AccountId: 011433970860
ContactId: 2844013f-6891-4a55-9985-f29ed1b46a5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 578859 ms
Total Talk Time (AGENT): 128003 ms
Total Talk Time (CUSTOMER): 168398 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/2844013f-6891-4a55-9985-f29ed1b46a5d_20250107T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm, yeah, my name's [PII].
[CUSTOMER][NEUTRAL] And I took out this insurance and take it out through my company shelter trucking.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I just looked on my, uh, settlement and y'all took it out for the [PII].
[CUSTOMER][NEUTRAL] The [PII] and the [PII] and the [PII], y'all took it out full time in one month, for this month.
[AGENT][NEUTRAL] OK, let me get, let me get you to spell your name for me please and then give me your policy number that way I can look at your information.
[CUSTOMER][NEUTRAL] I, I, I, I got my policy number. I'm gonna I'm a driver. Uh, my policy number and everything is down.
[AGENT][NEUTRAL] Can you spell your first name and your last name for me?
[CUSTOMER][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK, I got [PII]. You said your first name is [PII]?
[CUSTOMER][NEUTRAL] Uh, no, no, no. [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's your social security number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me a second to pull up your policy, OK?
[CUSTOMER][NEUTRAL] OK, OK, hold on just a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah I'm trying to see it on y'all end or on the company end.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's a group policy, so I'm sure.
[AGENT][NEUTRAL] Um, we received your premiums from your group, but one moment.
[AGENT][NEUTRAL] And is it, is it, which policy are you calling on? Your medical policy or your dental?
[CUSTOMER][NEUTRAL] Are you, uh, I'm calling on all of it.
[CUSTOMER][NEUTRAL] So when I signed up, they said it'll be like $94 a week. That'll be for everything. And so, I looked on my um pending uh settlement. I looked at my pending settlement, it had for the [PII].
[CUSTOMER][NEUTRAL] The [PII], the [PII], and the [PII]. And when I signed up for, they said it be one time fee, $94.
[CUSTOMER][NEGATIVE] They didn't say they were gonna take out $94.94 dollars out for health, $94 out for business. They didn't tell me all that. All they say flat rate gonna be $94. It'd be like $100 a week, once they get through everything.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Whatever they say that you have $100 a week come out my check every week.
[CUSTOMER][NEUTRAL] And they took over $300 and something dollars out of there already for just one week.
[CUSTOMER][NEUTRAL] Hey, that ain't what he told me uh when I signed up, signed back up for it.
[AGENT][POSITIVE] Thanks for your patience. One moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] When did your policy become effective?
[CUSTOMER][NEUTRAL] Uh, I don't know da da da da da da da da shoot.
[CUSTOMER][NEUTRAL] I, I forgot when it came.
[CUSTOMER][NEUTRAL] I know they start taking it out already.
[CUSTOMER][NEUTRAL] I just seen it on my summary, my pending summary.
[AGENT][NEUTRAL] Was it effective? is it gonna be effective [PII] of this year? Was it effective prior to this time?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, shoot, I forgot. Let me, I had to call my wife and see.
[CUSTOMER][NEUTRAL] Oh she got the policy at home. Are they already something on insurance card. They sent my insurance card and everything.
[AGENT][NEUTRAL] Yeah, I'm showing
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing an effective date of [PII]. And do you know what the premium is for? Do you know which policies it's for?
[AGENT][NEUTRAL] Because I don't show any
[CUSTOMER][POSITIVE] Uh, I got, I got, I, I got everything. I got the vision, vision, I got the dental, and I got the health.
[AGENT][NEUTRAL] OK, so American Public Life, which is who you're speaking with, we administer your dental policy. Do you have a critical illness policy?
[CUSTOMER][NEUTRAL] Uh, I think I do. I'm not for sure.
[AGENT][NEUTRAL] And then your medical policy, which is your hospital indemnity policy. Give me just a second, OK? I'm gonna place you on a brief hold. Is that OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, one moment.
[CUSTOMER][NEUTRAL] Capital Group at GVA.
[AGENT][NEUTRAL] Hi, this is [PII] with American Public Life. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][NEUTRAL] Good, is this [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I have [PII]
[AGENT][NEUTRAL] Last name is [PII] on the phone.
[AGENT][NEUTRAL] And I'm showing that his policy doesn't become effective until [PII].
[AGENT][NEUTRAL] And he said
[CUSTOMER][NEUTRAL] OK, how do you spell the first name again? I'm sorry.
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] OK, yes, I see it right here, um.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][NEUTRAL] And he's calling. He said that there were, uh, 12 premiums deducted on the [PII], [PII], and [PII], so he's having a that a question regarding his premiums being drafted frequently.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][NEUTRAL] OK. OK, thanks.