AccountId: 011433970860
ContactId: 5a960831-8cb2-4746-aa19-e7ad31f3706b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 642140 ms
Total Talk Time (AGENT): 162890 ms
Total Talk Time (CUSTOMER): 193707 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/5a960831-8cb2-4746-aa19-e7ad31f3706b_20250212T18:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] segment for you.
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII].
[CUSTOMER][NEUTRAL] And I just noticed that um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Payment was withdrawn electronically from my account.
[CUSTOMER][NEUTRAL] Yeah, and the amount of like $543.
[AGENT][NEUTRAL] OK, [PII], let's take a look. Do you have a policy number with us? I can pull that up.
[CUSTOMER][NEUTRAL] No, I'm in my car at the bank.
[CUSTOMER][NEUTRAL] Uh, can, can we figure it out with the number?
[AGENT][NEUTRAL] Yeah, I can look it up by your name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] I can give you my social security number.
[AGENT][NEUTRAL] OK, whenever you're ready, sir.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Uh, thank you so much, [PII]. Give me one moment. Let me take a look here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Can you spell your last name for me, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] All right. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Nothing came up originally by your social so I'm trying by name. You're the you would be the policy holder does is that correct?
[CUSTOMER][NEUTRAL] Yeah, and is is this insurance company for homeowners insurance?
[AGENT][NEUTRAL] Um, APL is medical and like, uh, dental insurance. Is the charge that you see, it comes, it's coming from American Public Life.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, I don't know, it's, I don't understand how I got charged $543. I'm sure it's legitimate. I'm just trying to figure it out.
[AGENT][NEUTRAL] Do you know, I mean, are you familiar with a medical or dental policy you have with American Public Life Insurance?
[AGENT][NEUTRAL] Cause we don't do homeowners insurance.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh OK, that's at first I thought it was a, a 6 month charge for homeowner's insurance that I'd already paid the full year premium on.
[CUSTOMER][NEUTRAL] I, I had no idea that it was dental now it's.
[CUSTOMER][NEUTRAL] It's quite possible that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That I owe 543 for dental because my wife has uh dental issues.
[CUSTOMER][NEUTRAL] But I did.
[CUSTOMER][POSITIVE] That amount surprised me because I usually take care of it at the doctor's office.
[AGENT][NEUTRAL] Does the charge on your bank statement have a company name next to it?
[CUSTOMER][NEUTRAL] Um, oh, hold on, I, I'll look on my because it's was LSIC or something like that.
[CUSTOMER][NEUTRAL] That because they gave me your phone number.
[CUSTOMER][NEUTRAL] For the charge.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] What's your wife's first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I'm still trying to locate something in your name or her name to even validate the charge, um.
[AGENT][NEUTRAL] And you said that the, the statement on the bank, it's, it says APL.
[CUSTOMER][NEUTRAL] Here, let me, I can look at it on my phone real quick. Give me a second.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] I just, I can pull it up while I'm talking to you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, I got glasses in my pocket just one moment.
[CUSTOMER][NEUTRAL] LSIC premium insurance premium.
[AGENT][NEUTRAL] So it says L I S C.
[CUSTOMER][NEUTRAL] L S I C
[AGENT][NEUTRAL] Premium
[CUSTOMER][NEUTRAL] Insurance premium.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] I, I didn't know I had insurance that needed that much money.
[CUSTOMER][NEUTRAL] I, I can they left 4 digits on the end of the.
[CUSTOMER][NEUTRAL] If that's any help LSIC.
[CUSTOMER][NEUTRAL] Premium insurance premium and a bunch of X's 3220.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I mean, I can't, so when I did a search by your
[AGENT][NEGATIVE] Social, nothing came up, [PII], like no policies, no nothing matching your, your name.
[AGENT][NEUTRAL] Um, I did a search.
[CUSTOMER][NEUTRAL] Well that
[CUSTOMER][NEGATIVE] That's why I'm concerned about this $543. I just can't imagine how I'm being debited for that.
[AGENT][NEGATIVE] I mean, I, yeah, I don't, I don't even know that the, I can't even confirm that the charge came from us cause I can't even find anything in your name, you know.
[CUSTOMER][NEUTRAL] Do I hold up?
[CUSTOMER][NEUTRAL] You can
[CUSTOMER][NEUTRAL] OK, can, will you stay on the phone while I take this into my bank right here?
[CUSTOMER][NEUTRAL] For a moment so we can tell her that.
[AGENT][NEUTRAL] Sure, I can
[CUSTOMER][NEUTRAL] Is that I'm right walking in the door right now.
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Hey, miss.
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm still here.
[CUSTOMER][NEUTRAL] OK, I'm with my bank lady right now. Can, can you tell her what you just told me that you got no indication where that charge came from?
[AGENT][NEUTRAL] Yeah, I mean, I just was not able to locate any sort of policy with us under your name or with the information provided, so I don't have any way to validate the charge came from us just because there is no policy I'm able to locate.
[CUSTOMER][NEUTRAL] Well, well, that's, I was concerned about the charge because I didn't, I thought it was a homeowner's insurance, but you're telling me it's like a dental thing.
[CUSTOMER][NEUTRAL] And I don't have dental insurance that requires that kind of premium.
[AGENT][NEUTRAL] I'm just saying that we don't offer homeowners insurance. We only offer medical, dental, yeah, things of those natures. so I am not able to locate a policy in your name. So if you're, you know, if you're not familiar with who that company is, I, yeah, I mean, I would stop the payment. I can't find anything on our side.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But on that.
[CUSTOMER][POSITIVE] Uh, OK, my, my bank lady just heard what you said, so thank you very much.
[AGENT][POSITIVE] You're welcome. Have a blessed day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You