AccountId: 011433970860
ContactId: 26fa68d8-0c70-47eb-a555-bb436dbcd222
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209910 ms
Total Talk Time (AGENT): 69807 ms
Total Talk Time (CUSTOMER): 91163 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/26fa68d8-0c70-47eb-a555-bb436dbcd222_20250610T19:40_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, [PII], this is [PII], and I got a letter in the mail, electronic funds transfer from APL and I am retired and everything, but I just wanted to know what this was about.
[AGENT][NEUTRAL] OK, did you have an account with us?
[CUSTOMER][NEUTRAL] Oh well I don't know.
[AGENT][NEUTRAL] OK, um, what was your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I've got a 3 number too if you need that.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] A CEO
[CUSTOMER][NEUTRAL] It is 02349416.
[CUSTOMER][NEUTRAL] I'm just trying to figure out what this is all about.
[CUSTOMER][NEUTRAL] I mean I've got life insurance, but I don't know if you guys changed changed to a different company, changed your name or what I don't know.
[AGENT][NEUTRAL] OK, looks like, OK. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Are you affiliated with Texas Life or Fidelity?
[AGENT][NEUTRAL] No, so we were with your group and we administered the a plan through your your business workers of America.
[AGENT][NEUTRAL] Like a
[AGENT][NEUTRAL] It's a hospital indemnity policy but it terminated 9124, but we just received records to terminate it.
[AGENT][NEUTRAL] So this was a policy you had back in [PII].
[CUSTOMER][NEUTRAL] Oh, OK. That, well, I don't recall that being American. Was it life insurance?
[AGENT][NEUTRAL] No, it's like a limited hospital indemnity policy. It just, it paid small dollar amounts for like ER or hospital, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, what was the dates on that now?
[AGENT][NEUTRAL] Uh, it was [PII].
[AGENT][NEUTRAL] So we just got notice to terminate back to 9124 so if you're interested in continuing it, you can look at that information or you can just disregard it.
[CUSTOMER][NEUTRAL] OK, alright, now, now I know what you're talking about now. I didn't, I didn't know. I can't remember it being called American Public Life Insurance, but I know it was for medical.
[AGENT][NEUTRAL] Yeah, it was a small medical policy, yeah.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, because I got that when I first retired because I wasn't old enough for Medicare. That's why I had that.
[AGENT][NEUTRAL] Oh, OK, yeah.
[CUSTOMER][NEUTRAL] OK, yeah, OK, I thank you. Now you, you straighten it out for me. I was, I was lost.
[AGENT][NEUTRAL] OK, well thanks for calling ATL.
[AGENT][NEUTRAL] I understand
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yeah, I've seen that and I thought I got a call about this. I don't know what this is.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, well, thank you for calling.
[CUSTOMER][NEUTRAL] OK. All right, I think.
[CUSTOMER][POSITIVE] Thank you for straightening out.
[AGENT][POSITIVE] Bye-bye. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.