AccountId: 011433970860
ContactId: 7bb6bd6b-bbf9-4531-9df4-afce58de42fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 790840 ms
Total Talk Time (AGENT): 143600 ms
Total Talk Time (CUSTOMER): 239580 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/7bb6bd6b-bbf9-4531-9df4-afce58de42fc_20250408T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just calling to see why my account shows that it's lapsed.
[AGENT][NEUTRAL] OK. May I have your name, please?
[CUSTOMER][NEUTRAL] [PII] Eller, [PII]
[AGENT][NEUTRAL] And [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have that policy number?
[CUSTOMER][NEUTRAL] It is 254-205-6.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I do need to verify the date of birth and mailing address listed on the policy.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And it looks like we have an email address. Could you verify that just in case as well, please?
[CUSTOMER][NEUTRAL] Uh, possibly [PII].
[AGENT][POSITIVE] Yes, that would be correct and thank you so much [PII] for verifying your policy. I'm pulling this information up for you now.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so it does show that you do have an active policy with us. That number that you gave us is the one that turned or ended [PII] and it transferred over to this new policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 509862.
[CUSTOMER][NEUTRAL] OK, how do I get that to show up when I log online?
[AGENT][NEUTRAL] It should come.
[CUSTOMER][NEUTRAL] Because when I log in that's the 254-2056 is what comes up.
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] Cause it should come up with.
[AGENT][NEUTRAL] Your name and information.
[CUSTOMER][NEUTRAL] I'm showing 101 and the policy number is 2542056.
[AGENT][NEUTRAL] So it doesn't have a drop down for you to choose.
[AGENT][NEUTRAL] The active policy.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] No, the show only shows the one in that box.
[CUSTOMER][NEUTRAL] And that policy number shows an effective date of [PII].
[AGENT][NEUTRAL] Because I see
[AGENT][NEUTRAL] OK, let me see if I can get someone to check that for you. Could you hold please?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] She
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm gonna get you to the correct department that can assist you on that hold for the transfer.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you, you're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Yes, [PII], how are you doing?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm doing good. I have an insured on the phone and it's an issue where he actually had two policy numbers in it in the notes it stated that it was a duplicate policy number out there, so they canceled one.
[AGENT][NEUTRAL] Policy, but when he goes into his OSC, he can't see the second policy, the correct policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm, OK. Uh, what's the one we canceled? Yes. Mhm.
[AGENT][NEUTRAL] OK. Are you ready for the numbers?
[AGENT][NEUTRAL] OK, so the policy number is 02542.
[AGENT][NEUTRAL] 056, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you look in the notes, that's where it states that he has a duplicate policy and that's where you find the other policy number.
[CUSTOMER][NEUTRAL] Alright, hold on just a second for me.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 74540463. 0, I see the problem.
[CUSTOMER][NEUTRAL] It's 2 different customer numbers.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] But that's weird because the social matches.
[CUSTOMER][NEUTRAL] [PII] yeah.
[AGENT][NEUTRAL] Mm. Everything matches on the other one, yeah.
[CUSTOMER][NEUTRAL] Social matters.
[CUSTOMER][NEUTRAL] Yeah, so, but for some reason we got two different customer numbers.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] But then it when I try to go to QA it says customer does not exist.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I don't know how you wanna be there to help, but um I don't know if I need to transfer him to you in regards to that because he wants to know why and we can't assist with that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, uh, it's gonna have to be like going through IT. I can explain to him like what the problem is and tell him that we're gonna have to call him back. So yeah, you can go ahead and transfer him over, um, and I'll explain like what's going on.
[AGENT][NEUTRAL] OK, let me give you this information.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, OK, are you ready for the callback number?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Alrighty hold for the transfer, thank you.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][NEUTRAL] I'm well and yourself?
[CUSTOMER][NEUTRAL] I'm good, thank you so much um so I am looking over your policies and I do think I see where the problem is why you're not able to locate.
[CUSTOMER][NEUTRAL] Your policy, um, we've got you listed under two separate customer numbers and that's how the OSC brings your information in is by the customer number. So I'm gonna have to send a ticket to our IT department, um, to correct your customer number and um once that is completed, I can give you a call back and we can um check it to make sure that it pulls incorrectly.
[CUSTOMER][NEUTRAL] OK, are you guys gonna send me a new card because the one that's showing online is the the number on the card that I received in the mail from you.
[CUSTOMER][NEUTRAL] Uh, what, what's the number on the card?
[CUSTOMER][NEUTRAL] 254-205-6.
[CUSTOMER][NEUTRAL] OK, yes sir, I can send you an updated card for your active policy.
[CUSTOMER][NEUTRAL] Which is 2509862.
[CUSTOMER][NEGATIVE] Hold on just a second, my screen froze up on me. Let me pull up another window and look at your current policy.
[CUSTOMER][NEUTRAL] Uh, 250962, is that what you've got?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yes sir, that's your current policy and I will uh request that a um new card be mailed out to you. Um, I can also send you one to your email if you need one right now, um, would you like me to do that?
[CUSTOMER][NEUTRAL] No, I, I got a couple of claims I need to submit and I can't do that without the first thing happening, so.
[CUSTOMER][POSITIVE] OK, yes sir, I understand. I do apologize for the inconvenience. I'm gonna send a ticket in right now to our IT department to combine that customer number so that all of your policies will show up under one, and again I will give you a call back once.