AccountId: 011433970860
ContactId: 7afa800e-b94b-4b7a-bfdf-29c0d9aa38cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273779 ms
Total Talk Time (AGENT): 104573 ms
Total Talk Time (CUSTOMER): 114294 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/7afa800e-b94b-4b7a-bfdf-29c0d9aa38cd_20250131T17:57_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, hey, my name is uh [PII], and I, I, I got a cancer policy. I've had with y'all for a long time and I, I misplaced my, uh, my policy and I was wondering if y'all could send me another policy.
[AGENT][NEUTRAL] OK, yeah, I can definitely look at getting a policy sent out to you, Mr. [PII]. Do you by any chance know your policy number or do you want me to look that up for you?
[CUSTOMER][NEUTRAL] Uh, I got it right here. It's um 86093.
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] 6501
[AGENT][POSITIVE] Perfect. 860936501?
[CUSTOMER][NEUTRAL] Uh, it's
[CUSTOMER][NEUTRAL] 886-0936-501
[AGENT][POSITIVE] OK, perfect. Let me check on that up for you.
[CUSTOMER][POSITIVE] OK perfect
[AGENT][NEUTRAL] Hm, I'm not showing anything pull up under that number, Mr. [PII]. I'm really sorry. Um, I can try searching for your policy if you want with your first and last name real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, my, uh, first name is [PII], my last name is [PII].
[AGENT][NEUTRAL] And miss.
[CUSTOMER][NEUTRAL] I've had this, I've had this, I've had this policy a long time and.
[CUSTOMER][NEUTRAL] And every time I
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I get something I don't have that number on it.
[AGENT][NEUTRAL] No worries. I will, I'll find you and maybe I did something wrong, but I'll find you. Um, what city and state are you calling from or are you out of?
[CUSTOMER][NEUTRAL] OK, well, if, if that's not.
[CUSTOMER][NEUTRAL] Uh, yeah, I'm in [PII], and I guess um.
[CUSTOMER][NEUTRAL] When you find me, uh, give me my new policy number and I'll, I'll write it down for the future.
[AGENT][NEUTRAL] You betcha.
[AGENT][NEUTRAL] Let me see [PII].
[AGENT][NEUTRAL] You'd be surprised how many [PII] we have in our system, my friend.
[CUSTOMER][NEUTRAL] OK, it's [PII] is the middle name.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I've had it for
[CUSTOMER][NEUTRAL] I've had it for, I don't know, 20 years maybe.
[AGENT][NEUTRAL] [PII], do you mind if, do you mind if I search with your social? It might narrow it down a lot quicker for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, are you ready?
[AGENT][NEUTRAL] Yes, sir, I am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not having anything come up under that.
[CUSTOMER][NEGATIVE] Well, maybe I don't exist, huh? I've been paying premium.
[CUSTOMER][NEGATIVE] Maybe I need a refund of all my premiums.
[AGENT][NEUTRAL] For American Public Life?
[CUSTOMER][NEUTRAL] No, it's for American um uh Fidelity.
[AGENT][NEUTRAL] Oh, American Fidelity. OK, perfect. So, um, we're real close, but not quite us. We're American Public Life, but we're owned by like the same big company. So I can get you the phone number for American Fidelity if you'd like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] this
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, I need the customer service for them.
[AGENT][POSITIVE] Yes, absolutely. Let me find their, well, let me pull up their phone number. I do have it listed.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And I have their number listed as [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and this one.
[CUSTOMER][NEUTRAL] I was looking for a I got a letter from.
[CUSTOMER][NEUTRAL] American public life a long time ago and I'm getting a rate increase, but I guess it's with American Fidelity, right? And that's [PII].
[AGENT][POSITIVE] Yes sir, that's what I have for them.
[CUSTOMER][POSITIVE] OK, well thanks for checking on that. Goodbye.
[AGENT][POSITIVE] Well, hey, it's my pleasure. I wish you the best of luck, Mr. [PII].
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Bye.