AccountId: 011433970860
ContactId: d1a1aa1d-79a3-4fb5-9e41-2f1ef7dbe418
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334679 ms
Total Talk Time (AGENT): 150463 ms
Total Talk Time (CUSTOMER): 165428 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/d1a1aa1d-79a3-4fb5-9e41-2f1ef7dbe418_20250102T19:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, [PII] calling. It's actually and I go by [PII], it's [PII]. I'm calling for my wife [PII], and I'm calling because I'm sending in a bunch of, uh, stuff on fax, and I know that the policy something had switched on the policy, and so I wanted to make sure I had the right number.
[AGENT][NEUTRAL] OK, what policy number do you have?
[CUSTOMER][NEUTRAL] I have 01388.
[CUSTOMER][NEUTRAL] 294.
[CUSTOMER][NEUTRAL] Actually I don't know if that's I mean maybe my old one.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. Now, what is
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] And what is her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is her mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is that zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what is a good callback number [PII] in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, um, [PII], and you're wanting to know if that's the correct policy number?
[CUSTOMER][NEUTRAL] Um, yes, I think.
[CUSTOMER][NEUTRAL] Um, it was, there was a con some confusion because.
[CUSTOMER][NEUTRAL] Um, I had
[CUSTOMER][NEUTRAL] I had um this insurance.
[CUSTOMER][NEUTRAL] Um, with my, like the last 3 years, but I think she had it a lot longer than that.
[AGENT][NEUTRAL] OK, yes, you can use that policy number. Um, I will tell you though that I can't really release any information to you any other like the uh um the one, the most recent policy number for her that is active, um, because of I can't release anything without her being there telling me it's OK to release it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] But you can, OK.
[CUSTOMER][NEUTRAL] Hold on one second, let me run in the other room because I got some mail from you guys and so.
[CUSTOMER][NEUTRAL] I'm gonna see.
[CUSTOMER][NEUTRAL] So this, it's has two policy numbers on it. It has 02248113.
[AGENT][NEUTRAL] OK, what
[CUSTOMER][NEUTRAL] And it also has.
[CUSTOMER][NEUTRAL] 02395367.
[AGENT][NEUTRAL] OK. That number is the most, the most active policy number that you would need to use.
[CUSTOMER][NEUTRAL] The the last one, the 67.
[AGENT][NEUTRAL] Oh, no, wait, wait, wait, wait, wait, no, I'm sorry. Give me one minute. Let me look that one up.
[CUSTOMER][POSITIVE] You got it.
[AGENT][NEUTRAL] That is your policy number, so she would not need to use that one.
[CUSTOMER][NEUTRAL] The 671.
[AGENT][NEGATIVE] The right, the two numbers you gave me were your policy numbers. So those are not, you know, she's not, those are not the right policy for numbers for her.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] So neither one of those are good for her.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, so now let me look at her.
[AGENT][NEUTRAL] But you can, OK, yes, look at her card, see what you got.
[CUSTOMER][NEUTRAL] Because I still have other OK this one's to her and this is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 239-937-8.
[CUSTOMER][NEUTRAL] 239-937-8
[AGENT][NEUTRAL] OK. And do you have another policy number?
[CUSTOMER][NEUTRAL] Um, let me look.
[AGENT][NEUTRAL] Cause that is one of hers, but that one is no longer active either. She has another policy. She had 3 policies.
[CUSTOMER][NEUTRAL] Would it be the certificate number?
[AGENT][POSITIVE] Yes, that would work. What do you have on that?
[CUSTOMER][NEUTRAL] 230 I think this is the same one.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 239-937-8
[AGENT][NEUTRAL] If you just put her social security number, they'll know which policy to put that under.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then she would have to call and get that policy number and you know, unless she would have to if she's there, she could tell us, you know, it's OK to release information.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] She's not here right now. I'm just looking through all my paperwork real quick just to see if there's any.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Because I'm a teacher and so every time we get a little break, I try and get this stuff. There's so much paperwork. She has terminal cancer and there's so much paperwork.
[AGENT][POSITIVE] Yeah, I agree. OK.
[CUSTOMER][NEUTRAL] Um, OK, well, I guess.
[AGENT][NEUTRAL] Just put her, um, say, you know, you could put that policy number because it's all linked together, but say, um, you know, you might want to just leave the Social Security number, we can look it up by the Social Security number and don't put a policy number there.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] OK, don't put policy number at all. Just put, uh, I have patient and then her name and then I'll put her birthday [PII].
[AGENT][NEUTRAL] Yeah, just
[AGENT][NEUTRAL] Yes, and then we can look it up for the most active policy would work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll do that
[AGENT][NEUTRAL] OK. Is there anything else I can help you out with, Mr. [PII]?
[CUSTOMER][POSITIVE] No, I think that's it. So thank you so much, and I may call back later when she gets home.
[AGENT][NEUTRAL] OK. You're welcome. You have a
[AGENT][POSITIVE] OK. OK, that sounds great. That sounds good.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling American Puppet Lodge, and you have a good day. You're welcome. Goodbye.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.