AccountId: 011433970860
ContactId: 23f6de25-fa57-492e-885f-1d607854c6ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 591630 ms
Total Talk Time (AGENT): 169317 ms
Total Talk Time (CUSTOMER): 314641 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/23f6de25-fa57-492e-885f-1d607854c6ff_20250108T17:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How you?
[CUSTOMER][NEUTRAL] Oh, you're breaking up, but my name is [PII] Uh I'm hoping you can help me. I have a contract I'm, I'm not sure. I was uh attached to Cigna Plan F.
[CUSTOMER][NEUTRAL] Uh, for several years for my, uh, second, I, uh, insured.
[CUSTOMER][NEUTRAL] Coverage
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEGATIVE] And on uh uh the [PII], I called and canceled that insurance because I couldn't afford the $298 a month. I I have is my Social Security.
[CUSTOMER][NEUTRAL] And uh I had to switch to something else that would help me. Now,
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I, uh, you know, and I talked to Cigna, but uh, I also got a letter from them saying that, um,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I do not have.
[CUSTOMER][NEUTRAL] My life insurance that I had.
[CUSTOMER][NEUTRAL] I don't know if it was attached.
[CUSTOMER][NEGATIVE] You sick now.
[CUSTOMER][NEUTRAL] But it was through my retirement, uh, the company I retired from.
[CUSTOMER][NEUTRAL] And I had the insurance for over 30 years.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I wanna know if I still have it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with your, your policy, your life insurance policy, and you just want to verify that you still have coverage, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That is correct and that I, I, it was given to me by a via.
[CUSTOMER][NEUTRAL] So I need to know because uh I know that I haven't filled out the beneficiaries uh for that insurance and if we can, if you can send me the paperwork, then I can get it taken care of.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, so, um, first, Ms. [PII], let me get your call back number just in case the call gets dropped I can call you right back.
[CUSTOMER][NEUTRAL] OK. It is 30 area code 307.
[CUSTOMER][NEUTRAL] 343.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank thank you very much for that and then what is your policy number for your life insurance policy?
[CUSTOMER][NEUTRAL] All I've got here is a contract number. Will that help?
[AGENT][NEUTRAL] Um, we can try that number.
[CUSTOMER][NEUTRAL] That, that's the only number they gave me, uh, because it was all they ever gave me. Let me see. Uh, the contract number is the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 369.
[CUSTOMER][NEUTRAL] 002.
[CUSTOMER][NEUTRAL] 7802.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers, so let's do it this way if you can give me your social security number, that'll pull in every policy you have with us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you very much, Ms. [PII].
[AGENT][NEUTRAL] It's gonna be just a second while I pull that policy in for us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I do not show that you have a policy with us.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Are you, are you wanting, are you wanting to call American Public Life Insurance?
[CUSTOMER][NEUTRAL] I don't know. They said it was attached to American retirement life insurance.
[AGENT][NEUTRAL] OK, that is probably a different company, Miss [PII].
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] OK, that's a different one?
[CUSTOMER][NEUTRAL] Why would they put a
[AGENT][NEUTRAL] Yes, um, our company is.
[AGENT][NEUTRAL] Our company is APL.
[CUSTOMER][NEUTRAL] ATL which is what?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Oh, American public life, yeah.
[AGENT][NEUTRAL] Can you
[AGENT][NEUTRAL] Yes ma'am. Can you spell your last name for me again please? Um, and I will search by name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And it's uh [PII]
[CUSTOMER][NEUTRAL] That is correct. And the middle initial is [PII]
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yes ma'am, I'm not able to pull it up by your social security number or your name so that tells me that you don't have a policy with us. If you had had a policy with us, it would have pulled in for us even if the policy was no longer active, it would have pulled up for you.
[CUSTOMER][NEUTRAL] Uh, so, oh, OK. So, they said when I got this letter that I called on, uh, [PII].
[CUSTOMER][NEUTRAL] To cancel my that insurance?
[CUSTOMER][NEUTRAL] But I'm just wondering, um, I've been going through uh uh some issues with uh identity theft.
[CUSTOMER][NEUTRAL] And I'm wondering if uh the ex-husband has gotten my uh clone to my uh my uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Social security number.
[CUSTOMER][NEGATIVE] And uh has uh tried to cancel or collect on that.
[AGENT][NEUTRAL] Well, according to our records, your, your social security number has never been uh registered with our company.
[CUSTOMER][NEUTRAL] Life insurance.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Do you know how do I go about
[CUSTOMER][NEUTRAL] Finding uh out.
[CUSTOMER][NEUTRAL] Uh, where it is. I, I, I was told that it was, we had metropolitan life.
[CUSTOMER][POSITIVE] Now, uh, uh, you know, this didn't show up at all, even in the sweater.
[AGENT][NEUTRAL] OK, Metropolitan.
[AGENT][NEUTRAL] I would, um, Google Metropolitan Life Insurance and call them and uh see if you have a policy with them.
[CUSTOMER][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] You don't have the number though, huh?
[AGENT][POSITIVE] Let me look it up for you. I can Google it for you real quick.
[CUSTOMER][NEGATIVE] OK, cause I don't do computers. I'm really going through this the old way. I don't even do.
[AGENT][NEUTRAL] Yes, ma'am. I will look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I am showing, let's see, the customer service number is 1-800.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 638.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 638.
[AGENT][NEUTRAL] 5433.
[CUSTOMER][NEUTRAL] 54.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 3. And that's Metropolitan Life, huh?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, hon. Uh,
[AGENT][NEUTRAL] Yes, that's MetLife Metropolitan Life Insurance.
[CUSTOMER][POSITIVE] Well, I, I really appreciate you checking it up and giving me that number and I will call, give them a call, but I appreciate all your help.
[CUSTOMER][POSITIVE] And thank you.
[AGENT][POSITIVE] Well, you're so very welcome, Ms. [PII].
[AGENT][POSITIVE] It was my pleasure to help you today. I hope you find your policy.
[CUSTOMER][NEUTRAL] OK, and you have it.
[CUSTOMER][POSITIVE] Oh, thank you, and you have a wonderful day.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Uh-huh thank you bye bye.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Bye-bye, ma'am.