AccountId: 011433970860
ContactId: 972e3e8d-225e-444e-9e19-ccfc6a194cec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327549 ms
Total Talk Time (AGENT): 114430 ms
Total Talk Time (CUSTOMER): 120182 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/972e3e8d-225e-444e-9e19-ccfc6a194cec_20250626T15:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am a member of the insured, primary insured. I am calling to verify.
[CUSTOMER][NEUTRAL] Uh, if, uh, my daughter is, is covered because she's supposed to.
[AGENT][NEUTRAL] OK, and uh.
[AGENT][NEUTRAL] Take a look at that for you and [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you and what is your policy number with us?
[CUSTOMER][NEUTRAL] Um, 01636034.
[AGENT][NEUTRAL] OK, if you could verify your uh date of birth and your mailing address, please.
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII]. My mailing address is [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, thank you so much for verifying your policy and you said you are calling to see if your daughter is covered under the policy?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] And what is her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh [PII] A.
[AGENT][NEUTRAL] OK. I do show she is covered uh on the policy. I show she has been effective since the [PII].
[CUSTOMER][NEUTRAL] OK, so she is covered with the mid mid the gap mid link.
[AGENT][NEUTRAL] But like, yes, the gap policy. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, can I ask you for another policy since, or do I need to call a different number?
[AGENT][NEUTRAL] No, we should be able to pull up uh a different policy.
[CUSTOMER][NEUTRAL] Um, I have a question about the, the group accident.
[AGENT][NEUTRAL] OK, let me see that is.
[CUSTOMER][NEUTRAL] I have the policy number.
[AGENT][NEUTRAL] What is that policy number?
[CUSTOMER][NEUTRAL] 2281763.
[AGENT][NEUTRAL] OK, I do have that policy pulled up. Are you wanting to see if she's covered under this policy also?
[CUSTOMER][NEUTRAL] Yeah, yes, and my husband, I'm pretty sure it says family type, but I just wanna make sure.
[AGENT][NEUTRAL] OK, I do.
[AGENT][NEUTRAL] OK. Yes, I do show she is also covered under the policy, both her and your spouse, effective from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] On the cancer policy.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I get that policy number if you want.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold one moment.
[AGENT][NEUTRAL] And what is that policy?
[CUSTOMER][NEUTRAL] It's 228-1793.
[AGENT][NEUTRAL] OK. I do show uh.
[AGENT][NEUTRAL] All 3 covered under this policy also.
[CUSTOMER][NEUTRAL] Spouse and daughter and me.
[AGENT][NEUTRAL] And daughter.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have one more. This will be the last one.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] It's a term life insurance.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, and what is that policy number?
[CUSTOMER][NEUTRAL] It's 726-7660.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. I do show on this policy you, your spouse and daughter covered.
[CUSTOMER][NEUTRAL] My spouse and daughter covered.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And, and this one I know this is like uh I'm I need to pay this this is I pay it it's not coming out of my uh.
[CUSTOMER][NEUTRAL] Payroll, is there like a, should I, is there like a website where we can pay it or we have to mail it?
[AGENT][NEUTRAL] Uh, OK, so this, this one should be coming out of payroll from my understanding, all our policies are, yes, we do not have individual policies. They are all group policies, so it would come.
[CUSTOMER][POSITIVE] Oh this one is coming OK.
[CUSTOMER][NEUTRAL] All of them are payroll?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, OK, well thank you for that information, [PII].
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, that's it. Thank you so much.
[AGENT][POSITIVE] OK, [PII], you have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.