AccountId: 011433970860
ContactId: 3864606d-8ac3-437e-9375-3e3ace3b7c0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1062150 ms
Total Talk Time (AGENT): 271082 ms
Total Talk Time (CUSTOMER): 198538 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/3864606d-8ac3-437e-9375-3e3ace3b7c0a_20250213T17:01_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I, I was wondering if I give you my policy number if if I could have you either email me or send me out, um.
[CUSTOMER][NEUTRAL] Uh, copy of my policy.
[AGENT][NEUTRAL] Sure, I can help you with a copy of your policy. I won't be able to email it, but I can send it to you and I can also provide information on our website where you can also obtain that policy through our website.
[CUSTOMER][NEUTRAL] OK, my, my name is.
[AGENT][NEUTRAL] What is, what, what is, let's start with, what is your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 9106818
[CUSTOMER][NEUTRAL] And then there's a space 92687.
[AGENT][NEUTRAL] So you said that was 9106818?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK. What is your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me one minute, Miss. What state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me just a few minutes while I locate you in our system.
[AGENT][NEUTRAL] Mr. [PII], is there any way I can I get your Social Security so I can look it up that way?
[CUSTOMER][NEUTRAL] Sure, uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, Ms. [PII]. Give me just a few more minutes.
[AGENT][NEUTRAL] You said that was 557-742040?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] What type of policy is this?
[CUSTOMER][NEUTRAL] Cancer
[AGENT][NEUTRAL] Cancer policy, OK. Give me a minute. I'm still trying to find you in our system.
[CUSTOMER][NEGATIVE] Oh, I hope you find me. I, I keep paying premiums.
[AGENT][NEUTRAL] Yeah, I'm sure we will. Just give me a few more minutes. What was your your spouse's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] is your spouse's name?
[CUSTOMER][NEUTRAL] No, OK.
[AGENT][NEUTRAL] Oh, [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Did you purchase this through your employer or was this from an individual?
[CUSTOMER][NEUTRAL] Uh, through my employer.
[AGENT][NEUTRAL] OK, what's the name of your employer?
[CUSTOMER][NEUTRAL] Farmers and Merchants Bank of Central California.
[AGENT][NEUTRAL] OK. And you said your last name is spelled [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Are you sure it was from American Public Life?
[CUSTOMER][NEUTRAL] Well, uh, back in [PII], it was.
[AGENT][NEUTRAL] On premiums you're paying premiums out of your bank account?
[CUSTOMER][NEUTRAL] Um, it's been deducted, uh, from my paycheck, so the bank.
[AGENT][NEUTRAL] From your paycheck.
[AGENT][NEUTRAL] OK, let's go over that policy number that you have again. What was the policy number that you have?
[CUSTOMER][NEUTRAL] Uh, OK, I, I don't know if this is the policy number. It's, it just says on this letter it says RE.
[CUSTOMER][NEUTRAL] 910.
[CUSTOMER][NEUTRAL] 68
[CUSTOMER][NEUTRAL] 18 and then there's a space.
[CUSTOMER][NEUTRAL] 92687
[AGENT][NEUTRAL] OK. And uh you're looking at an ID card or a letter you said?
[CUSTOMER][NEUTRAL] No, just a letter.
[AGENT][NEUTRAL] OK, and on that letter, what's the name, what's the on the letterhead? What is the name on the letterhead of that letter?
[CUSTOMER][NEUTRAL] American Public Life Insurance Company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there a telephone number on that letter?
[CUSTOMER][NEUTRAL] Uh, yeah, the one I called [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] OK. Give me one minute, please.
[AGENT][NEUTRAL] And you spelled your name as OLD, correct?
[CUSTOMER][POSITIVE] That's correct OLDS.
[AGENT][NEUTRAL] With an [PII] on it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, give me a minute. I, I'll, I'm sure I'll find you. Hold on for a second, please.
[AGENT][NEUTRAL] Is there anybody's name on the signature on that letter?
[CUSTOMER][NEUTRAL] Uh, nope, this customer ser uh service department.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me a few more. I'll find you here. Hold on.
[AGENT][NEUTRAL] And your first name is [PII], correct?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] And your first name is [PII]?
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No wonder. I apologize. So give me one more minute.
[AGENT][NEUTRAL] It's [PII], correct?
[CUSTOMER][NEUTRAL] Uh, yeah, the full name is is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Give me a few more minutes. I'm still trying to get you in my system.
[AGENT][NEUTRAL] You said your social security number is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me put you on hold. I'm still having problems locating in our system. I'm gonna see if I can get somebody else to help me. Give me just a few minutes while I put you on hold.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So, sir, I'm sorry to keep you holding. On that letter does it say, OK, it says.
[AGENT][NEUTRAL] Regarding [PII], is, is there any other numbers on that letter?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm, no.
[AGENT][NEUTRAL] OK, does it say?
[CUSTOMER][NEUTRAL] 910.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that letter's letterhead says American Public Life.
[CUSTOMER][POSITIVE] Uh, correct.
[AGENT][NEUTRAL] And it's um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is that, what is that letter pertaining to?
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] It, it just says it just says that the premium for the existing cancer insurance policy will change from 4730 to 5176, which is a 9.4% increase.
[AGENT][NEUTRAL] OK, and um and did no one signed that letter?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And it does say American Public Life.
[CUSTOMER][NEUTRAL] American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] Brother.
[AGENT][NEUTRAL] Give me a minute.
[CUSTOMER][NEUTRAL] Rather than you and I going crazy, maybe I need to just call our HR department and find out uh if they uh changed it to some other company.
[AGENT][NEUTRAL] Yeah, if I, if you don't mind, please contact them and ask them because I don't have you in our system and ask them if they have a number that you can contact.
[CUSTOMER][NEUTRAL] Uh, OK. I'll do that.
[AGENT][NEUTRAL] I apologize because I'm unable to locate, but it's odd that you have that letter with our our number on our letterhead, but I would recommend contacting your HR department and get some information and then give us a call back if you can find out a policy number or something like that.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, this letter was back in [PII] and I haven't looked at it since, so.
[AGENT][NEUTRAL] Um, that's probably it. Yeah, that's probably it. You probably did, yeah, I would, if it's back from [PII], I'll call, please contact your HR department and ask them. That's probably why because that's why you're not in our system because it was so old. You probably don't have coverage with us, so I would recommend contacting your HR and asking who is your um cancer insurance coverage carrier.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][POSITIVE] All right well I appreciate your help.
[AGENT][POSITIVE] No, my pleasure. I'm sorry, I couldn't help you, Mr. [PII]. You have a good day. Uh-huh.
[CUSTOMER][NEUTRAL] Oh, it is what it is.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. You have a good day. Thank you for calling American Public Line.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Goodbye.
[CUSTOMER][NEUTRAL] Mhm