AccountId: 011433970860
ContactId: 24f04a50-fcbf-4502-8235-5653c4dcbb0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248330 ms
Total Talk Time (AGENT): 80180 ms
Total Talk Time (CUSTOMER): 51752 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/24f04a50-fcbf-4502-8235-5653c4dcbb0c_20250611T21:59_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I wanna find out about getting my membership card. I, you know, signed up a couple weeks ago and still haven't received the card yet.
[AGENT][NEUTRAL] OK. Um, do you have your policy number or I can look it up by your last name or social?
[CUSTOMER][NEUTRAL] I have a member ID number.
[CUSTOMER][NEUTRAL] Is that 684.
[CUSTOMER][NEUTRAL] 512721
[AGENT][NEUTRAL] One of our numbers. Um, what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Sorry, it's running just a bit slow. Um.
[CUSTOMER][POSITIVE] Good
[AGENT][NEUTRAL] Um, you know, I'm not pulling up any active policies, and that's [PII] A [PII] C K, is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, who is your employer?
[CUSTOMER][NEUTRAL] Uh, J H Meyer.
[AGENT][NEUTRAL] HR. OK, let me look and see if I can find you under that.
[CUSTOMER][NEGATIVE] It's MYER.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] No, I'm not pulling up that um that group either. Let me make sure.
[AGENT][NEUTRAL] And you're trying to reach
[CUSTOMER][NEUTRAL] It's an individual policy.
[AGENT][NEUTRAL] OK, it's an individual policy. Did you get it through your employer?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, no, I got it myself.
[AGENT][NEUTRAL] Oh, OK. Um,
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, I'm not pulling that up. Um, most of the policies we sell, those are all gonna be under employers, so they're group policies.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, I can try your social. Do you have that?
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I wasn't able to locate that either. Um, so did you get, get it through a broker?
[CUSTOMER][NEUTRAL] Yeah, it was, uh, I called AARP and they put me through to this other person and he set it up, yeah.
[AGENT][NEUTRAL] OK, um, well, we're not affiliated with AARP, um, this is American Public Life.
[CUSTOMER][NEUTRAL] Yeah, that's what he said the company was named American Public Life. That's what I had insurance so he told me.
[AGENT][NEUTRAL] OK. Um, do you have his contact information?
[CUSTOMER][NEUTRAL] Yeah, I have a contact number and name, that's it.
[AGENT][NEUTRAL] OK, um, yeah, I would give him a call and let him know we don't have you in the system yet, um, so if you can send that information to us.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] All right, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thanks for calling ATL. Have a good evening.