AccountId: 011433970860
ContactId: 311fe1df-0059-4bd0-a509-78920dbdd566
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233820 ms
Total Talk Time (AGENT): 132503 ms
Total Talk Time (CUSTOMER): 103017 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/311fe1df-0059-4bd0-a509-78920dbdd566_20250609T13:35_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because I paid into the APL all last year and the representative here at the office gave me an application and said that I didn't have it last year. I'm trying to find out if I was actually covered with APL last year.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII] and callback number is area code [PII].
[AGENT][NEUTRAL] Thank you and let me see, so let me try to pull you by your social. What is your social?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see here.
[CUSTOMER][NEGATIVE] Not all of you were writing that down because you'll get nowhere my credit score.
[AGENT][POSITIVE] That's funny.
[AGENT][NEUTRAL] OK, [PII], I do have you in the system. Uh, oh, well, let's see. I show you your policy was not effective until June, like just recently. Let me make sure I don't show anything else.
[CUSTOMER][NEGATIVE] So I paid a full year and I was never covered.
[AGENT][NEUTRAL] We don't show you in our system as, no, no, that's fine.
[CUSTOMER][NEUTRAL] Uh, I'm not upset with you. I'm just trying to clarify.
[AGENT][NEUTRAL] Yes, I do not show that we uh have any policies prior to this policy for you. So I would let your HR know that we do not pull you in our system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, under the group and maybe they can look into, um, you know, of course if they show information of you paying it'll just, you know, the policy will be updated showing you active, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I would let them know we do not.
[CUSTOMER][NEUTRAL] Well, no, I mean if I wasn't active all last year I'd rather get my money back from them but I wanted to call and verify first.
[AGENT][NEUTRAL] Oh, got it. I understand.
[AGENT][NEUTRAL] OK. Yes, I show we just, uh, your policy is just effective [PII].
[CUSTOMER][NEUTRAL] Just effective [PII]. OK, um, and is there any way to get a card for that effective date?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, so with it being so soon, I believe, um, it's being mailed out. You should get it uh soon, but if you want a card, uh, the quickest way you can, uh, set up an account at our online service center.
[CUSTOMER][NEUTRAL] I don't have a card either.
[AGENT][NEUTRAL] Um, and you'll be able to print a card immediately.
[CUSTOMER][POSITIVE] All right, [PII], thank you so much for all your help.
[AGENT][NEUTRAL] And let me ver
[AGENT][NEUTRAL] No problem, [PII]. Let me verify your email address because if you set up an account on the online service center, the email address we have on file needs to match. So what email address should we have?
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, that is exactly what we have.
[AGENT][NEUTRAL] And let me provide you with your policy number, cause you will need that also.
[CUSTOMER][POSITIVE] Perfect, [PII] you have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 02638335.
[CUSTOMER][NEUTRAL] And that is
[CUSTOMER][NEUTRAL] And let me repeat that back because I am a little bit dyslexic, especially on a Monday morning I have 02638335.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am, that is correct. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No, but [PII], you have been amazing. I really appreciate it. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APO.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye-bye.