AccountId: 011433970860
ContactId: 6f753a1b-b913-495f-906a-5134f2c2c29c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429450 ms
Total Talk Time (AGENT): 108050 ms
Total Talk Time (CUSTOMER): 172944 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/6f753a1b-b913-495f-906a-5134f2c2c29c_20250506T15:58_UTC.wav
--------------------------------------------
[CUSTOMER][POSITIVE] Wow.
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] and um
[CUSTOMER][NEUTRAL] I, I really, um, I thought I still currently had an account with y'all, but I think when I changed schools, maybe, um, it closed my account but um I'm just trying to.
[CUSTOMER][NEUTRAL] Um, get some information.
[AGENT][NEUTRAL] OK. Do you have an old policy number or I can look it up by your name or social?
[CUSTOMER][NEUTRAL] Um, I can give you my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, could you provide your date of birth, please?
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], I just need a few more pieces of information. Do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I mean you have the city and state?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address. It looks like it was your work email.
[CUSTOMER][NEUTRAL] Um, my previous work email was a [PII].
[AGENT][NEUTRAL] OK, it looks like this policy, um, it looks like it terminated [PII].
[CUSTOMER][NEUTRAL] Did um
[CUSTOMER][NEUTRAL] Like I didn't, I guess because I maybe went to a different school. I don't know.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] The thing is, it's showing um on my [PII] unclaimed property, it's showing that I have um $1400 and unclaimed.
[CUSTOMER][NEUTRAL] Um, money from my American public life.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Which I can go through my .gov, you know, and, and turn all of that in, but I just didn't know why.
[CUSTOMER][NEUTRAL] You know the policy terminated.
[AGENT][NEUTRAL] Um, you want to check with your employer or the old employer to see why it had.
[AGENT][NEUTRAL] Um, terminated.
[CUSTOMER][NEUTRAL] Um, is there any way you can email me, um, the information that you do have?
[CUSTOMER][NEUTRAL] Showing that I was, you know, a member of American public life.
[AGENT][NEUTRAL] Uh, sure. I, I mean, I can provide you the start and term date in an email.
[CUSTOMER][NEUTRAL] Yes, that's all I need. Uh-huh.
[CUSTOMER][NEUTRAL] Um, but my new email is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, I'll get that email to you right now and like I said, it'll just state that you're covered from 9113 to 9119.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, thank you very much.
[AGENT][NEUTRAL] OK. Anything else I can help with, Ms. [PII]?
[CUSTOMER][NEUTRAL] Is there, well, you know, I've got another policy here because it shows where my, my American public, one of them did.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And on [PII], but then I have 1234 other ones saying it was 2023.
[AGENT][NEUTRAL] Um, I only showed this one, that we had.
[AGENT][NEUTRAL] I don't know if it was through another carrier or.
[CUSTOMER][NEUTRAL] It says American public.
[CUSTOMER][NEUTRAL] LIC
[AGENT][NEUTRAL] Um, that's, yeah, we're American Public Life. I'm not sure what the
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that is, but I only have this policy on file, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] It's showing the same one, but I don't know. I did leave uh [PII] in [PII].
[AGENT][NEUTRAL] OK, yeah, it may have been policies through there maybe a different carrier, but I, in our system, all I have is a single policy.
[CUSTOMER][NEUTRAL] Uh, I guess when I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, thank you very much.
[AGENT][NEUTRAL] OK, thanks for calling APL.
[CUSTOMER][NEUTRAL] Does it happen to say who my rep does it happen to say who my representative was on that?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like who I would call.
[AGENT][NEUTRAL] We just had a a sacia worth.
[AGENT][NEUTRAL] But I don't know if she's still there or um.
[AGENT][NEUTRAL] That was so long ago. That was the contact and for the employer.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But you call human resources. Human resources should be able to research and look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] What is that number?
[AGENT][NEUTRAL] Um, I, let's see.
[AGENT][NEUTRAL] I had [PII].
[CUSTOMER][NEUTRAL] [PII] and what what did you say the last four?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 85
[CUSTOMER][POSITIVE] 00. OK, well thank you so much for all your help.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.