AccountId: 011433970860
ContactId: 8a55c3fe-2880-461f-a92a-cc7149841a2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408470 ms
Total Talk Time (AGENT): 222254 ms
Total Talk Time (CUSTOMER): 141418 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/8a55c3fe-2880-461f-a92a-cc7149841a2f_20250131T16:10_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, my name is [PII], and I had some banking messed up. I got hacked and had to get everything changed, and I don't know what APL is and I don't know what it's for, and that's what I'm trying to find out because it says I'm November and December back thing and I don't even know I had it. I don't know what it is.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, Ms. [PII], so you've received something from APO and you're wanting to find out what type of policy you have with us?
[CUSTOMER][NEUTRAL] Yeah, it says your bank draft for the premium due from November to December has been returned because of uh account frozen. Well, I closed that account out because it got hacked, OK.
[AGENT][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] OK, so you can I can.
[CUSTOMER][NEUTRAL] And I didn't know anything about, I didn't know anything about this because I guess this was on auto pay.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I can help you with this, Ms. [PII]. What is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] Got me. Oh, here it is. 00.
[CUSTOMER][NEUTRAL] Hold on man I'm trying to read and I can't see even glasses. OK. 00521738.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. So thank you, Ms. [PII]. Give me just a moment to get your policy information pulled up. Now, I will have to verify some things with you for security purposes first before I'll be able to provide you any information on the policy. Um, so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. uh, the phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, I am retired, babe. Let me tell you.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEGATIVE] Yeah, good for you. I'm I'm jealous, Miss [PII].
[CUSTOMER][NEUTRAL] I know, I ran out of that school going hallelujah.
[AGENT][NEUTRAL] I'm sure, I'm sure. Um, and the last thing to verify with me is gonna be your email address, please.
[CUSTOMER][NEUTRAL] I don't use an email.
[AGENT][NEUTRAL] OK, because we do have a personal email on file but you do not use email at all?
[CUSTOMER][NEUTRAL] No, I don't use it anymore. I'm too old. I can't remember it.
[AGENT][NEUTRAL] OK. All right. Well, I'm just gonna get rid of that then.
[AGENT][NEUTRAL] Alright, so just a moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. So this policy, um, Ms. [PII], is one that you've had with APL for a long time, since [PII].
[AGENT][NEUTRAL] And this is a, give me just one second.
[AGENT][NEUTRAL] This policy is a heart disease and stroke policy.
[CUSTOMER][NEUTRAL] Oh, my heart and stroke, OK, that I got when I was at.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Then I feel that way. Heart and stroke. Wait a minute, I gotta write all this stuff down because I can't remember anymore. OK, heart and stroke.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And so, um, as far as your you know, your policy and the payment information since we did have apparently that old, now I can connect you over.
[AGENT][NEUTRAL] To, um, our customer service department. I will give them your policy number and let them know the reason for your call.
[AGENT][NEUTRAL] So that they can, if you're wanting to continue this coverage, they could explain to you what would need to be done.
[CUSTOMER][NEUTRAL] OK, that's great. That's fine. That's why I'm on the phone because I couldn't figure out what APL was because if it's getting taken out automatically, see, I wouldn't even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. It was set up on a monthly bank draft.
[CUSTOMER][NEUTRAL] That's fine. I just didn't know what it was for. Now I remember I got one of those when I was teaching school.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, you did. OK, so do you want to continue it? Are you wanting to? OK, so let me get you connected with someone then who can further go over um what you will need to do now but before I do that, is there anything else that I can help you with?
[CUSTOMER][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] No, that's all I really appreciate it. I just, uh, didn't know what it, what APL meant, so I was trying to, I'm trying to get all this stuff straightened out.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I understand. It, the acronym, I mean, it stands for American Public Life Insurance, but we primarily go by APL. Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's what it said.
[CUSTOMER][NEUTRAL] That's what it said on here after I read it and I thought, well, where did I get that from? But it had to be from school cause we, we start teaching, they start throwing stuff at you, you know, sign this and find that, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, well, I will get you connected then, um, Ms. [PII], and I thank you again for calling APL and I hope you have a very nice weekend.
[CUSTOMER][POSITIVE] You do too, and thank you very much for helping me.
[AGENT][POSITIVE] Yes, ma'am. You are certainly very welcome. It was my pleasure. So one moment, please.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All of our
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Good. I'm fine. I have an insured on the line who received an MSF letter.
[AGENT][NEUTRAL] Uh, it's on policy 521.
[AGENT][NEUTRAL] 738 for [PII].
[AGENT][NEUTRAL] And she couldn't remember what this policy was even for, but she had had, um, her bank account had been compromised, so she had had to close this account several months ago and didn't realize that this was being drafted.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So, and she is definitely wanting to continue it.
[AGENT][NEUTRAL] He'll find out what she needs to do to, you know, get it reinstated.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she's fully verified and the phone number in the system would be the one to call her back on if something happens.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] All right. Are you ready for her then?
[CUSTOMER][POSITIVE] I'm ready now, yes.
[AGENT][POSITIVE] OK. Thank you, [PII]. Have a good weekend.
[CUSTOMER][POSITIVE] And you too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK.