AccountId: 011433970860
ContactId: 2158b713-4645-453f-9bfb-0cf51bbb3054
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409570 ms
Total Talk Time (AGENT): 192488 ms
Total Talk Time (CUSTOMER): 135299 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/2158b713-4645-453f-9bfb-0cf51bbb3054_20250408T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, I got some paperwork from you all from, I guess.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] Uh, one is a.
[CUSTOMER][NEGATIVE] The product has cancer and specified disease and the other one is
[CUSTOMER][NEGATIVE] Accidental injury.
[AGENT][NEUTRAL] Yes, sir. Um, did, did you receive this from us?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] You received this information from APL.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is that correct? OK. Is there, uh, a policy number or a certificate number on there?
[CUSTOMER][NEUTRAL] Uh there's a.
[CUSTOMER][NEUTRAL] Yeah, it's 0230177.
[CUSTOMER][NEUTRAL] That's the uh cancer specified uh disease.
[CUSTOMER][NEUTRAL] The Accidental injury is 0230.
[CUSTOMER][NEUTRAL] 5158
[AGENT][NEUTRAL] All right, thank you. I think I'm missing a number on that first one, but I can, let's see, let me pull up the second number and I can find all policies you have with us.
[AGENT][NEUTRAL] 02305158.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And, um, Mr. Check, can we verify your date of birth and address, please, sir?
[CUSTOMER][NEUTRAL] Uh, PO Box.
[CUSTOMER][NEUTRAL] Um, [PII] is my birthday, and my address is [PII].
[AGENT][NEUTRAL] Thank you. It looks like you're calling from the number we have on file, [PII].
[AGENT][NEUTRAL] And let me go back to the date of birth. OK, date of birth, we, we have [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. All right, and so you received this information from us in the mail and you're not sure why you received it?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I received it in the mail.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm not understanding the.
[CUSTOMER][NEUTRAL] Policy owners request two part coverage. What is that, you know,
[AGENT][NEUTRAL] Oh, OK. OK. What it is is your policies are no longer active with APL. Are you no longer with Skyland Co op?
[CUSTOMER][POSITIVE] Well, I'm still with Skyland. I still get everything through Skyland.
[CUSTOMER][NEGATIVE] But uh right now, I am not able to work for the doctor's orders.
[CUSTOMER][NEGATIVE] And I don't know how long that's gonna be before they turn me loose.
[AGENT][NEUTRAL] OK. Well, this is just giving you the opportunity to continue with coverage on your own.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEGATIVE] While you're, you know, not working.
[AGENT][NEUTRAL] So, um, you know, if you're wanting wanting to continue with your cancer and accident coverages, just complete the information and send it back to us.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know, otherwise there's nothing for you to do. If you're not wanting to keep it at this time, there's nothing for you to do. Um, now we only do sell to in uh to companies and their employees.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Question is, how much does it cost per month?
[AGENT][NEUTRAL] All right, let's take a look and see. OK, so the accident is $11.70 per month.
[CUSTOMER][NEUTRAL] How much is that one?
[AGENT][NEUTRAL] And that's the $11.70.
[AGENT][NEUTRAL] 11.70.
[CUSTOMER][NEUTRAL] $11.
[AGENT][NEUTRAL] Yes, and 70s, uh, 70 cents.
[CUSTOMER][NEUTRAL] $11.07 OK.
[AGENT][NEUTRAL] 70, 70 S E V E. OK can you spell it S E V E N T Y 770.
[AGENT][NEUTRAL] 11.
[CUSTOMER][NEUTRAL] 770.
[AGENT][NEUTRAL] No, no, let me start over. It's 11.70.
[AGENT][NEUTRAL] $11.70.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and your group.
[CUSTOMER][NEGATIVE] That's accidental.
[AGENT][NEUTRAL] That's an accident. Yes, sir.
[AGENT][NEUTRAL] And your cancer is $13.40.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it comes out to roughly, I think $25.10 a month.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me speak with my wife and see cause I'm also
[CUSTOMER][NEUTRAL] On my wife's insurance, her work insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And see what um.
[CUSTOMER][NEUTRAL] What else she thinks.
[CUSTOMER][NEUTRAL] I should do
[AGENT][NEUTRAL] OK, that's fine, Mr. [PII]. Uh that gives you like 30 days. It gives you a 30-day grace period there to take, you know, to decide what you wanna do. So if you decide you want to continue with it, just complete it and send it back to us. And if you decide that you do not want to, there's nothing more for you to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, will do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, anything else, sir, we can help you with?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh, nope, not right at the moment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, sir.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Right.