AccountId: 011433970860
ContactId: 87a6c699-58f1-4926-ab60-27742ed9afbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1097609 ms
Total Talk Time (AGENT): 566544 ms
Total Talk Time (CUSTOMER): 261717 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/87a6c699-58f1-4926-ab60-27742ed9afbc_20250414T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, I don't even know if I have the right place.
[CUSTOMER][POSITIVE] A right insurance company. I've always just had my premium deducted after I retired.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I don't even know, nobody can tell me where to go, but I had a a cancer policy with American Public Insurance in [PII] with the Clinton Agency that's been bought out. You can't find anybody. So I don't even know if y'all are the right company.
[AGENT][POSITIVE] Oh, bless you. OK, I can do my best to help you. Um, can you give me your name, please? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, I'm [PII]
[AGENT][NEUTRAL] All right, thank you. Give me just a moment. And you live in [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you. Give me just a moment, please.
[AGENT][NEUTRAL] OK. Let's see. Yes.
[AGENT][NEUTRAL] Let's see if I found you.
[AGENT][NEUTRAL] OK, so Mr. [PII], can we verify your date of birth and then your address, please?
[CUSTOMER][NEUTRAL] You certainly [PII]. [PII].
[AGENT][POSITIVE] Thank you, that's what we have.
[AGENT][NEUTRAL] And your address, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, well, we have a completely different address for you.
[CUSTOMER][NEUTRAL] Do you have a [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's try [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, yeah, I lived in [PII] for 3 years. I forgot that, uh.
[CUSTOMER][NEUTRAL] uh, [PII] or something, um.
[CUSTOMER][NEUTRAL] I don't remember.
[AGENT][NEUTRAL] That's OK because your phone number is matching what we have in the system. [PII]. Wonderful. So let's update, let's start by updating your address. Yes, let's, let's update that address because you're definitely not getting any information from us. We had a [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yes ma'am, it's what I'm on right now.
[CUSTOMER][NEGATIVE] No, I haven't gotten anything and I'm afraid I'm gonna need this now.
[AGENT][NEUTRAL] Oh goodness. OK. So you have a, it was a [PII] address. Does that sound familiar?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. So let's get that new street address, please.
[AGENT][NEUTRAL] Is that where you live now, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. I live in uh [PII]. That was almost now 15 years ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, goodness. OK, well, let's put, let me have that new street address again, please.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] City is [PII] is the zip code.
[AGENT][POSITIVE] All right, thank you, and [PII], that was [PII]
[CUSTOMER][NEUTRAL] E
[AGENT][NEUTRAL] I'm sorry. [PII] Let me, I do have the [PII] there. OK. [PII]. All right. So, Mr. [PII], would you like to add an email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] I do be happy to. It is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Wonderful. Alright, let's take a look and I'll give you your policy numbers at what you have with us.
[AGENT][NEUTRAL] OK, I see you have an intensive care and a cancer policy with us. So when you're ready, I will give you both policy numbers.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so your intensive care, that is 59849.
[CUSTOMER][NEUTRAL] 59849
[AGENT][NEUTRAL] 59849, yes, that is correct. Alright, and for your cancer policy.
[AGENT][NEUTRAL] That is 70.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 79.
[AGENT][NEUTRAL] 71
[CUSTOMER][NEUTRAL] 707971
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And what we have is we have an uh a website where you can set up an account for yourself. You can view all your policy information. You can upload claims from there. You can view status of claims from there and if that is something you are interested in, I will definitely give you that, uh, website.
[CUSTOMER][NEUTRAL] You can give me the website, but I mainly wanna find an agent who I can talk to.
[AGENT][NEUTRAL] Oh yes. OK. Let's see, so the, let me give you the website is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see what can we do about an agent now? Let's check and see what we've got on file for you.
[CUSTOMER][NEUTRAL] Alright, got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, give me just a moment and let me check with our sales department.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Well, she's not there to see who's in today.
[AGENT][NEUTRAL] I take just a moment for them to check.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][POSITIVE] Mhm. Wonderful. Thank you.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] And I will tell you that our benefits department, um, just let you know this while we're waiting on a reply if she's there, um, our benefits department can assist you with any benefit questions that you may have regarding your policies.
[AGENT][POSITIVE] So if that, so if you'd like to speak with them, you're certainly welcome to, and I can put you through to them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I'm
[CUSTOMER][NEUTRAL] I would, I would rather speak face to face to an agent because I have hearing difficulties and I read that face and I read those lips talking on this phone is difficult. That's why I'm.
[AGENT][POSITIVE] I understand completely.
[CUSTOMER][NEUTRAL] Searching for an agent.
[AGENT][POSITIVE] Correct. I do understand, trust me, completely. Um.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Let me she may not be at her desk.
[CUSTOMER][NEUTRAL] I'm not trying to be difficult I just.
[AGENT][NEGATIVE] Oh, by no means.
[AGENT][NEUTRAL] Alright, actually what I'm going to do if you give me just a moment.
[AGENT][NEUTRAL] I am going to call.
[CUSTOMER][NEUTRAL] Oh fine, when you retired you can have moments.
[AGENT][NEUTRAL] I will find out one day.
[AGENT][NEUTRAL] I'm not far behind you, trust me.
[CUSTOMER][POSITIVE] And it's a good thing.
[AGENT][NEUTRAL] Let me speak with someone over there because I think she must be away from her desk. And if I get disconnected, I will give you back a call at the number we verified and have in our system for you. So give me just a moment, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Hello, APL, this is [PII].
[AGENT][NEUTRAL] and
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Hi, how can I help you?
[AGENT][NEUTRAL] Hey, dear, this is [PII]. I'm sorry, we kinda had a bad connection there for a second. Well, I see, I got you and I was IMing you.
[AGENT][NEUTRAL] I thought maybe you had stepped away from your desk. I, Miss [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, I was just trying to figure out who would handle it, but no one's writing me back in our, in our chat, so I
[AGENT][NEUTRAL] Right. Yeah, yeah, I, I get that too. I get that too, honey, trust me. Um, so I'm just trying to figure out who do we send these people to that the [PII] agency used to.
[CUSTOMER][NEGATIVE] have no clue.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Work.
[AGENT][NEGATIVE] You know, he's not, oh, he's very good natured, very, you know, the, the insured, but he's like, I have no agent. They have closed. I can't get in contact with anybody. I'm like, oh God, oh God, I understand, you know.
[AGENT][NEUTRAL] And we do.
[CUSTOMER][NEUTRAL] So a Danny group or I don't, I don't, I don't that I don't know.
[AGENT][NEUTRAL] No, this is not, this is one of the oldest companies that we had this agency was with us for years, um.
[AGENT][NEUTRAL] For years and now apparently they're no longer with us. Let me see.
[AGENT][NEUTRAL] If [PII] knows cause she, she worked with him real well, she's gone to lunch.
[CUSTOMER][NEUTRAL] Do you know the group number?
[AGENT][NEUTRAL] It was, I do, let's see. It was Lincoln Parish School Board 6704.
[AGENT][NEGATIVE] Aren't you smart? I didn't even think about that. Good gosh, almighty. I just went right to, nobody's listed on the freaking policy. Oh no.
[AGENT][NEUTRAL] So [PII], help me, Lord. [PII].
[CUSTOMER][NEUTRAL] Um, did we try the [PII] guy or no?
[AGENT][NEUTRAL] I'm looking
[AGENT][NEUTRAL] You are brilliant. Thank you, [PII]. I get in a panic, I guess. No, you know, not, that's, he is showing active in our system that is 00. So I am going to give Mr. [PII], Mr. [PII]'s information since he was with. He was, he's retired now, but he was with Lincoln Parish School Board.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So I think that's why I was kind of in a panic. I was like, oh God. I said Mr. [PII] should still be able to help him, you think?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Yes, he should be able to help. I mean, I showed him as being active.
[AGENT][NEUTRAL] Yeah, he's active. I was just wondering since the insured was retired, but that's where we're gonna start. OK, dear?
[CUSTOMER][POSITIVE] All righty.
[AGENT][POSITIVE] Thank you, [PII]. You're awesome. I do appreciate it. My dear.
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] All right, you have a good day.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, Mr. [PII].
[AGENT][NEUTRAL] Can I get, OK, good. I'm hoping I didn't lose you. All right, so we have found [PII]. Mr. [PII] is the active agent of record for the group for Lincoln Parish School Board, which is where you retired from, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] I didn't retire from there. I went from there to the State Department, which the State Department wouldn't withhold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Wouldn't withdraw for it so I had to just go having a my bank withdrawal out of my bank account so I'm not with the Lincoln Parish system.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I think Mr. [PII] still may be able to help you.
[AGENT][NEUTRAL] Um, because he, because he was the broker for this group and that's what this policy was under.
[CUSTOMER][POSITIVE] OK, that works.
[AGENT][NEUTRAL] So I believe OK wonderful and uh let me give you his number oh now you may not be able to speak with him face to face so I don't think he's local but he may be able to find you a local broker that maybe he.
[CUSTOMER][NEUTRAL] OK, that's fine with me.
[CUSTOMER][NEUTRAL] Where is he located?
[AGENT][NEUTRAL] In [PII]. So, um,
[CUSTOMER][NEUTRAL] Where in [PII]?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's where his business address shows. Little Rock.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me give you his number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, 5, OK, good. [PII].
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 0194.
[AGENT][NEUTRAL] That is the number we're showing and his name is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Mr. [PII], uh, if he, if he cannot assist you, if you'll call back at our [PII] number and go to our broker resources department.
[CUSTOMER][NEUTRAL] All right, I'll go there.
[AGENT][NEUTRAL] They, you know, they're the ones who work with our.
[CUSTOMER][NEUTRAL] What is that [PII] number again? I just.
[AGENT][NEUTRAL] OK, I'll give it to you.
[CUSTOMER][NEUTRAL] What is your [PII] number?
[AGENT][NEUTRAL] All right, so it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, the broker department.
[AGENT][NEUTRAL] Right. Uh, if you'll go to our broker's department, they should be able to be, but that's who I was speaking with and that's what we came up with right here was Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'll try that, see where I can get.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. All right. Thank you so much and I hope Mr. [PII] can assist you, Mr. [PII].
[CUSTOMER][NEGATIVE] But if I can't get any help from, if I can't get any help from here, what do I do? I mean, I've paid in for this for 20 some odd years and they probably need it now.
[AGENT][NEUTRAL] Right, yes.
[AGENT][POSITIVE] Oh bless you. I hope not. um, do call back to our broker resources department because they are the ones who would find a broker for you if Mr. [PII] is not able to assist you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Now, we'll do that then. Thank you.
[AGENT][POSITIVE] OK. Thank you. Is there anything else we can help you with at the moment?
[CUSTOMER][NEUTRAL] No, ma'am, that's all I needed.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, thank you for
[CUSTOMER][NEUTRAL] I'll go from there. I might have to call you back, but I'll go from there.
[AGENT][POSITIVE] That's fine. That's absolutely perfectly fine. OK. All right. Well, Mr. [PII], you have a wonderful day. Good luck and I hope Mr. [PII] can help you. Thank you and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Alrighty.