AccountId: 011433970860
ContactId: 54e9f351-6418-4722-9299-99a96c36184b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1180310 ms
Total Talk Time (AGENT): 155118 ms
Total Talk Time (CUSTOMER): 394937 ms
Interruptions: 5
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/54e9f351-6418-4722-9299-99a96c36184b_20250324T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] At home they have both of them. They have one plan.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Uh, yeah, I can hear you now.
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh good morning. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm OK. I was calling um for my mother on behalf of my mother, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, is this regarding her policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, she, um, has been, um, hospitalized several times and had a major surgery and um all that, so I was just calling to do a claim and see what I'll do I need uh to turn into you all, um, you know, for with the policy that she have.
[AGENT][NEUTRAL] OK. Do you have her policy number?
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I think I, I, I'm, I'm, I hope I'm looking at the right one.
[CUSTOMER][NEUTRAL] Uh, one of them is 02.
[CUSTOMER][NEUTRAL] 02680Z34 uh y'all need to be quiet.
[CUSTOMER][NEUTRAL] Is that one of them?
[AGENT][NEUTRAL] Um, let's think.
[CUSTOMER][NEUTRAL] 00, it could be, uh, uh, is this the, uh, hold on, I see it, um, P.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] No, POC 7.
[CUSTOMER][NEUTRAL] F 5 P 8
[AGENT][NEUTRAL] Yeah, it'll just be numbers.
[CUSTOMER][NEUTRAL] Is that the number you're looking for?
[AGENT][NEGATIVE] Wouldn't contain any, it would just be numbers, it wouldn't contain any, uh, letters.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mama, what your um
[CUSTOMER][NEUTRAL] OK, let me see if this it then.
[AGENT][NEUTRAL] Do you have her?
[AGENT][NEUTRAL] Card, uh, OK.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Ma, what your, uh your uh other card, you don't have no card with the number. Would this be one of them [PII]?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I'm looking for your policy number.
[CUSTOMER][NEUTRAL] It ain't in your purse, [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, can I give you her social security number and you probably can pull it up.
[AGENT][NEUTRAL] Yeah, that will work. What's that?
[CUSTOMER][NEUTRAL] I'm trying to go.
[CUSTOMER][NEUTRAL] OK, her uh social security number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I see, uh, I see it on, on one of her, uh, one of the uh things I had filled out before and then I think it was [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But I'm, I'm not for sure that's why I just went on and gave you the um social security number.
[AGENT][NEUTRAL] OK, let me, uh, get in the system. I haven't.
[AGENT][NEUTRAL] System trouble hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] Sorry, it's running slow.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEGATIVE] I'm sorry, it's running slow.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] It's no problem. I've been waiting now it's time I'm, I can wait.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] I know she have um short-term disability and counseling that, and, and it's one more, but I'm not for sure which one it is.
[AGENT][NEUTRAL] Is it through her employer or is it just individuals policies?
[CUSTOMER][NEUTRAL] Uh, it's just individual now cause, uh, um, she, uh, you know, do it where they take it out of her account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Was that [PII]?
[CUSTOMER][NEUTRAL] You said what now?
[AGENT][NEUTRAL] Her, her name is
[CUSTOMER][POSITIVE] Yes, ma'am, that's correct. [PII]
[CUSTOMER][NEUTRAL] [PII]. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I was just trying to file a claim and um see what our paperwork. I know I'm probably gonna need medical records and all that, but I was just, you know, trying to kinda see what um what all I need to do to get it started.
[AGENT][NEUTRAL] OK, I found the policy. I'm pulling it up.
[AGENT][NEUTRAL] Right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] Don't worry about it. I think she found it.
[CUSTOMER][NEUTRAL] And I need your policy numbers not this this.
[CUSTOMER][NEUTRAL] I think she pawed it though.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That what you gave me your social security number.
[AGENT][NEUTRAL] Well, I'm pulling up
[AGENT][NEUTRAL] I'm pulling up one policy, but I'm having trouble finding what she has active. Hold on just a second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Because I have um
[CUSTOMER][NEUTRAL] Some paperwork uh that one time before that um when I had filled out paperwork for one time before when she had cancer and I know I'm looking at a cancel policy and I'm looking at short term disability.
[CUSTOMER][NEUTRAL] But I think she have another one, as well.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, I'm, I'm not seeing, let's see, let me look at something real quick.
[AGENT][NEUTRAL] When was the last time you filed a claim on it?
[CUSTOMER][NEUTRAL] Oh, when the, uh the last time, um, we saw that claim when you had canceled one or you have, you ain't never filed nothing else has. Well, that was way back in um.
[CUSTOMER][NEUTRAL] If I'm correct, I'm looking at the paperwork, um, that was in um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yeah, cause I don't, I don't show any claim. I don't.
[CUSTOMER][NEUTRAL] Is that the same that you're looking at?
[AGENT][NEGATIVE] Yeah, I don't show anything active. It looks like everything's lapsed.
[AGENT][NEUTRAL] Um, the last plan that we had, that was, yeah, looks like a.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Believe the cancer policy and that um terminated [PII].
[CUSTOMER][NEUTRAL] You said it was terminated in team 12,020.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, but they've been, they've been taking, uh, they, they take money out of her account uh each month?
[AGENT][NEUTRAL] Do you know how much it they're taking out?
[CUSTOMER][NEUTRAL] What is uh the thing you showed me, I know one of them was 40, each, each, each one of them has been like, it's like 40 something. One was like one was 48, 1 was like 43, huh? 11 was 146 $46 another one.
[CUSTOMER][NEUTRAL] She said for $36 and some.
[AGENT][NEUTRAL] And that's being
[CUSTOMER][NEUTRAL] Well, she just had shoulder too.
[AGENT][NEUTRAL] Deducted by APL.
[CUSTOMER][NEUTRAL] And uh it, hold on, let me get let me get her phone.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And she said it's been deducted from AO APL cause she said it she said because they take it out um each each month or around about the 20 something. Hold on, let me see if I can pull it up.
[CUSTOMER][NEUTRAL] Yeah, it's um.
[CUSTOMER][NEUTRAL] Yeah, they take out 4823.
[CUSTOMER][NEUTRAL] Um, they take out 4680 and they take out 3796.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] They just took a payment out on [PII] or [PII].
[AGENT][NEUTRAL] Let me, um, let me place you on a brief hold and I'm gonna check something, OK?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, cause it's showing Affleck.
[AGENT][NEUTRAL] OK. Hold on just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, sorry about that. Can you hear me?
[CUSTOMER][NEUTRAL] Uh-huh. No. Yes, ma'am, I can.
[AGENT][NEUTRAL] OK, I think so I'm I'm confused what's going on with her account because I don't show any information loaded so.
[CUSTOMER][NEUTRAL] And so you wanna be.
[AGENT][NEUTRAL] Um, I'm gonna get you over to customer service and um.
[CUSTOMER][NEUTRAL] Cause I'm looking at, I'm looking at, uh, I, I don't mean to cut you off but because I'm looking at uh three different uh numbers uh 02680 Z34 and they had on uh on to the side [PII] then there was another number [PII].
[CUSTOMER][NEUTRAL] And another one on [PII] uh uh it was different, three different numbers but uh I just looked at uh her on her phone where uh it's showing where it take it out of her account and they got on that [PII] uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it has Affleck.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, because we're, we're American Public Life. We're not Aflac.
[CUSTOMER][NEUTRAL] like
[CUSTOMER][POSITIVE] Oh, I'm, you know what, I am so sorry.
[CUSTOMER][POSITIVE] I'm sorry. You are you correct uh.
[AGENT][NEUTRAL] No, is it, is it
[AGENT][NEUTRAL] OK, is it Aflac?
[CUSTOMER][POSITIVE] Yes ma'am, it's Affleck. I'm sorry. I'm, I'm, I'm calling you all. I'm so sorry. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, you're, you're totally fine. I was just like, what, I don't know what's going on cause I don't see anything in here. So that makes, that makes me feel better.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And and and and see it's, it's, it's like two different I'm sorry, let me, let me call.
[AGENT][NEUTRAL] OK. No, you're fine.
[AGENT][POSITIVE] You're totally fine.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm looking at two different, two different numbers. I'm gonna, I'm so sorry, but thank you, thank you though.
[AGENT][POSITIVE] OK. You're totally fine. OK. Thank you. Have a good day. Bye.
[CUSTOMER][NEUTRAL] Bye bye uh huh bye bye.