AccountId: 011433970860
ContactId: f15ebe7b-4204-4f7f-9199-0a864c987c2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1194989 ms
Total Talk Time (AGENT): 166654 ms
Total Talk Time (CUSTOMER): 362761 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/f15ebe7b-4204-4f7f-9199-0a864c987c2a_20250404T20:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] and um.
[CUSTOMER][NEUTRAL] I've had the ATL cancer insurance through my school district, um.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I was, and I think the reason why I got it is because I do get a lot of skin cancer and have to have um
[CUSTOMER][NEUTRAL] Occasional surgeries for it.
[CUSTOMER][NEUTRAL] Can I apply?
[CUSTOMER][NEUTRAL] A claim for that type of cancer.
[AGENT][NEUTRAL] I can check and see if they say cover service under your policy.
[CUSTOMER][NEUTRAL] OK, because it was.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think when I saw the pamphlet.
[CUSTOMER][NEUTRAL] But I don't, I, it's, it's been a little while.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I thought, I mean, that's why I went ahead with it. I mean, yes, I know the chances of, of, there's a chance of getting cancer, but I do know that I am very prone to um skin cancer because of a a medical, a transplant, a kidney transplant that I've had and
[CUSTOMER][NEUTRAL] Um, so I have had to have some actual mose surgery for it. And at one time, uh, on another, um,
[CUSTOMER][NEUTRAL] Through another business they did cover not just your normal burning off of things but actual.
[CUSTOMER][NEUTRAL] Procedure surgeries that were done, but I just wasn't sure about you guys.
[AGENT][NEUTRAL] OK. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] 713.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have the policy number?
[CUSTOMER][NEUTRAL] I do not. I do not. I, um.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's somewhere in my house, but because I haven't looked at it in so long, I, I don't.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um, let me have the spelling of your last name.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said the first name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is there any chance we have a different, we have a different address for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Unless it
[CUSTOMER][NEUTRAL] Where I used to live with my parents for a while, so there might, it might be um [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I don't know the zip code offhand for it.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you mind providing me the social to see if I can find you like that because I'm not finding those addresses.
[CUSTOMER][NEUTRAL] Mm, OK, um, yes, [PII].
[CUSTOMER][NEUTRAL] 93
[CUSTOMER][NEUTRAL] 96
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And um you are with APL, American Public Life or American Fidelity?
[CUSTOMER][NEUTRAL] Well, a long time ago I was with American Fidelity, but that's when I lived in [PII]. Now I'm in [PII] and
[CUSTOMER][NEUTRAL] APL was what was listed on my pay stub as.
[CUSTOMER][NEUTRAL] What I give money to every.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Every month what comes out of my check and goes towards it.
[AGENT][NEUTRAL] Hm. Who's your employer?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you spell that one more time, [PII].
[CUSTOMER][NEUTRAL] Aubrey, a U.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm, OK. Um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, uh, let me check this other group. It doesn't look like they're with us any longer, um.
[AGENT][NEUTRAL] Uh let me see
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] It's OK when I get home, I could dig through my stuff and see what it actually is. It just happened that we have the day off and I was like, oh, I, I'll try calling some of these places today.
[AGENT][NEUTRAL] No, it's OK. I can try to find it, um.
[AGENT][NEUTRAL] Just that the ones that I have found it looks like they are terminated, but let me see if I can find you in any of those lists, um.
[CUSTOMER][NEUTRAL] So are you guys related to American Fidelity?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You can say um it's a different company but we're kind of like work together in some things, um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So it's a little bit different, um.
[AGENT][POSITIVE] But um we can like.
[CUSTOMER][NEUTRAL] I was just, I was just curious because yes, I used to use American Fidelity for.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know. Well,
[CUSTOMER][NEUTRAL] About 19 years.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And then I moved to [PII].
[CUSTOMER][NEUTRAL] You started over with something else.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, OK. And um let me, uh, yeah, I don't think it's with us. I can probably call American um Fidelity and check and see if they have you on their system, but um the social you provided to me was um [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Yeah, it's nothing is pulling up that so uh yeah.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] OK, I could be totally wrong. I just thought I just saw like on my pay stub I thought APL was.
[CUSTOMER][NEUTRAL] What I saw and I maybe I just assumed that was the one that was.
[CUSTOMER][NEUTRAL] I don't know what else it would be, but I, I, I still need to do some digging myself before I try to hit you guys up with it, but I still appreciate you looking for me.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] You're welcome and I'm sorry, I wasn't able to find you, but if you want me to get a a American Fidelity on the line, I can try to do that if you would like.
[CUSTOMER][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] It's fine. OK, um.
[CUSTOMER][NEUTRAL] Well, actually, yeah, let's give it a try. Let's, but but you said they all say terminated, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, in our end, but that's there, I see a group, um, with that name, but it's an old group like they used to have a policy with us a long time ago. The list of the members not is not even pulling up. That's how old it was, um, so.
[CUSTOMER][NEUTRAL] Oh for [PII]?
[AGENT][NEUTRAL] No, no, oh, yes, for [PII] ISD, yes, correct. Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh interesting OK.
[AGENT][NEUTRAL] Yeah, so, um, yeah, let me check and uh see what um American Fidelity and see if they have you in their system. They probably do. So let me just go ahead and get them on the line, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling American Fidelity.
[CUSTOMER][NEUTRAL] If you know your party's extension, you may dial it now. You can say why you're calling or press 9 for the menu. If you are an employer, say employer or press 2.
[CUSTOMER][NEUTRAL] I need a little more information to get you to the right place. For help with your insurance claim, leave requests or benefits questions. Say insurance or press 3. For help with your flexible spending account, Health save.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] For help with accident, cancer, or disability insurance, say insurance or press one. For help with life insurance.
[CUSTOMER][NEUTRAL] To help expedite your call, we can verify your account now, say or enter the last 4 of your Social Security number. To skip this step, say skip or press 1.
[CUSTOMER][NEUTRAL] Thank you. Say or enter your zip code.
[CUSTOMER][NEUTRAL] Sorry, the zip code you entered is not valid. Say or enter your zip code.
[CUSTOMER][NEUTRAL] Sorry, the zip code you entered is not valid. Let's try it with the dial pad on your phone. Please enter your zip code.
[CUSTOMER][NEUTRAL] Sorry, we were not able to verify your identity. Please have your information available when you are connected to our team. I am connecting you now. Your call will be recorded for quality and training purposes. Your estimated wait time is 15 minutes.
[CUSTOMER][NEUTRAL] Instead of waiting on hold, log into your account to chat with us online. Visit [PII].
[CUSTOMER][NEUTRAL] Once we have all required documentation, our average claim processing time is 7 business days. For the fastest claim experience, complete your claim online and select direct deposit.
[CUSTOMER][NEUTRAL] If you would like to receive a call back, say call back or press 1. Your call will be returned by the end of the business day. Otherwise continue to hold.
[CUSTOMER][NEUTRAL] Once we have all required documentation, our average claim processing time is 7 business days. For the fastest claim experience, complete your claim online and select direct deposit.
[CUSTOMER][NEUTRAL] If you would like to receive a call back, say call back or press 1. Your call will be returned by the end of the business day. Otherwise continue to hold.
[CUSTOMER][NEUTRAL] If you would like to receive a call back, say call back or press one. Your call will be returned by the end of the business day. Otherwise continue to hold.
[CUSTOMER][NEUTRAL] If you would like to receive a call back, say call back or press one. Your call will be returned by the end of the business day. Otherwise continue to hold.
[AGENT][NEUTRAL] Mhm.