AccountId: 011433970860
ContactId: c273dcfd-a362-48cc-be0d-6fd7da630807
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211360 ms
Total Talk Time (AGENT): 76662 ms
Total Talk Time (CUSTOMER): 73001 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/c273dcfd-a362-48cc-be0d-6fd7da630807_20250501T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APM. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, I just called to talk about a premium that wasn't paid for some reason and, and, um, they said, well, you're no longer covered.
[CUSTOMER][NEGATIVE] And I was like, what do you mean I'm no longer covered? How is that? what happened?
[CUSTOMER][NEUTRAL] And so they said well this is the number to call to figure out.
[CUSTOMER][NEGATIVE] So I'm trying to figure out why the heck I'm not covered anymore.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can look that up for you. Um, first, could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need your policy number and if you don't have that, I can look it up by your social.
[CUSTOMER][NEUTRAL] I do. It's ALM.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0133282
[AGENT][NEUTRAL] OK. That's not one of our policy numbers. Um, I can look it up by your name also. What's your last name?
[CUSTOMER][NEUTRAL] Well this is a member ID.
[CUSTOMER][NEUTRAL] Is that what you need?
[AGENT][NEUTRAL] Yes, ma'am. And is that the number you gave me?
[CUSTOMER][NEUTRAL] It says A
[CUSTOMER][NEUTRAL] ALM 0133282
[AGENT][NEUTRAL] No, ma'am. That doesn't sound like one of our policy numbers. Our policy numbers normally begin with a 01 or 02. It doesn't begin with any um letters.
[CUSTOMER][NEUTRAL] Well, I don't know what to say then that's what it says on my card.
[AGENT][NEUTRAL] OK, I could try to look it up by your name. Um, what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your first name is [PII]?
[CUSTOMER][NEUTRAL] Uh-huh. Uh-huh.
[AGENT][NEUTRAL] OK, no one's coming up by that name. Um, I can look it up by your social.
[CUSTOMER][NEGATIVE] This is just weird now.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The 3, you need my social?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. No one's coming up in our system under that social. This is American Public Life Insurance, um.
[AGENT][NEUTRAL] There's a there's policies for secondary gap insurance and dental insurance, life insurance.
[AGENT][NEUTRAL] Um, accident insurance.
[CUSTOMER][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] That that's so weird. This is the number they gave me to call, isn't that weird? All right, that's not right. All right, thank you.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK. Thank you for calling APL [PII]. You have a great rest of your day.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] You too bye bye