AccountId: 011433970860
ContactId: cf4b5684-d622-4d7d-8fde-5c04fb0371ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 527320 ms
Total Talk Time (AGENT): 104092 ms
Total Talk Time (CUSTOMER): 195402 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/cf4b5684-d622-4d7d-8fde-5c04fb0371ba_20250501T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling because I'm the the group administrator um for a small company. We had APL for a year and then renewal is coming up on [PII], and uh I'd like to know if uh we have made any use of, of the APL.
[CUSTOMER][NEUTRAL] Service, I don't, I don't think so. We are our our employees, if we, we've used it at all.
[AGENT][NEUTRAL] Do you have a policy with us?
[CUSTOMER][POSITIVE] We do, yes.
[AGENT][NEUTRAL] I'm talking about do you have an individual policy?
[CUSTOMER][NEUTRAL] Yeah, but I'm the employer. I wanna know if my employees have used the APL service in within the year to see if it's worth renewing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have your name, please?
[CUSTOMER][NEUTRAL] Sure. This is [PII]
[CUSTOMER][NEUTRAL] Last name [PII], [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have a group number?
[CUSTOMER][NEUTRAL] Yeah, our group number is 80055.
[AGENT][NEUTRAL] And what is the group name?
[CUSTOMER][NEUTRAL] Rafitality Labor Guru LLC.
[CUSTOMER][NEUTRAL] I think the only person who might have used the APL.
[CUSTOMER][NEUTRAL] Is um an employee named [PII]. I know his wife had a procedure done last year, I think it was in May. So if
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] They use the APL service I don't know.
[AGENT][NEUTRAL] OK, so I did pull the group up.
[AGENT][NEUTRAL] The only thing is I don't see you listed on here.
[CUSTOMER][NEUTRAL] It's a group um.
[CUSTOMER][NEUTRAL] Policy, you should have um 8 or 10 people within the group.
[AGENT][NEUTRAL] I do understand that, but I'm saying I don't see you listed on here to discuss anything with so I will either have to have your policy number to verify any of that information or I would have to have a insured policy and they will have to contact me and request if anything has been used on their policy.
[CUSTOMER][NEUTRAL] You mean the
[CUSTOMER][NEUTRAL] The broker? You mean the broker?
[AGENT][NEUTRAL] No, I'm meaning an
[CUSTOMER][NEUTRAL] The agent who we got the APL from?
[AGENT][NEUTRAL] No, an insured, a member of the group that has a policy with us that can then verify their information and also disclose that it's OK to speak with you in regards to their policy.
[CUSTOMER][NEUTRAL] OK, I'm the chief of staff. I'm the one, I'm the one, I'm the one who will authorize and and is paying monthly for this service, but.
[AGENT][NEUTRAL] But since you don't have
[CUSTOMER][NEUTRAL] Uh, let me see, like I said, we haven't used it.
[CUSTOMER][NEUTRAL] Let me see if I have any.
[CUSTOMER][NEUTRAL] Documentation.
[CUSTOMER][NEUTRAL] A me.
[CUSTOMER][NEGATIVE] I don't even, I don't even have a card for APL.
[AGENT][NEUTRAL] Yes, you're not listed on here as a policyholder.
[AGENT][NEGATIVE] I don't see your name even.
[CUSTOMER][NEUTRAL] But do you, I mean.
[CUSTOMER][NEUTRAL] So my name is, do you see [PII]? That's my husband and the principal of the company.
[CUSTOMER][NEUTRAL] I might be under his policy.
[CUSTOMER][NEUTRAL] As a family.
[AGENT][NEUTRAL] And could you verify your date of birth with me please?
[CUSTOMER][NEUTRAL] Sure. My date of birth is [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm trying to see if there's anything listed on here.
[AGENT][NEUTRAL] Showing your name as the person.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I mean, we get all the information through our broker. His name is [PII].
[CUSTOMER][NEUTRAL] Um, it's the first time that I'm reaching, you know, to IPL directly.
[CUSTOMER][NEUTRAL] I don't know if I should ask him.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Now the only thing that I can inform you of since we, since you have not submitted any claims for any policyholders, I can't disclose any of their information.
[CUSTOMER][NEUTRAL] Right. Mhm.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna, I'm just gonna ask the employees then if if they have or, or, you know, submitted a claim with ATL and how that's been because I, I have, I know we haven't.
[CUSTOMER][NEUTRAL] Um, we're a family of 5 and we haven't, but, you know.
[CUSTOMER][NEUTRAL] Maybe other people have submitted claims, so, OK, I'll reach out to them. Is there any way that I can be well or maybe through my broker listed as the person as a contact person to, um, you know, to discuss things in in this policy?
[AGENT][NEUTRAL] The only time that we can discuss anything with you as the group, you would have to have submitted in a claim for that individual. Other than that, we still can't disclose any of that member's information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. No problem. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling American Public Life, [PII]. You have a great day.
[CUSTOMER][NEUTRAL] Bye, you too.
[AGENT][NEUTRAL] Bye.