AccountId: 011433970860
ContactId: f31eb6cd-006c-4f4a-94c3-f2bfc23cc1f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262040 ms
Total Talk Time (AGENT): 76199 ms
Total Talk Time (CUSTOMER): 112181 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/f31eb6cd-006c-4f4a-94c3-f2bfc23cc1f0_20250114T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm doing good. I was calling because um
[CUSTOMER][NEUTRAL] I have recently signed up with some um insurance and it took it out my check last week, but I talked to someone and they said um just cause they took it out they don't mean that it's active, so I was just calling to um make sure cause this was the company they gave.
[AGENT][NEUTRAL] OK, can I have your social security number and I'll pull it up.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have your first and last name and also your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you spell your first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh yes ma'am. [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your date of birth.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] He's so long.
[CUSTOMER][NEUTRAL] And you
[AGENT][NEUTRAL] And would it be under your name only?
[CUSTOMER][NEUTRAL] Yes, uh.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEGATIVE] I'm a fucking.
[AGENT][NEUTRAL] OK, I've done a name search and I've done a social security search and I don't show it. Do you have your group number for your employer?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] How would I be able to pull that up?
[AGENT][NEUTRAL] That would your HR person would have the group number. Unfortunately, our system's not set up to do a name search of the employer, but we can search by the.
[AGENT][NEUTRAL] Um, group number.
[CUSTOMER][NEUTRAL] I just know um I signed up for it and it.
[CUSTOMER][NEUTRAL] It took, it take it out my check. Well, it took it out my check last week.
[CUSTOMER][NEUTRAL] Let me see, did they take it out this week?
[CUSTOMER][NEUTRAL] Oh, it took it out this week too.
[AGENT][NEUTRAL] But did your employer provide you any benefit information?
[CUSTOMER][NEUTRAL] So let me see.
[CUSTOMER][NEUTRAL] Well, it was like a portal that um we signed up for it.
[AGENT][NEUTRAL] And on that portal, did it give you any policy numbers, certificate numbers?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, let me see, let me check my email.
[AGENT][NEUTRAL] OK, because it could be in the system, it just has not moved over to our system yet.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] you kind of.
[CUSTOMER][NEGATIVE] So I don't want.
[CUSTOMER][NEUTRAL] You must.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm not seeing one. Is there, is it, is it OK if I call them and give you guys a call back?
[AGENT][NEUTRAL] Sure, and if you can ask them for their group number if they do not provide you with a policy number as well.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.