AccountId: 011433970860
ContactId: 1c4d8bcb-7c5b-4ae4-ac00-9375beab9611
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213100 ms
Total Talk Time (AGENT): 122508 ms
Total Talk Time (CUSTOMER): 68205 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/1c4d8bcb-7c5b-4ae4-ac00-9375beab9611_20250310T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Take care, [PII]. I got a letter from you Saturday.
[CUSTOMER][NEUTRAL] It was actually dated [PII], which is very weird, and I don't know what this is about. Do you want the certificate number?
[AGENT][NEUTRAL] Uh, yes, please, and I can take a look at that letter for you.
[CUSTOMER][NEUTRAL] 02447504 [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I also get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, I appreciate it. I'm just gonna verify some information really quick. Um, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Well, why don't you tell me what this is about first before we go any further.
[AGENT][NEUTRAL] Oh, sure. So, well, I'm not quite sure. I'd have to look at the letter, um, but this policy you have, uh, was an accident policy. We do a supplemental insurance.
[CUSTOMER][NEUTRAL] OK, so do I have it through my employer?
[AGENT][NEUTRAL] Um, yes, if you did have it, it would be through an employer.
[CUSTOMER][NEGATIVE] But then why are y'all wanting me to do electronic funds transfer and all that when it's directed from my payroll?
[AGENT][NEUTRAL] Well because it's no longer um that's usually how it goes and I'd be able to know for sure after I verify your information but typically uh if your employer were to drop uh APL or American Public Life, that's a letter that we sent out as an option if you would like to continue the policy independently of your employer.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, but you can't tell me what employer it was? I changed jobs recently.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, well, I have to verify your information first before I can disclose anything. I just need your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] OK, what do you wanna?
[CUSTOMER][NEUTRAL] [PII] [PII]. And you said your name is [PII], is that [PII]?
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] All right, I appreciate it.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we have the employer of Higginbotham Insurance Agency.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let's see, I'm gonna get this letter pulled up here. I am showing that the policy had already terminated, um, but if you would like to get that continued, we can see if we can, um, I'm getting that letter pulled up right now. Let me just verify that this was.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, you had 2 policies with us, so you did have an accident policy and then you also had a medical policy. It was um a limited indemnity medical plan.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So if you were wanting to continue.
[CUSTOMER][NEUTRAL] Is that one still in force?
[AGENT][NEUTRAL] Neither of them are so again my guess is that your employer had dropped APL and might have switched to a different carrier um or yeah right so if that's all that letter is is just in case you wanted to keep this policy um outside of your employer.
[CUSTOMER][NEUTRAL] That's what I was
[CUSTOMER][NEUTRAL] OK, well, it is odd that it was dated [PII] and I just got it yesterday.
[AGENT][NEGATIVE] That is strange because I'm showing that and that seems to be about time you should have received this. I wonder, I don't know if it maybe got lost in the mail or something.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. All right, well, thank you so much.
[AGENT][POSITIVE] Of course, sorry about the confusion. did you have any other questions for me?
[CUSTOMER][POSITIVE] Uh, no, ma'am, I'm all set, thank you.
[AGENT][POSITIVE] All right. Yes, sir. Thank you. Have a great day.
[AGENT][POSITIVE] Thank you, bye bye.