AccountId: 011433970860
ContactId: 23358e6e-4bba-4be5-83fa-a2c231eed830
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 979520 ms
Total Talk Time (AGENT): 476115 ms
Total Talk Time (CUSTOMER): 348632 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/23358e6e-4bba-4be5-83fa-a2c231eed830_20250204T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling on behalf of my grandfather about his policy. Um, my grandmother passed away in November and I had called to, um, notify you all of that, but his premium has only changed by a few dollars after removing her. So we needed to check on um what the new premium should be if that got changed, um, and then go from there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, yes.
[AGENT][POSITIVE] Absolutely I'll check all of that, make sure that that's all accurate um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And you did just say this was for your grandfather's policy?
[CUSTOMER][POSITIVE] Yes, and I'm here with him.
[AGENT][NEUTRAL] OK, what was his name, please?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] Last name is [PII]. I have a policy number here, but they were struggling to pull it up by that.
[AGENT][NEUTRAL] Oh, OK, um, let's see, really quick first if you don't mind, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you um go ahead and give me what you've got and I'll try to search for it, um, with your policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK 9 A as in apple 0144962
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Give me just a moment. That's just typically the old policy number. Um, there might be a newer one, and I can give that to you, but um I should be able to find it this way. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's the most recent from [PII] that I see in all of this, so.
[AGENT][NEUTRAL] There we go, OK.
[AGENT][NEUTRAL] me just a moment, let me get that new one.
[AGENT][NEUTRAL] OK, and you did say [PII] was there with you?
[CUSTOMER][NEUTRAL] Yes, he is.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Uh, just one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, I've got you on speaker now.
[AGENT][NEUTRAL] OK, hi [PII] how are you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII] is my granddaughter.
[AGENT][NEUTRAL] OK, um, I was just gonna verify some of your information really quick, [PII], um, and then you can hand me right back to her, um, can I get your date of birth please?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Your address. [PII].
[AGENT][NEUTRAL] Perfect thank you. Uh, last thing I need is the email address we've got on file um I think it's actually yours, [PII] it's a [PII] account.
[CUSTOMER][NEUTRAL] It is, yeah, I am developing [PII].
[AGENT][NEUTRAL] OK, thank you. And then [PII], do we have your permission to speak with [PII] on your behalf?
[CUSTOMER][NEUTRAL] He wants to.
[AGENT][POSITIVE] OK, appreciate it. Thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alrighty, so before we go any further, [PII], I'm going to go ahead and give you, it might just be easier for the future, um, I'm going to give you the new policy number um it is the same policy just to alleviate any confusion I think just because it is a bit of an older policy they did have to kind of migrate it to our more modern systems so they gave it this different number um so let me know when you're ready for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] What kind of what the premium is on each one. OK, you can go ahead.
[AGENT][NEUTRAL] Sure it is 93.
[AGENT][NEUTRAL] 977.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All [PII]. And first, I'm going to, OK, so he actually has 2 policies with us. So he does have the cancer policy and an intensive care policy.
[AGENT][NEUTRAL] So let me verify those both of them really quick.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, for the cancer, I do have the coverage type it's accurate, that premium is $61.30.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the intensive care. Give me just a moment. Let me make sure that's accurate as well. Now, that one is still showing.
[AGENT][NEUTRAL] Family, I think, but he is the only one listed um bear with me just a moment if you don't mind if you need I'm gonna put you on a brief hold and I'm going to reach out to our customer service department so they can just kind of take a look and make sure that this is accurate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, when I looked, um, because I set it up online in the portal to do like a claim and stuff, um, it showed that my nanny did not have the ICU that [PII] was the only one that had the ICU at the time. So, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] Right. Yes, I don't see her at all, even her being removed, but it's to me, of course, I don't work in that department, but it does look like the coverage type of family for this one. So again, we're just gonna make sure that that's accurate. um, so I'm just gonna put you on that hold. I'll get right back with you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. 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 are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing all right, thank you. Um, I've got a member on the line who has two policies with us, uh, recently removed a spouse. They wanted to make sure that their premiums were accurate, um, as far as individual versus family. So the cancer policy does look accurate to me. Um, the other one is in, uh, intensive care, and it does still say coverage type F. That is family, right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] OK, I don't even see her listed on there to begin with though, so does that need to be updated?
[CUSTOMER][NEUTRAL] Yeah, probably. What's that policy number?
[AGENT][NEUTRAL] This one is 62693.
[CUSTOMER][NEUTRAL] 16 let me see another screen up here.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let me see what I did on the other one.
[CUSTOMER][NEUTRAL] Change benefits of the updates um.
[CUSTOMER][NEGATIVE] I can figure out right I'm pended for clients try again.
[CUSTOMER][NEUTRAL] A policy for claims through OK pending policy for research on rates working.
[CUSTOMER][NEUTRAL] Death certificate she the the one that uh did this probably didn't realize that they had two policies because when we get emails and requests and everything they just put one policy number in there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] But yeah she just send a help request and they'll they'll get that taken care of real quick.
[AGENT][NEUTRAL] OK, is there any way you can tell me um what that premium would be individually so I can kinda let them know?
[CUSTOMER][POSITIVE] Absolutely, let's see.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Go right past the benefit screen. Go ahead.
[CUSTOMER][NEUTRAL] 650.
[CUSTOMER][NEUTRAL] See other screen here.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] CCC 3.
[CUSTOMER][NEUTRAL] What that issue is that [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] And it's just on like draft.
[CUSTOMER][NEUTRAL] each one.
[CUSTOMER][NEUTRAL] 450.
[CUSTOMER][NEUTRAL] Uh, it'll be $9.
[AGENT][NEGATIVE] Not even, OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, thank you. And so I just need to submit a hub request to customer service just to have this the coverage type edited.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] OK got it alright well I appreciate your help thank you.
[CUSTOMER][POSITIVE] All right thank you [PII] have a good day.
[AGENT][NEUTRAL] Alright, bye. You too. Bye bye.
[CUSTOMER][NEUTRAL] Mhm. Bye.
[AGENT][POSITIVE] All right, [PII], I'm so sorry about that wait. Are you still with me?
[CUSTOMER][NEUTRAL] That's OK, yes I am.
[AGENT][NEUTRAL] OK, alrighty, so yes, um, the cancer policy is accurate. What we think happened was when we got that death certificate, um, they didn't realize that there were two policies, um, might have been because only one policy number was referenced, so we will get this changed, um, they're getting it changed currently, but, um, so at the moment, the premium is $18 a month. So once this is all uh corrected for the intensive care will be $9 a month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, um, we're struggling a little bit to understand because previously with my nanny on there, he was paying a total of 80 to $90 a month. And now it, for both, yeah, with her um on both things. And now it, it only dropped $3 having removed her. So can you help me understand like she's come off? Yeah, yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] For both policies.
[AGENT][NEUTRAL] For the cancer, you mean? I'm sorry.
[CUSTOMER][NEUTRAL] Can you help, help me understand, and well, he was paying 802 90 total. So that would have been the cancer and ICU together, but as family policies, so
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It doesn't sound like there's much difference in the premium at all between him as a single person and the family.
[AGENT][NEUTRAL] Sure, OK, let me take a look. I'm gonna hop back over to it really does depend, [PII], um, and that's not unfortunately my area of expertise, um, so let me get this quickly pulled up here. I'm gonna do some.
[CUSTOMER][NEUTRAL] Policy, is that correct?
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Math, because of course, I do see that intensive care was halved, um, so going from 18 to 9. So let me try.
[CUSTOMER][NEUTRAL] And like the last
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1630, or excuse me, 6130.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so yeah.
[CUSTOMER][NEUTRAL] The last letter that they got from '07, it was, sorry, in '07 was the last notice they got of a new rate that they've got any record of here. Um, and that was at $48. So I, it very, I mean, obviously, that's been 18 years ago now, so may very well be that, but just trying to understand.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course, absolutely. So I did just kind of do that math and yeah it does look like almost exactly $3 is what that difference was initially. So yeah, you're right that cancer policy only dropped a few dollars so um I would like to get this correct information for you [PII]. I'm sorry I would have to put you back on that hold to reach out to our customer service again um if they can kind of shed some light on this, obviously I want y'all to have that correct information and so you guys can make.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know, informed decisions as to what you wanna do going forward, um, so if you don't mind, uh huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, and
[CUSTOMER][NEUTRAL] Honestly, if you can see, so you can see before it was right around $64 for the cancer policy with my nanny on there.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I can't see that. I'm going off of what you said. If you said it was, you know, 8290 for both, um, then that makes sense, you know, that would absolutely make sense. It was only a few bucks, um, so yes, if you don't mind, I appreciate your patience. I do want to get this accurate information for you, um, but I'm gonna put you back on that hold, um, so I can get that for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright thank you one moment. Oh, before I do, um, there was one another thing I wanted to uh let you know [PII], um, just in case if there's ever a time where you need to call us for information and [PII] may not be available, um, I would highly recommend if you haven't already, uh, filling out a, it's called a third party authorization form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Essentially what it is is it gives you permission to speak with us on [PII]'s behalf without us having to get [PII]'s verbal consent. Did you want me to send that to you? Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, they had given me, you can, they had given me an email address. I've got his power of attorney and so they've given me an email address to send that to, um, but I just I haven't got it yet, yeah.
[AGENT][POSITIVE] Oh, even better. OK, that's even better. OK.
[AGENT][NEUTRAL] No worries, just wanted to going forward. I just wanna let everybody know that. OK, so, uh, give me one moment I'm just gonna put you on that hold. I'll get back as quick as I can, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[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 today?
[CUSTOMER][POSITIVE] Doing good.
[AGENT][POSITIVE] Glad to hear it. Um, I've got a member on the line, um, actually just got off with [PII], but they have more questions. Um, so they, I'm speaking with um the insured's granddaughter, um, he is there and present.
[AGENT][NEUTRAL] I said he had two policies with us, um, one had his spouse. She was removed, that one is accurate. The premium has been updated to individual. The other one has not, but I did speak with [PII] about it. So what they're saying now though is that they believe that the.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Premium for the cancer policy should have gone down significantly lower than it did. They're saying that it's only gone down a few dollars, um, from the family to the individual, so uh they, they just want some further information, I think, um, if you wouldn't mind helping them with that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, sure. Uh, what is the policy number?
[AGENT][NEUTRAL] So, uh, there's two. I'll give you the cancer one that one is 93977.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 939977.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Is it for [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], yeah, um, yes, and we are speaking with his granddaughter [PII], um, he is present. I was able to verify his information and get permission to speak with her.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright and give me just a second so I can pull up the for this policy.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] All right, I got it.
[CUSTOMER][POSITIVE] All right, I got it.
[AGENT][NEUTRAL] OK, are you ready to speak with them?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright thanks [PII] I appreciate it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Bye.