AccountId: 011433970860
ContactId: bf907ba6-64ed-477a-b522-2153aa5d55e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225759 ms
Total Talk Time (AGENT): 113471 ms
Total Talk Time (CUSTOMER): 88357 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/bf907ba6-64ed-477a-b522-2153aa5d55e5_20250225T13:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I'm sitting here with my mother, [PII]. Um, her husband, my father passed away and we're going through insurance, etc. Uh, she has a card here for American Public Life Insurance Company. This, this won't be a claim on my father. We're just trying to figure out exactly what this policy or what this card is.
[AGENT][NEUTRAL] OK, Mr. [PII], so your father had a policy with APL but he has passed away. Is that correct?
[CUSTOMER][NEUTRAL] No, my mom has a policy. I don't think this has anything to do with my dad. We're just trying to figure out my mom has a card, [PII], American Public Life Insurance, and we wanna figure out what this is.
[AGENT][NEUTRAL] OK, yes, sir. And you did say that I can help you with this, Mr. [PII]. You did say your mom is with you, is that correct?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] OK. Hi, Ms. [PII]. OK, so first off, Mr. [PII], what is a good callback number, please?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the policy number, please?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Policy slash certification number 655691.
[AGENT][NEUTRAL] OK, thank you, so give me a moment to get the information pulled up.
[AGENT][NEUTRAL] And then I will have to verify several things with you first for security.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so Ms. [PII], excuse me, if you could first there's several things that I will have to verify for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] Um, I'm not, I think it would be changed. Um, what it was was A Street.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's different now if that makes it you want her current or what OK.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] I don't know because I don't know what this is. I just have to verify it for security, but that is not the address.
[CUSTOMER][NEUTRAL] OK, um, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then your phone number, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, was there, the phone number we have is something different. It was a [PII] area code, maybe a landline.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, it was [PII].
[AGENT][NEUTRAL] OK, thank you very much. All right, so this policy is no longer active, Ms. [PII]. This was a supplemental medical policy that you had through your employer with Robertson Health PMD Corporation.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] You have this from [PII].
[CUSTOMER][POSITIVE] OK. That's right, there's no debits or anything for this, so that that all makes sense to me.
[AGENT][NEUTRAL] But it is
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, this was something that was done through your employer, Ms. [PII]. This was a payroll deducted.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Supplemental medical policy that you have. So you can just discard that, that ID card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, no that's perfect. Thank you.
[AGENT][POSITIVE] OK. Well, you are certainly welcome. Um is there anything else that I could help you all with today?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK, well then, thank you both for calling APL and I hope you have a very nice day.
[CUSTOMER][POSITIVE] Thank you. You too