AccountId: 011433970860
ContactId: 4a925ecf-85d0-445c-be5f-ce9e40733e1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1181619 ms
Total Talk Time (AGENT): 577558 ms
Total Talk Time (CUSTOMER): 293147 ms
Interruptions: 7
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/4a925ecf-85d0-445c-be5f-ce9e40733e1b_20250626T12:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling from the city of [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you today?
[CUSTOMER][NEUTRAL] Good thanks. I was calling one of my employees just came to my office and wanted to cancel his um policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're wanting to find out how to go about doing that?
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the group number first off?
[CUSTOMER][NEUTRAL] Um, group number, let's see.
[CUSTOMER][NEUTRAL] Where would it be on my bill? mm, first page maybe.
[AGENT][NEUTRAL] It would be on the first page. Uh-huh.
[CUSTOMER][NEUTRAL] 14982.
[AGENT][NEUTRAL] OK, thank you. So first off, give me a moment to get the group's information pulled up. I will have to verify several things with you on the group first and.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] For security, so just a moment.
[AGENT][NEUTRAL] OK, so first off, if you could please verify the group's address.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you and the primary contact for the group's email?
[AGENT][NEUTRAL] And name?
[CUSTOMER][NEUTRAL] It's either [PII] or myself or [PII].
[AGENT][NEUTRAL] OK, I'm so sorry, [PII], I can barely hear you. I don't know what happened, but I could.
[CUSTOMER][NEUTRAL] It's either myself, either myself, [PII] or my director [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so what is [PII]'s email?
[CUSTOMER][NEUTRAL] It is let's see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bear with me here while I get it.
[AGENT][NEUTRAL] Oh, you're fine. Yeah, you're fine.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] OK, thank you so much. And then your email address, please, please, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and who is the member that you are needing to get the cancellation information on then?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] And he's the employee, is that correct?
[CUSTOMER][POSITIVE] He's the employee, correct, yeah.
[AGENT][NEUTRAL] OK, now, I don't show that he is covered under this policy. Do you have his policy number?
[AGENT][NEUTRAL] And what's his date of birth? Oh, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] 816.
[CUSTOMER][NEUTRAL] Can I, which one would you like?
[AGENT][NEUTRAL] First off his date of birth.
[CUSTOMER][NEUTRAL] OK, let's see what that is.
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK. So with APL under City Beford, he does not have a policy with us.
[AGENT][NEUTRAL] [PII], date of birth, [PII].
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][NEGATIVE] Why is he on my bill? Why am I paying for him?
[AGENT][NEUTRAL] And that's the American Public Life Insurance?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what's the invoice number?
[CUSTOMER][NEUTRAL] It is 830-700.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Now that's not, let me get back to your group's information, but that's not gonna be well.
[AGENT][NEUTRAL] Uh, that that invoice number.
[AGENT][NEUTRAL] Is not showing as an APL.
[AGENT][NEUTRAL] Invoice number.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Uh, give me one second. I'm double checking again.
[CUSTOMER][NEUTRAL] I'm looking at it right in front of me.
[AGENT][NEUTRAL] And it says American Public Life Insurance.
[CUSTOMER][NEUTRAL] APL right? American Public Life, yes.
[CUSTOMER][NEUTRAL] Expanding the benefits horizon is that you guys?
[AGENT][NEGATIVE] Yes, but that invoice number is not even under this group number.
[CUSTOMER][NEUTRAL] I'm looking right at it it's on your.
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] OK, let me pull up the group and what's the month? What's the date on that invoice?
[CUSTOMER][NEUTRAL] The date is [PII].
[AGENT][NEUTRAL] OK, let me pull up uh the invoice for April.
[AGENT][NEUTRAL] So on your bill, I, I just, I'm, I'm so confused, [PII] at this point. So on the first page, it says APL American Public Life Insurance, our logo is at the top left.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And then what does it have as the invoice date?
[CUSTOMER][NEUTRAL] 41.
[CUSTOMER][NEUTRAL] How about any invoices? Do you have any invoices for us?
[AGENT][NEUTRAL] Yeah, but I don't have him listed. Yes, that group number is valid, but I don't see this gentleman, and what's the total on your invoice?
[CUSTOMER][NEGATIVE] We don't even show as a customer?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 18,820.
[CUSTOMER][NEUTRAL] You don't see a [PII] listed on the invoice? He's the first one.
[AGENT][NEUTRAL] I, I don't know.
[CUSTOMER][NEUTRAL] There's only 12345 people on our invoice.
[AGENT][NEUTRAL] No, I don't.
[CUSTOMER][NEUTRAL] Who do you have on your invoice?
[AGENT][NEUTRAL] Uh, let's
[AGENT][NEUTRAL] I'm just trying to find one that said that the one that stated 41.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] I'm looking at each of these invoices.
[AGENT][NEUTRAL] I see a 424.
[AGENT][NEUTRAL] I mean, the only active member that I see is a [PII].
[AGENT][NEUTRAL] With that under this group.
[AGENT][NEUTRAL] And you're saying you're
[CUSTOMER][NEUTRAL] Would you like me to email you the invoice I'm looking at? How about that instead of.
[AGENT][NEUTRAL] Yes, it's, yeah, why don't you do that and
[CUSTOMER][NEUTRAL] This is
[AGENT][NEUTRAL] If OK and request the cancellation in that invoice in that email that you send with your.
[CUSTOMER][NEUTRAL] I was just gonna send the email to you so you can pull it up, no?
[AGENT][NEUTRAL] You can't send, yes, and you can't send it directly to me. I'm so sorry. You'll have to send that to care.
[CUSTOMER][NEUTRAL] I, I cannot, is that what you said?
[AGENT][NEUTRAL] I cannot directly to me. Yes, ma'am. Now.
[AGENT][NEUTRAL] Given the circumstances, I will try and connect you with someone instead of having someone call you back, but I don't that invoice number that you're providing for me, I can't see that.
[AGENT][NEUTRAL] I don't know, and you're saying that it says American Public Life, but that invoice number.
[AGENT][NEUTRAL] Uh, I'm not able to.
[CUSTOMER][NEUTRAL] Is there a more current invoice that you could pull up?
[AGENT][NEUTRAL] Uh, I'm any, yeah, but under when I searched this group for you all, City of Beddeford under that group number, we, we, I don't, there's no one listed by that name.
[CUSTOMER][NEUTRAL] What about the latest invoice?
[AGENT][NEUTRAL] Even when I look at all policies that are no longer active, there's only 2.
[AGENT][NEUTRAL] That shows a [PII] and a [PII].
[CUSTOMER][NEUTRAL] For policies that are no longer active.
[AGENT][NEUTRAL] Now, ma'am, one policy is and one policy is not. [PII] says is the only active employee.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] He's not even on my invoice.
[AGENT][NEUTRAL] Uh, I'm just wondering.
[AGENT][NEUTRAL] And it says American Public Life Insurance.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] It says American Public Life, yeah, APL and underneath it it says American Public Life expanding the benefits horizon. Is that what your invoices say?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I just don't really.
[CUSTOMER][NEGATIVE] Getting frustrated here.
[AGENT][NEUTRAL] Yes, and I'm, I'm sorry, [PII], me too, because I can't see what you see.
[AGENT][NEUTRAL] And I'm searched every invoice looking for that and invoice number so under on the right side of your screen or on the right side of the page one of the invoice it says important note.
[AGENT][NEUTRAL] And the address, OK, city.
[CUSTOMER][NEUTRAL] Correct. The address to return your payment. APL has changed. Please update your records.
[AGENT][NEUTRAL] OK, and then it has City of [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII], yup.
[AGENT][NEUTRAL] OK, so I can't, I'm so sorry. I can't answer that. I'm at a loss, but I'll be happy to connect you with someone who can in our specific billing division, [PII] to see if they can locate that for you, OK?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Please.
[AGENT][POSITIVE] And again, I'm sorry that I couldn't find it. Is there anything else that I can help you with first?
[CUSTOMER][POSITIVE] Sure, thank you.
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and I hope that you have a very nice day.
[CUSTOMER][NEUTRAL] You're transferring me, correct?
[AGENT][NEUTRAL] I am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. So one moment, please.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. It's [PII]. How are you this morning?
[CUSTOMER][POSITIVE] I'm good, [PII], how are you?
[AGENT][NEUTRAL] Well, I'm really um
[AGENT][NEGATIVE] I'm confused and I'm frustrated because this lady is
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] This invoice uh.
[AGENT][NEUTRAL] OK, hold on just a second.
[AGENT][NEUTRAL] I have the admin for group 14982.
[CUSTOMER][NEUTRAL] You your phone?
[AGENT][NEUTRAL] On the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and looking under the group number and.
[AGENT][NEUTRAL] The system
[AGENT][NEGATIVE] This group only has one active employee. I've even looked under all.
[AGENT][NEUTRAL] I, I've looked under every category.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She gave me an invoice number of 830,700.
[CUSTOMER][NEUTRAL] Just one active employee?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 7,830,700. OK.
[AGENT][NEUTRAL] And but now I can't see that. I mean you see this invoice has several people on it?
[AGENT][NEUTRAL] But those people aren't listed under.
[CUSTOMER][NEGATIVE] That was hard.
[AGENT][NEUTRAL] Huh?
[CUSTOMER][NEGATIVE] Yeah, they're not listed. I see that as paid, but they're not.
[AGENT][NEGATIVE] So where do these people come from? Because one of these people are needing to be canceled, but I can't, I can't, anyway, she's getting upset, so that's why I'm not, didn't send a hub ticket.
[CUSTOMER][NEUTRAL] Um, I have no idea.
[AGENT][NEUTRAL] They're called
[AGENT][NEUTRAL] To
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To call back.
[CUSTOMER][NEUTRAL] Yeah, I understand what you're saying because it's not even.
[AGENT][NEGATIVE] The products look like accident and the products for one person isn't.
[CUSTOMER][NEGATIVE] They're not even
[AGENT][NEUTRAL] Mm, and that invoice number is not on GRMAI.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Mmm, it's not. And then when you go to the group and then you put all these people aren't even on the group or never have been.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEGATIVE] I don't, and she's frustrated because she has the invoice. She has the invoice so I don't, and she's wanting.
[CUSTOMER][NEGATIVE] I, I hate.
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEUTRAL] I know, I did it. I
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEGATIVE] And I, she's, like I said, she's too frustrated to ask for a call back.
[CUSTOMER][NEUTRAL] I mean, I'm gonna have to tell her I'll have to call her back because it's gonna require research because I have no idea where that's coming so.
[AGENT][NEGATIVE] I mean, there's no indication that this is under, and I can't even get another line screen to open up. The way I'm having to open up my line screens now takes 45 days and I'm not asking IT about it again.
[CUSTOMER][POSITIVE] Bless your heart.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII], I'm sorry I have.
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] Yeah, I mean, it's, I can't even.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I was gonna see if she's under company 22.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But there's no indication that that's the case. I mean, that's.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Yeah, let me look, hold on, I can.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] Come on, my OK. I'm really trying, I promise. I'm, I'm, I'm trying to get this company to meet you.
[AGENT][NEGATIVE] Uh, I believe you. I mean, like I said, I'm trying to get another line to screen to open up and it, it won't do a thing.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK. All right, here we go. One minute. Let me see if I can find anything on [PII].
[CUSTOMER][NEUTRAL] Yeah, they're they're they're in [PII].
[AGENT][NEUTRAL] Yes. Uh uh.
[CUSTOMER][NEUTRAL] Yeah, let me get it.
[AGENT][NEUTRAL] OK. So, when you, when you speak to her, [PII],
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you just please let her know.
[AGENT][NEUTRAL] Well, I'll just, no, I'll tell her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I can do it if you need me to [PII]. I don't.
[AGENT][NEUTRAL] It don't mind, I was just gonna say, you know, if you would speak to her and just let her know that they were under an area that I could not see, I can just tell her to send an email to the care team for him. That's fine.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You sure?
[AGENT][POSITIVE] Uh, yeah, yeah, yeah. I've been in deep water for 4 weeks, drowning, so, yeah, I'll be happy to tell her that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, [PII]. Well, thank you for looking.
[CUSTOMER][POSITIVE] All right. Well, I hope you have a better day.
[AGENT][POSITIVE] All right, I appreciate you, girl. Have a good day.
[CUSTOMER][POSITIVE] You're so welcome, [PII]. I hope you have a great day, sweetie.
[AGENT][NEUTRAL] All right. Bye, [PII].
[CUSTOMER][POSITIVE] You too too.
[AGENT][NEUTRAL] Hi, [PII], this is still [PII]. OK, so I was, did a little deeper research before I tried to transfer you to someone else. So I have located this member.
[AGENT][NEUTRAL] Um, and it's under the policy. It's just how it's in our system. It's um because of it's an old, um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] They just had these a long time so it was in a different side of our company system that I could see.
[AGENT][NEUTRAL] So what you'll need to do to remove um Mr. [PII].
[AGENT][NEUTRAL] You can send an email.
[AGENT][NEUTRAL] To our care team.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So care team at [PII].
[AGENT][NEUTRAL] Yes, ma'am. And you have his policy number there.
[AGENT][NEUTRAL] And if you can
[CUSTOMER][NEUTRAL] Say the last again uh uh sorry, care team at what?
[AGENT][NEUTRAL] No, you're fine. A M.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect, OK.
[AGENT][NEUTRAL] And just you know put the request you like a confirmation once that has been done, you can include that lien in your email and then someone will reach out to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have his policy number there also, is that correct?
[AGENT][NEUTRAL] On your invoice, yes, ma'am. And so if you'll just reference that as well and.
[CUSTOMER][POSITIVE] Certainly do on the bill, yep.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That group number.
[CUSTOMER][NEUTRAL] Will do.
[AGENT][POSITIVE] OK. Well, I'm sorry about the confusion. It just took a little time to locate that one. So, is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I hope that you have a very nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye