AccountId: 011433970860
ContactId: 440f8bf8-3fc0-4e96-8a01-19d3819b2b4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299540 ms
Total Talk Time (AGENT): 81221 ms
Total Talk Time (CUSTOMER): 119651 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/440f8bf8-3fc0-4e96-8a01-19d3819b2b4d_20250113T14:40_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I, we're trying to get our online access set up, um, it, it's my husband's policy. I'm, I'm on the policy, but we tried to set it up the other night and it was saying, it said he couldn't find his, we put all his information and it said we couldn't find.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] They couldn't find it so I don't the user was not found yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we can, we can help you. What is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, I have the
[CUSTOMER][NEUTRAL] Member ID.
[CUSTOMER][NEUTRAL] That's all I have.
[AGENT][NEUTRAL] Does that start with a D or a 0?
[CUSTOMER][NEUTRAL] Um, the member ID starts with a 6.
[AGENT][NEUTRAL] OK. And you said it's under your spouse's name. What's his first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And spell the last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] In what state do you reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, can I get a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you, give me one moment to locate the account, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you go, you shop.
[CUSTOMER][NEUTRAL] And you throw your buggy to the side and they load it on one of those and bring it out to you. Cause like.
[CUSTOMER][NEUTRAL] You uh W Gregor.
[CUSTOMER][NEUTRAL] You better not drop the cracker.
[CUSTOMER][NEUTRAL] And you did it.
[CUSTOMER][NEUTRAL] Some water?
[CUSTOMER][NEUTRAL] Water
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] When was the policy active or effective date?
[CUSTOMER][NEUTRAL] It should have started [PII] [PII].
[AGENT][NEUTRAL] OK, who is the employer?
[CUSTOMER][NEUTRAL] It's blue. is it? It's actually not through his employer. I don't know why I said that.
[CUSTOMER][NEUTRAL] I forgot it, yeah.
[AGENT][NEUTRAL] Who is it through?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That it be this person. Uh, the name that he was given is [PII], um.
[CUSTOMER][NEUTRAL] sales I guess a sales person.
[AGENT][NEUTRAL] Did he enroll online?
[CUSTOMER][NEUTRAL] Over the phone over the phone.
[AGENT][NEUTRAL] OK, I'm not showing anything under an [PII] in [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] G
[CUSTOMER][NEUTRAL] Yeah, whoever he spoke to, um, he got a name and a number, he got the customer service number, a security code, a member ID and then just what the payment was gonna be.
[AGENT][NEUTRAL] What member ID number did you, did they, did, were you given?
[CUSTOMER][NEUTRAL] Um, so it's 683-297-011.
[AGENT][NEUTRAL] And it's with American Public Life?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, he may wanna call the agent back. um, that is not an APL policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We will try that.
[AGENT][NEUTRAL] OK, and, um, do you know the agent's name?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, um, well, he was [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I have the phone number.
[AGENT][NEUTRAL] Yeah, I don't need that. I was just kind of for my documentation purposes and does he, did he say what agency he's with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't remember. He says he doesn't know for that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] When you call back, get that information and that number is it um the 6832.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 797-00011 is not an APL um policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we will try that.
[AGENT][NEUTRAL] OK, alrighty, thank you. Do you have, do you have any questions, other questions?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK, alright, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.