AccountId: 011433970860
ContactId: 13ff6f55-fc6a-4280-b779-b1ff645b3ae5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447429 ms
Total Talk Time (AGENT): 221100 ms
Total Talk Time (CUSTOMER): 189530 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/13ff6f55-fc6a-4280-b779-b1ff645b3ae5_20250204T15:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling on behalf of my mother. Um, she recently retired in, um, at the end of last year, and she submitted some paperwork to try to keep her American public life, uh, cancer policy, and she is worried because she sent in documents, but she has not seen it withdrawn from her account, so she's worried that perhaps her.
[CUSTOMER][NEGATIVE] Bill wasn't paid and her policy canceled.
[AGENT][NEUTRAL] OK. So, um, you're calling on behalf of your mother. Is that correct? Because she mailed paperwork, but she's not sure if it was ever received?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because she hasn't seen the, yeah, she doesn't see the charges being withdrawn from her bank account.
[AGENT][NEUTRAL] To continue her coverage.
[AGENT][POSITIVE] OK, yes ma'am. Well I can partially help you. Who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is it [PII]? Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Thank you. And Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your mother's policy number?
[CUSTOMER][NEUTRAL] It is 02442131.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], give me a moment to get the information pulled up. Then I'm gonna have to verify several things with you for security purposes first, so just a moment please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so first off, if you could please uh verify your mother's name and date of birth.
[CUSTOMER][NEUTRAL] Sure, so [PII], her date of birth is [PII].
[AGENT][POSITIVE] Thank you. Also her home mailing address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and the phone number for your mother?
[CUSTOMER][NEUTRAL] Um, I don't know if she updated it, but it changed recently. It's currently [PII].
[AGENT][NEUTRAL] OK, thank you, and then her email address?
[CUSTOMER][NEUTRAL] Um, she would probably use mine. She doesn't use one. It would be [PII].
[AGENT][NEUTRAL] No, that is not what we have.
[CUSTOMER][NEUTRAL] OK, she does not use any email. I do everything for her unless, unless her HR person use her school work email which she never used.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that's OK. Um, I can't update it with you, um, [PII], is your mother available to authorize me to speak with you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, let me get her. She's outside with the relatives we want.
[AGENT][POSITIVE] OK. OK. All right, thank you.
[CUSTOMER][NEUTRAL] Yeah, let me grab. I heard her voice just right now. Where is she at um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh oh, take the left to the back. Where's my mom? OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Where is she now? She's over there. OK. I ran to the back of the house, not gonna run to the front of that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, you must have been here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. But yeah.
[CUSTOMER][NEUTRAL] OK. Alright. I don't tracking.
[CUSTOMER][NEUTRAL] Oh well, this is from the American Public Life, uh, I think it's for you to talk to. Hello, hello.
[AGENT][NEUTRAL] Hi, Miss
[AGENT][NEUTRAL] Miss [PII], hi, this is [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh I'm fine. I'm OK.
[AGENT][NEUTRAL] Well, good. So [PII] says that she was calling um to find out if your policy is active because you've not seen any deductions. So, I, first off, I need to verify a couple of things with you. Will you just re-verify your street address?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], is that correct? [PII]. OK. And then what about the email address that we should have on file for you?
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Yes, yes, sir.
[CUSTOMER][NEUTRAL] It's my daughter's
[CUSTOMER][NEUTRAL] I gave her my.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you'll, it's different, so I don't know if this was a typo. what is the email address then again that should be on file for you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, hold on, hold on, she puts you back here. It's a [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now I do need to speak to your mom again, [PII] unless she's on speakerphone.
[CUSTOMER][NEUTRAL] Yes. Yes, ma'am.
[AGENT][NEUTRAL] OK, and Ms. [PII], if you'll verify the last four of your social for for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So this policy, in order for me to speak to [PII] for this one phone call only, I do have to receive your verbal authorization in order to be able to do that and again that would be for this call only.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, alright, well I'll be happy to um provide that information to her, so thank you for getting on the line.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you. OK. Thank you, [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so there is a new policy number that I'm going to give you that was issued when we received her paperwork back.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So her policy number that is active, that number is now 256-038-1.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it is currently paid until 21 and she is scheduled for a draft, so that should be occurring within the next few days.
[CUSTOMER][NEUTRAL] OK, so she.
[AGENT][NEUTRAL] But I say where she had called, yes, I see where she had called in January and
[AGENT][NEUTRAL] To um verify about the payment also and she was explaining at that time that it was paid to 21.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So again it should be drafting within just the next few days. It's set for the [PII] around the [PII] of each month, but it doesn't always draft on exactly the [PII] and seeing as how like the [PII] was over the weekend, you know, that pushes things out a few days.
[CUSTOMER][NEUTRAL] Mhm. Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, sure, and, uh, that's all I guess she needed to get peace of mind that it is uh on the automatic draft to occur monthly um guess since she and I guess if she hadn't seen it maybe she probably, um, I guess we'll look out the next few days for, for the draft so she can see what days it usually will be coming out on or or whatnot so.
[AGENT][NEUTRAL] Sure, yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. So it's OK. All right. Well, is there anything else, [PII] that I can help you with?
[CUSTOMER][NEUTRAL] But that's all to get that.
[CUSTOMER][NEUTRAL] Clear that
[CUSTOMER][POSITIVE] Uh, no, you've been helpful. Thanks.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL. It's my pleasure in helping you out today and I hope you both have a very nice day.
[CUSTOMER][POSITIVE] You too thank you [PII].
[AGENT][POSITIVE] Yes, ma'am. You're very welcome.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Mm.