AccountId: 011433970860
ContactId: bf5fa5bc-9bef-4e8c-96c3-f08f0bde26da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 816710 ms
Total Talk Time (AGENT): 254861 ms
Total Talk Time (CUSTOMER): 249271 ms
Interruptions: 4
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/bf5fa5bc-9bef-4e8c-96c3-f08f0bde26da_20241230T21:22_UTC.wav
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[AGENT][NEUTRAL] You for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh
[CUSTOMER][NEUTRAL] I want to make sure that our plan is terminated.
[AGENT][NEUTRAL] Did you say that you're sure your plan is terminated or you're calling to verify if it's termed terminated?
[CUSTOMER][NEUTRAL] I can to verify, yeah.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your name is [PII]? OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Uh, member ID?
[AGENT][NEUTRAL] Uh, it's a policy start number that begins with a 0.
[CUSTOMER][NEUTRAL] I don't see that.
[AGENT][NEUTRAL] OK, the D number belongs to a different company.
[AGENT][NEUTRAL] What is the first and last name on the policy if you could spell that for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm spell the first and last name for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] OK, spell the first name for me. I spell it out for me.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And spell the last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said that the last name is [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And what phone number did you dial?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm not sure, you transferred like 3 times.
[AGENT][NEUTRAL] OK. You don't know what number you dialed?
[AGENT][NEUTRAL] Initially,
[CUSTOMER][NEUTRAL] It was the
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Give me just a second.
[AGENT][NEUTRAL] I think you're looking for 90 degrees. Let me see if I can get you transferred to that location. You said that the card that you have has a D. It starts with the letter D.
[CUSTOMER][NEUTRAL] A where?
[AGENT][NEUTRAL] Did you say that the, the card that do you have the card, the ID card?
[CUSTOMER][NEUTRAL] Uh this is the insurance card.
[AGENT][NEUTRAL] Uh-huh, and you said the policy number begins with the letter D as in David?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Where's the policy number?
[CUSTOMER][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Oh yeah. There's a start from.
[AGENT][NEUTRAL] And what's the name of the insurance company on the card?
[CUSTOMER][NEUTRAL] Uh, Axis Insurance Company.
[AGENT][NEUTRAL] OK, that's, so you're speaking with American Public Life.
[AGENT][NEUTRAL] I didn't locate the uh the name in our system, so are you dialing the right number?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] What, what's the what's the customer service phone number on the card that you have?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I think it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And you said that that's excess?
[AGENT][NEUTRAL] What's the name of the insurance company?
[CUSTOMER][NEUTRAL] Axis.
[AGENT][NEUTRAL] Spell it for me.
[CUSTOMER][NEUTRAL] A X I S
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] In an insurance company.
[AGENT][NEUTRAL] Insurance. So it says Access Insurance Company?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me one moment, OK?
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] Nobody is available to take your call at the moment.
[AGENT][NEUTRAL] When you dial that number did you get a recording?
[CUSTOMER][NEUTRAL] Uh, to the recording.
[AGENT][NEGATIVE] Because I just dialed it and it just said nobody is able to take your call at this time.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Where did you get the APL number from?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which is who you're speaking with.
[CUSTOMER][NEUTRAL] It can.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I wonder did the call.
[CUSTOMER][NEUTRAL] What number to call?
[CUSTOMER][NEUTRAL] I don't know. Yeah.
[CUSTOMER][NEUTRAL] Uh, what number?
[CUSTOMER][NEUTRAL] So for mine.
[CUSTOMER][NEUTRAL] They call it my goody me up on that.
[CUSTOMER][POSITIVE] I could jump the car down and I can.
[CUSTOMER][NEGATIVE] The call not uh available.
[CUSTOMER][NEGATIVE] I dialed the wrong number.
[CUSTOMER][NEUTRAL] OK. Uh, can you tell me what number you dialed?
[AGENT][NEUTRAL] The number that you gave me [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] If you said that's the number on the ID card?
[AGENT][NEUTRAL] That you have in your hand?
[CUSTOMER][NEUTRAL] Yeah, billing and cancellation, yeah.
[AGENT][NEUTRAL] Yeah, so when I dialed that number it said that no one was available at the at the time.
[AGENT][NEUTRAL] To take the call.
[AGENT][NEGATIVE] But it didn't, it did not give an option to leave a voicemail, a voice message.
[AGENT][NEUTRAL] So it sounds, it sounds like the, the insurance, you're um I don't know where you got our number from, but I'm not able to pull anything up under the name that you gave me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] The first and last name?
[AGENT][NEUTRAL] So do you think maybe that you have the wrong number or?
[AGENT][NEUTRAL] You said that you've been transferred 2 or 3 times?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, we've been transferred like 2 or 3 times. Like the first time we call like the provider number, the accident and they transferred us to the, the company.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] They said that the plan was already terminated, so
[CUSTOMER][NEUTRAL] They want to like confirm with enrollment and like transfer it again.
[AGENT][NEUTRAL] What's the name of the emp[PII]? When you say company, do you mean the employer?
[CUSTOMER][NEUTRAL] the insurance company, I don't know.
[CUSTOMER][NEUTRAL] I just called the number on the card.
[AGENT][NEUTRAL] OK, which is not our number, we have an [PII] number, so I'm just trying to go backwards and see how you got to us.
[AGENT][NEUTRAL] So we're not AXA insurance.
[AGENT][NEUTRAL] For American Public Life.
[CUSTOMER][NEUTRAL] Uh yeah, I'm not sure then.
[AGENT][NEUTRAL] Can I
[AGENT][NEUTRAL] Yeah, and I searched under the name and I didn't locate anyone under that name. Who is the employer? what company is the insurance through the employer?
[CUSTOMER][NEUTRAL] The player.
[AGENT][NEUTRAL] I mean, are you the, are you the cardholder?
[CUSTOMER][NEUTRAL] What the.
[AGENT][NEUTRAL] Can I speak with the cardholder?
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] Um, I cannot see you anyway.
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[AGENT][NEUTRAL] Hi [PII] um who is your employer?
[CUSTOMER][NEUTRAL] Uh, my insurance employer, this one I buy from, uh, uh, uh.
[CUSTOMER][NEUTRAL] But he said I they never.
[AGENT][NEUTRAL] Who do you have this coverage with?
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Yeah, this one I buy the uh private insurance.
[AGENT][NEUTRAL] OK. So currently, you're speaking with American Public Life Insurance Company. So is your coverage through Axis Insurance?
[CUSTOMER][NEUTRAL] It's yeah, he said.
[CUSTOMER][NEUTRAL] Uh, yeah, that's what it used to be, but uh we wanted to cancel it.
[AGENT][NEUTRAL] OK, well, we're not access, so we don't, we can't, we can't cancel it. You need to call Acc access Insurance.
[CUSTOMER][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] Do you have the phone number for access? Is it the [PII] number that you gave me?
[CUSTOMER][NEUTRAL] No, I don't know. My, yeah, go speak with my son. My son look for me.
[CUSTOMER][NEUTRAL] OK, yeah, yeah, that's what it says on the card billing and cancellation.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The phone the cat food.
[CUSTOMER][NEUTRAL] Uh, yeah, I believe the numbers on the card.
[AGENT][NEUTRAL] Did you, did you say?
[AGENT][NEUTRAL] Do you see the number on the ID card?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The [PII] number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So if you're calling regarding if the policy is term or you know, to verify that, that would be the number to call.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Am I missing something?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, no, no, no, uh, we'll go ahead and, uh, try that number right now.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] All [PII]. And sir, what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]? OK. All right. And so, um, could you put [PII] back on the phone, please?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] [PII], did, did you have any other questions?
[CUSTOMER][NEUTRAL] Come.
[CUSTOMER][NEGATIVE] No, I don't have a question, but I want to cancel my card because I have another.
[AGENT][NEUTRAL] Yeah, I think
[AGENT][NEGATIVE] Yeah, I think you may have dialed the wrong insurance company.
[CUSTOMER][NEUTRAL] I think for the.
[AGENT][NEUTRAL] And so there's a phone number on the card.
[AGENT][NEUTRAL] Let me get, it's [PII] number.
[CUSTOMER][NEUTRAL] But my son called the the phone in the current incident. Why the wrong number? I don't know.
[AGENT][NEUTRAL] Uh, so it the the automated system came on and it just said that they were not available to take any calls at the time.
[AGENT][NEUTRAL] The [PII] number but we can't cancel it because we're not the insurance company.
[CUSTOMER][NEUTRAL] I call back at [PII].
[CUSTOMER][NEUTRAL] What, why, why, how, how, how I call the, the, the phone number for the incident. So can you speak with my son yeah.
[AGENT][NEUTRAL] It's the number on.
[AGENT][NEUTRAL] Do you have your ID card?
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] I did that.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] The formal ID card.
[CUSTOMER][NEUTRAL] The ID card, my son gave you already. I don't have any this one ID ID.
[AGENT][NEUTRAL] Yeah, and the number on the card is not our number, so that's the number that you would need to dial.
[AGENT][NEUTRAL] There's a number on the card that he has.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Yeah, uh, we, I mean, I just gotta hang up then and I call that number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day as well.
[CUSTOMER][POSITIVE] Thank you have a good day.
[CUSTOMER][POSITIVE] Thank you.