[CUSTOMER][NEUTRAL] All right, just give me one second so I can just make sure he has uh some time. I know he's in the next room, OK?
[AGENT][POSITIVE] No worries take your time.
[CUSTOMER][NEUTRAL] Yeah by the way.
[CUSTOMER][NEUTRAL] OK, I'm just gonna transfer you now, OK?
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Hey, this is [PII].
[AGENT][NEUTRAL] Hi, this is [PII] with American Public Life. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good. I appreciate it. Um, we had a, uh, check, I think you guys issued in December sometime. It was for like $1800 a little bit over that. I'm trying to get it reissued because it has not come to the mailing address and um I'm worried it's lost in the mail with all the holidays and everything, so.
[CUSTOMER][NEGATIVE] I'm just calling up they said I had to wait the 30 days passed, so I'm just trying to call you guys and let you know it still hasn't come.
[AGENT][NEUTRAL] OK perfect thank you so much for getting back in touch with us and letting us know um [PII], I just need to verify some of your information with you if you could verify for me your date of birth please.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, thank you. And could you also verify for me, please, your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then there's just two more things. One is that phone number on file if you can, and the other is the email on file.
[CUSTOMER][NEUTRAL] Should be email [PII] and phone number if it's my phone number [PII].
[AGENT][POSITIVE] Perfect thank you is that a good number to call back if we were to get disconnected today?
[CUSTOMER][NEUTRAL] Yeah, that's my cell number.
[AGENT][POSITIVE] Wonderful. OK, perfect. And so let's see, we just wanna get a request in to get this last check sent back to you so I'm gonna work on putting that in for you right now.
[AGENT][POSITIVE] Are you having a wonderful day so far?
[CUSTOMER][POSITIVE] Well, actually I just wanted to tell you, you guys, I, I was really surprised you guys pitched in $1800. Uh it was for like a hearing aid, and I was surprised you, your supplemental insurance pitched in that much. So I'm actually very happy with you guys. I just gotta get my check now.
[AGENT][NEUTRAL] OK, so I am.
[AGENT][NEUTRAL] Seeing that there were 2 checks come out to you, did you get the other one?
[AGENT][NEUTRAL] For December.
[AGENT][POSITIVE] Oh no, that one went to your medical group, no worries, no worries. 000, OK, I was just worried that maybe we missed two checks.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] The only one I've heard has been issued to me is the 1800. That's the one I'm missing.
[AGENT][NEUTRAL] Yes, the 1836, and yeah, that is like I mean.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I really like the company I work for, but like, um, I'm really glad they took care of you, like that makes me so happy to hear.
[CUSTOMER][POSITIVE] Yeah, I mean, you don't hear that every day about insurance companies. Yeah, I actually had a good experience, so, um, hey, kudos to you guys.
[AGENT][POSITIVE] Thank you. I am very happy you had a great experience and I hope we continue to provide great experiences for you.
[CUSTOMER][NEUTRAL] Alright, anything else I need to do or I'm all set?
[AGENT][NEUTRAL] You know what? No, I'm just putting in on here the.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The request details and I think from there it looks like we've we've got a handle on it um is there anything else I can do for you sir?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][POSITIVE] No, let's just keep our fingers crossed. I hope it comes this time, so I appreciate it very much.
[AGENT][NEUTRAL] Hey, my pleasure, and if you want I can email you to your email address, um, a bank draft form so you can elect to get anything submitted just to your bank account and not wait on a check.
[CUSTOMER][POSITIVE] Oh, that'd be great. Absolutely. I authorize that for yeah absolutely.
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK awesome so what I'll do is once I get this request put in um to that email address you verified for me on file I'll email out that authorization form and you just fill it out and email it back and we'll take care of you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Oh beautiful, that's fantastic. I really appreciate it.
[AGENT][POSITIVE] Yeah, well, it's my pleasure. Thank you so much for giving us a call at APL and I hope you have a fabulous day.
[CUSTOMER][POSITIVE] All right take care bye bye.
[AGENT][POSITIVE] My pleasure bye bye.