AccountId: 011433970860
ContactId: 74c36480-e6f3-480b-a9ab-526d95ac448a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 989239 ms
Total Talk Time (AGENT): 270004 ms
Total Talk Time (CUSTOMER): 253249 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/74c36480-e6f3-480b-a9ab-526d95ac448a_20250411T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, Miss [PII]. My name is [PII], and I have a uh a policy.
[CUSTOMER][NEUTRAL] With your company and uh we have inadvertently uh misplaced our policies and things through a move or whatever and I'm trying to get some information on what I have available to me through you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can.
[CUSTOMER][POSITIVE] If I could give you my information and let you know how much I'm paying per month, you could tell me what I have and that kind of thing if you would be so kind to do that for me.
[AGENT][NEUTRAL] Well, absolutely, Ms. [PII], I can help you with your policies. Um, can you please give me your callback number just in case our call is disconnected, ma'am?
[CUSTOMER][NEUTRAL] The number is [PII].
[AGENT][NEUTRAL] Thank you. And then can you give me your social security number and that'll pull in all your policies for me.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK, can you also verify your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Oh, you may have a different address at the time for right now, but I can give you, uh, what I have. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have that one?
[AGENT][NEUTRAL] Uh, no, ma'am. That's not the address that I have. And I'm actually, um,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Do you have
[AGENT][NEUTRAL] Yes, ma'am. Go ahead.
[CUSTOMER][NEUTRAL] No, I was just gonna ask you if you have one for a [PII].
[CUSTOMER][NEUTRAL] Is it [PII]? It may have been the last one you had for me.
[AGENT][NEUTRAL] Let me look. Uh yes.
[CUSTOMER][NEUTRAL] I don't, I don't, I don't know to.
[AGENT][NEUTRAL] Yes, ma'am, [PII]. That's the one that I'm showing.
[CUSTOMER][NEUTRAL] [PII]. OK. OK, well, well, let's take the new one then so you, you can, uh, that will be updated.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, I unders.
[CUSTOMER][NEUTRAL] It's um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I give it to you now?
[AGENT][POSITIVE] Yes, ma'am, you can.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much for that information. Let me look at your policy real quick.
[AGENT][NEUTRAL] So, I am showing only one policy that you've ever had with us.
[CUSTOMER][NEUTRAL] OK, that's it, probably.
[AGENT][NEUTRAL] Which was
[AGENT][NEUTRAL] Which was your um cancer policy, and I show that this policy lapsed um and terminated on [PII].
[CUSTOMER][NEGATIVE] If that's the case, why am I still paying them $20 a month out of my account?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And when did, when did it, when did it lapse?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] When was this now?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am, for your cancer policy and I looked it up by your social security number, so that would pull in, you know, any policies that you had with us. um, could it possibly be under another social security number or is it gonna be under yours?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am. No ma'am.
[AGENT][NEUTRAL] It's gonna be yours, yes, OK.
[CUSTOMER][NEUTRAL] And it comes out, it comes out, it comes out of my bank account $20 every month.
[AGENT][NEUTRAL] OK. And your bank account says that it's American Public Life?
[CUSTOMER][POSITIVE] It gives me, yes, it tells me it, yes, it tells me it's American public flight and it gives me a premium ID number and everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, well.
[CUSTOMER][NEUTRAL] [PII], do you, and I'm gonna, I'm gonna check some things here. Is there a number I can reach you back?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. This
[CUSTOMER][NEUTRAL] So I can talk directly to you?
[AGENT][POSITIVE] Well, you can call back at the same number that you called and any of us girls can help you. There's several of us that would be able to help and I'm gonna put notes on this policy in case you do get somebody else, um, that way, you know, everybody is on the same page and we all know what's going on.
[CUSTOMER][NEUTRAL] OK, well I can check right now. Hold, hold on just a moment. Don't, don't go any place. Give me just a minute to see here.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate you helping me with this. I
[AGENT][POSITIVE] No, it's no problem at all. I don't mind helping you at all.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I just got a letter from uh one of the insurances that we had said that, I guess because of age and the stock market and everything is, it's going up from $91.72 to $500 a month and I am not [PII]. OK.
[AGENT][POSITIVE] Oh girl, that is, oh goodness. That's a lot of money.
[CUSTOMER][NEGATIVE] I am not [PII]. It sure is, and I can't afford that.
[AGENT][NEUTRAL] I understand. I'm not [PII] either. I feel for you.
[CUSTOMER][NEUTRAL] Uh uh.
[CUSTOMER][POSITIVE] Uh uh. That's right.
[CUSTOMER][NEUTRAL] Let me see if I can find this. I know it's here.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Just bear with me.
[AGENT][POSITIVE] OK, go ahead and take your time.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Where are you calling me from, [PII]?
[AGENT][NEUTRAL] Uh, you called me and I.
[CUSTOMER][NEUTRAL] Where are you located?
[AGENT][NEUTRAL] I'm in, uh, [PII].
[AGENT][NEUTRAL] That's where I live.
[CUSTOMER][NEUTRAL] Oh my goodness. [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] I pray for y'all all the time with the storms and that kind of thing.
[AGENT][POSITIVE] Well, I appreciate that so much because we have had a lot of them here lately back to back and it makes me feel good to know that I've got somebody out there praying for us.
[CUSTOMER][NEUTRAL] Well, I certainly do. OK, I'm looking at it right here. American Public Life Insurance premium. I got an ID number, premium ID number on my bank here.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, and it says $20.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't, I don't.
[AGENT][NEGATIVE] What I'm going to do because I'm unable to find it.
[AGENT][NEUTRAL] And I'm not saying that we don't have a policy for you because the one that I looked up with your social, you know, did pull up the one that was no longer active. So I'm gonna go ahead and uh transfer you on over to customer service for um more assistance and see if they can um find your policy for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, it's gonna be a brief, you're very welcome, Ms. [PII]. It's gonna be a brief hold while I transfer you on over, OK?
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][POSITIVE] Alright, thank you very much.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Currently no agent staff. Goodbye.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] This is [PII] back with you again so um it appears that they are in a meeting at the moment so what I'm gonna do is I'm gonna send in a request for somebody to call you back OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] I'm gonna put you on a break.
[CUSTOMER][POSITIVE] Thank you very much. I appreciate it.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold while I get that request together.
[AGENT][NEUTRAL] And I'll be right back.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] All right. Thank you, Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I have that request in and you should be getting a call back from the customer service department. Um, it should take about 24 hours for them to return your call. Now we are on a weekend um Friday, so if they don't call back today, Ms. [PII], it will be Monday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty, that sounds like a winner to me. Thank you very much. I appreciate your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's all. Thank you very much. I appreciate your help.
[AGENT][POSITIVE] OK, thank you and you have a wonderful weekend we thank you for calling APL.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Where is my
[CUSTOMER][NEUTRAL] So that.
[CUSTOMER][NEUTRAL] We're