AccountId: 011433970860
ContactId: 50e08be0-fd24-4243-aed8-3768c4b937e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310260 ms
Total Talk Time (AGENT): 179074 ms
Total Talk Time (CUSTOMER): 154108 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/50e08be0-fd24-4243-aed8-3768c4b937e0_20241230T15:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][POSITIVE] Hey miss how are you today?
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Hi, my name is, uh, [PII], and I have a policy with WATP, uh.
[CUSTOMER][NEGATIVE] With you all, and I have, um, been out of work for, I have been, I was diagnosed with a prostate cancer.
[CUSTOMER][NEUTRAL] And um I was just trying to see if I was eligible for my, the long term disability. I've been out of work like almost 4 weeks, 4 weeks now.
[AGENT][NEUTRAL] OK, let's see. First, give me, first, give me your phone number just in case we get disconnected, Mr. [PII]. What's that phone number?
[CUSTOMER][NEUTRAL] And I was just trying to see, am I eligible?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, do you have your policy number?
[CUSTOMER][NEGATIVE] No, I don't have it. No, I don't, no, no.
[AGENT][NEUTRAL] OK, we can look it up. Hold on. Let me have your social security number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and verify your mailing address for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one second to see what you got with us. OK, 231-725-8.
[AGENT][NEUTRAL] And 231-722-6. Let's see. I only found two policies for you. So let's see what these are. 023172261. OK, that's your medical one. So let's go and see if the other one is disability. OK.
[AGENT][NEUTRAL] 0231722172.
[AGENT][NEUTRAL] Uh, number one.
[AGENT][NEUTRAL] OK, and then you got a life policy. I only see you have a life policy with us.
[CUSTOMER][NEUTRAL] OK, mm
[AGENT][NEUTRAL] And a medical, a America. I don't see a disability.
[CUSTOMER][NEUTRAL] Go ahead, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Yeah, now I can give you, I.
[CUSTOMER][NEUTRAL] I mean, I got, I got, I got, I got, I got, I got, I, OK, now you said medical, now I got a dental, I got a dental and a vision.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That wouldn't be with us. dinner and vision would be with us, but you do have a medical plan with us and you have a life policy. Now, I can give you [PII]. She's, she's over UTBA and you can call her to see, do you have, do you supposed to have disability with us because as of today I go.
[CUSTOMER][NEUTRAL] And then I got a uh.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got, I got, I got, I got a I got a long term, I got a, I don't have a short term. I got a long term disability which.
[AGENT][NEUTRAL] We only sell short term, so we don't sell long term.
[CUSTOMER][NEUTRAL] OK, well then, OK, OK, OK, so what's the, do, do you got a number that I can call for this? OK, who now, OK, OK, OK, whoa, whoa, whoa, whoa, whoa, so you are who, what, what, what, what's, what's the name of your company?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I got [PII]. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] APL OK, APA. OK, so I need the WTP WTP.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] W T E P A or something like that.
[AGENT][NEUTRAL] I wouldn't know we don't do long term, so I wouldn't know anything about long term that would be through your job, but let me give you your two policy number that you have with us, but if you didn't need to call, you know, somebody need to call about your life and your medical, OK.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so what is, OK, now there's a, there's another one that, that, that, that's over all of you all that who y'all coming up on is it WTPL WTP WTAP.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Damn, I I can't find this information.
[AGENT][NEUTRAL] Web TPA. You're talking about web TPA. That's your, that's your, that's your medical policy number. I can give you that policy number and the number you need to call if you want to know about your medical.
[CUSTOMER][NEUTRAL] Yeah, that's it. That's it, that's it. Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] No, uh, well, it's, it's.
[CUSTOMER][NEUTRAL] Is it, is it, yeah, got to be more careful. I got to find this information. I gotta find my information now.
[AGENT][NEUTRAL] I can give you [PII]. That's over, that's the person that's over [PII] and she can tell you whatever coverage you have with what other company you might have it with. Her name is [PII]. OK, her name is [PII] and the number for her is 877.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that'd be fine.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 472.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5501 and her extension is 204.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you very much I appreciate you ma'am thank you.
[AGENT][POSITIVE] You're welcome. Anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mm, that's it, that's it, that's it, that's it.
[AGENT][POSITIVE] Oh you, you have a wonderful day and thank you for calling American Public Life. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Yeah.