AccountId: 011433970860
ContactId: 7fe58f3d-f0d7-445e-9918-2053a77af416
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360000 ms
Total Talk Time (AGENT): 124501 ms
Total Talk Time (CUSTOMER): 101520 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/7fe58f3d-f0d7-445e-9918-2053a77af416_20250123T21:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], um.
[CUSTOMER][NEUTRAL] I went through this insurance company a while back and it's supposed to, was supposed to be active [PII], but I haven't been billed since the initial charge.
[CUSTOMER][NEUTRAL] So I was just curious what was going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], um, can you please, um, I can help you, um, by looking to see if you're still eligible and if it's on your policy, uh, can you give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Um, I don't know. I don't know if I was ever.
[CUSTOMER][NEUTRAL] That one.
[AGENT][NEUTRAL] Oh, OK, can I get your uh social security number and that'll pull your policy in for me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look it up that way real quick.
[AGENT][NEUTRAL] OK, and let me repeat it. [PII]?
[CUSTOMER][NEGATIVE] Hold on, can you repeat that? uh, you're cutting out.
[AGENT][NEUTRAL] Oh, I'm sorry, it's [PII].
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm not pulling in um a policy for you with that social security number.
[AGENT][NEUTRAL] Did you have it with American Public Life?
[CUSTOMER][NEUTRAL] Um, yes, I think so. He said it was like kind of all under one thing.
[CUSTOMER][NEGATIVE] Like I'm looking at the document of of what I was sent after all like the policies what's covered and what's not, but I just haven't been.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Charged anything it has my date of birth, my address, my number, email.
[CUSTOMER][NEUTRAL] Everything.
[AGENT][NEUTRAL] OK, so I'm not pulling in a policy with your social security number. What is the what is the name of the group that you work for?
[CUSTOMER][NEUTRAL] What was that?
[AGENT][NEUTRAL] What is the name of the group that you work for?
[CUSTOMER][NEGATIVE] So I didn't get insurance through my job.
[CUSTOMER][NEUTRAL] I went
[CUSTOMER][NEUTRAL] Through you guys and you alone.
[AGENT][NEUTRAL] OK, and when did you do this?
[CUSTOMER][NEUTRAL] [PII] of last year.
[AGENT][NEUTRAL] OK, we don't do individual policies we only do policies through employers.
[CUSTOMER][NEUTRAL] The, OK, I'm confused.
[CUSTOMER][NEUTRAL] Oh, cause I was
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I was, everything was confirmed. I've been charged once of almost $400.
[CUSTOMER][NEUTRAL] And I specifically did it at that time because me and my husband are trying to get pregnant.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] After that, it's a preexisting condition and it's not covered.
[AGENT][NEUTRAL] OK, yeah, I'm looking, looking on for your social security number and you telling me that you tried to do an individual policy we never do individual policies everything's done through the employer and it's payroll deducted through the employer.
[CUSTOMER][NEGATIVE] Oh sorry.
[AGENT][NEGATIVE] You might just have the wrong company. You might have dialed the wrong company.
[CUSTOMER][NEUTRAL] On the paperwork that I was sent over, this is the number that is on it.
[AGENT][NEUTRAL] Do you wanna try to redial? Maybe you dialed the wrong number?
[AGENT][NEUTRAL] Because we, we don't do individual policies at all. We stopped doing those in the [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK. OK. Thank you.
[AGENT][POSITIVE] You're so welcome. I hope you find it, Ms. [PII]. I, I hope you do.
[AGENT][NEUTRAL] I wish you the best of luck.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you ma'am you have.
[AGENT][POSITIVE] Thank you for calling APL.
[AGENT][NEUTRAL] Mm bye-bye.