AccountId: 011433970860
ContactId: c5e04730-511f-46cf-9960-c8113aa9d564
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328739 ms
Total Talk Time (AGENT): 147251 ms
Total Talk Time (CUSTOMER): 112785 ms
Interruptions: 5
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/c5e04730-511f-46cf-9960-c8113aa9d564_20250617T17:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I, I need for you to look it up. Uh, I work for a high school cafeteria, but I have the American, uh, public life insurance policy number. Can you tell me if I have insurance with this? If not, I'm gonna throw all the papers away.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. So you're just, are you wanting to just verify if you have active coverage with us? Is that correct? Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am. Do you want the number?
[AGENT][NEUTRAL] Um, yes, ma'am. And just one moment. Well, just one moment. So first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK, policy number.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, Miss [PII]. What is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number now, please?
[CUSTOMER][NEUTRAL] 01742651 and let me tell you what, I don't know if I have insurance with y'all, but I have a bunch of papers insurance for when I did have it, but I just wanna know if I, I need to keep these papers or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure, yes ma'am. Well, I'll be able to help you with that. So give me a moment to get your information pulled up, Miss [PII]. I will have to verify several things with you first for security. So just a moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], if
[AGENT][NEUTRAL] I may have misheard that. OK, let me, let me read you something here. Just, just a moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so maybe I misheard that policy number. Can you give me that number again? Because it's pulling up another member.
[CUSTOMER][NEUTRAL] OK, 01742651.
[AGENT][NEUTRAL] OK, and your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So where are you getting that, that policy number from?
[CUSTOMER][NEUTRAL] The supplemental accident expense policy.
[AGENT][NEUTRAL] OK, so that.
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] All right, I'm gonna repeat it. 01742651. Is that correct?
[CUSTOMER][NEUTRAL] I don't think I have it. I don't think I have it.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK, so that's pulling up a completely different number. What is your full social so I can try and look up your information?
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let me try that and see where maybe the number, yeah, that's odd.
[AGENT][NEUTRAL] But you, OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so one moment.
[AGENT][NEUTRAL] OK, so let's do this again. I have located your policy. So what is your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII] in [PII].
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number on file for you is different than the one you gave me. What's another phone number that we could have had for you?
[CUSTOMER][NEUTRAL] OK, it's pro it's probably my home phone. I have a landline phone. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And lastly, Ms. [PII], what is your email address?
[CUSTOMER][NEUTRAL] [PII], no, no, no, no. Well, I'm sorry. It's [PII], it's [PII].
[AGENT][NEUTRAL] No, I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So, the policy number that you have, there actually it should not have that 01 at the beginning.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but this policy, yes ma'am, it is no longer active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This was something that actually has, you've not had, that has not been active with us since [PII].
[CUSTOMER][NEUTRAL] Oh OK, that's fine and that's good because.
[AGENT][NEUTRAL] So you can discard all that.
[CUSTOMER][NEGATIVE] I know and I have so much paperwork on that and I just, I just felt like OK why am I keeping this uh I don't know if I have it or not. I don't even know I mean I'm still working but I don't, I don't pay attention. I just look at my account bank and that's it.
[AGENT][NEUTRAL] Right. I, yeah, uh, a lot of us do that. You're welcome. Is there anything else, Ms. [PII], I could help you with today?
[CUSTOMER][POSITIVE] Anyway, thank you, thank you so much.
[CUSTOMER][POSITIVE] Yes, thank you. No, that, that was it. That was it. Thank you so much.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APO. Have a wonderful