AccountId: 011433970860
ContactId: ec511665-884c-4e54-bb17-6e12ed4124a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425540 ms
Total Talk Time (AGENT): 127857 ms
Total Talk Time (CUSTOMER): 130487 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/ec511665-884c-4e54-bb17-6e12ed4124a8_20250218T21:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, uh my name is [PII].
[CUSTOMER][NEUTRAL] I'm going through my file cabinet and I came across a policy with you all and I just need to know if it's in effect or what I don't know um.
[CUSTOMER][NEUTRAL] Uh, let's see if I can give you a policy number here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Should have a number on it somewhere here.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It was taken out.
[CUSTOMER][NEUTRAL] Let's see maybe the back page yeah.
[CUSTOMER][NEGATIVE] Not $20 for me.
[CUSTOMER][NEUTRAL] I'm sorry, I thought the number would be right on the front.
[AGENT][NEUTRAL] OK. Is the policy under your name?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Uh, spell your last name for me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It was taken out when I was working for uh Vernon Parish schools, it looks like.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, I do have a policy number here. I just found it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's A like in apple.
[CUSTOMER][NEUTRAL] 0006165
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I do not show that number is coming up. You said 0006165.
[CUSTOMER][NEUTRAL] Yes, A 0.
[CUSTOMER][NEUTRAL] 006165 looks like it was issued um 5188.
[AGENT][NEUTRAL] Mm, I don't show it in the system. Give me one more.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh I don't show you in the system. Uh, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It, it probably lapsed. I, I took it out when I was working for Berna their schools.
[AGENT][NEUTRAL] Uh, probably did. And what was the uh name of your employer? You said Vernon Public Schools?
[CUSTOMER][NEUTRAL] Vernon Vernon Parish Public Schools.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Group is no longer active.
[AGENT][NEUTRAL] Yeah, more than likely it left because I don't show it in the system, but it looks like that group uh is no longer with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do I need to check anywhere else or just, you know, it, it says American Public Life Insurance company on it so.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And that number you gave that shows his policy number. Do you see a cert number?
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Do you see a cert number or a certificate number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Issue date on the effective date extra premium.
[CUSTOMER][NEGATIVE] No, I don't see a certificate number on that page at all.
[AGENT][NEUTRAL] OK, because I'm not finding it under the policy, uh.
[AGENT][NEUTRAL] I tried your name, the policy number, your social, and the group, like I said, it's term, but um I'm sorry, I don't show you have a policy with us. It probably did term, but I just can't find it in the system.
[CUSTOMER][NEUTRAL] Yeah, I um.
[CUSTOMER][NEUTRAL] OK, I'm looking down here on the where the application.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It was a disease and um specified cancer and specified disease policy it looks like. Let me see if it has.
[AGENT][NEUTRAL] And see if there's another number, it probably start with a 0 or 00.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] There is something that says life insurance and it has 900/902.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't see anything else on the.
[CUSTOMER][NEUTRAL] The agent was [PII].
[AGENT][NEUTRAL] Um, I don't show, show you in the system. I'm sorry. Uh, the only thing I can suggest if you have a copy of the policy, to submit that to our customer service and they can review it, but, um, like I said, going by your name, your social, that policy number we gave and the group, I don't show it in the system.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Alrighty and to submit that to customer service, what do I have to do?
[AGENT][NEUTRAL] Uh, you can mail it to our office at [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and what they can do is if it's an old policy, they can do their research and see if there's any policies with our company.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty. Thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APO Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.