AccountId: 011433970860
ContactId: 69cb2020-86a6-4ca6-ad03-b93d2e9c37c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 815229 ms
Total Talk Time (AGENT): 239169 ms
Total Talk Time (CUSTOMER): 249896 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/69cb2020-86a6-4ca6-ad03-b93d2e9c37c3_20250131T21:07_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Hello. Good afternoon, [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing fabulous, thank you for asking.
[CUSTOMER][POSITIVE] Good, good. I have my feet. I'm doing well, we're doing well, thank you so much for asking.
[AGENT][NEUTRAL] How about yourself?
[AGENT][NEUTRAL] How can I help you, my friend?
[CUSTOMER][NEUTRAL] Um, I, um, we were calling. I had my fiancee [PII] on the line, um, he is a new member, um, and has insurance with you all, and when I was in the process of assisting him to do his registration, it read an error in regards to unable to find his eligibility information using his last four digits of his social.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, yeah, let's take a look at that. And do you have that policy number handy?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Um, let me, give me one moment.
[AGENT][POSITIVE] You're fine. Take your time.
[CUSTOMER][NEUTRAL] It's the number.
[CUSTOMER][POSITIVE] It's right there.
[CUSTOMER][NEUTRAL] And do you have the email?
[CUSTOMER][NEUTRAL] Can you forward it back to me so I can see what's going on? What which one? The, about the insurance.
[CUSTOMER][NEUTRAL] The [PII] since she came for a bit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I might have found the policy. Um, Mr. [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect and I'm just gonna have you verify with me real quick if you don't mind, um, the mailing address on file and the email on file.
[CUSTOMER][NEUTRAL] Um, the email is um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] And um the.
[CUSTOMER][NEUTRAL] Mailing address is um.
[CUSTOMER][NEUTRAL] Timber is Timberline.
[AGENT][NEUTRAL] Um, I have a [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then just
[AGENT][POSITIVE] Thank you so much. And then do you give me permission to speak to your fiance about this um policy?
[CUSTOMER][POSITIVE] Yes, yes, ma'am, I do.
[AGENT][NEUTRAL] OK, wonderful. And then Mr. [PII], I do want to let you know that if you would like to, you're always welcome to give verbal authorization every time she calls. Um, if it's something you're interested in, you can also um fill out a third party authorization consent form that would allow her to call and speak on your behalf, um, on this policy anytime and it lasts 2 years in our system.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Um, and I can email you that form if it's something you're interested in it's also on our website as well.
[CUSTOMER][POSITIVE] Yes you can.
[AGENT][NEUTRAL] OK, perfect. I'll send an email of that copy of that form to you that way you have it and you'll just fill it out, get it back to us, and we'll have it on file on our records. And then, um, ma'am, I'm so sorry, but may I have your name as well please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you, Miss [PII]. And how can I help you both today?
[CUSTOMER][NEUTRAL] Um, as stated, uh, we were, I was trying to get his registration in and based upon the information it read an error message that they were unable to find him due to the last four digits of his social.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so let's check. We want to get into the online service center. So let me help you out there.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] I'm pulling that up for you.
[AGENT][NEUTRAL] All right. And are you at the computer now?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, wonderful. Um, so when we are there, I'm gonna just like walk through. I want to make sure all the information in my system is correct. Um last name [PII], [PII], correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, yes ma'am.
[AGENT][POSITIVE] Wonderful. And then,
[AGENT][NEUTRAL] So sorry, I actually, I thought I had it memorized, but I'd rather just look at it. Um, I'm a new user. OK, Social Security number, um, we're putting in the full Social Security number on that second line.
[CUSTOMER][NEUTRAL] Um, on the second line it's just asking for the last 4.
[AGENT][NEUTRAL] To set up a new account?
[CUSTOMER][NEUTRAL] Mhm for registration it says last 4.
[CUSTOMER][NEUTRAL] Of SSN or subscriber ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so I just want to make sure, are you at [PII], um, so it'd be [PII]?
[CUSTOMER][NEUTRAL] So sure, so this is some this is not spec specera.
[AGENT][NEUTRAL] No, we're American Public Life.
[CUSTOMER][NEUTRAL] Alright, while I have you online, I'll make sure this works. What's your website?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ours is secured. A short for [PII].
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes we do.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 441.
[CUSTOMER][NEUTRAL] Date of birth um.
[AGENT][NEUTRAL] And then that email, I know.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, you'll use the one he verified with me that [PII], or not the email, the zip code, I'm sorry. I can't say words today.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] We're going through the registration now to see, make sure there's no errors.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 16.
[CUSTOMER][NEUTRAL] Just.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK it's on [PII].
[CUSTOMER][NEUTRAL] Verify.
[CUSTOMER][NEUTRAL] Alright, so I'm, I was able to um get in, um, there's, what's that code?
[CUSTOMER][NEUTRAL] 837-051
[CUSTOMER][MIXED] Great. So, um, one thing that I am seeing, one of his, um, daughters, their first name is spelled incorrectly.
[AGENT][POSITIVE] OK, yeah, I can take a look and fix that for you today. Um, let me go to that page real quick.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And which daughter?
[CUSTOMER][NEGATIVE] Alaa, it's you all have it spelled [PII] That's wrong.
[AGENT][NEUTRAL] OK, how should I spell it?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] It helped me. I don't that twisted.
[CUSTOMER][NEUTRAL] So spell [PII]'s first name.
[CUSTOMER][NEUTRAL] There is
[CUSTOMER][NEUTRAL] Can you spell [PII]'s first name?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm coming.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello? Can you spell [PII]'s first name? [PII]'s first name is spelled uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, uh, you said [PII], right? Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] What do you say?
[CUSTOMER][NEUTRAL] [PII]'s name is spelled [PII] Yeah.
[CUSTOMER][NEUTRAL] That's how you spell the name. Why? What's what you said apostrophe.
[AGENT][NEUTRAL] We had it spelled wrong on our side. So no apostrophe?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] No, no, no, no, no passing.
[AGENT][NEUTRAL] OK. A [PII] and then if you could just repeat it one more time for me, I'll have it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm. [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And I have.
[AGENT][NEUTRAL] 3 of these
[CUSTOMER][NEUTRAL] [PII] is spelled correctly. It was just [PII].
[AGENT][NEUTRAL] Three of them to look through to make sure the rest are all spelled right. Hang tight with me while I go through those.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] I really appreciate your patience.
[CUSTOMER][POSITIVE] There's no problem.
[CUSTOMER][NEUTRAL] There is. Yes. Did you wanna go ahead and update your address?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And we, I wanna go ahead and update his address as well because he just, we just moved.
[AGENT][POSITIVE] OK, wonderful. I can also help with that let me.
[AGENT][NEUTRAL] Go back in real quick.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] 257.
[AGENT][POSITIVE] Perfect. And what is the mailing address we'd like?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then that city?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. Same zip code [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][POSITIVE] Perfect. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect, and I do have that update saving for you.
[AGENT][POSITIVE] OK, it tells me it is successful, fingers crossed.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Perfect. So we've got the daughter's name changed, we've got the address changed. I'm working up the email to send out for that third party authorization, and we've got you logged into the online service center. Um, how else can I help you out today?
[CUSTOMER][POSITIVE] That would be all. Thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for calling APL and y'all have such a fabulous day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, bye bye.