AccountId: 011433970860
ContactId: fbad93f3-239c-40a4-a26c-f9a03d9ac12c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335559 ms
Total Talk Time (AGENT): 169844 ms
Total Talk Time (CUSTOMER): 137465 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/fbad93f3-239c-40a4-a26c-f9a03d9ac12c_20250324T21:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling um for my husband [PII] Sister. He just got some, um, ID cards in the mail and we're just confused about um I think this is life insurance and we've never gotten an ID card for life insurance. So I'm just wondering really what this is.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK, and it's for [PII] you said?
[CUSTOMER][NEUTRAL] Yes ma'am, mhm, I have the policy certificate number on.
[AGENT][NEUTRAL] OK, what is the
[AGENT][NEUTRAL] Yes, please, can you give me that?
[CUSTOMER][NEUTRAL] For group number?
[CUSTOMER][NEUTRAL] The group number?
[AGENT][NEUTRAL] The policy number, the certificate number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, 02607716.
[AGENT][NEUTRAL] OK, thank you. Let me look that up.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, is is [PII] there to verify his policy?
[CUSTOMER][NEUTRAL] Yes, hold on just a second, he's on the phone.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'll wait for him.
[CUSTOMER][NEUTRAL] You're welcome. Hey honey, when you come, she needs to verify this is, you know, your policy.
[CUSTOMER][POSITIVE] OK, he's right here. Yes ma'am I'm right here.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. I'm just gonna need for you to verify your policy please. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, sir. And then can you also give me your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh let's see uh I I don't know if you got my home phone or my cell phone. My home phone is [PII].
[AGENT][NEUTRAL] OK. And what
[CUSTOMER][NEUTRAL] And my cell is [PII].
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] And then one last verification, can you give me your email address?
[CUSTOMER][NEUTRAL] Oh yes, [PII], all lower case letters.
[AGENT][NEUTRAL] Thank you. I appreciate you verifying your policy for me. So, um, ma'am, I didn't get your name when you first called in. What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ms. [PII]. OK, so I've got you guys on the phone and you thought this might have been a uh life insurance policy. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, it's just he started a new job and we got a bunch of cards in the mail today and I'm not sure what these cards are for because at the top it says American Public Life so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], is it OK if I discuss your policy with Ms. [PII]?
[CUSTOMER][POSITIVE] Yes ma'am, she always takes care of everything for me.
[AGENT][NEUTRAL] OK. Well, I have to ask for security reasons. I appreciate you giving me the consent.
[CUSTOMER][POSITIVE] Oh that's OK, yes ma'am, it's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so this policy number 2607716 is not life insurance, it's a gap insurance. It is billed when you go to the doctor, give them your primary insurance card and this one too because this insurance helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] But it has to go hand in hand with your, with your major medical.
[CUSTOMER][NEUTRAL] Oh, OK, is this
[CUSTOMER][NEUTRAL] Oh, OK, and this is only for [PII]. Nobody else is on that, right?
[AGENT][NEUTRAL] Right. He's the only one on this policy.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, so he needs to handle this card and his medical, uh, card.
[AGENT][NEUTRAL] Right, major medical. And then the only other policy that I show is um a short-term disability in case something happens and he has to be off of work and he's also the only one on that policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me give you that policy number 2607717.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] And those are the only two policies with us. Yes.
[CUSTOMER][NEUTRAL] OK, and this is short term disability?
[CUSTOMER][NEUTRAL] Well, I know he signed up for a life insurance policy I guess would that be through someone else?
[AGENT][NEUTRAL] It could be, yes, ma'am. I'm not showing that it's with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then he's got vision and dental that would probably be through somebody else too, right?
[AGENT][NEUTRAL] Right. It may be, uh, I don't show he has dental with us and we don't do vision insurance at all.
[CUSTOMER][NEUTRAL] OK, alright, well this lets me know. I'm glad to know I wasn't sure what this was. So when he goes to a doctor or any kind of medical stuff, he gives them both cards, this one and his other.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am. Anytime he goes to any medical, anything, always give them both.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] What about uh what about prescriptions? Would you give it for prescriptions as well?
[AGENT][NEUTRAL] Uh, let me see if he has any kind of prescription coverage on it.
[AGENT][NEUTRAL] They usually don't, but I'm gonna look.
[AGENT][NEGATIVE] No, this one doesn't help with prescriptions, just deductible, co-pay, and coinsurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, well you guys have a good rest of your night unless you have any other questions I can help you with.
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you so much.
[AGENT][POSITIVE] You're welcome. You guys take care and thank you so much for calling APL.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye-bye.