AccountId: 011433970860
ContactId: 8ac7d6bc-1db5-41a8-9ef2-f61f6038e500
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426029 ms
Total Talk Time (AGENT): 118022 ms
Total Talk Time (CUSTOMER): 202856 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/8ac7d6bc-1db5-41a8-9ef2-f61f6038e500_20250428T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I've been with APL for a while, um, or it's um.
[CUSTOMER][NEUTRAL] OK, so my member number is 417,190.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I um
[CUSTOMER][NEUTRAL] I, I want to log into the APL and I said I opened an account a while back but doesn't look like it knows who I am. So, uh, can you give, can how can I get access to the to the website?
[AGENT][NEUTRAL] Are you on the OSC website?
[CUSTOMER][NEUTRAL] APL on the APL website [PII]. login.
[AGENT][NEUTRAL] OK. Yes, I can help you with that today. I just need to verify a couple pieces of information. So, I pulled up the policy number that you gave me. Can you verify your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] So when I pulled up that policy, it doesn't look like
[AGENT][NEUTRAL] That is the name or date of birth. Is there a member ID?
[CUSTOMER][NEUTRAL] Well, because used to be, yeah, my husband, but I, I asked him to change that. He moved away. It was under my voice of I said it was under both names. I, I, I even got this, uh.
[CUSTOMER][NEUTRAL] The my husband is [PII]. I mean we separated, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, uh, I fixed that when I got the when I got the loan for the corner car.
[CUSTOMER][NEUTRAL] Uh, I said that that was that they took his name and they just fixed my name.
[AGENT][NEUTRAL] OK, so that's not the name under this policy either. Let's, so do you have your card with you?
[CUSTOMER][NEUTRAL] It's a member number.
[CUSTOMER][NEUTRAL] Oh, is this the APL Federal Credit Union?
[AGENT][NEUTRAL] Yes, this is APL American Public Life. It should say.
[CUSTOMER][NEUTRAL] No, no, it's Federal Credit Union.
[CUSTOMER][NEUTRAL] Yeah, no, the federal credit it is.
[CUSTOMER][NEUTRAL] The APL Federal Credit Union.
[CUSTOMER][NEUTRAL] Is this it?
[AGENT][NEUTRAL] Yes, it is. Um, it should say like your member number or your policy cert.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, my member number is 417,190 according to the to the statements of the COA.
[AGENT][NEUTRAL] OK, just a second. Sorry, ma'am. I put 317,190. Just a second.
[CUSTOMER][NEUTRAL] 417,190.
[AGENT][NEUTRAL] I will type that one in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you see me?
[AGENT][NEUTRAL] OK. Now, what is your first and last name and date of birth? Sorry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] At least that's OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I live in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you see me?
[AGENT][NEUTRAL] No, I do not.
[CUSTOMER][NEUTRAL] I can understand it.
[CUSTOMER][NEUTRAL] What do you mean you.
[AGENT][NEUTRAL] Yes, I don't
[AGENT][NEUTRAL] I don't know, I typed in policy. Mhm.
[CUSTOMER][NEUTRAL] The number 4.
[CUSTOMER][NEUTRAL] The number 1, the number 7, the number 1, the 417,190.
[AGENT][NEUTRAL] Yes, ma'am. So, I'm thinking that you
[AGENT][NEGATIVE] Need to be transfered over to 90 degree. Sometimes this happens, it's the wrong line.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEGATIVE] I have to be worked. I am paying for the, the corner, so I have to be in the system.
[AGENT][NEUTRAL] Yes, ma'am. Um, I'm gonna transfer you over to 9090 Degree IMA, OK? And you're just gonna give them that policy number.
[CUSTOMER][NEUTRAL] And what, what is that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 90 degree IMF. What is that?
[AGENT][NEUTRAL] It's just so it's an insurance company.
[CUSTOMER][NEUTRAL] OK, I am confused. I even have a little account in there, a bank account in the APL. I need to open an account with APL.
[AGENT][NEUTRAL] You're trying to open an account? Mhm.
[CUSTOMER][NEUTRAL] I want to pay the card.
[CUSTOMER][NEUTRAL] OK, I have a savings account there for not much in there $260. I, I have an account in there. I want to get inside so then I can pay the corner.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I don't want to talk to somebody else.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just not pulling your.
[CUSTOMER][NEUTRAL] But I mean, I don't need any insurance.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not pulling your policy up by that policy number. So let's actually, let's try.
[CUSTOMER][NEUTRAL] What policy this should be a.
[CUSTOMER][NEUTRAL] And essentially, I mean, I, I have a statement from the APL, Federal Credit Union that I get from you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It is under my name and maybe my husband is in there still even though they, I took him I asked him to take him out.
[CUSTOMER][NEUTRAL] And when the current is under my name.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Can, can you look under [PII]? Maybe that's a confusion.
[AGENT][NEUTRAL] Yeah, so let me look you up by your social or your first and last name, whichever you prefer.
[CUSTOMER][NEUTRAL] My social is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] This, this branch is the one that is in uh.
[CUSTOMER][NEUTRAL] In the [PII], correct?
[AGENT][NEUTRAL] This is just APL American Public Life. Um, I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] OK, I, I, I think it's something wrong. This is not the APL Federal credit union. That's what I've been trying to tell you.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Mm mm. No, this is, OK, thank you.
[CUSTOMER][POSITIVE] OK, goodbye thank you.