AccountId: 011433970860
ContactId: fee47e91-31cd-455f-be4d-d9cd546ca710
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341000 ms
Total Talk Time (AGENT): 143750 ms
Total Talk Time (CUSTOMER): 158579 ms
Interruptions: 6
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/fee47e91-31cd-455f-be4d-d9cd546ca710_20250423T17:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, [PII], you said [PII], right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, OK, [PII], my wife passed away at the end of December.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] And I got a bill from the hospital stating that I owed them $500 and some dollars, $521 I think, and um I believe some of that should have been covered by insurance, and I do see that American Republic, I don't know it's American Republic. Somebody paid $120.
[CUSTOMER][NEUTRAL] Dollars towards that uh that bill and I'm wondering if you did if I need to know something before I continue on my quest to find out what's going on here.
[AGENT][NEUTRAL] OK, so you, you and your wife had a policy with APL. Is that correct, that she passed away in December?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] She passed away [PII].
[AGENT][POSITIVE] OK. Well, first off, I'm very sorry.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] And who am I speaking with, please?
[CUSTOMER][NEUTRAL] You're speaking with [PII]
[AGENT][POSITIVE] OK, thank you. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Oh, I don't have my number handy, no, um, let's see if I have hers here that might help you.
[AGENT][NEUTRAL] OK, it's the
[AGENT][NEUTRAL] OK, so, OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And the policy was with American Public Life Insurance. Is that correct?
[CUSTOMER][NEUTRAL] American Republic, yes.
[AGENT][NEUTRAL] OK, now
[AGENT][NEUTRAL] This, did you say American Republic?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, now you're not speaking. Yes, so you're not, I'm with, I'm with American Public Life, not republic.
[CUSTOMER][NEUTRAL] Or did I get somebody else?
[CUSTOMER][NEUTRAL] Oh, OK. I'm so, you know, when you said it, it sounded different to me, but my hearing is not the greatest and.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I, uh, I thought maybe I was just hearing it wrong. Uh, could you get me their number by any chance? Are you able to get American Republic's number?
[AGENT][NEUTRAL] So yes, sir.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I could try and search the internet to see if I can locate a phone number for them, but I don't just have that number. Um, one moment. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, the last person I called gave me that number that I called you with and uh.
[CUSTOMER][NEUTRAL] And uh,
[AGENT][NEUTRAL] So is it American Republic Insurance that
[CUSTOMER][NEUTRAL] Insurance company, yeah, it's called American Republic Insurance Company.
[AGENT][NEUTRAL] The name of the company?
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I, I have their um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What do you call their uh digital number here too if you need.
[AGENT][NEUTRAL] OK, so the only phone number.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] Well, the phone number that's on online shows it as [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir. So I don't, you know.
[CUSTOMER][NEUTRAL] OK, I'll give that a try and.
[AGENT][NEUTRAL] No, that's just the only number that I see listed on that line.
[CUSTOMER][NEUTRAL] Yeah, would, would, uh, contacting their email address would that help at all?
[AGENT][NEUTRAL] Now, I would
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, I honestly.
[CUSTOMER][NEUTRAL] I got their email address here.
[CUSTOMER][NEUTRAL] It's [PII], OK.
[AGENT][NEUTRAL] I'm so sorry, but I.
[AGENT][NEUTRAL] Yes, sir. I don't.
[AGENT][NEUTRAL] Well, that would, yes, sir, that would be their website.
[AGENT][NEUTRAL] Not an email address, that's gonna be their website.
[CUSTOMER][NEUTRAL] Yeah, yes, I don't have a computer so I can't, I can't access it.
[AGENT][NEGATIVE] Right. Um, and it does not give
[AGENT][NEUTRAL] It doesn't give an email address online for you, but I'd be happy to connect you to that number that I just gave you if you would like.
[CUSTOMER][POSITIVE] Oh, if you would, I'd appreciate that, sure.
[AGENT][POSITIVE] I certainly would, yes.
[AGENT][NEUTRAL] So, and Miss [PII], is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] Um, you could pay the bill.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][POSITIVE] No, I think, I think you're doing fine.
[CUSTOMER][NEGATIVE] No, actually I paid the bill but uh because of a threat and I.
[AGENT][POSITIVE] OK. Well, then, thank you so much for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, I will, um, I will connect you over to that phone number. If any reason that we get disconnected, just try it back directly. But if that is all that I can help you with, thank you for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] OK and thank you for helping.
[AGENT][POSITIVE] Yes, sir. You're very welcome. So one moment, please.