AccountId: 011433970860
ContactId: 3522d521-9667-4912-8516-2494ef268d8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 654239 ms
Total Talk Time (AGENT): 321561 ms
Total Talk Time (CUSTOMER): 316430 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/3522d521-9667-4912-8516-2494ef268d8c_20250206T20:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I, I missed a call from, uh, someone who I was speaking to yesterday about my husband and I uh policy and um.
[CUSTOMER][NEGATIVE] I don't know how to get back with her.
[AGENT][NEUTRAL] OK, sure, um, did you happen to get a name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, but I can't, can't remember it. It's a short name, um.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] No worries, I can get your policy pulled up and I'm sure they left a note, uh, so we can get that, uh, take a look at that. What was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Um, my name is [PII], and my husband's name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, man, before we go any further, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Uh-huh, uh [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I don't. I'm driving now. I'm sorry.
[AGENT][NEUTRAL] Oh, that's OK. No, no, that's perfectly fine. Um, that's OK. I can start choosing your social.
[CUSTOMER][NEUTRAL] I don't have it, yeah, I don't think I.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I can search using your social.
[CUSTOMER][NEUTRAL] I may have it.
[CUSTOMER][NEUTRAL] Oh, OK, of his social or my social, his is.
[AGENT][NEUTRAL] On either one. If it's under [PII], it'd probably be easier to use his.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't have his uh business.
[AGENT][POSITIVE] Oh, that's OK. We can use yours, we could try yours, no worries.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][POSITIVE] All right, thank you one moment.
[AGENT][NEUTRAL] Um, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm. That's right.
[AGENT][NEUTRAL] Well, I did not get you pulled up. Um, let's see. The only other thing I can try is, if you wouldn't mind going ahead and spelling out, uh, your first and last name for me. Or are you under the policy or is it just under [PII]?
[CUSTOMER][NEUTRAL] I don't know. See, that's what I was telling because um.
[CUSTOMER][NEGATIVE] He's not able to take care of our businesses anymore and, and we have several different insurance companies that, you know, taken out of our account and, and I, and I don't unders I did not know what y'all were or what it was about or anything because I have, we haven't gotten any anything in the mail but I do understand that every most people go to their computers for all this, but I don't.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's no, it's perfectly fine. Um, let's go ahead and try um you said is it right [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and would you mind just uh spelling out your, your first name for me?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know what, I just now thought, I'm sorry, um, my mind's thinking, um, the, uh, she left me a voicemail. The girl called me and she left a number and it have been different than the number I called. I just went to my recent calls and did the callback number, so she may have left me her personal, I mean extension.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It might have been her direct line, yeah.
[AGENT][POSITIVE] That's completely up to you if you wanna give it a shot you can and you're more than welcome to give this line a call back um if not um I can try searching just using your name though.
[CUSTOMER][NEUTRAL] I don't know
[CUSTOMER][NEUTRAL] OK, I, and you would know if you would know what everything was about if you got through, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. My, my first name is [PII]
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Right. [PII]
[CUSTOMER][NEUTRAL] And um that they didn't, they did not see me on the policy, but then they said that the price that they were that we were charged was for a family policy and we.
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] We don't have any family, it's just us two. And uh so when he took that out, we were married, so he would have definitely put me on it. So anyway, they were, they were having to look into that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And see about what was going on with that.
[AGENT][NEUTRAL] OK, um, so let me just search for [PII] then, um, and is that short for [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, wait, [PII] and it would.
[CUSTOMER][NEUTRAL] His, his name is [PII], but um he goes, he goes by Eddie and um but some of his
[AGENT][NEUTRAL] What was the first name? I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry, what did you say, what did you say?
[AGENT][NEUTRAL] What was the first name for [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, OK. I'm going to try that. Let's see.
[AGENT][NEUTRAL] [PII] right, um, what state do y'all live in?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, I think I found him. All right, yep.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] right and there yep, you are under this policy. OK, so awesome. Let me go ahead and um verify some information really quick um and since you are listed, uh, can I go ahead and get your date of birth, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I ge[PII]'s full um mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Got it. OK, thank you for verifying that. Alrighty, um, and then before we go any further, um, well you said you're driving, um.
[AGENT][NEUTRAL] Are you to where I can give you this policy number at all?
[CUSTOMER][NEUTRAL] Uh, yes, I think.
[AGENT][NEUTRAL] Do you have an email? I could email it to you.
[AGENT][NEUTRAL] Just so that you've got it for future reference if you needed to call back.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, well, I can write it down because um.
[CUSTOMER][POSITIVE] I think she gave me a policy number yesterday. I'm not sure, but just tell it to me and I'll I've got a pen. I can write it. Yes, OK, I'm ready.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, alrighty, it is 79.
[AGENT][NEUTRAL] 191.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 79191 OK.
[AGENT][NEUTRAL] Yes, OK, so it looks like uh [PII] that that's what they were calling you back about um that they finished the corrections to the policy that you have been added correctly.
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] Um, and it looks like that's what they were trying to let you know because I do see you successfully active under this policy. Um, if you'd like I could just still try to reach out to them. I'm not quite sure who that is right all. Give me, oh, it's [PII], OK, um, you were speaking with [PII], yes, so if you, it does look like per her notes that's what she was reaching out to you for, um, but I can see if she's available if there was anything else that she was, uh, trying to let you know. Did you want me to go ahead and do that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, well, I, I don't know that there's anything else, but, um, if.
[CUSTOMER][NEUTRAL] Do, do you all send out things annually or do you, do you just rely on people to go to their computers and go online for their information?
[AGENT][NEUTRAL] I'm sorry man it kind of cut out there at the beginning. Do we do what uh annually?
[CUSTOMER][NEUTRAL] Do you send out, um, I mean, do we, do we have any kind of card or anything if we had to go to a doctor for?
[CUSTOMER][NEUTRAL] So what would we tell them?
[AGENT][NEUTRAL] Let me see. So this policy is a cancer policy and for these, we don't give out uh cards for that. Um, typically, you could file those claims yourself um if either of you are receiving cancer treatment or anything that falls under this policy. Um, you can file those claims. You can always try to see if a doctor or a provider would file those claims for you. It really does depend on the provider though.
[CUSTOMER][NEUTRAL] Oh, I see, but you would, I would just give them the policy number, um, yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, just say it's through American Public Life or APL, um, if there's any confusion because you know sometimes there's gonna be some people that have never heard of us or not sure what kind of policy it is, we do talk to providers all the time and they are more than welcome to give us a call. You can give us them that same number you just called and we can explain the plan to them and maybe alleviate some confusion, um, and if you don't have it, sorry, go ahead.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, we don't.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] No, that's OK. Go ahead. What were you gonna say?
[CUSTOMER][NEUTRAL] Well, we're, we're not, you know, actively using a doctor for cancer or anything like that. We don't have cancers that we know of, but, um, but I was just kind of trying to get our um insurances in line with what, so I would understand because these are things he, he had taken out years ago and we
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just have just been letting you know, letting it go and and just getting it taken out because uh but so I didn't know what it was about so um.
[AGENT][POSITIVE] Of course, oh yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So now I know. OK.
[AGENT][NEUTRAL] Yes, absolutely. And if you'd like, I'm gonna try to see, I think we've got it. Um, I could send you a copy of the policy, if you would need that, if you'd like to have that. I can email it to you or I can send you a paper copy in the mail, or I could do both.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, can you just send a paper copy in the mail?
[AGENT][POSITIVE] Of course, yes, and it does go, it's very easy to read, not just a bunch of jargon, I promise, um, but it does go in depth as to what is and is not covered dollar amounts, frequencies, all that fun stuff, so you just so that you've kind of got a visual, yeah, I'm, I'm very much a hands on, let me see kind of person that's me so alrighty I will get that sent to you then um did you have any other questions for me?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] No, I, no, I don't think so. Thank you. You were, you are a very big help, yes.
[AGENT][NEUTRAL] OK, yes.
[AGENT][POSITIVE] Oh yeah, happy to help. Alrighty well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.