AccountId: 011433970860
ContactId: ea5efe4c-a60a-4394-a51e-d13cd0802ba6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 529219 ms
Total Talk Time (AGENT): 199577 ms
Total Talk Time (CUSTOMER): 223346 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/ea5efe4c-a60a-4394-a51e-d13cd0802ba6_20250324T17:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes I'm trying to get um access to my account online and I'm really trying to figure out what I actually have with APL and I mean that's why I'm trying to do it online but anyway I'm, I've got all different.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Go ahead.
[CUSTOMER][NEUTRAL] I've got like a pile of different things. I'm, I'm a retired teacher. I started teaching in [PII] and I've got several things with different names. I'm trying to figure it out if they're through APL or exactly what I have. I know that I have um
[CUSTOMER][NEUTRAL] Um, things debited from my bank account and I'm just trying to figure out what I have.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, all right. Well, I can help you figure out what you have with your policies. Uh, can I please get your name and one of your account numbers, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], what is one of your policy numbers?
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] Let me go through what I've got here. OK, is, is.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] APL is Jackson National now part of APL or involved with it? That's what's got me all confused.
[AGENT][NEUTRAL] OK, um, how about we do this? Um, let's look up by your social security number that will pull in every policy you have with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], I think I have found you. Can you verify your date of birth for me, ma'am?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK. Uh my address is [PII].
[CUSTOMER][NEUTRAL] My current email, which I couldn't tell you what it is whenever I first did this, but my current email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, that's the one I have and then what is your phone number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] A good number to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. So your first policy, let me give you the policy number.
[AGENT][NEUTRAL] It's 708268.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a cancer policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then let me see what other active policies you have with us you have.
[AGENT][NEUTRAL] Policy number.
[AGENT][NEUTRAL] 727,910.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is your 30-year renewable converted term life insurance.
[AGENT][NEUTRAL] And then let me see if we have any other active ones.
[AGENT][NEUTRAL] OK, and we have policy number 748.
[AGENT][NEUTRAL] 948.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that policy is your intensive care policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's all the policies you have with our company.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] About 2 weeks ago, I called and spoke to somebody and she was gonna, is this like intensive care stroke or whatever?
[CUSTOMER][NEUTRAL] I think that's what she told me.
[AGENT][NEUTRAL] Let me look and see.
[CUSTOMER][NEGATIVE] But anyway she was supposed to send me some forms. Well it's been a week and a half or so and I don't have anything yet and I was thinking well maybe I can just access it online but then when I went and tried to get online, my either my username or password something's not working from what I had written down so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well let me look online in the online service center and see if I can help you with that also while we're on the phone together, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm showing that your username to get in the online service center is [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And the [PII] and [PII] is capitalized.
[CUSTOMER][NEUTRAL] Yeah, that's what I used.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] OK, and let's verify your information in the online service center.
[AGENT][NEUTRAL] I'm showing um your.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Online service center, your mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] I'm showing that your email address is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And then your, your cell phone is [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so it looks like you probably just need to sign in and reset your password.
[CUSTOMER][NEUTRAL] OK, what's my user name did I have a space?
[AGENT][NEGATIVE] Your password has expired.
[CUSTOMER][NEUTRAL] OK, did I have a space between Emmy and [PII] or not?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No space.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So if you can sign in and reset your password, I think that'll take care of everything for you.
[CUSTOMER][NEUTRAL] Well I'll try.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I've got a piece of paper in front of me and it was from Jackson National Life Insurance Company.
[CUSTOMER][NEUTRAL] And somewhere I've got that now.
[CUSTOMER][NEUTRAL] Um, something about Resure America and it was a subsidiary of Jackson, they've taken it over. Is that with APL or is that something else? Or do you know?
[AGENT][NEUTRAL] That's something else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Don't write me a big thing, not APL.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You know, you know, when you're teaching and they come in and whatever, oh yeah, I'll buy it, I'll buy it. I'm thinking, well, what? OK, I'm getting older. I need to find out what's what. But my husband did have a stroke last year and, and I forgot I even had it and I mean I've had hard stuff and I forgot I even had some of this stuff, but anyway, I probably have all these APL cause got a pile here and stuff, but what was one that, that was older, let's see.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] It was from
[CUSTOMER][NEUTRAL] Lone Star Life Insurance Company and I've got heart related intensive care and it was a bank draft was that with y'all or is that with somebody else?
[AGENT][NEUTRAL] Oh my.
[AGENT][NEGATIVE] No, ma'am, we're not Lone Star.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's got a policy number here and um.
[CUSTOMER][NEUTRAL] OK, doesn't match these, so I guess that's somebody else I have to hunt, but anyway, OK, um, thank you so much for your help and at least you'll see it'll be something to play with for a little while.
[AGENT][POSITIVE] Yes ma'am, ought to keep you busy and it look if you get stuck or anything else while you're in that online service center and you need more help, just pick up the phone and call us back again and we'll help you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's it. Thank you a lot.
[AGENT][POSITIVE] You're welcome thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.