AccountId: 011433970860
ContactId: 0fef36d1-6ab1-4da6-883d-ef5a4eb883c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1848770 ms
Total Talk Time (AGENT): 262412 ms
Total Talk Time (CUSTOMER): 282729 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/0fef36d1-6ab1-4da6-883d-ef5a4eb883c4_20250401T22:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. And um I have a cancer policy with American Public Life, and I have a bill for that. But I also, my husband also has a
[CUSTOMER][NEUTRAL] A, uh, cancer policy with APL, but I have not received his bill yet. I usually pay them together, and I need to find out what the holdup is and why I haven't received his bill.
[AGENT][POSITIVE] OK, [PII], I'm happy to look.
[CUSTOMER][NEUTRAL] I can give you
[CUSTOMER][NEUTRAL] My policy number is 9.
[CUSTOMER][NEUTRAL] Letter C as in cat, A as in apple number 184727.
[AGENT][NEUTRAL] OK. Do you by chance have his policy number or just yours?
[CUSTOMER][NEUTRAL] I don't have his policy number with me, um, and I usually receive the bills at the same time and I paid them at the same time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But I didn't want to just send them want my payment.
[CUSTOMER][NEUTRAL] Without having his paid, it's a quarterly payment that we make.
[AGENT][NEUTRAL] OK, let me take a look. Is it the same last name?
[CUSTOMER][NEUTRAL] Yes, [PII] spelled [PII]
[AGENT][NEUTRAL] Thank you. And then what's his first name?
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] Middle initial [PII].
[AGENT][NEUTRAL] Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me, I'm just trying to find his policy so I can see what's.
[AGENT][NEUTRAL] If there's an invoice here.
[AGENT][NEUTRAL] Well, I mean, the only thing I've found so far is just yours, [PII]. Let me try another way here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, [PII], the only policy I'm finding is yours, um.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Understand.
[CUSTOMER][NEUTRAL] That's odd because we both got our we got our policies at the same time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you guys have always had separate ones also?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me try, do you mind giving me his social? I can try by that.
[CUSTOMER][NEUTRAL] Yes, I can. One moment please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you. Let me try that.
[CUSTOMER][NEUTRAL] The last payment was made [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] I don't even, I'm not even getting multiple ones. I tried just under your last name here. Let me
[AGENT][NEUTRAL] I wonder if they have like a junior or something on there. That's, I don't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's just that I haven't received his billing yet because I usually receive them at the same time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I mean, it's strange, it's not just popping up here either. Um, I'm gonna try adding Junior.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Um, hm.
[AGENT][NEUTRAL] All right, [PII], well, I guess let me reach out to see if anybody else can locate it because I've tried every way I know how to search my social name and I'm just not finding his policy and I can't find the bill until I can find the policy.
[CUSTOMER][NEUTRAL] I'm looking back through my stack of
[AGENT][NEUTRAL] Uh, don't.
[CUSTOMER][NEUTRAL] Papers that I have not filed as of yet.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I don't see anything from.
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] No, right, let's see.
[CUSTOMER][NEUTRAL] We've been having this policy for probably 20 years.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because we're both retired now.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, it's not in his stack.
[AGENT][NEUTRAL] OK, well, let me, while you're looking, let me see if anybody else can locate something that I'm just not seeing here. I'm gonna place you on just a brief hold uh for a moment, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] The other one.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey [PII], we're still looking over here. I was just gonna touch base with you and see, did [PII] also work for the port, um, niches Groves ISD?
[AGENT][NEUTRAL] Or is that something
[CUSTOMER][NEUTRAL] He did as a no, that was my employer. He worked some as a substitute teacher.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I bought the cancer policies through the Fort Naches Independent School District for both of us.
[AGENT][NEUTRAL] For both of you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I forgotten the gentleman's name that.
[CUSTOMER][NEUTRAL] We came and addressed the faculty and
[CUSTOMER][NEUTRAL] So I've had this policy for over 20 years.
[CUSTOMER][NEUTRAL] For me and a policy for my husband as well.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, cause
[CUSTOMER][NEUTRAL] Mr. [PII], it seems like his name was [PII], but I'm not sure. It's been such a long time ago.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, OK, cause
[CUSTOMER][NEUTRAL] It wasn't always American public life had transferred just recently to American public life, I guess within the past year or so.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I got some other people trying to help me.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] It seems like our policies were just one number apart as far as the uh
[CUSTOMER][NEUTRAL] This thing for the cancer policy.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. Well.
[CUSTOMER][NEUTRAL] Cause they were purchased at the same time.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] See if we.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so in looking at this a little closer, it looks like [PII].
[AGENT][NEUTRAL] So the coverage that you have, I didn't even rec I didn't even see this to begin with. I apologize, is family coverage. So, I believe it would cover you and him, since it's not just individual, it's family. Um, so there shouldn't be any other sort of policy number, um, or anything like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that
[CUSTOMER][NEUTRAL] So it's family, so it's the family coverage.
[AGENT][NEUTRAL] Yeah, so I didn't even see that let me see here.
[AGENT][NEUTRAL] You don't like his names are not on here, but I see let me see.
[CUSTOMER][NEUTRAL] Because the bill that I have is for 14,730.
[AGENT][NEUTRAL] Yeah, that's right. So that is, so because you guys have family coverage, that would cover him as well. And so it looks like um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We just never received any information um as far as adding him to the policy, but it would, it does cover him because it's family coverage. So it's just that one premium, the 14,730.
[CUSTOMER][NEUTRAL] So I, if I go ahead and pay that, he's still, and it's the family coverage, he is covered.
[CUSTOMER][NEUTRAL] Um, uh, with the cancer policy as well.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK, because it's due the the uh [PII] and I didn't wanna miss the due time if I'm waiting on a a separate.
[CUSTOMER][NEUTRAL] Since it's changed companies, I didn't wanna miss, miss the time.
[AGENT][NEUTRAL] Uh, yeah.
[CUSTOMER][POSITIVE] You know, or be late with the payments because I've, I've kept this policy a long time because it, it's very important to us to have this coverage.
[AGENT][POSITIVE] Yes, ma'am. Um, so yeah, you've got still plenty of time to get that submitted and that is for you and family, so that does include [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Did you have any other?
[CUSTOMER][NEUTRAL] OK, I just wanted to be sure that's what I thought I could call since it's changed to this new company.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] To be sure.
[AGENT][POSITIVE] Yeah, no, most definitely. Did you have anything else I can check on for you?
[CUSTOMER][NEUTRAL] No, just give me your name, please so I can uh note on my um my receipt here on my uh.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] My name is
[CUSTOMER][NEUTRAL] the area that we call.
[AGENT][NEUTRAL] No worries. My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now I'm gonna go ahead and make the payment of 147 30 and.
[CUSTOMER][POSITIVE] Assuming that, you know, our conversation detects that he is still covered, he is covered. I didn't want to lose coverage on him.
[AGENT][NEUTRAL] Yes, ma'am, and I'll notate our conversation as well today in your policy, OK?
[CUSTOMER][POSITIVE] I appreciate that. Thank you very much.
[AGENT][POSITIVE] My pleasure. You have a good day.
[CUSTOMER][NEUTRAL] You too. Goodbye.
[AGENT][NEUTRAL] Bye-bye.