AccountId: 011433970860
ContactId: 9b3e44cd-3cf5-40eb-938a-d09830456e68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392540 ms
Total Talk Time (AGENT): 187010 ms
Total Talk Time (CUSTOMER): 196072 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/9b3e44cd-3cf5-40eb-938a-d09830456e68_20250114T19:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] I don't know if I talked to you before, [PII]. I don't think so because my daughter's name is [PII] and I would have remembered that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I was talking to somebody earlier. Yeah.
[CUSTOMER][NEUTRAL] Did I talk to you before just a few minutes ago?
[AGENT][NEUTRAL] No ma'am, but I can definitely see how I can help you today, but before we proceed, let me get your name and a callback number please.
[CUSTOMER][NEUTRAL] As long as you don't give my phone number out to any any telemarketers.
[AGENT][NEUTRAL] my
[AGENT][NEUTRAL] It's just in the event that we get disconnected it'll be necessary for me to contact you back but other than that we're not recording it or keeping it.
[CUSTOMER][NEGATIVE] Yeah. You don't need to, uh, I'm not gonna get hung up on and if I get hung up on, I'll call you back. My phone number is out there and I'm getting nothing but bombarded with a bunch of crap on my phone. People sending text messages, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I just want to find out why I got this letter from you and what, what, what you have to do with me. I've been self-employed for over 30 years, so I don't have a ben I don't have employer name or uh or I have no clue why American Public Life Insurance Company plan offers affordability benefit. What is this about?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can definitely help verify. Is there a policy number on that letter that you received?
[CUSTOMER][NEUTRAL] It says cert number I guess it's certificate number SE CERT number 02568489.
[AGENT][POSITIVE] Thank you for that. What was your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, Mr. [PII].
[AGENT][NEUTRAL] All right, bear with me. I'm just looking at the notes and checking policy details.
[CUSTOMER][NEGATIVE] I mean, I worked for Capital Lighting maybe 35 years ago. I, I don't think you would be contacting me for any kind of benefits from that, even though I worked for the company for 10 years.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And otherwise I have no clue why how you got my phone how you got my address, my name, and what this is about.
[AGENT][NEUTRAL] Did you ever work or have any association with Business Workers of America?
[CUSTOMER][NEUTRAL] Uh, I have Medicaid right now.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've never heard of Business Workers of America.
[AGENT][NEUTRAL] They may be
[CUSTOMER][NEUTRAL] And I was self-employed with an electrical business with my husband for the past 25 years.
[AGENT][NEUTRAL] Let me see, bear with me one moment, let me look at one more thing.
[AGENT][NEUTRAL] We do really receive electronic groups and it looks like this is one of our electronic groups if you'll just bear with me one moment let me.
[CUSTOMER][NEGATIVE] Because this is like one of my, my pet peeves.
[CUSTOMER][NEUTRAL] I, I, I get, I, I got on somebody's email list and literally 100+ emails a day from, from, you want a free tractor? Really? I, I want a free tractor. I don't need a tractor.
[AGENT][NEUTRAL] Yes, ma'am. Um,
[CUSTOMER][NEGATIVE] You want a free Netflix account. You want a free um Costco membership. You want a free, I don't know who I got on who's, but now I'm getting bombarded with with not only emails but stuff to my house solicitation.
[AGENT][NEUTRAL] Right, I understand so.
[CUSTOMER][NEUTRAL] This looks like so.
[AGENT][NEUTRAL] Um, I can't really confirm on how we got your information. I do show that it is going through a third party of Business Workers of America. It's a group association. It's not really an employer, um, it's more like a third party that administers certain plans and being that you're self-employed, I don't know if it's something that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Because it's showing that we got your information in [PII]. I don't know if it's something that might have been that you got through somebody else and they had it through Business Workers of America. You were basically just.
[CUSTOMER][NEUTRAL] Uh, I, I, I.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] I know nothing about that. I don't contact anybody. I've never contacted anybody from Business Workers of America. And this sounds to me like uh uh just like what I said to you. I got on somebody's mailing address and now I'm being bombarded with a bunch of solicitations.
[AGENT][NEUTRAL] It's.
[AGENT][NEUTRAL] OK, well, you're not gonna get anything else from us um we do have a notation that you did speak to somebody and I do apologize for the confusion on that. You can just disregard that letter was actually just a notification saying that the policy was no longer active, so you can just disregard everything on that. Is there.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So, so, so I had some kind of policy that's not even active now and this letter is this letter says something about um filling out authorizations for um.
[AGENT][NEUTRAL] If you want to keep it.
[CUSTOMER][NEUTRAL] It, it says electronic funds transfer. I authorize authorization to honor checks or electronic transfer funds drawn by or payable to America life public life insurance company.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So if you do wanna keep it is a medical policy. Um, it's a limited hospital indemnity plan and if you do wanna keep it, that's what that information was telling you. Here's your option to keep it. And if you want to, you can fill out that bank authorization form and we can set you up on an individual draft. But if it's not something you want, just disregard everything and you're not gonna get anything else from us.
[CUSTOMER][NEUTRAL] Well, individual draft, I don't, so are, are, are they gonna pay me something from this supposed insurance company or what?
[AGENT][NEUTRAL] No, you would have to, no, ma'am, you would have to, that's a, that's a continuation letter. So basically, it's stating that the policy canceled, but we're giving you an opportunity to keep it on an individual basis. Here's the bank authorization form for you to fill out for us to deduct premiums. You have to pay for the policy on a monthly basis.
[CUSTOMER][NEGATIVE] OK, so now we're getting to the bottom of this. This is nothing more than a solicitation letter to try and get me to get more insurance. I'm on Medicaid. I'm my insurance is covered. I, you, the taxpayer, are paying for my medical bills, so I don't need to deal with additional medical coverage with everything I'm dealing with here.
[AGENT][POSITIVE] Right. You can just, right. You can disregard it, Ms. [PII], and I do apologize again for you receiving that, OK? Is that, thank you, Ms. [PII]. You have a wonderful day.
[CUSTOMER][POSITIVE] Alright, alright, alright, alright, thank you, thank you, bye.