AccountId: 011433970860
ContactId: 32d30b32-0898-4247-ac78-c0d8189ddc14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429619 ms
Total Talk Time (AGENT): 220180 ms
Total Talk Time (CUSTOMER): 170622 ms
Interruptions: 8
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/32d30b32-0898-4247-ac78-c0d8189ddc14_20250203T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] and claims. How are you?
[AGENT][POSITIVE] Hi, [PII], I'm good. How are you?
[CUSTOMER][POSITIVE] I am wonderful, thanks for asking. I have a young lady on the line. Her name is [PII], and she said there's a charge on her card from APL. She does not know why she does not have a policy with us.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] And I don't know what else to do with her. She doesn't have a policy number. She's not giving me her information because she says she don't have a policy. She just wants to know why this charge is on her card.
[AGENT][NEUTRAL] Well, how are we supposed to look if she won't give us her information?
[CUSTOMER][NEUTRAL] I have no idea. And I put in [PII], but I don't even know if this is how you spell it, if, I don't know.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I don't know what to do with her.
[CUSTOMER][NEUTRAL] So all I have is her name and and the callback number.
[AGENT][NEUTRAL] It's Monday, people. It's Monday, like.
[AGENT][NEUTRAL] At least give us a couple days into the week before y'all start calling us with a whole bunch of stuff, uh.
[CUSTOMER][NEGATIVE] Mmm. It's not gonna happen.
[AGENT][NEUTRAL] Apparently not
[CUSTOMER][NEGATIVE] It's not gonna happen.
[AGENT][NEUTRAL] Alright, [PII], what's her callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] All [PII]. I'll see what I can do.
[CUSTOMER][POSITIVE] Thank you, I appreciate it.
[AGENT][POSITIVE] You're welcome. No problem. You too.
[CUSTOMER][POSITIVE] Have a good one. Bye-bye.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][MIXED] OK, except I don't know what this charge is for.
[AGENT][NEUTRAL] Yes, Ms. [PII] was just telling me that um you said that you had a charge on your card um from us and so we just gonna see if we can try to figure out um why. So is this a, a bank statement that you're looking at that shows a charge from us?
[CUSTOMER][NEUTRAL] It is not, no, the, the, uh, credit card company notified me.
[CUSTOMER][NEGATIVE] And asked me if this was real because they thought it was fraud.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And they they wanna shut down my credit card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And they they told you it was American Public Life.
[CUSTOMER][NEUTRAL] Public life, yes, and they gave me this phone number because they had the phone number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, hm.
[CUSTOMER][NEUTRAL] And that's how it comes across as American public life.
[AGENT][NEUTRAL] All right. Can you spell your
[CUSTOMER][NEUTRAL] For $19.99.
[AGENT][NEUTRAL] 1999. That's weird. We don't usually have premiums for 1999.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] All right. Can you spell your name for me?
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a second, Ms. [PII].
[AGENT][NEGATIVE] Just trying to do a name search to see if I see anything, so you, you don't have, you're not supposed to have a policy with us, correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I don't, I do not have a policy with you, no.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah, and I'm not seeing anything come up with your name.
[CUSTOMER][NEUTRAL] OK, can you try it under [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I don't see anything.
[AGENT][NEUTRAL] For [PII] or [PII], the only other search I can do is a social search. Um, would you mind giving me your social security number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I guess I have to.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEGATIVE] And if you don't have anything then someone's screwing around with you too.
[AGENT][NEUTRAL] The ESM exactly.
[CUSTOMER][NEUTRAL] Because it's under your name.
[AGENT][NEUTRAL] I don't see anything under your social either. You said [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Yeah, I'm not showing anything under that either. Um,
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] OK, well, if you don't have it you don't have it and like someone's messing with you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] As well.
[AGENT][NEUTRAL] And a lot of times when we, when we get these types of calls, it's usually like a different insurance agency, but since the, because there's so many that are like American public and American life insurance and you know there's so many different insurance agencies.
[CUSTOMER][NEUTRAL] Well this came back as public life SY is what it came back.
[AGENT][NEUTRAL] Public Life FY.
[CUSTOMER][NEUTRAL] Life Sy.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] With this phone number.
[AGENT][NEUTRAL] But that's not our name.
[AGENT][NEUTRAL] It would um it would say American public life.
[AGENT][NEUTRAL] Um, yeah, so.
[CUSTOMER][NEUTRAL] Yeah, that's not how, OK, I'll let them know, but.
[AGENT][NEGATIVE] Yeah, I would definitely let them know that's not American.
[CUSTOMER][NEGATIVE] So I guess I'll have to shut down my credit card.
[AGENT][NEGATIVE] I'm sorry. I, I hate to hear that with people. It's just such a shame that, you know, you can't.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, the day and age we live in.
[CUSTOMER][POSITIVE] Good, I know.
[AGENT][NEGATIVE] So I hate that.
[CUSTOMER][NEUTRAL] You know it's, it's not a big deal except for the stuff that automatically gets charged, you know, so now I get to notify them when I get my new one.
[AGENT][POSITIVE] Uh, yeah, I understand completely. Yes, I understand.
[CUSTOMER][POSITIVE] OK, all right, thank you for your help.
[AGENT][NEUTRAL] No problem, Ms. [PII]. If you have any other questions, you can always give us a call back, but I did search by your name and your social, and I'm not finding anything, so there shouldn't be a charge on your card from us, and that name is a little weird.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, this shouldn't because I don't know you.
[AGENT][NEUTRAL] Right, yes. And um that name is a little weird because like I said, um if it was us, it should say American Public Life, and that's all it should say. Um, so that, that name is off. So I would definitely tell them that that's not.
[CUSTOMER][NEUTRAL] OK, OK, well, let me go, let me go check because the main guy, hold on, give me, give me one second.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEGATIVE] That's not right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I hope someone that works for you isn't doing something OK.
[AGENT][NEUTRAL] All right, listen.
[AGENT][NEUTRAL] Oh, no, ma'am. No.
[CUSTOMER][POSITIVE] But thank
[AGENT][POSITIVE] All right. Thank you. Have a wonderful day. Bye-bye.
[CUSTOMER][NEUTRAL] Well, you don't know. OK, thanks you too bye bye.