AccountId: 011433970860
ContactId: e5018c8f-9836-477b-b1b7-a8a790ac873a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224139 ms
Total Talk Time (AGENT): 52720 ms
Total Talk Time (CUSTOMER): 114480 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e5018c8f-9836-477b-b1b7-a8a790ac873a_20250609T20:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APO speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, how are you doing? I received a letter in the mail and I don't know if it's for me or if it's for my son, um.
[CUSTOMER][NEUTRAL] It says [PII] and it says [PII], which is my address, but we also have a uh junior and a third in there. So I don't know if this is for me or for my son, but I don't have any, I don't, as far as I know, I don't have any claims with American public life, but he might, and I don't know, you know, I wish they would put the 3rd and Junior on male so we would know who's who.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] I don't see, I like I said, I don't have a policy number. I have my social security number. I, I got this letter saying let me read you what we received a claim on your policy and review that the claim has started. In some cases additional information must be requested from you or your provider of medical service for your claim to be processed.
[CUSTOMER][NEUTRAL] We contact you with more information if needed. Thank you for trusting APL with the insurance needs. I don't have APL with insurance. I've.
[CUSTOMER][NEUTRAL] I is that through, is that through, um, he, see he's with Megaforce and they have it through Electrolytes. I, I have signal through electrolytes. I'm not, as far as I know, this is not mine.
[AGENT][NEUTRAL] What's your son's name?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] And spell the last name for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. And what's your son's date of birth, if you have it?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, yes, this is for his policy, but uh apparently we have your address in the system. So if it's incorrect, then he would need to contact us with the correct address.
[CUSTOMER][NEUTRAL] But that's
[CUSTOMER][NEUTRAL] No, it's, it is the same address where he lives, he lives with me, um.
[CUSTOMER][NEUTRAL] Right now, so he's, um.
[CUSTOMER][NEUTRAL] It's the same address, but we just need to make sure you put 3rd and Junior on there because we'll know whose it is.
[AGENT][NEUTRAL] Well, with this one since the policy it does is under his name unless we receive something from the group, uh, showing as a junior or a third, it would just use his first and last name.
[CUSTOMER][NEUTRAL] That's fine. So I'll just have, are y'all open 24/7?
[AGENT][NEUTRAL] No, sir. Uh, we close at [PII] Central Standard Time.
[CUSTOMER][NEUTRAL] So was that Eastern time would be what [PII]?
[AGENT][NEUTRAL] Mm, I believe so, yes, sir.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Alright, I'll have him call you. He'll be home in a few minutes. I'll have him call you and give you his information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna make sure it wasn't nothing to do with me. I'll tell him it's for him, and he can call you and take care of that.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Uh, yes, sorry. You're welcome. Thanks for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Uh