AccountId: 011433970860
ContactId: 7a93a39c-908f-4ea6-af95-5e2f7956a52c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280750 ms
Total Talk Time (AGENT): 126202 ms
Total Talk Time (CUSTOMER): 142517 ms
Interruptions: 2
Overall Sentiment: AGENT=2.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/7a93a39c-908f-4ea6-af95-5e2f7956a52c_20250121T20:04_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling EPL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, uh, I'm calling because I received a letter. It's just an endorsement.
[CUSTOMER][NEUTRAL] Letter, uh, can I give you my policy number?
[AGENT][POSITIVE] Yeah, absolutely. What's that policy number today, sir?
[CUSTOMER][NEUTRAL] OK, it's 0253797979.
[AGENT][POSITIVE] Perfect, and one second while I get that pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and would you be able to verify for me, pretty please, your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII]. Uh, my name is [PII]. Last name is [PII]. Uh, date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you. And
[AGENT][NEUTRAL] Would you also be able to verify for me as well, [PII], your mailing address on file?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][POSITIVE] Thank you, I appreciate that. And then just two more things, if you could verify for me the phone number and the email.
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[CUSTOMER][NEUTRAL] Uh, email is [PII].
[AGENT][NEUTRAL] It looks like the email I have could be your professional one.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I can give you a I got a Gmail card. Do you want that one better?
[AGENT][NEUTRAL] No, it looks like it's at [PII].
[AGENT][NEUTRAL] HHC.
[CUSTOMER][NEUTRAL] No, my email address? No. That's the only one, that's one.
[AGENT][NEUTRAL] OK, what email address do you want? And I'm just gonna update it for you.
[CUSTOMER][NEUTRAL] OK, um, I got a Gmail account is, uh, is, is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII] name, last name, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] That's
[AGENT][POSITIVE] Perfect. I have that updated for you, my friend. And yeah, my pleasure. I don't know what went wrong.
[CUSTOMER][NEUTRAL] OK, thank you, thank you so much. um, the reason, yeah, the reason why I'm calling is that they sent me a letter stating it says, uh, stating, uh.
[CUSTOMER][NEUTRAL] An endorsement attachment form.
[CUSTOMER][NEUTRAL] Uh, it says part of policy 02537979, issued by American Public Life Insurance. Uh, it says hereby call company.
[CUSTOMER][NEUTRAL] And it says it's understood and agreed effective date above number policy have been charged from [PII] and it says uh [PII], chief operator, and it says in witness wherefore American policy have been issued endorsement.
[CUSTOMER][NEUTRAL] This [PII] and then then it says uh cosigned by that's why I'm I'm I'm calling you. I don't know, I don't understand. Do I have to sign this?
[AGENT][NEUTRAL] Oh OK yeah so it looks like um what happened was your policy um they had the effective date on there, so the date your policy started did read [PII] but we actually had to endorse and we changed that um your effective date should read as is now, um, [PII]. So what this is stating is like if you had anything that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was denied because you submitted a claim between September and October and it was denied because you weren't effective you could use that letter to say no no you know this it was changed it should be effective and so that's just there is your record um but your effective date moved from September to October so you should be good. I don't see any claims on file so.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK. All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, alright, I just want to make sure I just saw the letter. I really didn't understand it. So I signed it and send it back, or, or just keep it and OK.
[AGENT][NEUTRAL] No, I
[AGENT][NEUTRAL] I think keep it for your records, but you shouldn't need it because if anything comes through at this point we show your effective data [PII] so it shouldn't hold you back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. OK. Thank you so much then. Thank you.
[AGENT][POSITIVE] Oh, it's my pleasure and is there anything else I can do to help you today?
[CUSTOMER][NEUTRAL] Mm, no, that's it. That, that was it.
[AGENT][POSITIVE] Well, I'm very happy I was able to take care of you and if there's anything else you need, don't hesitate to reach out to us.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Oh, it's my pleasure thank you you have such a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.