AccountId: 011433970860
ContactId: 061feb7c-6fe9-4a40-95b9-e22855cf66a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328709 ms
Total Talk Time (AGENT): 81505 ms
Total Talk Time (CUSTOMER): 187316 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/061feb7c-6fe9-4a40-95b9-e22855cf66a4_20250530T18:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good. Did you need anything else from me?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] No, I, I've got it.
[CUSTOMER][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][POSITIVE] Uh huh. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK? OK, thank you. All right, thanks for calling APL you're welcome.
[AGENT][NEUTRAL] Uh, good afternoon, Mr. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Hey, listen, I'm, I'm at my office and I did have that other paperwork that you mailed me, and I was filling that out and uh on, you know, cause it says they terminated employment. I didn't terminate the employment, remember they terminated the plan is what they did.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, and, uh, OK, I'm just going to keep it if I could, and then, uh, it's got the group plan number and the certificate number, but I've got a policy number, wouldn't that be the certificate number?
[AGENT][NEUTRAL] Yes sir uh huh.
[CUSTOMER][NEUTRAL] OK, just a second. OK, let me put that in.
[AGENT][NEUTRAL] Yeah, and what, what was the date of that letter, um.
[CUSTOMER][NEUTRAL] Oh, let me see, hold on.
[AGENT][NEUTRAL] Cause I think it might be too, too late to continue it. I'm not. Depends on the letter.
[CUSTOMER][NEUTRAL] Oh, well that if I can't well y'all can just mail the check back in OK, just uh.
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][POSITIVE] OK, you're, you're, you're good.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Didn't I send the annual premium in? I can't remember. It's been a while back, isn't that what I did?
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Uh, I would have to hunt through here to see what, what I've got.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, it seemed like I because it's been a while back, but I think I sent an annual.
[AGENT][NEUTRAL] Yeah you you sent something in.
[AGENT][NEUTRAL] Yes, you did. Um,
[CUSTOMER][NEUTRAL] Yeah, I said, I think I sent annual premium in is what I did and I sent in the form that I had, yeah.
[AGENT][NEUTRAL] You did, and it was in.
[AGENT][POSITIVE] Right, and it was in time to continue it, so just.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK, hold on.
[AGENT][NEUTRAL] It's just been one of those days.
[CUSTOMER][NEUTRAL] No, that's OK. I, I understand, uh, and I'm gonna put, let me put the policy number in there. I'm gonna ask you another question just sent.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, now my next question is, I don't know what I paid. Uh, you said the individual spouse it says the amount and I just leave that in blank and it's a check annual because I don't, I don't know what I paid.
[AGENT][NEUTRAL] Uh, just, yeah, just check annual. It was $474 for the year.
[AGENT][NEUTRAL] That'll be from January to January.
[CUSTOMER][NEUTRAL] OK, just a second. I put 474.
[CUSTOMER][NEUTRAL] Yeah, for the individuals, uh, and spouse for $474. Yeah, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, uh-huh, even.
[CUSTOMER][NEUTRAL] OK, and I'm, and I can date that today, right?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] 0530.
[CUSTOMER][NEUTRAL] 24. And I got one question on this, because I, I've had an Aflac policy for 20 years. I'm, I'm continuing it to both cancer policies, if you ever do get cancer, which we don't, but if we ever do can get cancer, both of them would pay, wouldn't they?
[CUSTOMER][NEUTRAL] It's not a coordination of benefits, is it?
[AGENT][NEUTRAL] Uh, I don't have that information. Um.
[AGENT][NEUTRAL] I would have to
[AGENT][NEUTRAL] Get somebody in the benefits department that can look that up for you um.
[CUSTOMER][NEUTRAL] Can, can you do that? I mean, not do this very second, but I mean, if it's a coordination of benefits, I don't want to keep it. But if it's, uh, which I don't think it is because it's a separate policy, uh, but if it's, you know, both cancer policies, if you did get cancer, because you never know, uh, if you did get cancer, uh, I'd want to make sure if I'm paying premiums to this man premiums the other, that it would, uh, it would, uh, uh, you know, both of them pay.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see if I can ask someone real quick.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I'm pretty sure I know the answer.
[AGENT][NEUTRAL] OK, she's looking it up, see.
[CUSTOMER][NEUTRAL] Yeah, I understand.
[CUSTOMER][NEUTRAL] Cause I'm sure I'm not the only one that has two cancer policies.
[AGENT][NEUTRAL] Right, it says it's, there's no coordination of benefits.
[CUSTOMER][NEUTRAL] Yeah, I didn't think so. I, I think you'd join in that a little bit, maybe on the group health a little bit. I don't know, but, uh, because I've sold for a number of years, but anyway, OK, well I'm, what I'm gonna do, I'm, I'm getting this, and I'm signing it already signed it. I'm gonna put attention in your name and then, uh, I'll get this paperwork to you today, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with, or?
[CUSTOMER][POSITIVE] OK. Thank you. Uh, that's it, [PII]. Thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, well thank you for calling APO. You have a wonderful weekend.
[CUSTOMER][NEUTRAL] OK. OK, bye-bye.
[AGENT][NEUTRAL] Bye.