AccountId: 011433970860
ContactId: 986b9c63-7dea-4eea-a483-44625331d986
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456299 ms
Total Talk Time (AGENT): 202829 ms
Total Talk Time (CUSTOMER): 184050 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/986b9c63-7dea-4eea-a483-44625331d986_20250507T17:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, I spoke to you guys earlier this morning and uh apparently I was gonna get a report and I have not received it yet and it's been a couple of, couple of few hours.
[AGENT][NEUTRAL] OK, are, so you said that you have spoken to someone at APL this morning and you were supposed to be receiving, did you say a report?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] Does it do is it, is that not a quick response or is this something I need to call back on tomorrow if I don't get it?
[AGENT][NEUTRAL] OK, I will have to just pull up um some information first before I'll be able to better answer your question, but I can certainly try and help you. Who am I speaking with please?
[CUSTOMER][NEUTRAL] Well you can talk to somebody else too.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What did you ask?
[CUSTOMER][NEUTRAL] I said are you're gonna be forwarding me off to somebody else?
[AGENT][NEUTRAL] I'm not sure at this point until I can get the information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] Guarantees
[AGENT][NEUTRAL] [PII] is your last name?
[CUSTOMER][NEUTRAL] I've got a reference number.
[AGENT][NEUTRAL] OK just a moment.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And Mr. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Now, are you an insured Mr. [PII]?
[CUSTOMER][NEUTRAL] It's my insurance, yes.
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] I can give you a policy number, but you're not gonna want it. I can give you a reference number.
[AGENT][NEUTRAL] I need your policy number first off.
[CUSTOMER][NEUTRAL] 9191444
[AGENT][NEUTRAL] Say that again for me.
[CUSTOMER][NEUTRAL] 9 or 191444.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, and you called and this is a policy number for American Public Life Insurance, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK. And why did you say that I would not want?
[CUSTOMER][NEUTRAL] It's a it's an old policy number.
[CUSTOMER][NEGATIVE] It's an old policy number that you guys don't use anymore that's why I was going to give you the other number because that's what I've been told multiple times you need not the policy number.
[AGENT][NEUTRAL] Go ahead and get, OK, go ahead and give me the other number that you have.
[CUSTOMER][NEUTRAL] The reference number I have is 65864.
[AGENT][NEUTRAL] That's a group number. OK, let me see if I can locate your information under that.
[CUSTOMER][NEUTRAL] It's an old old policy, so.
[CUSTOMER][NEUTRAL] And I'm an old part.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What was the name of the group that that number is associated with the employer?
[CUSTOMER][NEGATIVE] I have no clue.
[AGENT][NEUTRAL] OK, Mr. [PII], how did they look up your information earlier today when you called in?
[CUSTOMER][NEUTRAL] I gave them the policy number and they said that they could not find that through that and they, so then they uh asked for a reference number then I gave them that and they found it that way that's how we write our checks every year we include both policy and reference number every year for the last, I don't know, decades.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Didn't take them long though.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, so you're calling on your specific policy, is that correct, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, I've got 3 policies with you.
[AGENT][NEUTRAL] OK, and you don't have any of the policy num the current policy numbers. You only have your old numbers, is that correct?
[CUSTOMER][NEGATIVE] There's there's not been provided on the documentation we've received.
[AGENT][NEUTRAL] What state do you live in, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII], you know, it sounds like this is gonna take a little bit more time. I'm gonna pull the policies up again and call it a different.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I've located it.
[AGENT][NEUTRAL] OK, so first off, any information that I'm able to provide at this point will be a verification and not a guar verification of benefits and not a guarantee of payment. What is, I will need to verify to several things with you, Mr. [PII] for security. So first off, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Also, the phone number that we show for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, just in case they ask me.
[AGENT][POSITIVE] Thank you. And lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Sir,
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, so just one moment.
[CUSTOMER][NEUTRAL] Um, just
[CUSTOMER][NEUTRAL] Well, I'm trying to um figure out you, you, you had asked me who my employer was at the time that I got this group number in case.
[AGENT][NEUTRAL] That's OK. Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, I don't need any of that information. So I, I, I have that. I, I don't need that.
[CUSTOMER][NEUTRAL] Yes, but
[CUSTOMER][NEUTRAL] Yeah, yeah, let, let me just ask the question first.
[CUSTOMER][NEUTRAL] You asked me that question, could you provide that information to me in case somebody on your end asks me something like that in the future just so I have just so I could help.
[AGENT][NEUTRAL] Hi dear.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] I don't see any employer information, so this may have been something that you just were able to take out with us.
[AGENT][NEUTRAL] When we did sell individual coverage, but we no longer do that, so that's why I asked that.
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So do you have, I can give you the 3 policy numbers if you would like.
[CUSTOMER][NEUTRAL] I don't have a pen on me right now, but you can put it in the email, but I assume you're not gonna be the one emailing me. I'm assuming I'm going to go to somebody else.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, sir, and I see that you just spoke to someone this morning. Typically the request, it's going to take about 24 to 48 business hours for that to be processed. They had to send a request.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That was my initial question is this, is this something I need to wait a day or two? So, OK, that, that works out great. Thank you so much for your time. I'm sorry if, uh, I was challenging to get this information to you.
[AGENT][POSITIVE] Yes sir it is. OK.
[AGENT][NEUTRAL] Not at all. And Mr. [PII], if you use the internet very much, we have a portal that you can also access your policy information in. You can't see your payment information. It does give you your policy information that I would be happy to email you that user guide for that explains how to set that up if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'll leave that up to my wife.
[CUSTOMER][NEUTRAL] I'll leave that up to my wife too to look it up. She can call. I, I was just calling for uh I'm not gonna take it that at this time.
[AGENT][POSITIVE] OK, well, I appreciate you uh letting me tell you about it anyway, and then we will be in touch with you regarding your request from earlier today.
[CUSTOMER][POSITIVE] Thank you so much. You have a good day.
[AGENT][POSITIVE] Thanks you too. Bye-bye.