AccountId: 011433970860
ContactId: 2e91ebb1-171e-424b-88d0-d105687bf905
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332649 ms
Total Talk Time (AGENT): 182364 ms
Total Talk Time (CUSTOMER): 122731 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/2e91ebb1-171e-424b-88d0-d105687bf905_20250519T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Can you tell me what insurance I have with y'all?
[AGENT][NEUTRAL] OK, [PII], you're wanting to verify what type of coverage you have with APL is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Uh yes, ma'am. I can help you with that. First off, I'll need to pull up your policy information and verify several things with you first for security. So first off, what is your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] No, I do not.
[AGENT][NEUTRAL] OK. Is the is the policy in your name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is your full social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment while I locate your information please.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], as I stated, I will have to verify several things with you for security. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you, one of them is the same as the one you gave me, and we also have another number as your cell number.
[AGENT][NEUTRAL] What would that number be?
[CUSTOMER][NEUTRAL] I no longer, I no longer have my cell phone. I do not have a cell phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And do you remember what the number had been?
[CUSTOMER][NEUTRAL] Um, [PII] I think.
[AGENT][NEUTRAL] OK, so we have a phone number. Well, let's see, the phone number, um.
[CUSTOMER][NEUTRAL] Did I get it right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] One of the phone numbers that we have on file for you ends in a [PII].
[CUSTOMER][NEUTRAL] Right, that's my home number, [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, and then the phone number that you gave me just now, is that, what number is that?
[CUSTOMER][NEUTRAL] What the [PII] number?
[AGENT][NEUTRAL] No, ma'am, the one ending in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, that's my work number.
[AGENT][NEUTRAL] Work number OK thank you and lastly your email address and this does appear to be your work email that is on file.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, [PII].
[AGENT][NEUTRAL] OK, thank you so much, Mr. [PII], for verifying your information. So the policy that you have with APL is an accident policy.
[CUSTOMER][NEUTRAL] OK then I don't know if you know or understand this, but I also have a policy through American Trustee.
[CUSTOMER][NEUTRAL] I thought that was the accident policy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now, I don't even, I'm not familiar with that company at all. So what I would recommend, Ms. [PII], is for you to get with your HR department to find out about that policy. I've just checked and you only have this one policy with our company and you've had this since [PII].
[CUSTOMER][NEGATIVE] OK, it doesn't do me any good to ask HR because they're dumber than a doorknob. I have to call the place myself. I've worked here. I've worked here for 26 years and I know.
[AGENT][POSITIVE] Oh, I'm so sorry. I'm sorry.
[AGENT][NEUTRAL] Oh my goodness. Well, I'm so sorry. Yes, ma'am, this is the only policy that you have with us and you do have a profile that you set up in the past, Ms. [PII], in our portal called the online service center.
[CUSTOMER][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] If you, which gives you access to this policy information now if you don't remember your username I could provide that for you or you can sign in and see it, but on that other company I'm so sorry but I can't help you with that one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I will retire in like 90 days.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] So I don't care if it's right or not. I, you know, hope to [PII] nothing happens in the next 90 days, but, um, which is another question, how do I cancel this once I retire?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] This would have to be canceled by your human resources department because this is on a.
[CUSTOMER][NEUTRAL] So it's up to them to cancel it.
[AGENT][NEUTRAL] Yes, ma'am. You would need to let the, yes, ma'am. Mhm. They will have to provide us that sense of how it's, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of how it's billed, you're under a group policy.
[CUSTOMER][POSITIVE] Yeah, OK, all right, well thank you very much you answered everything I was questioning.
[AGENT][NEUTRAL] OK. Well.
[AGENT][POSITIVE] OK, well, if that is all, Ms. [PII] that I can help you with, then thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.