AccountId: 011433970860
ContactId: c11b7a1e-76f6-4bc8-9437-32ccd758f7f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279959 ms
Total Talk Time (AGENT): 64981 ms
Total Talk Time (CUSTOMER): 157098 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/c11b7a1e-76f6-4bc8-9437-32ccd758f7f1_20250529T17:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I got a letter from y'all. Um, we've been adding some contingencies to our life insurance policies. Mine started out banner life and then it looks like it changed to legal in general. Is that are y'all APNL did that used to be y'all?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] I mean, it did it change?
[AGENT][NEUTRAL] Oh, you've always been APL.
[CUSTOMER][NEUTRAL] But what I
[CUSTOMER][NEUTRAL] OK, well, I'm confused because we sent this in to legal in general where we were adding some contingencies, um, beneficiaries, and this letter says that y'all can't find.
[CUSTOMER][NEUTRAL] Uh, my policy number, you know that you don't show a policy number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But I don't know why it went to y'all.
[CUSTOMER][NEUTRAL] You know what I mean?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It was mailed to legal in general.
[AGENT][NEUTRAL] I'm not sure who they are, but um, does, what is the letters?
[CUSTOMER][NEUTRAL] It's a life insurance company.
[AGENT][NEUTRAL] OK, well, the letter just state that we were unable to locate y'all or locate you in our system.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right. And then there's a copy of, uh, y'all made a copy on the back of your letter where I had signed.
[CUSTOMER][NEUTRAL] I can give you the number and see if it makes any sense to you.
[AGENT][NEUTRAL] OK, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mm, and your name is?
[CUSTOMER][NEUTRAL] We sent in for [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] We sent in 4, so I don't know why this [PII]
[AGENT][POSITIVE] OK, thank you ma'am. Let's see.
[CUSTOMER][NEUTRAL] But they're all life insurance.
[AGENT][NEUTRAL] And Ms. [PII], what is your, um, or, what state are you calling from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I don't show you in our system. uh, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yes, I'm sorry, my allergies are killing me, so I keep coughing. But now in your letter.
[AGENT][NEUTRAL] Oh no, I understand.
[CUSTOMER][NEUTRAL] On the letter.
[CUSTOMER][NEUTRAL] The policy number y'all have is missing a number y'all have 18153206.
[CUSTOMER][NEGATIVE] Which is missing a 0 after the 3.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh do not show that coming up. Does it say what department it was from?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it just had this phone number on there. It just says after research blah blah blah, the American public life does not have an active life insurance policy with the names above in the policy number.
[CUSTOMER][NEGATIVE] But like I said, there's one number missing on it.
[CUSTOMER][NEUTRAL] And then y'all made a copy of it on the back.
[CUSTOMER][NEUTRAL] Of my front page of my policy, and my front page with my name and stuff on it.
[AGENT][NEUTRAL] OK. Did you send us a copy of the policy that you have?
[CUSTOMER][NEGATIVE] I don't know why I would have. I don't know who you are.
[CUSTOMER][NEUTRAL] You know, we, I sent it to uh [PII].
[AGENT][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] Yeah, that's not us, um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] That's crazy because I, I sent in 4, and this is the only one that went to the wrong place, which is weird, but
[CUSTOMER][NEUTRAL] That were you finding my birthday or anything?
[AGENT][NEUTRAL] Uh, no, ma'am. I'm not showing it in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You didn't show anything. OK. Well, I guess I'll just send this back to American general, I mean, to, uh, whatever it is legal in general and see I how I got it, so maybe it's just a.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Yes, ma'am. Um, all right. All right, you're welcome. Have a great day, Ms. [PII]. Bye.
[CUSTOMER][POSITIVE] OK, I appreciate you.
[CUSTOMER][POSITIVE] Thank, thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too.