AccountId: 011433970860
ContactId: 5f4bacfd-9999-4e08-9737-341aa80c335a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 557619 ms
Total Talk Time (AGENT): 170581 ms
Total Talk Time (CUSTOMER): 98334 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/5f4bacfd-9999-4e08-9737-341aa80c335a_20250115T16:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. My name is [PII], and I'm, I got a check for an overpay refund.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and everything, uh, on this is spelled incorrect, and I'm not even sure, is this a life insurance policy?
[AGENT][NEUTRAL] Um, so, I mean, American Public Life, we offer several different types of insurance. We do have life, um, all of our insurance is through your employer, so it'd be like secondary medical insurance, uh, group accident, cancer policies.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Um, but I can take a look and see.
[CUSTOMER][NEUTRAL] It's part, it's
[CUSTOMER][NEUTRAL] Yeah, so, um, my policy number.
[CUSTOMER][NEUTRAL] You want that?
[AGENT][NEUTRAL] Mhm. I can take the policy number.
[CUSTOMER][NEUTRAL] OK, my policy number is 02272879.
[AGENT][POSITIVE] Thank you and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you. So I have the policy here.
[AGENT][NEUTRAL] OK. [PII]. OK. And I just need you to verify your um date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yeah, so my date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh, my, my address.
[CUSTOMER][NEUTRAL] You, we have it down as [PII]
[CUSTOMER][NEGATIVE] Which is that's actually incorrect. It's spelled wrong.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then what was the last thing you needed?
[AGENT][NEUTRAL] Well, I asked for email, but I don't see one on file, so it's OK. Um I can correct this um [PII], so I [PII].
[CUSTOMER][NEGATIVE] Yeah, uh, for some reason you have me down as [PII] That's not my, that's not my, that's not my first name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, wait a minute.
[AGENT][NEUTRAL] The refund check that you received, it was for $111.74.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I just want to make sure that was the correct uh check because that's the last thing that's in the notes here. So your first name is [PII], not, I mean, I'm sorry, [PII], [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's yes, it's [PII]. My last name is spelled correct.
[CUSTOMER][NEUTRAL] And I'm assuming that I have this is a
[CUSTOMER][NEUTRAL] Um, secondary, uh, insurance for accidental, uh,
[CUSTOMER][NEUTRAL] Injury
[AGENT][NEUTRAL] Well, so you had two all of the policies are no longer active. You had um a group critical illness policy and a short-term disability policy. Um, both of those policies terms on [PII], um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And so the check, I mean,
[AGENT][NEUTRAL] There are 2 things that I need to do.
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold? I'm just gonna reach out to my team lead, um, because
[AGENT][NEUTRAL] I know with the last name change, we need like the ID and everything, so I'm wondering if I can just change your first name from because it's [PII] in our system and it should be [PII]. I don't know if that's how the group sent it over, but that's gonna give you an issue when you try to cash the check.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's true.
[AGENT][NEUTRAL] Um, so do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yeah, yeah, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, let's see what we do. Let's see what we do. Let's see what we do. Let's check guru.
[AGENT][NEUTRAL] individual.
[AGENT][NEUTRAL] Name.
[AGENT][NEUTRAL] Hm. Any other total name change? Not a well, the last name is right. Uh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mm, not that one.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Well, he got the check.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Claims check sent as.
[AGENT][NEUTRAL] Are you OK to change the first name or?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.