AccountId: 011433970860
ContactId: d74f8054-16c0-4dba-a16b-94bf8fc1eaf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245050 ms
Total Talk Time (AGENT): 84319 ms
Total Talk Time (CUSTOMER): 125709 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/d74f8054-16c0-4dba-a16b-94bf8fc1eaf5_20241230T22:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am trying, I'm calling from my work and I'm trying to determine what insurances I have. I found APL in my stack of personal items. So is there some way to verify that I have some type of coverage if I do or don't or if my.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, what I need to do.
[AGENT][POSITIVE] Absolutely, and it would be my pleasure to assist you. Do you happen to have a policy number or I can look it up by your social either way.
[CUSTOMER][NEUTRAL] Um, no, I don't have a policy number, but let me give you my social.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is your name please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, didn't see anything under that social [PII]
[CUSTOMER][NEUTRAL] No, sorry, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what was your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not finding anything under your name or social. When you found something with APL, did it?
[AGENT][NEUTRAL] Have any information with it or?
[CUSTOMER][NEUTRAL] No, it's a request form. It's an American American Public Life Insurance Company request for medical reimbursement.
[CUSTOMER][NEUTRAL] And so I had no I had like a, like a cancer policy. I had, I've had so I have several policies and so something's being taken out of my paycheck.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the the accounting doesn't know what it's for do I so could it be under my agency name Kingsville Housing Authority or Housing Authority of the city of Kingsville?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check that.
[AGENT][NEUTRAL] I was fixing to ask you for your
[AGENT][NEUTRAL] Employer name.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So let me check that.
[AGENT][NEUTRAL] I don't see anything under Kingsville. Let me try Housing Authority of Kingsville.
[CUSTOMER][NEUTRAL] Of the city of [PII], yes.
[AGENT][NEUTRAL] Let's try City of [PII].
[AGENT][NEUTRAL] I don't have a city of [PII].
[CUSTOMER][NEUTRAL] No, hm.
[AGENT][NEUTRAL] Trying [PII].
[AGENT][NEUTRAL] And you said something's taken out of your check?
[CUSTOMER][NEUTRAL] Right, but it's not necessarily going to you. I just, I found she's like this money is being taken out for something and she didn't show what and so I'm just looking through my personal file and I found uh this claim form among other things so but the other item was like I have American Heritage I have Aflac and that's all accounted for.
[CUSTOMER][NEUTRAL] But um yeah this one was here and so I said let me call and find out if you don't show me anywhere there.
[AGENT][NEUTRAL] I just don't see anything by name or social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, well I'll keep looking and if I need to call back I will.
[AGENT][POSITIVE] Oh, please do. And then hopefully, you know, if you can find something or.
[AGENT][NEUTRAL] Um, did, did your, does your employer, did they give you a group number or anything?
[CUSTOMER][NEUTRAL] No, because they don't they don't have you down either, so I, I don't know but if I find anything else I'll certainly call back.
[AGENT][POSITIVE] Oh, please do, cause we'll be happy to assist you any way we can. My pleasure, Mr. [PII]. Thank you for [PII] to you as well and thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you so much ma'am.
[CUSTOMER][POSITIVE] Thank you. Uh-huh. Happy [PII]. Bye-bye.