AccountId: 011433970860
ContactId: cd9e1d4f-8157-4f29-9842-e754b0d8f459
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370390 ms
Total Talk Time (AGENT): 113071 ms
Total Talk Time (CUSTOMER): 158784 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/cd9e1d4f-8157-4f29-9842-e754b0d8f459_20250228T14:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is uh [PII] I'm calling on behalf of my parents, [PII] and [PII]. I see that they have a withdrawal each month for, um, for, for the American Public Insurance, but they're not aware of what it is, so I'm trying to get some details for them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said the, the insured's name is?
[AGENT][NEUTRAL] What's the first name?
[CUSTOMER][NEUTRAL] American
[CUSTOMER][NEUTRAL] American Public Insurance.
[CUSTOMER][NEUTRAL] Oh, or my parents' first name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My parents, my mother's name, first name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and is um your father there where I can get permission to speak to him about your policy?
[CUSTOMER][NEUTRAL] Uh, he's asleep. I can wake him up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Or you can call back when when he's awake um but we would need his permission to to give out information on his policies.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Daddy, Daddy, wake up for a second.
[CUSTOMER][NEUTRAL] Mm, listen.
[CUSTOMER][NEUTRAL] Hang on, he's waking up. Hey, I'm, I'm talking to an insurance company and they need your permission for me to talk to him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am talking to an insurance company about some of your insurance. They need your permission to talk to me. Oh.
[CUSTOMER][NEUTRAL] Yeah I have your permission?
[CUSTOMER][NEUTRAL] Yeah, you OK, alright, thank you. Is that all you need, ma'am?
[AGENT][NEUTRAL] Um, yes, uh huh, um, I just need some information from you, um, can you verify his, um, date of birth and address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII] uh address should be [PII] I'm sorry [PII].
[AGENT][NEUTRAL] OK, and can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, my number is [PII].
[AGENT][NEUTRAL] OK, and you were just needing to know what kind of policies these are?
[AGENT][NEUTRAL] That we're
[CUSTOMER][NEUTRAL] Yeah, I mean, you know, they're, yeah, I don't, I don't, they don't know anything about it, so I don't know if it's hospitalization or what it is. They don't have any, they don't have a card from American Publix. That's why I'm had to go to the internet just to find.
[CUSTOMER][NEUTRAL] You know what this was about.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, um, I'm showing they have a cancer policy and a cancer lump sum policy.
[CUSTOMER][NEUTRAL] OK, is this just for my father?
[AGENT][NEUTRAL] Uh, no, it's on both.
[CUSTOMER][NEUTRAL] Cancer
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] And what was the cancer like?
[AGENT][NEUTRAL] Lump sum.
[CUSTOMER][NEUTRAL] What was the other one?
[AGENT][NEUTRAL] That, that's where, you know, if they get diagnosed with internal cancer, they pay a lump sum amount to them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So they're both cancer but just different types.
[CUSTOMER][NEUTRAL] Uh, what is the, what is, what?
[CUSTOMER][NEUTRAL] Yeah, what's the, can you send me a policy on this where I can get all the details on it about, you know, what the payouts are and what all that covers if they go to the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go to the hospital for this?
[AGENT][POSITIVE] OK. I can, I can get those ordered for him. Um.
[AGENT][POSITIVE] And you should get it in the mail in 5 to 10 business days.
[CUSTOMER][POSITIVE] OK, alright, sounds good.
[AGENT][NEUTRAL] OK. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] I think that's it. Like I said, I, they just didn't, uh, my mother wasn't aware of what it is, you know, it's $995 a month, so it's, you know, they're paying on a fixed income, so it's kind of, kind of expensive.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I understand, yeah, I understand. Alright, I will get that ordered for you and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, thank you for calling APM mhm go ahead.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, let me, let me ask you one other question. Uh, is there, uh, do you have a policy number I can use on this?
[AGENT][NEUTRAL] OK. There it is. Uh, the cancer is 599572.
[CUSTOMER][NEUTRAL] Is there a policy number?
[CUSTOMER][NEGATIVE] Oh no
[CUSTOMER][NEUTRAL] 572
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the cancer lump sum is 599575.
[CUSTOMER][NEUTRAL] OK, and can you download this from your website if I look up these policy numbers?
[AGENT][NEUTRAL] Um, he would have to give us, uh, an email address and then he, you know, would have to register on our online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Since is there a way that I can give you my email address and do this?
[AGENT][NEUTRAL] Uh, uh, no, sir, uh, since it's his policy, he would have to give us an email address.
[CUSTOMER][NEGATIVE] Well, he doesn't have that. He doesn't have a computer, so that's not gonna work.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well I guess that that ends that so OK.
[AGENT][POSITIVE] Alright, well thank you for calling APL you have a great day.
[CUSTOMER][POSITIVE] All right, thank you. You too, bye.
[AGENT][POSITIVE] Thank you, right.