AccountId: 011433970860
ContactId: fe369c03-fb66-463a-8113-06740b7b7f69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397739 ms
Total Talk Time (AGENT): 103196 ms
Total Talk Time (CUSTOMER): 196833 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/fe369c03-fb66-463a-8113-06740b7b7f69_20250128T21:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I called earlier today and I talked to a lady named [PII], and she was to transfer me to custom care team and they were to call me back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I didn't get anything and if I did, I, like I tried to explain to her, if I don't know who it is, I cannot answer that phone. And ever since I called her at [PII]'s, that, that number I've gotten like 4 things that say spam risk and they all start with the [PII] number and I don't know who it is, huh.
[CUSTOMER][NEUTRAL] So if they call me back, I don't know.
[AGENT][NEUTRAL] OK, well, let me take a look.
[AGENT][POSITIVE] OK, let me take a look and see if we did give you a call, but I'll be more than happy to help you. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My name is [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. and Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I don't know it. I don't know where my paperwork is. I explained it to that lady as well.
[AGENT][NEUTRAL] OK, may I have your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And this is for your cancer policy?
[CUSTOMER][NEUTRAL] I don't know what it's for, hon. What I've tried to explain to the other lady is, one, I'm not good with paperwork. 2, if you guys sent me anything, I remember getting an 8 by 1 by 11 at some point envelope, not a, uh, not a business card letter type thing, but a big one that's an APL on it, and that's what I remember is the APL. We've had um.
[CUSTOMER][NEGATIVE] Things that we live in [PII], but we have to go to [PII] if family needs us and his brother had a stroke. We were there a month, got back here a couple of weeks and his nephew died. We went back up to [PII], so the mail, I left with different people to pick up.
[CUSTOMER][NEUTRAL] So if you sent me something, I don't know, so I don't even know what policy it is. Now when it came time for Medicare stuff, I, when I saw the APL I just assumed that was Medicare. I don't know where my brain was. But anyway.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] I assumed that it was everything was gonna roll over that was supposed to roll over, but apparently this was one that didn't.
[AGENT][NEUTRAL] OK, so I have found your policy here. Um, I, I just need you to verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, [PII], and I live at [PII].
[CUSTOMER][NEUTRAL] So this is the cancer policy. It says life insurance on it.
[AGENT][NEUTRAL] Well, American Public Life is the company, but this is a cancer policy. Um, but I do see the notes on here, um, that she's gonna have the, the customer service rep give you a call back. So do you mind if I place you on just a brief hold while I reach out to customer service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um she's gonna
[CUSTOMER][NEGATIVE] Not at all. I, I don't want this to lapse. I really don't.
[AGENT][NEUTRAL] OK, if the call is disconnected or dropped for any reason, I'll give you a call back.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome. And before I get the customer service rep, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, I, it's just this one thing because I, like I said, it's my fault. Uh, I retired uh about a year ago and I, this, I got this through my employment, and I thought I sent the paperwork after, you know, I retired and I assumed that I didn't have to do it yearly, but I guess I was wrong.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Um, hold on one moment. I'm gonna get the rep for you, um, and then we're gonna try to get this um reinstated, OK?
[CUSTOMER][POSITIVE] Yeah, I appreciate it, huh.
[AGENT][NEUTRAL] You're welcome. Thanks for calling APL. Hold on one moment for your transfer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][POSITIVE] I'm doing good. Um, I have a member on the other line and she um looks like she's wanted to talk about some reporting. She called earlier while everybody was in the meeting, um, and she's just calling back to get some help with reporting.
[CUSTOMER][NEUTRAL] All right. Um, is the policy number?
[CUSTOMER][NEUTRAL] 2117201.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, and it, OK, it's a different one then.
[CUSTOMER][NEUTRAL] Oh, wait.
[CUSTOMER][NEUTRAL] I see another one. I was given the wrong 238-455-4.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][POSITIVE] Thank you just a second so I can pull it up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEGATIVE] It's not OK. [PII].
[AGENT][NEUTRAL] Um, hold on one second, I'm in the note screen.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that's [PII].
[CUSTOMER][NEUTRAL] All right. I can go ahead and take it.
[AGENT][NEUTRAL] Alright, hold on one second.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hello? Hello, good afternoon, Ms. [PII].