AccountId: 011433970860
ContactId: e69df1e0-f8d9-4fd4-ba24-a3a5944f868c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363260 ms
Total Talk Time (AGENT): 98219 ms
Total Talk Time (CUSTOMER): 91772 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/e69df1e0-f8d9-4fd4-ba24-a3a5944f868c_20250602T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I was running across some paperwork. Uh, this is [PII], and we have a policy number and I was just wondering what this is for.
[CUSTOMER][NEUTRAL] It's with the American Public Life.
[AGENT][NEUTRAL] OK, I can help you with your policy. Um, can you spell your first name for me again?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes, 801.
[CUSTOMER][NEUTRAL] 20539.
[AGENT][NEUTRAL] Alright, let me look that up for you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did you say 80120539?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try again. I didn't pull anything up with that. Let me try one more time.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello. Well, let's try this, uh, I think that's B as in boy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0120539
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you the policy holder?
[CUSTOMER][NEUTRAL] No, he's, he's right here.
[AGENT][NEUTRAL] OK, um, I wasn't able to look that up. Can I get his social security number and I can look it up that way?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Yeah, just a moment.
[AGENT][NEUTRAL] And you said [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and can he go ahead because I can't hear him um can he give me authorization for you to speak on his behalf this one time?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] And they
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] OK, I just wanna make sure.
[AGENT][NEUTRAL] And can I get the mailing address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] just
[AGENT][NEUTRAL] Alright, sir, I am finding that this policy um.
[AGENT][NEUTRAL] Lapsed
[AGENT][NEUTRAL] It looks like this policy ended on [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You still, was that a group policy?
[AGENT][NEUTRAL] Let me, let me double check and make sure.
[CUSTOMER][NEUTRAL] I don't see how how's it that man? I wanna say how is that.
[AGENT][NEUTRAL] Yes, it looks like it was within, uh,
[AGENT][NEUTRAL] It was through his employer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And they, they probably, I don't know if they switched insurances. What was it for?
[AGENT][NEUTRAL] It was an accident policy.
[CUSTOMER][NEUTRAL] Accident policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We just wanted to make sure that it was before we before we yeah, discard the paperwork.
[AGENT][NEUTRAL] Yeah, and if you
[AGENT][NEUTRAL] OK, yeah, and if you decide that you um that this is an error, you can go ahead and call your employer and see um.
[AGENT][NEUTRAL] If you have a different insurance through them.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much though for your help.
[AGENT][POSITIVE] Right, if there's nothing else I can help you with, uh, have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.