AccountId: 011433970860
ContactId: cd90d264-abfa-4b04-8614-2465de6d6661
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190419 ms
Total Talk Time (AGENT): 66196 ms
Total Talk Time (CUSTOMER): 88471 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/cd90d264-abfa-4b04-8614-2465de6d6661_20250103T15:49_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, um, I've been directed to you. Um, I have a policy looks like it's changed or something. I need to change um my policy.
[CUSTOMER][POSITIVE] My wife no longer needs it.
[AGENT][NEUTRAL] OK, let's see what we can do. Um, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] Um, yeah, my name's [PII]
[AGENT][NEUTRAL] OK. And may I, mhm, go ahead.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] I'm, uh, what do you need my member ID?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] I'm assuming it's this my member ID is uh ALM 0143317.
[AGENT][NEUTRAL] No, that's not our policy. Um, do you have the APL card?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] OK, let me have the spelling of the last name of the main holder.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And may I have the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So you are the main holder OK one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, you know, I'm bounced around. This is like the 3rd or 4th phone number they gave me, the first one that doesn't exist, they must have changed it. So what I mean.
[AGENT][NEUTRAL] We are American Public Life. Are you trying to reach American Public Life Insurance?
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] It was a number that they said to call.
[CUSTOMER][NEUTRAL] But that's not, it's definitely not a life insurance policy. It's a health insurance policy.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Is it like a limited policy, like an indemnity plan?
[CUSTOMER][NEGATIVE] Yes it is. It's like limited limited indemnity. It's Legion Limited Medical access for health. I'm trying to get my wife off it. She doesn't need it. I, they gave me one number, then it says if you have a changed your, if you ever changed your policy, call this number and this is the number they gave me and it sounds seems like I'm going in circles.
[AGENT][NEUTRAL] Who's your employer?
[CUSTOMER][NEUTRAL] Um, this is self-employed. This is my own personal policy.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let's start with that. OK, we don't have individual policies. Everything is through groups, through employers. Um, are you like a truck driver?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No. OK. Um, yeah, um.
[CUSTOMER][NEGATIVE] I mean this obviously isn't the right phone number.
[AGENT][NEUTRAL] It is not mm mm, no, we don't have individual policies. All of our policies are through employers.
[CUSTOMER][POSITIVE] OK all right thanks bye.
[AGENT][POSITIVE] Yeah I do apologize.