AccountId: 011433970860
ContactId: 28d28a21-392b-413e-9c7e-a9cf576a3efc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193639 ms
Total Talk Time (AGENT): 46897 ms
Total Talk Time (CUSTOMER): 71892 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/28d28a21-392b-413e-9c7e-a9cf576a3efc_20250221T17:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII].
[CUSTOMER][NEUTRAL] Yes, can you help me?
[AGENT][NEUTRAL] OK, um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I just had a quick question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ma'am? OK. Um, I have a short-term disability with you guys, and I was wondering, can I use that? Is, is it like a supplement insurance to where I'm on workman's comp, but can I still do my short term disability at the same time?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, what's your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I don't know. It's been so long.
[AGENT][NEUTRAL] Uh, give me a moment.
[AGENT][NEUTRAL] And what's your social?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh, dang, [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] You say your name is [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] And what state are you from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or and.
[AGENT][NEUTRAL] Uh, Ms. [PII], I don't show you in our system. What's your social one more time? I apologize.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am, I don't show you in our system. What's the name of your employer or group?
[CUSTOMER][NEUTRAL] And so it was, I got it when I worked at Logan's Market, but ended up when I left the company, I was still able to keep my policy as long as I paid for it so it it's not through a company anymore.
[CUSTOMER][NEUTRAL] I've been paying like $119 for like 10 years.
[CUSTOMER][NEUTRAL] A month
[CUSTOMER][NEUTRAL] It's also life insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, ma'am, but I don't show you in our system, even going by your searching for your name and social.
[CUSTOMER][NEUTRAL] So what do I do? I mean, I get, I pay $119 a month to American Heritage.
[AGENT][NEUTRAL] Well, this is American Public Life. It's a completely different company.
[CUSTOMER][NEGATIVE] I know, I keep getting the wrong freaking number. Oh.
[CUSTOMER][NEUTRAL] Do you know American Heritage's customer service number by any chance?
[AGENT][NEUTRAL] I don't. I'm sorry.
[CUSTOMER][POSITIVE] OK. I'll, I'll try again. Thank you.
[AGENT][POSITIVE] All right. You're welcome.
[CUSTOMER][NEUTRAL] Bye-bye.