AccountId: 011433970860
ContactId: 840c37e3-f21d-4ca4-9907-0770b3d7243f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500790 ms
Total Talk Time (AGENT): 222651 ms
Total Talk Time (CUSTOMER): 123006 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/840c37e3-f21d-4ca4-9907-0770b3d7243f_20250407T17:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, um, I am trying to get a copy.
[CUSTOMER][NEUTRAL] Uh, my policy.
[CUSTOMER][NEUTRAL] How do I do that?
[AGENT][NEUTRAL] OK, um, before we proceed, is it possible to get your name and a callback number in the event that we can get get disconnected and I can assist you further with getting that information?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And do you happen to have your policy number by chance?
[CUSTOMER][NEUTRAL] No, ma'am. I forgot I even had this policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can do a name search. Bear with me just one moment. And you said your last name was [PII], correct, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] MS.
[AGENT][POSITIVE] OK, got you. Bear with me.
[AGENT][NEUTRAL] And can you also spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, bear with me one moment.
[AGENT][NEUTRAL] I do apologize. It's moving really slow.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what state do you currently reside in, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you wouldn't happen to have a different last name or anything maybe that when you took the policy out?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, do you have it coming out of a bank draft or did you find?
[AGENT][NEUTRAL] Are you paying for it on a monthly basis?
[CUSTOMER][POSITIVE] Yes ma'am, it's coming up
[CUSTOMER][NEUTRAL] It's coming out of the bank draft.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, Ms. May. Let's see. Now, I can do a
[CUSTOMER][NEUTRAL] For 2769.
[AGENT][NEUTRAL] I can do a social search or I can put in your bank information and see what we're drafting, but it's up to you, but it's not coming up as a name.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. Do you have anything under [PII]?
[AGENT][NEUTRAL] Let me try that.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] And you said that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] This is American Public Insurance, isn't it? That's what it's showing to be on my bank statement.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. American Public Life. You do have American Public Life on the phone.
[AGENT][NEUTRAL] Spell your first name again for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] OK, I think I found you. I apologize. I spelled your first name wrong. You are in here as [PII].
[AGENT][NEUTRAL] All right, just to verify that this is in fact your uh-huh.
[CUSTOMER][NEUTRAL] OK, what, what
[CUSTOMER][NEUTRAL] What kind of insurance that is it?
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] You're fine, Ms. [PII]. Looks like it's a cancer policy, but I just wanted to verify, um, that this is in fact your policy to make sure it's shares. I need you to verify your date of birth and your mailing address for me, please.
[CUSTOMER][NEUTRAL] Well, now, I have moved. Um, my date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it was under [PII].
[AGENT][NEUTRAL] Looks like we have a different address.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You have a [PII]?
[AGENT][NEUTRAL] No, it looks like we have a Bayin, [PII] address.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Yes, ma'am. And you also have a different physical address. It looks like it's [PII].
[CUSTOMER][NEUTRAL] Yes, I, I've, I've moved and I guess I need to change that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so what's the correct address for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], that's what, that's one word. [PII].
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What was the zip again, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And this is your physical and mailing address, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, bear with me just one moment while I update that.
[AGENT][NEUTRAL] And we can definitely get you a duplicate policy as well. Um, you'll get that in the mail within 5 to 7 business days. Now we can also get it set up to where it's electronic, but we will have to put it together. So it'll take about 3 business days, um, and also to do that, you would have to register onto our online service center, but we don't have an email account on file in case you want to do that. Would you like to put one down today, Ms. [PII]?
[CUSTOMER][NEGATIVE] Uh, if we could just put it in the mail, I, I have trouble printing stuff.
[AGENT][NEUTRAL] OK. No problem at all, Ms. [PII]. All right. So again, this is a cancer policy that we are drafting you once a month and the amount of 2769. Um, let me go ahead and give you your policy number so you'll have that information.
[CUSTOMER][NEUTRAL] Yes, ma'am, please.
[AGENT][NEUTRAL] Alright, let me know when you're ready, Ms. [PII].
[CUSTOMER][POSITIVE] Uh, I'm ready.
[AGENT][NEUTRAL] All right. Your policy number is 09.
[AGENT][NEUTRAL] 54
[AGENT][NEUTRAL] 82.
[CUSTOMER][NEUTRAL] 095482
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] So y'all can mail me a copy of it.
[AGENT][NEUTRAL] Yes, ma'am. We're, I'm gonna order you a duplicate policy and you should get it in the mail within 5 to 7 business days and it will go to your updated address that I just put in the system.
[CUSTOMER][POSITIVE] Oh, OK. All right. Well, I certainly appreciate it.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] No problem at all, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am, I think that'll be it, and I sure appreciate your help. I didn't, I've been meaning to call and I, I moved. I don't know what I've done with everything.
[AGENT][POSITIVE] Yes, ma'am. I understand. Well, keep an eye out for that information and thank you for calling APL and thank you for your patience as well. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too. Thank you very much.
[AGENT][POSITIVE] Thank you, Ms. [PII] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.