AccountId: 011433970860
ContactId: dc91624a-ab3e-4214-b7e7-e108c04eec66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344540 ms
Total Talk Time (AGENT): 148002 ms
Total Talk Time (CUSTOMER): 138072 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/dc91624a-ab3e-4214-b7e7-e108c04eec66_20250327T22:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, [PII]. I am trying to create uh an online account. Uh, so when I click new user, it says, uh, which role best describes you. So I'm clicking I'm an individual, click next, and it made me, you know, fill in my last name, my email, blah blah blah. And I, when I did, it says cannot found, of course, you know, I'm I'm a new user.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, OK, sure, um, so that information that you enter does have to match what we have in our system so we can go through and verify that all of that is correct, um, what was your name?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] 024
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 61484
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick when can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, last thing I need is the email address that we've got on file for you. uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] I have same train.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I've got a different one for you.
[CUSTOMER][NEUTRAL] I'm, I'm sorry, what did you say?
[AGENT][NEUTRAL] I have a different email address on file for you.
[CUSTOMER][NEUTRAL] Different.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know like I got this through my workplace, so I'm not sure who set it up in the beginning.
[AGENT][NEUTRAL] Oh that's OK um so it does look like it's uh your last name, first name, and then some digits.
[CUSTOMER][NEUTRAL] Yeah, my
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. That's my email.
[AGENT][NEUTRAL] I've got a [PII] um.
[AGENT][NEUTRAL] That's OK. I appreciate you verifying all of that information. OK, so it looks like you did have a couple of policies with us one, but they, uh, terminated last year, so you currently don't have any active policies with us that's going to be why it's not allowing you to create an account.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm not sure cause I
[CUSTOMER][NEUTRAL] I got this letter.
[CUSTOMER][NEUTRAL] What's my
[CUSTOMER][NEUTRAL] I can see the date.
[CUSTOMER][NEUTRAL] The problem is,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My sister, my older sister and I, um, when we came to [PII], you know, because we have the same middle name. When we came here, our middle name becomes first name. So it seems like identical.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] So I'm not sure
[CUSTOMER][NEUTRAL] If it's just like
[CUSTOMER][NEUTRAL] For me or for my sister?
[AGENT][NEUTRAL] Um, let's see. Well, we can definitely check.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Cause I thought I have like group life, I thought this is like group life insurance with my current uh employer.
[AGENT][NEUTRAL] Right, well, I mean you did give me the correct date of birth, um, so that was [PII]. That is the date of birth I have here, um, and you definitely did, you had this, uh, these two policies you had a hospital indemnity, which is like a medical plan and then a dental policy, but both of those terminated, uh, [PII]. So if you have, um, and this looks like it was also through a temp agency.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you have current coverage at this time I would get with your employer to see who that might be through.
[CUSTOMER][NEUTRAL] Oh, that's really.
[CUSTOMER][NEUTRAL] Oh, OK. OK. Just on the card, it says effective date is [PII], so it got terminated just two months after that.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's what I'm showing, yes ma'am.
[CUSTOMER][POSITIVE] Interesting.
[CUSTOMER][NEUTRAL] All right. All right. Uh, so this was for
[AGENT][NEUTRAL] Alright, well, sir, there's no more I could do to help.
[CUSTOMER][NEUTRAL] Uh, uh, so this was for like a, a, a, a dental and a, uh,
[CUSTOMER][NEUTRAL] Um, medical plan, right?
[AGENT][NEUTRAL] Correct, yes. Um, it's like a supplemental medical plan. It's a limited indemnity medical plan, um, but yes, that and dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I, I thought it's.
[CUSTOMER][NEUTRAL] OK. It's on the letter, it says, Welcome to American Public Life Insurance Company.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I thought this is like a group life insurance policy.
[AGENT][NEUTRAL] Oh yes, so that is your company name and I know that's what we do get quite a bit of confusion with that. We do offer some life policies, but, uh, we offer a wide variety of supplemental coverages as well.
[CUSTOMER][NEUTRAL] Oh, OK, got it. OK.
[AGENT][POSITIVE] Yes, yes, sorry about the confusion.
[CUSTOMER][POSITIVE] All right, no worries. Uh thank you so much for your help.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Alright, yes ma'am, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. All right. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.