AccountId: 011433970860
ContactId: 622032cb-a20b-41b1-b235-62079f3e0ac9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450019 ms
Total Talk Time (AGENT): 201351 ms
Total Talk Time (CUSTOMER): 241270 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/622032cb-a20b-41b1-b235-62079f3e0ac9_20250515T15:10_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] Hi [PII], I received a call from this number earlier, but I have no idea what it was regarding.
[AGENT][NEUTRAL] OK, um, American Public Life is an insurance company. The, uh, we have like plans to employers. I'm not sure, do you have a policy with us or?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That's, that's a good question. Um, the person who called mispronounced my name.
[CUSTOMER][NEUTRAL] So I'm not quite sure. I didn't know if you could look anything up. I work for Post Acute Medical Hospital. I didn't know if they were one of your, your founders or not, or customers or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment. What's the name of the company?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Post acute medical specialty hospitals.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And if not, if you can look it up by name that might be helpful.
[AGENT][NEUTRAL] OK, let's try by name because I don't see anything with the employer.
[CUSTOMER][NEUTRAL] OK. OK. Last name is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um what is a good contact number just in case we're disconnected so I can call you back?
[CUSTOMER][NEUTRAL] Uh-huh [PII]
[AGENT][POSITIVE] Thank you for that. And may I have the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I'm not showing up.
[AGENT][NEUTRAL] [PII], we only have 1234 policies with this last name.
[AGENT][NEUTRAL] Um, would you be the policy holder? Mhm.
[CUSTOMER][NEUTRAL] Mhm. My husband's.
[CUSTOMER][NEUTRAL] If not, it would, my husband's first name is [PII]
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] And it was an incoming call from us?
[CUSTOMER][NEUTRAL] No idea.
[CUSTOMER][NEUTRAL] It was an incoming call and the person who, of course, it was one of those, I, I thought it was a spam call, so I answered it with an accent. I'm not gonna lie about that. And uh the person, the person said, could I speak to [PII]? And I said, [PII], who?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then they said, [PII] went, no, not a [PII], because most people are calling who know us, you know, know our names. So I assumed it was spam. But then when she said, uh, APL, I thought, you know, maybe I should call back and figure out what's going on. Is there anything that's listed, you can, or I don't know if you can tell if there's anything that's beneficiary listed?
[AGENT][NEUTRAL] See, I
[CUSTOMER][NEUTRAL] And this is one of those moments of God, I hope not.
[AGENT][NEUTRAL] No, I
[AGENT][NEUTRAL] I don't even see anything for your husband. So like we only have the 4 policies, but they're all ladies. Um, so I, hm.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No idea. Well, that's why I wondered if it was that she didn't. She just asked for me and of course, you know, thinking it was still something goofy, I just said, no, there's nobody here by that name. But then I got thinking it was an [PII] number and generally spam calls don't come from 800 numbers. And I thought maybe I should look. So.
[AGENT][NEUTRAL] Did they give a name?
[AGENT][NEUTRAL] I would say to disregard it, um, if it was one of us, we would, well, first I would have been able to find you and there would have been like notes on something called, had to leave a voicemail, you know, something or called she wasn't sure who we were, yeah, so I would say to
[CUSTOMER][NEUTRAL] Here I am looking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Something, yeah.
[AGENT][NEGATIVE] I just don't want to, but there's nothing for me to rest.
[CUSTOMER][NEUTRAL] I, I, I, it shouldn't cause I.
[CUSTOMER][NEUTRAL] Yeah, the reason I, I ask is because I, I don't have a policy with APL that I'm aware of. I know my husband doesn't, um, because all of ours are through, uh, military and our, our church, but, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] That that it made me pause for a moment and I thought, I, you know, I hope nothing horrible has happened and somebody's named me and I don't know about it.
[CUSTOMER][NEUTRAL] Does that make sense? If it's a life insurance policy? Yeah. And I know it's, it's, I don't, I don't think it's any of our family or we'd have already heard by now.
[AGENT][NEUTRAL] Well, mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, to ease your mind of the policies that we do have here, they're not um like a policy that would have a beneficiary. They're like a secondary medical or like intensive care. Um, so I, I would say to go ahead and and disregard it. I'm glad you had your accent and you didn't.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] He didn't say anything, but um,
[CUSTOMER][NEUTRAL] I do. I, I'm a, I'm a speech pathologist. I do that with almost every spam call I get. I'll answer it in some different, different way.
[AGENT][POSITIVE] That's funny.
[CUSTOMER][MIXED] Yeah, makes it entertaining at least. Makes it entertaining. But I didn't know if you could throw a note in the system that says, hey, this human called back whoever was trying to find her. She, she, she believes us now.
[AGENT][POSITIVE] That's hilarious. It does. That's funny.
[AGENT][POSITIVE] And if, and if it was um like really from us, we'll call you back. We'll definitely give you they'll, you know, just to follow up, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] That's perfect.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, I hope they just don't mark the number as no nobody knows you're there, so, but that is my current number.
[AGENT][NEUTRAL] What is
[AGENT][NEUTRAL] What is the number that's coming through? Is it [PII]?
[CUSTOMER][NEUTRAL] Let me look it is.
[CUSTOMER][NEUTRAL] Hang on one second. [PII].
[AGENT][NEUTRAL] Oh no, I'm gonna send this to my um.
[AGENT][NEUTRAL] I mean, I don't know if it's something, but just to make sure, because that's not even our phone number. So I'm gonna just send it to my supervisor and let her know that um you all have received a call from this number and they're saying that it's APL um and just let her take just to be on the safe side.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Oh, there you go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's it's that.
[CUSTOMER][NEUTRAL] Yeah, it's actually the number I just called in on.
[CUSTOMER][NEUTRAL] Because I just hit return the call. Yeah.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] So then I wonder if it's, see, because there's other like um for example, 90 Degree benefits, their phone number, sometimes it gets redirected to us. So I'm wondering if maybe that could be, but either way, we still need to look into it because they're saying APL.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Could be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I don't, I don't want to, um, I don't want that to happen again unless it's.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, I get it. Oh, is it real? Yeah.
[AGENT][NEUTRAL] Supposed to
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Excellent.
[AGENT][NEUTRAL] Alright, so I'll go ahead and send that over for her and was just for my notes again, I'm sorry, can you repeat your name? I typed your husband's and just looked for yours. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] it's, yeah, it's [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it rhymes with [PII] [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] So I'll go ahead, I'm just gonna put, um, I just put [PII] and [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Calls, um, and your phone number and then the phone number that called y'all so that they can
[CUSTOMER][NEUTRAL] Flaky, yeah, yeah, you did it.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Do their thing
[CUSTOMER][NEUTRAL] That'll work alright and it was [PII] correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Right, awesome. Thank you so much, [PII]. You've been tremendous help.
[AGENT][POSITIVE] Thank you. Well, thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. Yes, ma'am. You too, ma'am. Have a great one. Bye-bye.
[AGENT][NEUTRAL] Bye bye.