AccountId: 011433970860
ContactId: f973b74d-fa24-4dae-906b-f17f5ac31c55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 531619 ms
Total Talk Time (AGENT): 167361 ms
Total Talk Time (CUSTOMER): 150966 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/2025/01/13/f973b74d-fa24-4dae-906b-f17f5ac31c55_20250113T21:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, this is the number she, uh, transferred me to cause I need, um, it's a qualifying health care coverage that to my uh email to my
[CUSTOMER][NEUTRAL] Vehicle insurance for [PII].
[AGENT][NEUTRAL] OK, can I get your name please and your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII] uh-huh.
[CUSTOMER][NEUTRAL] And my phone number is
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] Yes, you want my phone number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It's [PII], it's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is your policy number you have with us?
[CUSTOMER][NEUTRAL] Oh, with you, I don't have a policy number. I she said I'm a member. I'm not a whatever.
[CUSTOMER][NEUTRAL] Oh, you want my member ID number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It's ALM.
[CUSTOMER][NEUTRAL] 0160742
[AGENT][NEUTRAL] OK, Ms. [PII], this is American Public Life Insurance Company. Do you have a policy with our company?
[CUSTOMER][NEUTRAL] I don't have a life insurance, no, I need, this is my health insurance.
[AGENT][NEUTRAL] OK, so what is the policy number for your health insurance?
[CUSTOMER][NEUTRAL] I just gave that number, the member ID number is all I got on my card.
[AGENT][NEUTRAL] OK, let me see if I can't pull you up by your name real quick, Miss [PII].
[AGENT][NEUTRAL] It's gonna be just a second.
[AGENT][NEUTRAL] And you spell your first name [PII]? or how do I spell your first name?
[CUSTOMER][NEUTRAL] I at the end. You were right, so just add [PII] on there.
[AGENT][POSITIVE] OK, thank you. I appreciate that.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got many [PII]'s. Is there any way that you can give me your social security number that I'll pull up your policy number in for us?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is your address, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], I've got you pulled up now.
[AGENT][NEUTRAL] Now I'm not showing that we have uh.
[AGENT][NEUTRAL] The correct um address for you?
[AGENT][NEUTRAL] We have a different address, um.
[AGENT][NEUTRAL] Can you please verify your email address for me too, for security reasons?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm [PII].
[CUSTOMER][NEUTRAL] I don't know my [PII]. That's why I don't use uh.
[CUSTOMER][NEUTRAL] I don't know my Gmail.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Even with that number I gave you off my card.
[AGENT][NEUTRAL] That, that number doesn't pull in for me for your policy number with us. Um.
[AGENT][NEUTRAL] That's why I'm having to verify everything because I'm showing that you have an address at [PII].
[CUSTOMER][NEUTRAL] Oh shoot, I've been with you guys since, um, let me see, since [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm on a plan 3.
[CUSTOMER][NEUTRAL] [PII] got an L right there. A L.
[CUSTOMER][NEUTRAL] Yeah. Yeah, that was all.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, Ms. [PII], what was your date of birth again one more time, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm trying to, I thought I had you pulled up but the addresses aren't matching, so I'm gonna keep on looking, Miss [PII].
[CUSTOMER][NEUTRAL] OK. My middle initial is [PII], so I don't know if that might help.
[AGENT][POSITIVE] Yes, that would help.
[AGENT][NEUTRAL] I'm gonna
[AGENT][NEUTRAL] Try to find you that way.
[CUSTOMER][NEUTRAL] Can't you out there.
[AGENT][NEUTRAL] Are you wanting to call? I'm still not able to find you, Miss [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Not by your social, not by your name.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Like that.
[AGENT][NEUTRAL] Not by your address, um.
[CUSTOMER][NEUTRAL] So how about
[CUSTOMER][NEGATIVE] So what am I supposed to do cause my bill's been sent to you guys.
[AGENT][NEUTRAL] Are you wanting to call American Public Life APL?
[CUSTOMER][NEUTRAL] Well, I don't have life insurance either.
[AGENT][NEUTRAL] OK, so our company is is.
[CUSTOMER][NEUTRAL] This is the plan name.
[CUSTOMER][NEUTRAL] The plan name is Legion uh uh Legion Limited Medical.
[AGENT][NEUTRAL] Uh-huh, is what?
[AGENT][NEUTRAL] OK, that's not our company.
[CUSTOMER][NEUTRAL] Then it's got my name is the
[CUSTOMER][NEUTRAL] I called, oh my gosh. I called this number on here where it says eligibility, benefits and claims.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And then she put me through something else and then she put me through to you.
[AGENT][POSITIVE] Oh bless your heart. You've been all over the world. I'm so sorry. Um, our company, yes, our company is APL American Public Life, and we're out of [PII].
[CUSTOMER][NEGATIVE] Oh, no.
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Oh my lord.
[CUSTOMER][NEUTRAL] Alright, I'll try. I'll call them, they're probably closed by now.
[CUSTOMER][POSITIVE] But I'll try and figure that call back and see what I can do.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, Ms. [PII]. I'm so sorry. I did try to find you. I tried to do everything I could. I hope you're able to get a hold of them. You're welcome.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank you. Sorry to bother you. OK, bye.
[AGENT][NEUTRAL] Oh, no, don't worry. Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Um bye, bye.