AccountId: 011433970860
ContactId: 808898f2-7abe-4537-8dc5-ea10ee86a5aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417220 ms
Total Talk Time (AGENT): 180706 ms
Total Talk Time (CUSTOMER): 105331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/808898f2-7abe-4537-8dc5-ea10ee86a5aa_20250106T14:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling to ask.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] um
[CUSTOMER][NEUTRAL] I'm [PII] and I'm calling to ask a question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, they sent me a check for $46 but I was trying to see what that check was for.
[AGENT][NEUTRAL] OK, sure. I'll be happy to help you um find out what that check is for. Uh, Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Uh, let me see if she's on here.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't have a policy number with me.
[AGENT][NEUTRAL] OK. Give me one minute then. Hold on for one second. Do you have an EOB or explanation of benefit there?
[AGENT][NEUTRAL] In front of you that was sent to you?
[CUSTOMER][NEUTRAL] Mm, uh, I think my policy number.
[CUSTOMER][NEUTRAL] It's 024.
[CUSTOMER][NEUTRAL] 25 0 that ain't the policy.
[AGENT][NEUTRAL] That's OK. Let me look it up by your social security number. Give me one minute. OK, what is this? What is your social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Miss [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, can you please verify your um your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is your
[CUSTOMER][NEUTRAL] Apartment number.
[AGENT][NEUTRAL] Oh, I'm sorry, hold on.
[CUSTOMER][NEUTRAL] Apartment numbers.
[AGENT][NEUTRAL] And what is the apartment number?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. And Miss [PII], what is, uh, your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is a good telephone number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Miss [PII]. Give me a few minutes. I'm gonna review uh your file and see what that check was for that was sent to you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then do you have a pen handy and I can give you um.
[AGENT][NEUTRAL] Your policy number, would you like to have that?
[CUSTOMER][NEUTRAL] Uh, yeah, I.
[CUSTOMER][NEUTRAL] I I get over here.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, what is the policy number?
[AGENT][NEUTRAL] That was 242-579-1.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, um, you're saying that you, how much was that check that you received?
[CUSTOMER][NEUTRAL] $46.
[AGENT][NEUTRAL] And 98 cents.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me a few more minutes. I'm still reviewing the file.
[AGENT][NEUTRAL] OK, what I'm gonna have to do since this is in regards to your premiums, I'm gonna have to transfer you to customer service. I'm in the claims department and I'm gonna, um, and I'll let them know what, um, you're calling in regards so they can explain to you what that check is regarding. I believe it may be regarding some premium refund. So let me get you transferred to that area so that they can go over to over that information with you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So I still have my insurance and then uh.
[AGENT][NEUTRAL] I'm not sure. I, I need to let you speak to customer service regarding that, that matter and they'll be able to let you know and discuss all of that information with you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. You, uh, please hold while I get you transferred to that area.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bringing.
[CUSTOMER][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. I have a Mrs. [PII] on the line. Her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her policy number is 242-5791.
[AGENT][NEUTRAL] And she received a check for $46.98 and she's wanting to know what that check is for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And cause I, I was looking in the notes, it looks like premium received for December, January and February for lapse policy 4698.
[AGENT][NEUTRAL] So I'm guessing it was the premium, so cause I know that no benefits have been paid to her recently.
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so I was gonna let you discuss that and you know, all of that information.
[CUSTOMER][NEUTRAL] OK. Got you. OK.
[AGENT][NEUTRAL] OK, and, and her that everything's been verified. Her email address and telephone number for a callback is in the, in our system. I did verify that.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] OK. Here she is, [PII]. You have a good day.
[CUSTOMER][NEUTRAL] OK. You too.