AccountId: 011433970860
ContactId: 3df4c2b4-1f3f-4080-a8cb-c159f010b2f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 592359 ms
Total Talk Time (AGENT): 210128 ms
Total Talk Time (CUSTOMER): 263712 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/3df4c2b4-1f3f-4080-a8cb-c159f010b2f8_20250102T18:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, this, uh, I'm, I'm a state employee and I'm trying to find out that y'all still doing payroll deductions.
[AGENT][NEUTRAL] Um, yes, ma'am. If your, if your policy is still through your employer, yes, it's payroll deduction.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, where are y'all out of?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We're out of [PII] and also um [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got a leather.
[CUSTOMER][NEUTRAL] From it's supposed to be y'all, but usually the letters I get from you all say American Public Life. They don't say APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it was out of [PII].
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] And it says that you all were going to stop the ducting.
[CUSTOMER][NEUTRAL] Uh, y'all actually stop in October.
[CUSTOMER][NEUTRAL] And that uh
[CUSTOMER][NEUTRAL] If I wanted to continue.
[CUSTOMER][NEUTRAL] I would need to sign that form and send it back.
[AGENT][NEUTRAL] OK, so that sounds like one of two things. We do well at one point we were doing the porting, um.
[AGENT][NEUTRAL] The, is it a cancer policy?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Let me pull up your, your policy, but we were
[CUSTOMER][NEUTRAL] Detail.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Dental care is dental insurance.
[AGENT][NEUTRAL] Dental care. OK. Um, I can take a look at it and see, but yes, we did send out letters supporting the policy. Some of our policy names changed and because the name changed that made a new policy number. So we were just asking if you want to keep the policy, fill out the form and we'll just change it to the new name. That sounds like what that letter might be, but I can check for you.
[CUSTOMER][NEUTRAL] No, it said the deductions were gonna stop.
[CUSTOMER][NEUTRAL] And I was a valued uh client and, and, uh, what would you call it the uh something period for pre-existing conditions they were way better I had another chance. This is my last chance and uh I, I could, I could still keep the insurance uh with the even though I hadn't paid.
[CUSTOMER][NEUTRAL] Because this is October.
[CUSTOMER][NEUTRAL] And uh uh I just got the letter though last week that I could still get it all I need to do is send this form back to y'all.
[AGENT][NEUTRAL] OK, well, yes, that does sound like a form we send out. Um, I can pull up your policy and see what give you specifics, but just from what I'm hearing, yes, we.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEGATIVE] Don't make sense, ma'am, cause y'all still deducting out of my account.
[AGENT][NEUTRAL] Well, ma'am, I can't give you any information unless I see what's going on. I, from what I'm hearing, I, I do understand and yes, that is something that we have sent out, but I don't, I can't give you specifics and I don't have your information here.
[CUSTOMER][NEUTRAL] And never stop.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], may I have a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and on that reference letter, does it have a reference, I'm sorry, on the letter, does it have a reference number or your policy number on there?
[CUSTOMER][NEGATIVE] I don't have the level with me. Uh.
[AGENT][NEUTRAL] OK, what's your policy number?
[CUSTOMER][NEUTRAL] I don't know my policy number.
[AGENT][NEUTRAL] OK, I could look at. OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Scared to call y'all because I don't know who you're dealing with. When you're dealing with crooks, you don't know who to talk to and uh and
[AGENT][NEUTRAL] Well, if you have a policy here, I can look in the notes and it'll say that we sent out a letter and it'll have a copy of the letter in our database. I'm just trying to get to your information.
[CUSTOMER][NEUTRAL] It's yeah, but you know what I'm saying is you got people posing like they y'all and they ain't y'all. So I'm just trying to be careful what I say.
[AGENT][NEUTRAL] Oh, I understand.
[CUSTOMER][NEUTRAL] Uh-huh, cause I don't want anybody getting a hold of my information.
[CUSTOMER][NEUTRAL] I'm trying to see if I have them now.
[CUSTOMER][NEGATIVE] This is not either.
[AGENT][NEUTRAL] I mean, I could look the policy up with your, with your name. Do you spell your last name [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] All right, so I'm just waiting for the policies to come up and the first name, is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so I don't see a policy with the name. Um, the only thing I can suggest is when you get with the letter, give us a call back because this is APL, but um I don't know about the letter. So if you want to give us a call back and read the letter to us.
[CUSTOMER][NEUTRAL] Wait a minute, you gonna have me on there?
[AGENT][NEUTRAL] Oh, hold on, it just popped up. Hold on one second.
[AGENT][NEUTRAL] I went, I moved too fast. Hold on one second, I see your dental policy.
[AGENT][NEUTRAL] OK, um, so I'm looking at the notes. I do see, I have to verify, are you willing to verify?
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] OK, well, there is no way that we can
[CUSTOMER][NEGATIVE] I, I, I don't understand this. I, I don't understand this. You sent me a letter saying that you hadn't deducted from my, uh, uh, my account. I mean, and you started getting money out of my account. I'm looking at my pay thing and it's showing it's being drafted every month.
[AGENT][NEUTRAL] So there
[AGENT][NEGATIVE] There was an error.
[CUSTOMER][NEUTRAL] Consistently, so why would I get a letter saying that?
[AGENT][NEUTRAL] Because there was an error and your account is affected by it because I see it in the notes, but I cannot give you specific information without verifying. If you feel more comfortable giving us a call once you have the letter in front of you, we'll be more than happy to help you. But there was an error with a with a group, several groups, and they have received those letters. There is a note in your
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, policy of the error, but I can't, if you're not willing to verify, I can't go further, but you are speaking to APL. You do have a policy here, and there was an error that occurred.
[CUSTOMER][NEUTRAL] OK. All right then, well, it sounds like they they sent that letter by mistake.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Can I assume that?
[AGENT][NEUTRAL] Yes ma'am, you can assume that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just really careful cause I got a friend that uh work for energy.
[CUSTOMER][NEGATIVE] And somebody called them and told them they were about to cut their lights off. I mean, you just got all kinds of spams out there and, and uh you know energy don't call anybody. And they and they gave them their information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I understand, but you.
[CUSTOMER][NEUTRAL] So that they could uh keep their lights on, they took $800 out of their account.
[CUSTOMER][NEUTRAL] So when you just got all kinds of things going on, you just don't even know when it says American Express, it's not always American Express, that emblem, because you got so many people that do things and so I, I know normally when I get letters from y'all, it don't say APL. It says American Public Life, the ones I've got.
[AGENT][NEUTRAL] Right, I mean, it's the same thing. APL, American Public Life.
[CUSTOMER][NEGATIVE] Yeah, I know it's the same thing, but I'm just suspicious because all these scams out here. That's the bottom line.
[CUSTOMER][NEUTRAL] It's just, you don't know who you're talking to, ma'am.
[AGENT][NEUTRAL] I understand. I just wish I could help you more. I, I, I mean.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Yeah, I get it, I get it, but uh I, I, I, at least that's good to know, you know, and if I feel more comfortable I'll call back and give you the information, but at least I, I, I got that much information, so thank you so much for your time.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am and have a good day.
[AGENT][POSITIVE] You are awesome, thanks for calling APL and Happy [PII].
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] What