AccountId: 011433970860
ContactId: 42e4e4c8-a4da-46a1-a4ad-9a1a952e2bcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370029 ms
Total Talk Time (AGENT): 131500 ms
Total Talk Time (CUSTOMER): 188697 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/42e4e4c8-a4da-46a1-a4ad-9a1a952e2bcb_20250428T14:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Uh yeah, um, I have a policy there with your company and I had someone call me, um, about a month ago and said something was overlapped and I need to take care of stuff and they were asking me all these questions to where the point I didn't feel comfortable with it. I'm like, I really don't even know who I'm talking to and you're asking me a lot of questions and I just don't feel comfortable so they made an appointment with me supposedly from your.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Insurance place and they were supposed to be here at [PII] on the [PII] and they never showed. And I haven't heard nothing else since and I work a lot and I've got a lot of other stuff going on with my daughter-in-law, so I just haven't had time to call. I took the day off today to see what was going on.
[AGENT][NEUTRAL] OK, um, hm, that's strange because we don't do calls, uh, like we don't go and visit. Um, I can go ahead and check and see if I got any notes in my system indicating about a call made to you. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Not in front of me.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I'm, I'm trying to
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] My daughter-in-law may be really sick and I just had a lot going on and I work 5 days a week and, and I waited. That was my day off. I waited, you know, worrying about did they get in a car accident or they never showed.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, that's really strange.
[CUSTOMER][NEGATIVE] And that was on [PII] that they were. Well, a woman called me and then she called another man on three-way and then I'm like, well, why are two of you calling me asking me all these questions? He said, well, she's just learning, and I said, well, I just don't feel comfortable anymore.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] He said, well, we'll just make an appointment. he said, well, can we do it on FaceTime? I can show you my badge. And I'm like, well, that.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You know, anymore you got to be careful.
[AGENT][NEUTRAL] Yeah, and yeah, mm.
[CUSTOMER][NEUTRAL] So I just made the appointment.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And it was the day we turned the clocks, you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And they never showed. It was for [PII]. I got it right on my calendar.
[AGENT][NEUTRAL] Oh, that's really strange. I, I don't think that will be something we do, um, but, um.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] I got my folder in front of me. Let me see if I can find my policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected, where I can call you back.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I've had this policy for a long time I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What, what happened, this guy that retired from the military, I dated him and we broke up and he paid this for 20 years.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And I didn't even know it.
[CUSTOMER][NEGATIVE] So, I cried so hard when they called me because I didn't even know. I, I never even heard of you guys and I decided to keep it. So I, like I told that guy that called, I said, I haven't gotten anything in the mail that anything was wrong.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Um, my payments come straight out of my bank account, so I can't find my policy number and none of this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, OK. And let me have the spelling of your last name and first name. Maybe I can find it like that.
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment, Ms. [PII].
[AGENT][NEUTRAL] What is your address, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your policy is with American Public Life, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's American Income life.
[AGENT][NEUTRAL] Oh, OK, yeah, you're calling American public life.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] You're calling American Public Life, yes, mhm.
[CUSTOMER][NEUTRAL] Oh, I did.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Well, I looked it up online for [PII] Life and this is the number it gave me so it's not always accurate. Do you have that number or?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, I don't, I can see if I can find a number.
[AGENT][NEUTRAL] American.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] And that was American income life.
[CUSTOMER][NEUTRAL] Yeah, American Income Life Insurance Company.
[AGENT][NEUTRAL] OK. I have a [PII].
[CUSTOMER][NEUTRAL] Hold on [PII], what is it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] and I got this through the website, so I'm not sure if it's accurate, but that's what it came up, OK? It's [PII]. Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Well, I'm sorry I wasted your time. I finally found a nice person to help me and I'm not even in the right spot.
[AGENT][NEUTRAL] No, it's OK. I'm it's OK. I'm so sorry, but yeah, just call that number and see if um if they can assist you, but this one is American Income Life Insurance Company. That's the one that came up for me, OK?
[CUSTOMER][NEGATIVE] OK, thank you very much. I'm sorry I wasted your time.
[AGENT][POSITIVE] You're welcome. No, no, no, don't worry, Ms. [PII]. You have a good day. It's a good week, OK?
[CUSTOMER][NEUTRAL] You do the same. OK, bye.
[AGENT][POSITIVE] Thank you, bye-bye.