AccountId: 011433970860
ContactId: 1fa3ff71-4169-4014-9873-59899d5e3f06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 750359 ms
Total Talk Time (AGENT): 306279 ms
Total Talk Time (CUSTOMER): 298597 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/1fa3ff71-4169-4014-9873-59899d5e3f06_20250203T20:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], can I speak to [PII]?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII], uh, on the care team.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure, give me just a moment let me see if she is available um what was your name?
[CUSTOMER][NEUTRAL] [PII], um, she just helped me last week. If you can look it up and that'd be OK. I mean, she just told me I could ask for her.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] No worries, um, really quick, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I have them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have 3 different ones.
[AGENT][NEUTRAL] I just one of them is fine. I'll be able to find the rest.
[CUSTOMER][NEUTRAL] OK. 687-412.
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] Alright, just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. Uh, looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][POSITIVE] Alright, thank you so much for verifying all of that information. OK, and I can see if um [PII] is available um what what was it that we could help you with though?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, she was supposed to be checking into some stuff. My husband is deceased now, and I'm still paying a family, uh,
[CUSTOMER][NEUTRAL] And she was gonna check on that. I'm playing a family account or whatever it's called, uh, for my 3 accounts and so uh I just needed to talk with her and see if she got it, all the information she needed from me.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, OK.
[CUSTOMER][NEUTRAL] Because I had to send her a death certificate and stuff, you know, I just checking base with her.
[AGENT][NEUTRAL] Of course, alrighty, actually, if you, I can uh help you with that unless you just prefer to speak with [PII], um, because I think.
[AGENT][NEUTRAL] They had already had that processed.
[AGENT][NEUTRAL] Bear with me just a moment let me see if they had any updates regarding that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, so that looks like that was resolved um I have here I believe [PII], um we had sent out a letter to you so hopefully you should be getting that here pretty soon, um, and in close with that is a refund check for the overpayment of that premium.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, and you said you sent they, they sent it out on [PII]. Hold on just a [PII] [PII].
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And OK, and.
[CUSTOMER][NEUTRAL] OK, now when you said you updated it, OK, uh, one of them was a lump sum of $1000.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, did you take that off? Or, and I want the other two left on for me, only me.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And how much will that be a month?
[AGENT][NEUTRAL] OK, I see what you're asking. Give me just a moment. Let me, I just looked at this one, that you gave me, um, so this was the cancer policy, um, and you are the only one who's active on that, so that was resolved. um, now the lump sum, what, what do you mean? What, uh, did you file a claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I filed a claim on it, uh, previously, and its policy number was 687-413, and she said once I saw that um on that account, then, you know, that accounts over.
[CUSTOMER][NEGATIVE] But I wanna make sure I'm not paying for it anymore.
[AGENT][NEUTRAL] I see. OK.
[AGENT][NEUTRAL] Oh yes, that one is not active 687-413 it is not active.
[CUSTOMER][NEUTRAL] OK, and then let me ask you about another one. I just wanna make sure that everything's correct now. um.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] 687-414. It's ICU policy.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And that's active
[AGENT][NEUTRAL] Let's take a look. Yes, you are the only one who is currently active under that policy and the cancer policy.
[CUSTOMER][NEUTRAL] Just on me
[CUSTOMER][NEUTRAL] OK, and what is your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK, Ms. [PII]. OK, so I have these two.
[CUSTOMER][NEUTRAL] They are still active.
[AGENT][NEUTRAL] It looks like for this policy as well, and I can check the other if we need to, um.
[AGENT][NEUTRAL] But you're getting a uh so there'll be a couple of different letters since of course they're different policies um so you'll be getting that for this one as well, a separate letter with a separate refund check for the overpayment of premium.
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] OK, so I'll be getting 2 checks, 2 letters.
[AGENT][NEUTRAL] Yes ma'am, and it looks like they were just sent out the same time, so [PII].
[CUSTOMER][NEUTRAL] OK, and then let me ask you something else um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How much will these two policies be upon that?
[AGENT][NEUTRAL] Oh, OK, let's see, your premium, your monthly premium, you mean?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's take a look here. I'm going to double check because while this has all been processed I know I don't know quite how soon um it might reflect on my end um if this is now single instead of a family.
[AGENT][NEUTRAL] So I've got here this is your I think this is the cancer policy I've got it at $26.80 a month but if you'll bear with me just a moment I'm gonna put you on a brief hold and just make sure that that is correct um again they might be in the process of updating all of that um so give me just a moment I'll get right back with you OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing alright thank you um I've got an insured on the line and she had a couple policies with us that we had recently um taken off or removed several members except for her, so she's not the only one. I do see recently the um letters and checks for repaid premium refund had been sent out. She was asking about her monthly premium and I wanted to just double check uh that that is accurate now, um, for just her being covered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, just a second, is her policy number.
[AGENT][NEUTRAL] Uh, she's got a couple, um, one is uh 687-412.
[CUSTOMER][NEUTRAL] OK, let me pull them all at once.
[CUSTOMER][NEUTRAL] Is it for [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Um, one that you just gave me is for $26.80.
[AGENT][NEUTRAL] How much? I'm sorry.
[CUSTOMER][NEUTRAL] $26.80 and that is for family coverage.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so since she's the only one active should that is that possible to change? I think that's what she's after.
[CUSTOMER][NEUTRAL] OK, she.
[CUSTOMER][NEUTRAL] Pass it by herself.
[CUSTOMER][NEUTRAL] Monthly and.
[CUSTOMER][NEGATIVE] It is weird.
[CUSTOMER][NEUTRAL] Um, all the
[CUSTOMER][NEGATIVE] Um, the pendants were already dropped. I just guess it is the pilot screen that has the information screen that is not updated, so it's just for her what she's paying.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that's what I was looking at too and that's why I wanted to reach out just to make sure.
[CUSTOMER][NEUTRAL] Unless you can
[CUSTOMER][NEUTRAL] Mhm. If not, give me just a second so.
[CUSTOMER][NEUTRAL] I can probably see this is an old um.
[CUSTOMER][NEUTRAL] Cancer policy, it could be.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He turned to [PII].
[CUSTOMER][NEUTRAL] OK, no, she is family.
[CUSTOMER][NEUTRAL] Coverage.
[CUSTOMER][NEUTRAL] Um, individual would be only $11 so yes, we will have to update that, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so she's got
[CUSTOMER][NEUTRAL] Yes, we are charging
[AGENT][NEUTRAL] She's got this other one too she's got an intensive care one,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that one looks, I mean, I, I'm just trying to, I'm not quite sure what all these things mean, but that one does look right, um.
[AGENT][NEUTRAL] So like the coverage type.
[CUSTOMER][NEUTRAL] Intensive care.
[AGENT][NEUTRAL] F of course is supposed is family, right?
[CUSTOMER][NEUTRAL] Mhm. Yes, for the previous one, it is family, and if she would like to change, you would just have to um fill out the form for the drop, uh, to drop her uh dependents, and we will be updating that coverage.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] OK, so since she already did that, that will be updated then.
[CUSTOMER][NEUTRAL] Mhm. Yes, we will be updating and um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, and since, um, let's see, let me get back into it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, the effective for the change will um.
[CUSTOMER][NEUTRAL] this month because we can't give the premium back, yes.
[AGENT][NEUTRAL] It will be this month, OK.
[AGENT][POSITIVE] Got you alright well I appreciate you checking all of that. I'll let her know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You're welcome. Bye bye.
[AGENT][POSITIVE] Alright Miss [PII], I'm so sorry about that wait are you still with me?
[CUSTOMER][POSITIVE] Oh no, you're fine. Thank you.
[AGENT][NEUTRAL] OK, yes, um, I did wanna touch base because again, um, what I was seeing, it had not yet been updated, uh, they did assure me that it is going to be updated this month, but I do have the dollar amounts that you will be paying as a single coverage, so for the cancer it will be $11 a month and then the um intensive care is $4.50.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $4.50 for the intensive care and $11.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Are the, OK. I just wanted to be sure, so that'd be 1550. OK, thank you so very much for your help.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, did you have any other questions for me?
[CUSTOMER][POSITIVE] No, ma'am. Everything's taken care of now.
[AGENT][POSITIVE] Sounds good well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you bye bye.