AccountId: 011433970860
ContactId: c68cde3c-a401-45cb-adcb-64fc1213e9bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362470 ms
Total Talk Time (AGENT): 204541 ms
Total Talk Time (CUSTOMER): 113222 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/c68cde3c-a401-45cb-adcb-64fc1213e9bf_20250424T16:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. Are you able to verify that you have my um
[CUSTOMER][NEUTRAL] Insurance, um.
[CUSTOMER][NEUTRAL] I guess policy available.
[AGENT][NEUTRAL] OK, Ms. [PII], um, before we proceed, is it possible to get a call back number and then I can assist you further with seeing if your policies in our system.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And can you spell your last name for me, Ms. [PII]? I can do a name search if you don't have a policy number.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] You said S, excuse me, [PII], and what was the last part?
[CUSTOMER][NEUTRAL] Two L[PII].
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that. Bear with me one moment while I do a name search.
[AGENT][NEUTRAL] And what state do you currently reside in Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is this a policy that should be through your employer?
[CUSTOMER][NEUTRAL] No, this is a policy that I got through an agent. I'm trying to locate um someone to talk to about uh I'm having some issues here.
[CUSTOMER][NEGATIVE] Um, I, I haven't used the policy. It's the policy is not like it didn't meet the minimum essential coverage requirements which I purchased it for, so I wanted to speak to like a customer service representative about having those um amounts refunded because it was sold under a false impression.
[AGENT][NEUTRAL] OK, um, we can definitely see about the details. So I did a name search and it doesn't look like your name's coming up. Do you mind doing a social search? That would be the quickest way to see if you're in the system as well.
[CUSTOMER][NEUTRAL] The, I have a a num a member ID. Would you like that?
[AGENT][NEUTRAL] Yes, ma'am. What is it?
[CUSTOMER][NEUTRAL] It's M as in Mary, M as in Mary [PII].
[AGENT][NEUTRAL] OK, bear with me one moment, let me see if I can pull anything up with that.
[AGENT][NEUTRAL] And the information that you have has American Public Life listed on it?
[CUSTOMER][NEGATIVE] I got this number from a number from a number like I keep calling and they're like, oh, that's this company called this number. Um, the customer service representative that I last spoke to that was able to verify my benefits, um, told me that I should call a company called American Health Benefits. I called that number. They said that they didn't have a record for me, so then they gave me this number which I'm talking to you now.
[AGENT][NEUTRAL] And they told you to call American Public Life.
[CUSTOMER][NEUTRAL] Uh, this is the number that they call. I mean, I'm, I'm just trying to follow the crumbs here.
[AGENT][NEUTRAL] The [PII] was that the number they gave you?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They call it American Health Benefits.
[AGENT][NEUTRAL] We're American Public Life. We don't have any American health benefits. Um, so are you paying the policy through a bank draft or how are you paying for it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm paying for it on um like my credit card, like charge.
[AGENT][NEUTRAL] You're getting a credit card charge. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, OK, so that number is not pulling up anything, your name's not pulling up anything. We don't do credit card transactions unless you contact us by phone and we do it over the phone, but it's not something we have automated.
[AGENT][NEUTRAL] Um, I can do it, try to do another name search and
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like I said, the only other thing I can do is do a social search and see if you're in the system. And if you're in here, it's gonna pull up by social quicker, um, but bear with me. And your last name is [PII], [PII] again.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, Ms. [PII]. OK. Bear with me.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And we generally just sell insurance to employers, um, so you have to be contracted through one of our groups in order for our insurance to be sponsored. We don't sell individual coverage, um, to the public. It's just basically if you're employed with one of our groups.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], it's still not pulling up. We have a couple [PII]'s in here, but none of them are your first name. And just to make sure, your first name is [PII] Is that correct, Ms. [PII]?
[CUSTOMER][POSITIVE] That's correct. Mhm mhm.
[AGENT][NEUTRAL] Yeah, the coverage isn't with us, Ms. [PII]. I'm not sure why they provided you our number, but we are not sponsoring any type of coverage for you now. If you want, I can try the social. If not, at this point with the information that you gave me and me attempting to look several times, you're not in our system, so we're not sponsoring it even, I mean, in the way you're saying it's being deducted, we don't do that. We don't do credit cards.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. And uh is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, thank you. Have a great day.
[AGENT][POSITIVE] You have a wonderful day as well and thanks for calling APL.