AccountId: 011433970860
ContactId: f5c2d578-5e35-4c01-b417-b778624aef01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 468700 ms
Total Talk Time (AGENT): 170346 ms
Total Talk Time (CUSTOMER): 186718 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/f5c2d578-5e35-4c01-b417-b778624aef01_20250605T19:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and this is gonna sound strange, but I, I might have pushed the wrong button because I wasn't sure what to push, OK? I had, I think I have an account with you that I've had probably for over 20 years.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I haven't gotten anything from you or know anything about it for probably at least 10.
[CUSTOMER][NEGATIVE] But it's I still get money taken out of my account every month.
[CUSTOMER][NEUTRAL] I think it's from you, but I wouldn't be 100% sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it just says American public. So I just want to find out if it is you and what it is, and I just don't know.
[AGENT][POSITIVE] OK. Well, yes, I'll be more than happy to help you. I'm trying to locate the policy and see what's going on. Um.
[AGENT][NEUTRAL] Hold on one moment. Well, 1st may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, and I can search um to see if there's a policy with your social if you like.
[CUSTOMER][NEUTRAL] Yeah, I, I'd like to know because I mean.
[CUSTOMER][NEUTRAL] I, this, I, I vaguely remember doing something 20 years ago, but I don't remember. It was a time when my husband was sick and I had a son going through cancer. So I don't remember my mind's foggy from that period of my life.
[AGENT][NEUTRAL] OK, I understand.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEGATIVE] It was bad. OK, so what do you need from me?
[AGENT][NEUTRAL] Um, just the social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK. So I'm just waiting for the policies to come up now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I believe I just located it. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], I just need to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Well, I don't know what you have on file. I can tell you it's [PII].
[AGENT][NEUTRAL] And then let me see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Um, you might have [PII] because that's where we were living until about 10 years ago. That's not a current address.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Which is why I might not have heard from you in so many years.
[AGENT][NEUTRAL] Well, yes, ma'am. I can update that for you and we also need an email address on file, but this is a um just hold on, I'm getting the benefits so I can see the type of policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a um heart disease and stroke policy.
[AGENT][NEUTRAL] So it
[CUSTOMER][NEUTRAL] Heart disease and stroke, OK.
[AGENT][NEUTRAL] Mhm. So it'll pay um up well, just a lump sum of $5000 if there is ever a positive diagnosis, um, and then um if there's like any hospital stays needed, the policy will pay up to $100 per day.
[CUSTOMER][POSITIVE] And I bet you my husband was on there too.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEGATIVE] Which is too bad because he passed away 5 years ago and I probably could have got money out of that. I mean, but I don't mean it that way, but you know what I mean. That came out wrong.
[AGENT][NEUTRAL] Right, but he, um, he's listed on the policy, but as a beneficiary, like he doesn't get benefits.
[CUSTOMER][NEUTRAL] Oh, OK, OK, I guess I'm sitting there thinking, whoops.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] That came out wrong.
[AGENT][NEUTRAL] It's OK. I understood what you mean. Um, did you want to go ahead and update your mailing address?
[CUSTOMER][NEUTRAL] Yeah, can I get some, yeah, I guess I need to.
[CUSTOMER][NEUTRAL] OK, tell me when you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And then it's [PII].
[CUSTOMER][NEUTRAL] And that's it's still [PII], it's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so I've updated the mailing address and did you want to add an email address?
[CUSTOMER][NEUTRAL] Uh yeah, it's [PII].
[AGENT][NEUTRAL] And is that [PII]?
[CUSTOMER][NEUTRAL] [PII] is, yeah.
[AGENT][NEUTRAL] All right. So I have
[CUSTOMER][NEUTRAL] Just [PII].
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, I see that.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, most people don't get that right away until I point it out.
[AGENT][POSITIVE] Well, I have saved the mailing address and the email address for you. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, now you said that he's the be my husband, who's deceased is the beneficiary, so I need to change the beneficiary too. I mean, what, that's just like, if something were to happen to me, who the money would go to, correct?
[CUSTOMER][NEUTRAL] I mean, and that's what I'm trying to figure out.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] If something was, yeah, if something was to happen to you, um, so whoever would be calling to file the claims and everything, if, if any claims are needed.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh gee, I wonder which one of my sons.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I better stick with my middle son then, OK.
[CUSTOMER][POSITIVE] He just seems the one that does better with stuff like that.
[AGENT][NEUTRAL] Now I
[AGENT][NEUTRAL] OK, um, on our website, wel[PII], I can either or, um, I can either direct you to the website so that you can get the claim form or I can email it to you, whatever you prefer.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Just, just email it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I will go ahead and
[CUSTOMER][NEUTRAL] And then I just emailed back or?
[AGENT][NEUTRAL] Yes, ma'am, um, the email that I'm sending it from is our care team email, so you can just uh fill it out and then reply, you know, reattach it and apply to apply, reply to that email and it'll come back to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][POSITIVE] And I can take care of that, yeah.
[AGENT][POSITIVE] Alrighty, so I'm sending that over to you now. And was there anything else I can help with before we go?
[CUSTOMER][NEUTRAL] No, I think that's it. I just wanted to know if it was you or I mean.
[CUSTOMER][NEGATIVE] I don't know why all of a sudden, now that I'm retired, I have time to look at stuff like that. So I just, it's been bothering me for months now, so I thought I better find out about it, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that's it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and you should be receiving the email shortly. I'm getting ready to send it over to you. I'm just typing it up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. Have a great day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.