AccountId: 011433970860
ContactId: 0215c12e-317f-479a-8d7b-89a98c984b42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 880500 ms
Total Talk Time (AGENT): 408477 ms
Total Talk Time (CUSTOMER): 353313 ms
Interruptions: 8
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/0215c12e-317f-479a-8d7b-89a98c984b42_20250320T19:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I'm calling because I have my debit card, um, involved in a situation where I had to get a new one and I was calling to see if uh my payments were being made on my checking account or on my debit card.
[AGENT][NEUTRAL] OK. No, sure, I can assist you with that. And may I have your name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And do you have
[CUSTOMER][NEUTRAL] And also, before I forget it, uh, I did not, I do not have a policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It was never sent to me.
[AGENT][NEUTRAL] Oh, you don't.
[AGENT][NEUTRAL] OK, so do you don't have the number?
[CUSTOMER][NEGATIVE] I have nothing except it's being charged to my checking account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what we can do, one moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and for security, may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII] it might be listed under [PII] because I uh we we got them at the same time after he left his job.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII] I'm sorry.
[AGENT][NEUTRAL] Mhm, it's OK.
[AGENT][NEUTRAL] OK, um, so let's see, I do see that we are drafting, but it is the account, the checking account, not the debit card.
[CUSTOMER][NEUTRAL] OK, so I can check that one off.
[CUSTOMER][NEUTRAL] Um, so it would be.
[CUSTOMER][NEUTRAL] For both policies?
[CUSTOMER][NEUTRAL] The most important thing
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Because we, I mean, we signed the papers at the same time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, let me see. It looks like it's just one policy active with us, it's like a cancer policy.
[CUSTOMER][NEUTRAL] I don't understand what?
[AGENT][NEUTRAL] Looks like the one I have listed is a cancer policy, just one policy.
[CUSTOMER][NEUTRAL] That's all we have.
[AGENT][NEUTRAL] Mhm, yes. So yeah, we are drafting from um South Carolina State Credit Union.
[AGENT][NEUTRAL] Through the bank, yeah.
[CUSTOMER][NEUTRAL] And that ends in [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK, so that's for both of us, right?
[AGENT][NEUTRAL] Um, let me check and see, looks like um.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEGATIVE] Why would they not send me a policy?
[AGENT][NEUTRAL] OK, I can go ahead and send a request for a policy certificate to come go out um to the address on file.
[AGENT][NEUTRAL] Let me go ahead and do that. Let me go ahead and request that for you, OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] Oh well, I mean, I trust you to do it. I just want you to verify that it's on both of us because that's, that's the reason we're paying that amount.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're supposed to be 30 something a piece.
[AGENT][NEUTRAL] OK. Yeah, I had to check with customer service as well with this one to make sure that you're still listed on this one, OK?
[CUSTOMER][NEGATIVE] Oh, that's just great. I've been paying these premiums all this time and you didn't send me a policy and now I don't know if I've even covered.
[AGENT][NEUTRAL] I'm gonna get that information for you, Ms. [PII]. I just need some some more time so I can call customer service and verify and make sure that it is correct.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I need you in here. I think I'm going to because they don't seem to think I'm on your policy for this cancer treatment at $64 a month.
[CUSTOMER][NEUTRAL] And it's just me?
[CUSTOMER][NEGATIVE] No, she ain't here.
[CUSTOMER][NEUTRAL] 9 it's not get too angry to deal with it and probably.
[CUSTOMER][NEUTRAL] Every other month I think. I think I can call last.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][POSITIVE] Thank you for calling APL. This is [PII] and customer service. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good, so how are you?
[AGENT][NEUTRAL] I'm here, um.
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] It's Friday evening, so we're almost there.
[AGENT][NEUTRAL] Uh yes, yes, it's just like sometimes you just get this call that just turns your life around, but um I have a member on the line that um.
[CUSTOMER][NEGATIVE] In a bad way or a good way.
[AGENT][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Gosh.
[AGENT][POSITIVE] I don't think there's a bad way that makes you feel like uh.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um, but yeah, I got a, uh, a policy. Um, I think it's probably our system that is showing that she's terminated. I, I, I didn't say that she was terminated, but she keeps asking if she is listed, and I said I needed to check with customer service just to make sure that I'm looking at the correct information and she just went like, what do you mean? You mean I'm not there, you know, like, I'm like, oh my goodness, OK, I just need to check.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] But it may be that it lapsed. I don't know why it lapsed her, but it looks like it's a family plan, so she should not be lapsed unless it's an age thing. I'm not sure, but let me give you the policy number.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's 197.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] 5957. Again, that's 1975957.
[CUSTOMER][NEUTRAL] All right.
[AGENT][MIXED] Yeah, but she got so frustrated when I said, let me check, let me make sure. She's like, what do you make sure? Like, oh boy, what can I say so she don't take me wrong.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright, let me take a look. Um, looks like they are on the family plan. Let me check the notes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, oh, that's an old note. Hold on.
[AGENT][NEUTRAL] Mhm. Yeah, I didn't see anything indicating that she should be lapsed, but I don't know.
[AGENT][NEUTRAL] I never know.
[CUSTOMER][NEGATIVE] Oh, that is so weird.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It looks like back in [PII].
[CUSTOMER][NEUTRAL] The policy was left in error.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she's probably been left since then.
[AGENT][NEGATIVE] No point.
[CUSTOMER][NEUTRAL] Because when she when the policy was reactivated, she was never added back to it is what it looks like because they have been remitting payment for the correct amount so I'm gonna go ahead and reactivate her back on there um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So she is, she's good, um.
[AGENT][NEUTRAL] So that premium is for both, right? Mhm.
[CUSTOMER][POSITIVE] Yes, he, they've been paying the correct premium for family coverage. Um, if it had, if they had not been, then I wouldn't reactivate her, but since they have been paying the family coverage rate and there's no notes for her being lapsed off the policy, I have reactivated her in plan, so she's, she's good.
[AGENT][NEUTRAL] No, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] Yeah, OK. I'm not even gonna say that we reactivate her. I'm just gonna say, yeah, you are active. I just need to make sure.
[CUSTOMER][NEUTRAL] Yes, no, that's fine.
[CUSTOMER][NEUTRAL] Yes, that is fine.
[AGENT][NEUTRAL] say something wrong
[AGENT][NEUTRAL] I don't think I
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, well, I'll let her know and then they still drafting the account, right? It looks like it is draft.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, they're still set up on a bank draft monthly bank draft on the [PII] of every month, yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfect. OK.
[CUSTOMER][NEUTRAL] So their draft should actually come out again, I think next week. Hold on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Where did my man, something happened with my calendar this morning.
[CUSTOMER][NEUTRAL] And I have no clue that under billing?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I had this set up to where I could see.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] When the billing was taking place.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And I don't know. I came in and it was all gone. OK, there it goes, um, oh, they're actually drafting tomorrow, so yeah, their draft will actually run on our draft day.
[AGENT][NEUTRAL] Oh right
[AGENT][NEUTRAL] Japanese
[AGENT][NEUTRAL] Got you. OK. And uh one more thing since I got you already on the line, um, do you think you can get a policy certificate for her?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A policy certificate?
[AGENT][NEUTRAL] Uh, yeah, she said she never reached on this policy.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, I can get a copy sent out to there. No, that's fine. I'll go ahead and do it now because this one probably already has one, so I'll just reorder it.
[AGENT][NEUTRAL] Or should I send the hub?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you, thank you so much. OK, I'll go ahead and let her know that everything is good. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] It was memory. OK, bye-bye.
[CUSTOMER][POSITIVE] Have a good one. Bye-bye.
[AGENT][NEUTRAL] You too. Bye.
[CUSTOMER][NEUTRAL] I don't know yeah.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII].
[CUSTOMER][NEUTRAL] Well, I'm [PII], and she's standing right beside me.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Oh, right.
[AGENT][NEUTRAL] OK, all right, yes, yeah, I went ahead and um ordered the, the policy certificate and the information of the policy which you should be receiving within 5 to 7 business days, and yes, you're both listed on this policy and it is set up to draft on.
[CUSTOMER][NEUTRAL] I well.
[CUSTOMER][NEUTRAL] First
[CUSTOMER][POSITIVE] Well good
[AGENT][NEUTRAL] On the bank.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you tell us anything about this. She goes through this policy. We might not be able to understand it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can go ahead and give you a breakdown of the same information I'm gonna send you. Give me just a second. Let me pull it up.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] She's.
[AGENT][NEUTRAL] It's gonna be a minute. There's a few uh documents that needs to pull up. It's a large file, OK? One moment.
[CUSTOMER][POSITIVE] I got you
[CUSTOMER][NEUTRAL] Well, you ain't got to read the file just like the, the plain gist of it, you know.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh OK. Well,
[CUSTOMER][NEUTRAL] I guess is what we asked, you know, I got this policy while I was working and I've been retired and I never received the policy, so I don't know how it works.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, got you. Yeah, and that's why I went ahead and order it for you and you should be receiving this shortly, but um you do have a cancer policy with additional information uh with additional benefits. Um, let me see. So you have internal cancer benefit and um let's see, you have a lump sum benefit of 2500 and that's just a one-time benefit for a lump sum whenever they find in internal cancer.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then you have um several different benefits, um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] including um hospital confinement benefit, $100 daily for 90 days, on drugs and medicine while you're confined $150 per confinement. Surgery benefits, um, you have $1600 per operation. You also have 2nd and 3rd surgical opinion of $300 for diagnosis. Um, you have outpatient surgery, um, $200 per day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Surgery performed, anesthesia, 25% of the amount paid for covered surgery. Um, attending physician, $30 per day while in the hospital. Uh, special nursing service, $150 per day while in the hospital. You also have protasis benefit.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][POSITIVE] It's, that's good. You don't have to read anymore.
[AGENT][POSITIVE] Oh, OK. Yeah, it's, it's a lot of benefits. You have a lot of benefits with this policy.
[CUSTOMER][NEUTRAL] Um, yeah, it's it.
[CUSTOMER][NEUTRAL] I got you. Well, if you will just send that to us, we'll be happy. You need to change your account or you already have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's on the checking account right.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, yeah, everything is set up to draft in the bank. Yeah, it's a banking institution. It's the uh the checking account. It's not gonna be a debit card or credit card.
[CUSTOMER][NEUTRAL] Is it is it's all.
[CUSTOMER][POSITIVE] Oh yeah, that's what we needed to know and thank you for your assistance and uh uh sending to that for.
[AGENT][POSITIVE] OK. You're welcome.
[AGENT][POSITIVE] No problem. You should be expecting that within 5 to 7 business days. You as well. Have a good day. Thank you for calling APL.
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Bye-bye.