AccountId: 011433970860
ContactId: c4e85f66-4424-4199-8a89-120efc6cecc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 660119 ms
Total Talk Time (AGENT): 308858 ms
Total Talk Time (CUSTOMER): 239529 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/c4e85f66-4424-4199-8a89-120efc6cecc0_20250428T19:10_UTC.wav
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[AGENT][NEUTRAL] Hey thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII], and I teach with the Bossier Parish School Board in [PII], and I have a uh American public Can policy that I have been paying on for the last 34 years.
[CUSTOMER][NEUTRAL] And I wanted to ask some questions about that.
[AGENT][NEUTRAL] OK, Miss [PII], so you have a cancer policy with APL that you have some questions regarding?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, yes ma'am I can try and help you with that and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number?
[CUSTOMER][NEUTRAL] I do not know. I have no paperwork or anything on it. I, I, I could because I tried thought well maybe I could get online and look it up. I didn't have a policy number. I didn't have a group number.
[AGENT][NEUTRAL] OK, so what is your full social and I can try and it's.
[AGENT][NEUTRAL] See if I can look it up that way.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] 494,350
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] OK, Ms. [PII], I will need to verify several things with you first for security and also any information that is provided today would be a verification of benefits and not a guarantee of payment. 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] OK, I don't think that it's gonna be the same one that's on that.
[AGENT][NEUTRAL] OK. Well, well, I'll need to verify what we have and then I can update it.
[CUSTOMER][NEUTRAL] Um, because I
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Alright, I'm going to.
[CUSTOMER][NEUTRAL] Um, [PII], it would be a [PII] address. Uh, let me see if I can think of the number.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] No, it's, it's.
[CUSTOMER][NEUTRAL] How about [PII]?
[AGENT][NEUTRAL] OK. What is the, let's try, what is that one?
[CUSTOMER][NEUTRAL] The drive.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] maybe?
[AGENT][NEUTRAL] OK, the city and z.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so we're gonna.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so we'll come back to your address if that needs to be updated once we finish verifying your other information. So what is another phone, what is another phone number that we would have on file for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK [PII]?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Or [PII] let's try [PII].
[AGENT][NEUTRAL] OK, thank you and then lastly I do need to add an email address for you what email would you like added?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so last name [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, thank you. And then what about your address? Is [PII] an old address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so what does your address need to be updated to?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that, mhm.
[CUSTOMER][NEUTRAL] Zip code [PII].
[AGENT][NEUTRAL] The same zip? OK.
[CUSTOMER][NEUTRAL] [PII], I'm sorry.
[AGENT][NEUTRAL] That's OK. And what about that phone number? Does it also need to be updated?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, area code [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is that your cell number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII] yes ma'am, yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then I'm just gonna verify, I'm gonna read back the address to make sure I heard you correctly. So that's going to be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] Now Miss [PII], I will email you the user guide for our portal so that you can set up your profile and then you will have access to your policy online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And I can and I can send you that email when we get off the phone and just so you know the email will come from [PII].
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] And I will put APL in the sub uh-huh, it will, it's gonna come from [PII] [PII].
[CUSTOMER][NEUTRAL] A in public.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Team
[AGENT][NEUTRAL] And I will put APL in your subject line so that you can recognize that.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, I do have one question for you're welcome. So have you updated your address with your employer?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, alright, just want to make sure that that has been done. OK, and your policy number if you would like to write this down and you will see this in your portal as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 00.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 42
[AGENT][NEUTRAL] 90.
[AGENT][NEUTRAL] 81.
[CUSTOMER][NEUTRAL] OK, I'm gonna repeat that 00429081.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK, um, the questions that I had with that when I retire when I retire, will I still be able to maintain that insurance?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Now, I will be happy to connect you over to customer service. Um, they would be the ones to handle that portion of it. And uh when you, and when I do connect you, I will give them your policy number and let them know that you've been fully verified so that you won't have to verify your information again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So would you like for me to do that?
[CUSTOMER][POSITIVE] Well, if they're the ones that can answer my questions, yes ma'am.
[AGENT][NEUTRAL] OK. So yes, ma'am, that would, that would be who you would need to speak to for that part of it. But is there anything else that I could help you with first?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I don't think so because that like I said, I just wanted to see if that was one of those insurances that, um, which I sure hope not, you know, once I retire.
[CUSTOMER][NEUTRAL] I can continue on or if I were to cancel this insurance, is there a payout price that goes with it?
[AGENT][NEUTRAL] OK, there is no cash value on this policy. I can answer that part of it for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so, um, hopefully then I would be able to.
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][NEUTRAL] To pay for this policy.
[CUSTOMER][NEUTRAL] You know that was that was my main question was when I retire am I still gonna be able to continue to have this policy and just pay it like out of my checking account instead of it coming out of my.
[AGENT][NEUTRAL] Sure, no, ma'am. I, yes, ma'am. I understand, yes, ma'am. I do understand your question. So again, when I connect you over to customer service, I'm gonna let them know the reason um of your call.
[CUSTOMER][NEUTRAL] Monthly paycheck.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Well, is there anything else that I could help you with first?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] No ma'am, I think I'm good thank you.
[AGENT][POSITIVE] OK, well, you're very welcome and thank you for calling APL. I hope that you have a wonderful afternoon and just be looking for that email uh for me within just the next few minutes.
[CUSTOMER][POSITIVE] I will thank you so much.
[AGENT][POSITIVE] Yes ma'am, Miss [PII]. Well, thank you again for calling. Have a wonderful afternoon and give me just one second.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No cash value on that policy just so you know.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Well, hey, this is [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm fine, [PII], how are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking.
[CUSTOMER][POSITIVE] Good, good, good. What's that?
[AGENT][NEUTRAL] So I have a sweet lady on the line who's wanting to verify if she can continue her policy when she retires.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. What's that policy number, dear?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] 429081 for Miss [PII] or Houghton, I'm sorry, it's pronounced Houghton.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] H
[AGENT][NEUTRAL] Halton, mhm.
[CUSTOMER][NEUTRAL] Hold, hold.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Yes, ma'am. She's fully verified.
[CUSTOMER][POSITIVE] Yes, yes, yes, she can continue this, girl, in her room.
[AGENT][NEUTRAL] And I, mhm, and she's fully verified Lice and I'm emailing her the information about the OSC so she can set up a profile too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Alright wonderful thank you dear.
[AGENT][NEUTRAL] OK, well, here comes the talk. Thanks, [PII]. OK, bye-bye.
[CUSTOMER][NEUTRAL] OK, bye.