AccountId: 011433970860
ContactId: 61b957a4-cb35-4173-9c0f-d77d366b8422
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334959 ms
Total Talk Time (AGENT): 195527 ms
Total Talk Time (CUSTOMER): 150532 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/61b957a4-cb35-4173-9c0f-d77d366b8422_20250207T20:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need that.
[CUSTOMER][NEUTRAL] Uh, hi, yes, uh, my name is [PII].
[CUSTOMER][NEUTRAL] And uh I'm just confirming that me and my wife have life insurance through you guys. I just started a job.
[CUSTOMER][NEUTRAL] And they said
[CUSTOMER][NEUTRAL] There's potential like the, I might have missed the check mark on the paperwork.
[AGENT][NEUTRAL] OK, so [PII], did you say that your last name is [PII]? Is that correct?
[CUSTOMER][NEUTRAL] No, no, it's [PII]
[AGENT][NEUTRAL] Oh, I'm so sorry. I completely misheard that, Mr. [PII].
[CUSTOMER][NEUTRAL] 00 no, you're fine, you're fine.
[AGENT][NEUTRAL] OK, and so you're just wanting to confirm if you and your wife have coverage with APL. Is that correct?
[CUSTOMER][POSITIVE] Correct, correct, yes.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And Mr. [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And then um do you have a policy number or if not, I can try and locate it with your social if you're the primary policy holder.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, uh, yeah, I'm, I don't have a policy number because like I said I just started working there two weeks ago, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], so what is your full social and I can try to see if we've received any enrollment information for you yet.
[CUSTOMER][NEUTRAL] OK, so it is [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][POSITIVE] I like that.
[AGENT][NEUTRAL] OK, so I'm just gonna repeat this to make sure I did hear you correctly. [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so as of right now, Mr. [PII], I'm not able to locate anything in our system under that social. Who do you work for?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, uh, I work for, uh, I think it's, well, the company names, uh, Ruskins, but I think it came through DTC. Does that make, does that sound familiar to you?
[AGENT][NEUTRAL] Uh, no, sir, it doesn't, but I can try.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you said DTC?
[CUSTOMER][NEUTRAL] Yeah, D as in dog, T as [PII] cat.
[AGENT][NEUTRAL] OK, now we do not have a company in our system by that name. What is another name that could possibly be under?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII], and there's one other name too. They, they go by three different names, so.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, sir. That's not, we don't have anything.
[CUSTOMER][NEUTRAL] OK, uh, what about Johnson Controls?
[CUSTOMER][NEUTRAL] And then I'm out of options after that.
[AGENT][NEUTRAL] Uh OK, let's see. J O H N S O N Johnson Controls.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 30 minutes break that up.
[CUSTOMER][NEUTRAL] You the.
[CUSTOMER][POSITIVE] You can run 2 yeah exactly.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And we don't have a company listed as Johnson Controls.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In our system.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Have you reached out to your HR department, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah, and they told me I had to reach out to you guys.
[CUSTOMER][NEUTRAL] So, but she said if I had any questions or concerns I can give her a call.
[AGENT][NEUTRAL] Yes sir, I would do that. I would just try to reach back out because the names of the businesses that you've given me and this, I mean this is not something you enrolled in on your own like you're not self employed, right?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Yes, sir, cause I'm not, unless it's listed, you know, under another.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Another way other than the three ways that we have looked, um.
[CUSTOMER][NEUTRAL] or something.
[AGENT][NEUTRAL] I'm not sure honestly because let me just try the last thing would be your name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And maybe if I can locate, and is that [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, yes, [PII], just like the wrestler or there's many different ways or just like [PII] or
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I got you.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] People, you know, we all have such different spellings of our names these days. I always try to ask. It's the name, you know.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I, I've seen my name spelled 6 different ways, so.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] I'm sure. Uh, with my name being [PII], it's spelled every way except the way that I actually spell it, so I understand.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK, so I do not have any type of policy. What state do you live in, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, sir. I don't have any.
[AGENT][NEUTRAL] Any [PII].
[AGENT][NEUTRAL] With an, you know, active coverage or in that state.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll call my HR department back up and talk to them again.
[AGENT][NEUTRAL] OK. Well, is there anything?
[CUSTOMER][NEUTRAL] And, and let them know what you told me.
[AGENT][NEUTRAL] OK, well, is there anything else or you know verify how it could be listed, but again, even with searching your name we don't have any current or your social we don't have anything, you know, registered under your name anyway at this point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright awesome no I appreciate it thank you.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. So if that's all I can help you with, thank you again for calling APL and I hope that you have a very nice weekend.
[CUSTOMER][POSITIVE] Alright thank you you too.
[AGENT][POSITIVE] Yes, sir. Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.