AccountId: 011433970860
ContactId: 3abd03bf-bbbe-4d91-8c6a-76b88ad6bbaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312579 ms
Total Talk Time (AGENT): 127183 ms
Total Talk Time (CUSTOMER): 150594 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/3abd03bf-bbbe-4d91-8c6a-76b88ad6bbaf_20250506T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling at ETL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am. My name is [PII]. I'm trying to do some research on to see if my mom had a a insurance, uh, with you guys. I'm kind of at a loss with it right now. I've got a policy, a premium number.
[CUSTOMER][NEUTRAL] And I'm not sure of.
[CUSTOMER][NEUTRAL] It says it's American Public Insurance and I'm not sure if this is the right number I should be calling or not. I wonder if you could help me out on that.
[AGENT][POSITIVE] OK, we are, OK, I will certainly be happy to try. We're actually American public life.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So let me look and see if there's American public. There is another American public something cause we used to calls for them quite often.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me see. Alright. Do you have a policy number?
[CUSTOMER][NEUTRAL] Well, all I got is a premium number. It's what I'm going off of a debit. My mom actually had passed away, uh, back in February and, uh, and somehow this is still getting a premium deduction, uh, on this insurance. So, uh, I'm just trying to figure out the information because I I can't find any paperwork on it and from what the number, yeah, so all I've got is a premium number.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Certainly, yes.
[CUSTOMER][NEUTRAL] Which is 250421.
[AGENT][NEUTRAL] All right, that's probably not a policy number, uh, but let me, let me just type that in just to see, and then we'll do a search by name.
[CUSTOMER][NEUTRAL] Yeah, I, I just.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let me go ahead and be getting your mother's name.
[CUSTOMER][NEUTRAL] OK, her full name is [PII]
[AGENT][NEUTRAL] Oh wait, let's start over.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] Yeah, yeah, no, you're fine, you're fine.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, so her first name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Just [PII], yes, yeah, [PII]
[AGENT][NEUTRAL] OK. And her last name is [PII]
[CUSTOMER][NEUTRAL] No, that's her middle name. Her last name is [PII]. Yeah, in [PII].
[AGENT][NEUTRAL] That's for middle, OK.
[AGENT][NEUTRAL] OK, thank you. Let's see if we can find Ms. [PII] by her last name.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, now sometimes she goes by [PII]. Sometimes she doesn't use her first, her original name, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It'll take just a moment to search.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] OK, [PII] is not pulling in anything at all. Apparently, we do not have any insurance by the last name of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Have you tried calling the, uh, I'm not sure, what is it, the Department of Insurance?
[CUSTOMER][NEUTRAL] I got you, OK.
[AGENT][NEUTRAL] Um, I, I'm not really sure what they can, what they can assist with, you know, I don't know what they actually do. I, I just know that some people have called and said, we got your name from the Department of Insurance, you know. And so I just thought maybe it might be somewhere to start.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] I got you, OK.
[CUSTOMER][NEUTRAL] OK, I'll I'll, I can check into that.
[AGENT][NEUTRAL] And your mother.
[AGENT][NEUTRAL] Your mother, did she have a maiden name, maybe it could have been under?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's, uh, [PII], but I wouldn't have been there. I've been under [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, OK. Yes, I apologize. I'm not finding anything for Ms. [PII] in our system.
[CUSTOMER][NEUTRAL] So, OK, well.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Not a problem, ma'am. I appreciate you looking into it and I'll see what other research I can come up with on it.
[AGENT][NEUTRAL] All right, and one more time, that was [PII], correct?
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][POSITIVE] Yeah, yes ma'am, yes ma'am.
[AGENT][NEUTRAL] [PII]. OK. No, sir, I apologize. I cannot find anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Not a problem. I appreciate your time on that, and I'll see what else I can red. OK, well, you have a blessed day and, and, and thank you so much for helping out.
[AGENT][NEUTRAL] Certainly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You as well.
[AGENT][POSITIVE] Well, thank you for calling APO. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Alright thank you uh.
[CUSTOMER][NEUTRAL] Bye bye.