AccountId: 011433970860
ContactId: e63a662a-7831-40d9-a31f-8995f959616a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508119 ms
Total Talk Time (AGENT): 214361 ms
Total Talk Time (CUSTOMER): 223984 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/e63a662a-7831-40d9-a31f-8995f959616a_20250218T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I hope you can help me. Um, about, I retired about 6 years ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And while I was in the school system, I bought an American public policy.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And I cannot find anything in my stuff on that policy and I tried to sign on to your website the other day to open an account so I can see what it is.
[CUSTOMER][NEUTRAL] And it's saying it can't find any information on me which may be because it may go to my my old school email address. I don't know, but I would like to have get some more information about what kind of policy I have. I was thinking it was a cancer policy but I honestly cannot remember but they're still taking it out so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. Yes, um, I can help you with your policy. Can I please get your name?
[CUSTOMER][NEUTRAL] I figure I should figure it out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Alright, that's what I'm good. I have nothing on anything. All I know is that it keeps coming out and you know, when you work for a school system, all they really give you is a pamphlet. They never really give you any of the.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Stuff like the policy number, all that stuff.
[AGENT][NEUTRAL] The meat of the of the policy, yeah, OK, alright, I can look it up with your social security number if you could give that to me please.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me read it back to you, make sure it's OK. [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct. Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then for security reasons can you please verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Uh, what else you said? Email a the the the email might be my old school address, but my real address was a [PII].
[CUSTOMER][NEUTRAL] And what was the last thing you said?
[AGENT][NEUTRAL] Uh, your phone number.
[CUSTOMER][NEUTRAL] [PII] is my.
[CUSTOMER][NEUTRAL] A cell phone and they might have put my school phone on there. I don't know.
[AGENT][NEUTRAL] OK, no, I have your cell phone number, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I also added your current, your um private email address on the policy so you'll be able to get into the online service center. That is why you weren't able to get in because we didn't have the correct email address for you, but I've updated that to a [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Let me look.
[AGENT][NEUTRAL] First, let me give you your policy number so you have that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I like having a
[CUSTOMER][NEUTRAL] It's OK. I'll be right back.
[AGENT][POSITIVE] How sweet.
[CUSTOMER][NEUTRAL] OK, babies and do this at the same time. Go ahead.
[AGENT][NEUTRAL] OK, so, uh, your, your policy number is 704872.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And this is for your cancer policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you also have an intensive care policy with us and that policy number is 727.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 537.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now if I go online, will it, will it explain both of these policies or?
[AGENT][NEUTRAL] Yes, if you go online, you should be able to get a copy of your policy, a copy of your cards, um, you can download your policy and rate it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It has um all all that information for you in the online service center.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And I, I made sure when you verified your address that everything was correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That we had compared to what you gave to me because that's everything that needs to, I do see I need to add your phone number let me add your phone number real quick um that needs to be done in order for it to all match up. Every little thing has to be just so.
[CUSTOMER][POSITIVE] You're right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and um to verify your phone number, it's [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] That's my old number [PII]. Wait, wait, wait, it's now you got me confused. That's my old number though. That was my house number [PII] OK my my cell number is the only number I have now and that's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me fix that. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII]. OK, I'm updating that for you now.
[CUSTOMER][NEUTRAL] Yeah, because now I'm thinking about it. I used to have a home phone and that's probably what phone number was on there.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'm gonna make sure this hailed for us so that we can.
[AGENT][NEUTRAL] Sometim[PII] it, it takes it and sometimes I have to put it in several times for it to take. So we're gonna go ahead and work with it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I think, let me see.
[AGENT][NEUTRAL] OK, I got it, I got it to change and I've got
[AGENT][NEUTRAL] I've got your address, phone number and email address correct in the system now, so you should be able to get into the online serve the center and sign up as a new user.
[CUSTOMER][NEUTRAL] get that.
[CUSTOMER][NEUTRAL] OK, that's what I was wondering. I can't even remember if I ever, I don't think I ever accessed tried to access before. OK, so I'll just set it.
[AGENT][NEUTRAL] Do you want me to look and see if you've tried?
[AGENT][NEUTRAL] In the past,
[CUSTOMER][NEUTRAL] Yeah, is there a possible?
[CUSTOMER][NEUTRAL] I don't think I did because too busy but and I never really would have it I never had a reason to to look into it before but it's been so long I don't really remember but I tried to do it as a new user but it won't let me do it because I guess some of my information didn't match.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, we were missing the email address and the phone number but now that those are in there you should be able to sign up as a new user now and I do, I am looking at it and you have never signed up before.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, so I'll do that tonight.
[AGENT][NEUTRAL] OK, is there anything else I can help you with, Miss [PII]?
[CUSTOMER][POSITIVE] Alright, I think that is so much.
[CUSTOMER][POSITIVE] That's all, but if I can't get in, I'll call you back, but I think that that's gonna solve the problem. Thank you so much.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. You have a good day and thanks for calling APO Miss [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] You too, bye.