AccountId: 011433970860
ContactId: 118efba3-8003-4619-bf95-f11bc8dc6f16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341260 ms
Total Talk Time (AGENT): 149447 ms
Total Talk Time (CUSTOMER): 182137 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/118efba3-8003-4619-bf95-f11bc8dc6f16_20250530T13:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII]. This is [PII] in customer service. How are you?
[AGENT][POSITIVE] Hey [PII], I'm good. How are you?
[CUSTOMER][MIXED] I'm good. I'm good. [PII] care to sent me this call, but I believe it really should have gone to billing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, the policy number is 608572.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, he is termed and he, OK, let me, reason, reason I accepted the call because he's the only person on, on, you know, on the group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't know how that's happened or how that's allowed to even continue, but yeah, that we, you know, we do all kinds of weird things for people, but um.
[AGENT][NEUTRAL] It's just state of [PII], I think.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, he's laps now.
[CUSTOMER][NEUTRAL] Right, he's not supposed to be. This is what he said he's already contacted the group. The group is taking his payments out of his paycheck, and the group stated to him that they are submitting payments to APL for his policy.
[AGENT][NEUTRAL] Oh gosh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I'm like, no.
[AGENT][NEUTRAL] It lapsed from the overdue report a month ago.
[CUSTOMER][NEUTRAL] Right, right, and he's only paid to what? Let me go back to 21, but they, they told him his payments are being submitted.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, they're taking payments out of his paycheck and they are being submitted to APL.
[AGENT][NEUTRAL] Shoot.
[AGENT][NEUTRAL] I don't know, um.
[CUSTOMER][NEUTRAL] And I, I, you know,
[CUSTOMER][NEGATIVE] I'm like, uh, no.
[AGENT][NEUTRAL] Uh, what's, I know, I, I don't, cause.
[AGENT][NEUTRAL] I'm gonna have to research it and call him back, but I'll talk to him. Is it [PII]?
[CUSTOMER][NEUTRAL] It's [PII], yes.
[AGENT][NEUTRAL] OK. Really.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] What's his callback number? OK.
[CUSTOMER][NEUTRAL] Let me see if his number matches with um OK it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Now, that's what he's calling from [PII]. OK, that is under the cell phone number in the system.
[CUSTOMER][NEUTRAL] [PII], yes, and then there's a home phone number, so, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh Lord have [PII].
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] I'll, uh, see what I can do.
[CUSTOMER][NEUTRAL] Do you want to talk to him? Let him know.
[AGENT][NEUTRAL] Yeah, I'm gonna have to, yeah, I'm gonna have to call him back, but um.
[CUSTOMER][NEUTRAL] You're also
[AGENT][NEUTRAL] Yeah, go ahead and send them to me.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a good day, honey. Bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is, hi, thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Hi [PII], how are you doing today?
[CUSTOMER][POSITIVE] I'm good. How are you doing?
[AGENT][NEUTRAL] Good, I'm doing well thank you um so just to confirm, [PII] did send your information over, um, I've got your policy pulled up and she let me know that you were calling about your policy and your payments, um, wanting to make sure that those have been received and getting applied to your policy, right?
[CUSTOMER][NEUTRAL] No, um, they said that there was, I went to the dentist and they said that there was a problem with my policy had been canceled and reinstated and pending or something to that effect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see. OK.
[CUSTOMER][NEUTRAL] So we're trying to figure out what the problem is and I.
[CUSTOMER][POSITIVE] I called, um, I work for the state of [PII], as I called our people in [PII] Rouge and, and they looked at my pay payment information and they said every, it's been pulled out of my check and then it's been processed and sent to American Public Life. There's been no, no lapses.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I think what we're gonna have to do is reach out to them to verify the payment information and make sure that our records are reflecting correctly and we might need to get that uh payment information from them where they've sent that um.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] They said it happened in February, is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because I went back and looked at all, you know, all my check stubs and they, and it was taken out and that's when I called her and she said it's been.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Process and sent there's been no lapse in the records so.
[AGENT][NEUTRAL] OK, let me see if I can reach out to them and see if I can clarify some information and make sure we match, you know, what they have, um, [PII], let me just repeat this number back to you. I wanna make sure I have a good callback number for you. Um, I've got [PII]. Is that a good number to reach you at?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, OK, um, do you mind if I research this a little bit and see what's going on and give you a call back once I have an update?
[CUSTOMER][NEUTRAL] No, sure, sure, sure, yeah, because we, we need to get this straightened out.
[AGENT][POSITIVE] OK. OK. I, thank you.
[AGENT][NEUTRAL] Yes sir absolutely so I'm gonna go ahead and take a look into this, um, and if you'll give me just a little while I'll give you a call back with an update, OK?
[CUSTOMER][NEUTRAL] Oh, that'd be that'll be fine.
[AGENT][POSITIVE] OK perfect well I will talk to you in just a little while, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, no problem, thank you for calling EPL and I'll be in touch.
[CUSTOMER][NEUTRAL] Alright, OK.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.