AccountId: 011433970860
ContactId: fb969be7-cb2f-484b-b971-73f974e54123
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442470 ms
Total Talk Time (AGENT): 105152 ms
Total Talk Time (CUSTOMER): 205539 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/fb969be7-cb2f-484b-b971-73f974e54123_20250529T17:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII]. Um, I'm not sure if I pressed the right button or not. I have a cancer policy with y'all. And um I was diagnosed with cancer and they did a hysterectomy and stuff, and I think they got it all, but he's gonna be following me for 5 years and all that kind of stuff like they do with cancer and stuff, but I have
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I, I know I need to turn this in and stuff, but I don't know how to do it, and I don't know what all you need. And I do, well, I don't have my, it, I'm, I'm kind of living in two different places, but my policy is actually at the other house, but I had this letter that has, I think my customer number on it. Would that help?
[AGENT][NEUTRAL] Um, I should be able to look it up in different ways as well. Let me, let me see. Do you mind if we search for it under your Social Security?
[CUSTOMER][POSITIVE] I can give you that it's it, are you ready?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 463. OK, it's 463-116551.
[AGENT][NEUTRAL] OK, and give me just a moment while we look that up.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much [PII] give me just a moment while I look you up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not seeing you in here, give me just a moment.
[CUSTOMER][NEUTRAL] Well, they're taking a draft of 62 something out of my account every 6260, so.
[AGENT][NEUTRAL] And you said
[CUSTOMER][NEUTRAL] I better.
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEGATIVE] There is one other place, we're in a mess, but um
[CUSTOMER][NEUTRAL] I didn't even think about this when I was diagnosed and that if things happen so quick, you know, how things are. And um
[CUSTOMER][NEUTRAL] I might be able to, you know, I didn't even look in here. It might be in here.
[AGENT][NEUTRAL] Because I'm, I'm not seeing anyone. I'm not, I wasn't able to pull it up with that um social security number.
[CUSTOMER][NEUTRAL] Oh, wait.
[CUSTOMER][NEUTRAL] This might be
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's American Fidelity Insurance Company. That's what I called, right?
[AGENT][NEUTRAL] Wait, you called American Public Life. We are an entity with them. Um, I don't think we can see their policy though. Go ahead and give me the policy number and let me see if I can find you that way.
[CUSTOMER][NEUTRAL] Um, OK, I don't know what number to call then. Um, I, and I can't find the policy number here. OK. Um, I just found my, I just found my policy, but I can't find the policy schedule where, where is uh.
[AGENT][NEUTRAL] Oh, OK, that's OK.
[AGENT][NEUTRAL] Does it say policy certificate?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Answer expense option blah blah blah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Because we're American Public Life, um, it's a little different. Is this the number, did you get this number from your card?
[CUSTOMER][NEGATIVE] Uh, well, no, I don't have a card. I just, I, I had this letter and uh maybe I should be calling a different number. I, I finally found my policy, maybe I, I should call this number, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's in this because it is a different number than what I called um.
[AGENT][NEGATIVE] Yeah, we're under American Fidelity, but we don't have their their policies. Um you'll need to call American Fidelity. This is American Public Life. I know it can be super confusing.
[CUSTOMER][NEUTRAL] Well, I got, I mean, I had this, this letter saying honestly I have a customer number 614-329-0 but I don't know if that's actually the uh.
[CUSTOMER][NEUTRAL] Policy number because I don't see a policy number.
[CUSTOMER][NEGATIVE] In here. Anyway, I, I, I'm so sorry. I, I hate this letter though.
[AGENT][POSITIVE] No, you are OK. It's, it's, you're OK. You got a lot going on. It's OK.
[CUSTOMER][NEUTRAL] Oh, policy number, yeah, that is the, no it isn't. The policy number is 614.
[CUSTOMER][NEUTRAL] 329001
[AGENT][NEUTRAL] Alright, let me look. Oh.
[AGENT][NEGATIVE] Yeah, I don't think, yeah, I think that's an American public life when it's too long for ours.
[AGENT][POSITIVE] Um, give it to me one more time. Let me try one more, one other way. I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And oh, no problem. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, you'll want to call American Fidelity, cause I'm not able to pull it up. I apologize.
[CUSTOMER][POSITIVE] OK, I'm so, no, I'm so sorry. I, I should have.
[AGENT][NEUTRAL] You're OK. You've got a, there's a lot of stuff going on. I get it.
[CUSTOMER][POSITIVE] But anyway, I will call that number and maybe they can help me. I'm so sorry. You have a blessed day.
[AGENT][POSITIVE] You too have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.