AccountId: 011433970860
ContactId: b1957424-b6e8-427d-9427-df3834d8f6ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294820 ms
Total Talk Time (AGENT): 48667 ms
Total Talk Time (CUSTOMER): 165318 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b1957424-b6e8-427d-9427-df3834d8f6ac_20250609T22:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII], and I'm calling because my son received, um, uh, some paperwork about a life insurance, and it's, um, already has a certificate number and that I I don't know if this is a company one, but I'm gonna tell you, last year his Social Security and identification were stolen and I have presently found at least 20 people around the country working in his name. So every time we get something in the mail.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I have to call these companies and say you hired a fake [PII].
[CUSTOMER][NEGATIVE] So and this showed up and I, I mean, I, I know he doesn't have any type of life insurance or anything so I figured it's another fake [PII] out there in the world working.
[CUSTOMER][NEUTRAL] I'll give you the certificate number.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 026 02610134.
[CUSTOMER][NEUTRAL] Maybe you have the name of the company that hired him, yeah.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is his name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] Alright and give me just one moment, OK? Let me look into this.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, it looks like this policy is no longer active.
[CUSTOMER][NEUTRAL] Oh, OK, who was the company?
[AGENT][NEUTRAL] Uh, yeah, it looks like.
[AGENT][NEUTRAL] What company do you have for him?
[CUSTOMER][NEUTRAL] Oh my God, there's like 20.
[CUSTOMER][NEUTRAL] Um, the latest one that I spoke with that I, I found out about them is because they sent us, uh, uh, health insurance premium here and I'm like, uh, it's not a, let's see, let me see. I'm wondering if it's just a new one or if it's one I'll read all the companies.
[AGENT][NEUTRAL] Um, well, what, what's his company supposed to be?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He doesn't have a company. He's a [PII] college kid.
[AGENT][NEUTRAL] OK, yeah, then yeah, it looks like it was set up from someone else, but that's probably why it got um canceled, yeah.
[CUSTOMER][NEUTRAL] Um, and so his
[CUSTOMER][NEUTRAL] Canceled because they even did the person, was it, was it um uh let's see, um MC Dean Company, that's one of them. The latest one that I spoke with was um my tech, [PII] in [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's who we have and that's, that's why it got canceled. Mhm.
[CUSTOMER][NEUTRAL] Is that it?
[CUSTOMER][NEUTRAL] Yeah, and I'm mean, yeah, because they went to go um.
[CUSTOMER][NEGATIVE] Find him this fake [PII] on site and they said he already left and and went running. I'm like, what happened is people are using [PII]'s information to work.
[CUSTOMER][NEGATIVE] At different sites all over the country, different like construction sites, electric sites, and every time and they're using our, they've recreated fake driver's license with their picture and every time information is mailed, it's sent to us. They don't bother changing the the the address on the fake fake driver's license so it gets mailed to me and then I have to call.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And say you've hired a fake [PII] and go through this whole big process. Yeah, last year it said he made $250,000 that's how much was made in his name last year and it wasn't him.
[CUSTOMER][NEUTRAL] It's so anytime I get something I just have to call and say you've got a fake [PII] and I usually I send over all the information, the police report, everything I've got. OK, so this is was that company, yeah.
[AGENT][NEUTRAL] Yeah and it's been canceled so so you should be OK mhm.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] Right, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] Alright, bye.