AccountId: 011433970860
ContactId: 4241d85b-8077-4142-bab1-47d2613e6f6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 764179 ms
Total Talk Time (AGENT): 391238 ms
Total Talk Time (CUSTOMER): 240426 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/4241d85b-8077-4142-bab1-47d2613e6f6c_20250527T18:39_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] Hi [PII], I'm just curious because uh I got to, I guess their invoices regarding for me and I've never heard of your services ever so I'm kind of like how how do how do we know each other and if not what legal action do I have to take against you guys?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, well, may I have, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Uh yeah, sure, but before that, uh, I mean, are you a scam? I'm, I'm just gonna ask because I, I'm, I'm recording this so I can like find out who, who you people are. Like I don't know who.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] So all of our insurance policies are through, I'm sorry?
[CUSTOMER][NEUTRAL] OK, so you're, you're saying that.
[CUSTOMER][NEUTRAL] No, I'm just writing down what you're saying.
[AGENT][NEUTRAL] All of
[AGENT][NEUTRAL] OK, so this is American Public Life. We're not a scam. All of our insurance companies or all of our insurance policies are through employers, so their group policies that can be group accident, cancer, um, short-term disability. We have several different uh group policies through your employer. Um, so if I don't know if you've recently had a job change or enrolled in benefits, but that would be the only way that you can enroll. We don't like offer to an individual. It's only through.
[AGENT][NEUTRAL] Employers.
[CUSTOMER][NEUTRAL] OK, so I am a teacher and I am I did apply like in October for for all this, so that does check out but why why are why are and why am I getting charged externally by you guys?
[AGENT][NEUTRAL] Um, you shouldn't be for the most part, our policies are through payroll deduction unless like when people retire they switch over to like have it through bank draft or something, but you shouldn't, I, I don't know why you would be receiving an invoice. I mean, I can look at the, look up the policy for you, but unless it's payroll deduction, it's usually through like bank draft.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But it wouldn't
[CUSTOMER][NEGATIVE] Can, can we just look it up because it, uh, it's, it's like I got two of them and I don't want it to grow and then somebody is like, oh well, why didn't you do anything about it sooner, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, so do you, did you receive an ID card? I can ask you for the policy number. What do you have there?
[CUSTOMER][NEUTRAL] I just got a letter that says under this number just checking this check or whatever you you you owe this much amount of money.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I can well sure I can search.
[CUSTOMER][NEUTRAL] Am I even in your
[AGENT][NEUTRAL] That's what I'm looking for. I can search with your first and last name.
[CUSTOMER][NEUTRAL] OK, let's let's just look that up, uh.
[CUSTOMER][NEUTRAL] For [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And the phone broke up. Did you say your first name was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if any of these are yours. Are you in [PII]?
[CUSTOMER][NEUTRAL] Am I in what? Oh, in [PII]? Yeah.
[AGENT][NEUTRAL] OK, so let me see if I'm asking because we only have 3 policies with [PII], but they're all in [PII]. Oh, and they're the same social, so this is you. Hold on one second.
[AGENT][NEUTRAL] Let me just pull up one.
[CUSTOMER][NEUTRAL] Yeah, that to be me.
[CUSTOMER][NEUTRAL] Because I've been doing this for 3 years so.
[AGENT][NEUTRAL] OK, um, so I, let me see how I can do this. I mean, we can verify if you're comfortable, but let me see if there's a way I can.
[AGENT][NEGATIVE] Wait, these policies are no
[CUSTOMER][NEGATIVE] Uh, I don't, I don't understand. Hold on, I don't understand. So am I in the system or not?
[AGENT][NEUTRAL] Yes, sir, you're in the system. The reason that I'm hesitating is because the policies that we have here are lapsed, so I'm trying to understand why something would be coming out of anything if it's from us. Um, but it just to ease your mind, um,
[AGENT][NEUTRAL] This policy or these policies, the the
[AGENT][NEUTRAL] Employer on here it says ESC20 Benefits cooperative.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And it's from um.
[AGENT][NEUTRAL] That's what's listed as the employer, that could be a staffing agency, um.
[CUSTOMER][NEUTRAL] Yeah, I, I, I know who that is. It's definitely my school. I just wanna know why I'm being charged and I wanna know, um, I just wanna know if I have to pay it, cause like that's all I wanna know.
[AGENT][NEUTRAL] OK, so, uh, the reason why I'm hesitating like this is because you're thinking that we're a scam. So are you comfortable now to verify so that we can get into the policy?
[CUSTOMER][NEUTRAL] Uh, so there is, so there is a reason, right?
[AGENT][NEUTRAL] I don't know. I have to look through notes and things, but I have to.
[AGENT][NEUTRAL] I can't get we're kind of walking on eggshells. So are you comfortable enough with verifying so that I can get into the policy to get to your answer? If not, I can kind of search around and give.
[CUSTOMER][NEUTRAL] I mean, I mean,
[CUSTOMER][NEUTRAL] I, I get it, but I mean you gotta see it from my side too, like there's a lot of scamming out there like right now, so I just gotta be sure like you did say the, the employer, so I believe you now, yeah, let's just figure it out. I just wanna know if I have to pay it or not, that's it.
[AGENT][NEUTRAL] OK, so can you verify your date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] OK, uh, [PII] address on file [PII]. Was that all correct?
[AGENT][POSITIVE] Yes sir, that's correct. So the
[AGENT][NEUTRAL] The last policy that you had with us was back in [PII].
[AGENT][NEUTRAL] And it was on payroll deduction, so what, hold on let me look through the notes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Even if there was a, the, the reason why I'm going like this is because even if there was a payment, you're on payroll deduction, so it would be coming from.
[AGENT][NEUTRAL] Excuse me, your employer.
[AGENT][NEUTRAL] Your employer pulls it out of payroll and then a third party pays us. So it's not even like we're going into your account. I, I don't know, trying to see where this payment is coming from.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Is there a chance that the the letter itself is somebody pretending to be you guys? because I got the phone number, this phone number that I called you from, I got that from from them. I got it from the paper.
[AGENT][NEUTRAL] What does the letter, do you have it there with you?
[CUSTOMER][POSITIVE] And it looks pretty
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Have it right.
[CUSTOMER][NEGATIVE] You know what? I'm gonna call back with it because that that that's really the thing that it has a policy number, like it has a number on it. There, there's a freaking case number on it and there's two of them, and they're both dated from [PII] specifically.
[AGENT][NEUTRAL] OK, so it could, so.
[CUSTOMER][NEUTRAL] There's nothing on that my.
[AGENT][NEUTRAL] So it's either one of two things. Either you have current insurance now, but it's not through like your employer, it's not with us, and that's what that letter is for, or it could, I don't want to say something's going on and it's not, but because we haven't even billed anything since August of last year, just, I'm just looking through your policies. Um, that was the last and that was paid, so there.
[AGENT][NEUTRAL] There's like no balance here with us. That's the only thing that I can think of if it's your current insurance and
[AGENT][NEUTRAL] Because these policies are not active with APL, but that doesn't mean you don't have coverage right now. It could just be another company.
[CUSTOMER][NEUTRAL] Uh, OK, so I still don't really understand. So you're saying that that what you think it could be is that I have new insurance, which I don't, that that's why I'm getting these, but is there another thing that it could be or no? That, that's the only thing it could be?
[AGENT][NEUTRAL] That's the only thing that I can see because your policies with APL have not been active since September. You have an accident policy and two cancer policies. The accident policy and your last cancer policy, both terms in [PII], then you had a um
[AGENT][NEUTRAL] Previous cancer.
[CUSTOMER][NEUTRAL] Well, I, I dropped, I dropped the.
[CUSTOMER][NEGATIVE] I, I dropped somebody on my account like they're not there anymore. I removed them. Does that have anything to do with it?
[AGENT][NEUTRAL] Um, because the policies here with us are closed like completely, like they're not active at all. So if, but if you're saying that you don't have any other insurance, then I then no, I don't, I don't know why you're receiving that letter, but it's saying that it's from APL.
[CUSTOMER][NEUTRAL] How how
[CUSTOMER][NEUTRAL] Yeah, how recent were they closed?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me look through all the correspondence that we sent out.
[CUSTOMER][NEUTRAL] Oh dude, I don't, I don't know.
[CUSTOMER][NEUTRAL] I, I don't know what that is. I have no idea. I don't know what that is, like, like, what do I do? Do I just ignore these letters then, or do I just
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Let's do this. On that letter, does it have a reference number because you have 3 policies here. I'm gonna look through, you know what, it doesn't even matter. I'm gonna look through each of them and I'll just check the correspo like the outgoing mail to see if we sent anything.
[CUSTOMER][NEUTRAL] Yeah, yeah, please, please, because I, I, there's two of them and they, they're both confusing to me. I was, I thought it would show up on your system. That's, that's why I'm a little confused too.
[AGENT][NEUTRAL] Well, that's what I'm looking up now. If we sent out any mail or anything, um, that's what I'm looking for now to see what we, what we sent out if we sent anything out. But there's nothing here. We haven't sent anything out since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so I'm starting to think that.
[CUSTOMER][NEGATIVE] Either those letters that were sent were errors or they were sent a long time ago and it just barely got to me.
[AGENT][NEUTRAL] That could be too. Look at the data. Yeah, that could be.
[CUSTOMER][NEGATIVE] Because my address was wrong for a while.
[AGENT][NEUTRAL] Because I just checked all three of the um policies that you did have with us just to see if we sent anything out from any of them, but they all say [PII].
[CUSTOMER][NEGATIVE] Well, it doesn't make any sense because the dates that are on the, the, the letters they're [PII].
[CUSTOMER][NEUTRAL] You see, like, like
[CUSTOMER][NEUTRAL] It it got sent at the beginning of the month like.
[CUSTOMER][NEUTRAL] Uh, I'm just gonna call back later whenever the papers in front of me, because, but I'm pretty sure I'm, I mean I'm not gonna pay it, because now I know where it's coming from.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, no, I definitely want to make a payment until you figure, until we figure out what it is for sure. But yeah, if it says APL on it, definitely give us a call and we can help you figure it out, um.
[CUSTOMER][NEUTRAL] Or do you think there's a chance that.
[CUSTOMER][NEUTRAL] Well, is, is there a chance would that happen too if, if the employer's letting you go?
[AGENT][NEUTRAL] If the employer is letting us go, you wouldn't receive a
[AGENT][NEUTRAL] If the employer is letting us go.
[CUSTOMER][NEUTRAL] You wouldn't receive anything, right?
[AGENT][NEUTRAL] I mean, you might receive something from them saying, hey, we're changing companies or something like that.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEGATIVE] But no.
[CUSTOMER][POSITIVE] All right, I'm uh I'll, I'll just call back later when I have it in front of me then, that way it'll be a lot clearer.
[AGENT][NEUTRAL] OK, well, I'm [PII]. I'm the only [PII] here. I'm getting ready to note your policy, so whether you get me or somebody else, um, they'll be able to pick up where we left off, but I'm the only [PII] here, so they'll be able to get you to me if you need, if you like.
[CUSTOMER][POSITIVE] All right, I appreciate you ma'am thank you so much.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Well, thanks for calling APL. All right.
[CUSTOMER][NEUTRAL] Alright, see you, talk to you later then bye.