AccountId: 011433970860
ContactId: 2d93caed-9601-4bc1-bf9b-d279f3d500d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1177160 ms
Total Talk Time (AGENT): 577873 ms
Total Talk Time (CUSTOMER): 385195 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/2d93caed-9601-4bc1-bf9b-d279f3d500d5_20250205T16:16_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Um, is this American Public Insurance.
[AGENT][NEUTRAL] This is American Public Life Insurance. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] My husband has, had insurance with y'all for
[CUSTOMER][NEUTRAL] Uh, probably 30 years or so, I don't know. And
[CUSTOMER][NEUTRAL] And it comes, uh, withdrawal comes out of his account each month for 12083 and.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I we haven't gotten, gotten any information on that or anything, so I don't know what it is. I'm, I'm taking care of his, of our
[CUSTOMER][NEUTRAL] Of our statements and everything now. So I'm just trying to figure out there's several different premiums and insurance that comes out of his account that I have no idea what it is.
[CUSTOMER][NEUTRAL] Um, I don't have a policy number or anything because I don't have any. The only thing I have is from the banks where it comes up where.
[CUSTOMER][NEUTRAL] The premium come the um amount comes out.
[AGENT][NEUTRAL] OK, so this is your husband's policy though, is that correct? And you're wanting to find out?
[CUSTOMER][NEUTRAL] Well, I think it's my here. I mean, it, yes, and I just kind of wanna find out what it is and what's
[AGENT][NEUTRAL] On
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And what it what it is actually.
[AGENT][NEUTRAL] OK, yes ma'am. So you wanna find out what type of policy it is that you all have with APL is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yes, ma'am. I can help you. So who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm so sorry, your voice cut out just a little bit on your first name. What was your first name, Miss [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEGATIVE] I'm so sorry, it's still, it cut out again.
[CUSTOMER][NEUTRAL] OK, let me move let me to another.
[CUSTOMER][NEUTRAL] Let me move to another spot.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] Right, [PII] Can you hear me now?
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, thank you. It's uh, it's still a little broken, but we'll do the best we can, Ms. [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK, thank you. So you said you do not have a policy number?
[CUSTOMER][NEUTRAL] I don't have a policy number or anything. We don't, I mean y'all don't really send anything out on it, um, that I, that I have found in the mail within the last couple of years.
[AGENT][NEUTRAL] Yes, and unless there have been any changes, we wouldn't just send out yearly.
[CUSTOMER][NEUTRAL] We haven't gotten any.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] Any type of information. So, um, you, you thought that it could be in Mr. [PII]'s name, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's either [PII] or [PII] right.
[AGENT][NEUTRAL] I'm sorry, I didn't hear the first thing you said.
[CUSTOMER][NEUTRAL] OK, it's either [PII] or [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh. His, his name is [PII], but he goes.
[CUSTOMER][NEUTRAL] By law on most official documents, but um just casually that he's got by [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm going to have to see if I can just search by the name, Ms. [PII], to see if I can locate the policy first since we don't have a policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once I do locate the policy, Ms. [PII], I will have to verify several things with you first.
[AGENT][NEUTRAL] For security.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I may have located the policy. First off, I'll need to verify um what is Mr. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the phone number that you gave me, is that your home number or is that a cell number?
[CUSTOMER][NEUTRAL] That's a cell that's my cell number there's a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Home number that's probably [PII] on your records probably.
[AGENT][NEUTRAL] What was that again? [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Uh, uh-huh.
[AGENT][NEUTRAL] OK, thank you. So, Ms. [PII], I have located a policy, but there is some information that I need to update. Now, is Mr. [PII] available that he can speak to me because you are not covered on this policy and I can't provide any information.
[AGENT][NEGATIVE] To you without him giving a verbal authorization for this phone call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see, he's sitting in a place that my phone is probably not gonna.
[CUSTOMER][NEGATIVE] It's probably gonna cut out.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But let me see if I can get him to move. Hang on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you come in here and just
[CUSTOMER][NEUTRAL] This is the American Public Insurance and she needs to talk to you about something.
[CUSTOMER][NEUTRAL] You can't tell me because it's not in my name.
[CUSTOMER][NEUTRAL] OK, he's coming, hang on.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You gotta come over
[CUSTOMER][NEUTRAL] Gotta come over here for the phone to be able.
[CUSTOMER][NEUTRAL] OK, let me start.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, Mr. [PII]. This is [PII] with APL or American Public Life. How are you today?
[CUSTOMER][POSITIVE] Doing pretty good, yes, ma'am.
[AGENT][NEUTRAL] Well, that's good. So Ms. [PII] was calling because she, she was saying that she's been seeing, you know, your monthly premium being deducted but wasn't aware of what type of policy this was. And because she's not actually on this policy, Mr. [PII], we cannot discuss it with her without you giving us verbal permission for this one phone call only.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I do need, oh, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah, I give, I
[CUSTOMER][POSITIVE] Uh, uh, yeah, it's all right for her. She takes care of the finances now anyway, so.
[AGENT][NEUTRAL] You do
[AGENT][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] You probably need
[AGENT][NEUTRAL] And I see Mr. [PII], that there's not a phone number that's on file for you currently, so the home number that she gave me is [PII]. Is that what we need to have on file?
[CUSTOMER][NEUTRAL] Yes ma'am, that's see it.
[AGENT][NEUTRAL] OK. And then do you have an email address at all, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, I don't. Alright, I don't, uh, let me see if you do. You got an email address.
[AGENT][NEUTRAL] You don't, OK.
[CUSTOMER][NEUTRAL] She says she's got one.
[AGENT][NEUTRAL] Now, do you want me to add her email? Do you give me authorization to add her email to this account?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, well, I will do that and then um I can also provide her some information, Mr. [PII], regarding a portal that we have that she could set up a profile so you all can have access to this information about your policy with APO online as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Well, thank you very much for getting on the line with me and I'll be happy to um discuss anything with Ms. [PII] for this one-time phone call, OK?
[CUSTOMER][POSITIVE] Alright, thank you very much.
[AGENT][POSITIVE] All right. Yes, sir, and thank you. Have a very nice day.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], so I was explaining to Mr. [PII] that if I add your email, I can email, if you use the internet very much, we do have a portal now, which you can set up a profile. It will have to be set up, obviously it's gonna use your email address, but all of the information when setting it up would be for Mr. [PII] since he is the policy holder, but that would give you access to this policy information online also. So,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I, I just have an email on my phone. I don't use a computer, so say.
[AGENT][NEUTRAL] Oh, OK. Well, then we won't add it because you're not gonna, the, it doesn't have full functionality from a phone.
[CUSTOMER][NEUTRAL] Mhm mhm. OK.
[AGENT][NEUTRAL] Um, it would require a computer, so give me just a moment, um, I need to update one more thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe I need to
[CUSTOMER][NEUTRAL] I need to get one, I suppose. There's a lot of things we have to do on there now.
[AGENT][NEUTRAL] OK give me just one second to create uh fix something else, please?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, I did explain to you and Mr. [PII] already, but this authorization that he gave us is, is for this one phone call only, but this is a cancer policy that he's had with us since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is just for him, correct?
[AGENT][POSITIVE] Yes, ma'am, that is correct. Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Since he's had it since [PII].
[AGENT][NEUTRAL] Yes, ma'am, this policy, this particular policy went into effect as of [PII].
[CUSTOMER][NEUTRAL] OK. My, I would not be on this policy, correct?
[AGENT][NEGATIVE] No, ma'am. You are not on this, no, ma'am, you are not covered on this policy. It is only for him.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] And the policy number?
[AGENT][NEUTRAL] If you would like to write that down, it's 79191.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I have, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7991 OK.
[AGENT][NEUTRAL] Mhm. So let me see. Give me, give me just a moment please, Ms right to look at a couple of things because I'm
[AGENT][NEUTRAL] Just give me one moment. I may need it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I'm going to need to do is I'm gonna need to actually transfer you over Ms. [PII] to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One of the members of our customer service division, uh, to verify about you being covered on here because I'm seeing uh some information that I'm.
[AGENT][POSITIVE] There's a discrepancy on and they would be the ones to assist with that. Now, when I do connect you over there, you will not have to re-verify any of that information and Mr. [PII] will not have to get back on the phone. I'm gonna let them know that that's already been taken care of. If you could verify your date of birth for me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So, um, yes, I think I'm going to do that. I'm gonna transfer you if that's OK, so that they can, they can verify the level of coverage this is if it's just for him or if you are both supposed to be on there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well I need
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm pretty sure he put me on there because we were married a year before that and he
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Normally, normally did, you know, that everything else is.
[AGENT][NEUTRAL] Yes, ma'am, and I can see. Right. And according to what I can see, it looks like you, you should be, but again, that's in a, that's handled by a different division than what I'm in, so I don't wanna, you know, tell you anything that's not correct.
[CUSTOMER][NEUTRAL] Oh, OK. Well,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. Well, I have to explain to them everything?
[AGENT][NEUTRAL] No, I've given you the type of policy it is, your policy number, and I'm just going to let them know that we need to verify if you should be covered under this policy, so that, if so, they can get your information added.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can you send us something in the mail on this policy or?
[AGENT][NEUTRAL] Yes, ma'am. I see the last time that something was mailed, uh, was back in [PII]. There was a policy mailed to you at that point.
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] But I can request another one be mailed.
[AGENT][NEUTRAL] Since you don't have access, you know, to the online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] So yes, ma'am, I can do that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh, you're very welcome. So is there anything else that I could help you with before I connect you with customer service?
[CUSTOMER][NEUTRAL] No, I don't think so. Thank you.
[AGENT][POSITIVE] You're very welcome. So thank you again Ms. [PII], for calling APL and I hope you have a very nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So, um, let me give you the policy number first.
[CUSTOMER][NEUTRAL] Mhm. All right. Give me just a sec give me just a second. I'm gonna place a note into the policy.
[AGENT][NEUTRAL] 7
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, what is the policy number?
[AGENT][NEUTRAL] 791-91 for [PII].
[CUSTOMER][POSITIVE] Mm. All right. I got it.
[AGENT][NEUTRAL] OK. So first off, I have gotten authorization from him, from Mr. [PII] to speak to her. Her name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And she was calling because she's seeing, she handles all their financial stuff and she was seeing the draft come out but they didn't remember what this what this was for so they call to find out what kind of policy it was. I've given them that information she would like to have a copy of it mailed to them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which I can request or you can request whichever is easier. You can tell me that.
[CUSTOMER][NEUTRAL] Uh, uh, let me see if, um, it is built already because some of these cancer policies. OK, then yes, we can go ahead and request it.
[AGENT][NEUTRAL] It is, yes, this one is.
[AGENT][NEUTRAL] You'll request it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, now I have corrected his date of birth based on the application because the application matches what she said it was not what we had in there, but.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She was it currently only shows that he's covered, but according to application.
[AGENT][NEUTRAL] Everything is marked for family coverage and her name.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Is on the application.
[AGENT][NEUTRAL] And I can see in notes where she's called in regarding claims information concerning filing things for herself, but she's not listed on Pan Am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, his whole application is marked for family.
[AGENT][NEUTRAL] And a family coverage and it's got her name filled in, her date of birth, which matches what she's given me. So that's what I need for you to confirm that it's uh should be family coverage.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if so, you know, add her name and information.
[AGENT][POSITIVE] Co yeah correct the system.
[CUSTOMER][NEUTRAL] All right. Yes.
[CUSTOMER][NEUTRAL] Yes. Uh, let's see, we have a
[CUSTOMER][POSITIVE] Total premium.
[CUSTOMER][NEUTRAL] 35.
[CUSTOMER][NEUTRAL] 50 for his policy.
[AGENT][NEUTRAL] Cause it's showing 120.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, the document here, the document here says it's, it's 30 something so it might be for a um
[AGENT][NEUTRAL] Um, 120.
[AGENT][NEUTRAL] Yeah, we're deducting 12083 every month.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, then um you can go ahead and um send her over, but this will need a little bit more of review of all of the documents and the changes and we will be reaching out back to them.
[AGENT][NEUTRAL] OK. Um, so if you can just let them know that, that would be great. And, and you will request the policy. Is that right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, I can do that.
[AGENT][POSITIVE] OK. Perfect. Thank you so much and that everything is fully verified and again, he did give his verbal permission.
[CUSTOMER][POSITIVE] All right. Thank you very much.
[AGENT][POSITIVE] OK. Well, you're welcome, [PII], and thank you. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Alright, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mhm