AccountId: 011433970860
ContactId: 26f12e3b-470f-4057-91ec-2c3b552ced68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 884239 ms
Total Talk Time (AGENT): 292224 ms
Total Talk Time (CUSTOMER): 388647 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/26f12e3b-470f-4057-91ec-2c3b552ced68_20250501T19:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] policy number 9A0111856.
[AGENT][NEUTRAL] OK, hold on one moment, let me get that pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Miss. [PII], how can I help you today?
[CUSTOMER][NEUTRAL] Yes, honey, uh, it's time for me to pay my yearly premium. My husband died last year, and I wondered if that would make a difference on my amount.
[AGENT][NEUTRAL] OK. Um, yes, I believe it should. Um, let me verify just a few pieces of information with you. What is your birth date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And then, OK, and then what is your telephone number?
[CUSTOMER][NEUTRAL] [PII] that's probably a new number for you.
[AGENT][NEUTRAL] You want me to change your number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] 53, yes.
[AGENT][NEUTRAL] And then have you sent in your husband's death certificate to us?
[CUSTOMER][POSITIVE] I hope I've got one left. I will.
[AGENT][NEUTRAL] OK, let me get you to hold on one moment.
[AGENT][NEUTRAL] OK, um, I'm gonna get you to our billing department, um, and they'll be able to like look at your bill and, um, what adjustments need to be made. Um, let me place you on a brief hold and I'm gonna get you to that department, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, this is [PII] in the care team, and I've got a member on the line. I'm not sure if I should start with you or start with customer service. So she's wanting to pay her invoice, but um,
[AGENT][NEUTRAL] Her husband passed away last year, and I know she's gonna send in the death certificate and I assume that's probably gonna make a difference on her premium, so.
[CUSTOMER][NEUTRAL] It will
[CUSTOMER][NEUTRAL] But let's see what we got and she's got her individual policy, is that correct?
[AGENT][NEUTRAL] Yeah, she's got a policy with her and her husband, but like I said, he passed away recently, so.
[AGENT][NEUTRAL] She said last year, I believe.
[CUSTOMER][NEUTRAL] OK, [PII], what, what is that um policy number?
[AGENT][NEUTRAL] Policy number 793993.
[CUSTOMER][NEUTRAL] 793993
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] Or uh [PII].
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] 00, ohern.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I butchered that big time.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm glad it was to you and not her.
[CUSTOMER][NEUTRAL] OK, so she is wanting to make a payment, but she said her husband passed away.
[AGENT][NEUTRAL] Yes, so I didn't know if I don't, I wasn't sure where to start on that, if we need to like get the death certificate first before we, but I don't want her policy to lapse, obviously, I'm sure she doesn't want that to happen.
[CUSTOMER][NEUTRAL] Her policy is not gonna lapse. It's not, I mean, because she's only due uh [PII], um, so she's got a 30 day grace period and um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um, I mean, if I take the payment it's gonna be for the whole amount.
[CUSTOMER][NEGATIVE] But if her husband passed away, I mean, a customer service would need.
[CUSTOMER][NEUTRAL] The death certificate, I know that, um.
[CUSTOMER][NEUTRAL] They would be able to figure out probably.
[CUSTOMER][NEUTRAL] Well, they would.
[CUSTOMER][NEUTRAL] What it would be for an individual coverage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But uh before they could change it, I'm sure they're gonna need the death certificate first.
[AGENT][NEUTRAL] OK, OK, so so.
[CUSTOMER][NEUTRAL] So I mean either way.
[AGENT][NEUTRAL] OK, so we needed in a certificate.
[CUSTOMER][NEUTRAL] Um, if she wants to.
[CUSTOMER][NEUTRAL] Right, but if she wants to pay the full amount.
[CUSTOMER][NEUTRAL] And us reimburse her.
[CUSTOMER][NEUTRAL] Or if she wants to wait and change the coverage, have it, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, I mean.
[CUSTOMER][POSITIVE] I can, I, I can talk to her. That's not a problem. I don't have a problem at all with that.
[AGENT][NEUTRAL] OK, I didn't yeah, I, I didn't clarify with her if she wanted to just go ahead and pay it or if she wants to wait because that does look like she pays annually it looks like.
[CUSTOMER][NEUTRAL] Um, if that's up to you.
[CUSTOMER][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] And probably could make a pretty decent difference um for someone if she's on income so um let me, let me get her back on the line and if she wants to make a payment I'll transfer over otherwise I'm gonna get her over to customer service, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, just let her know too that she does have a 30 day grace period that her policies, you know.
[AGENT][NEUTRAL] 8
[CUSTOMER][NEUTRAL] So she's not in, yeah, she's safe.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On that part.
[AGENT][POSITIVE] OK, perfect. All right. Thank you so much. I will let her know.
[CUSTOMER][NEUTRAL] OK [PII], is there anything else I can help you with on?
[AGENT][NEUTRAL] No, that's it.
[CUSTOMER][NEUTRAL] Alright dear, if she wants to make a payment just let us know.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sounds good thanks so much.
[CUSTOMER][POSITIVE] Uh-huh. Have a good day.
[AGENT][NEUTRAL] OK, Ms. [PII], I found out some information, so a couple of different options here. So your payment's due um today.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I can hardly hear you.
[AGENT][NEUTRAL] Oh, OK. Can you hear me now?
[CUSTOMER][NEUTRAL] No, let's say, let me try the other ear.
[CUSTOMER][NEUTRAL] OK, say something. Let me see if I can hear.
[AGENT][NEUTRAL] OK, can you
[AGENT][NEUTRAL] Can you hear me now?
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] OK, so there's a couple of different options we have. Um, your payment is due today, but there's a 30 day grace period, and then what date did your husband.
[CUSTOMER][NEUTRAL] It says the due dates [PII] on my bill.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], right. Um, so there is a 30 day grace period from that point, but what date did your husband pass?
[CUSTOMER][NEUTRAL] Last [PII], [PII].
[AGENT][NEUTRAL] OK. So what we need is the death certificate in order to adjust that premium, because we'll need to are you wanting to continue on with the coverage by yourself?
[CUSTOMER][NEUTRAL] I will, for myself. I've, I've not had any cancer, but I might.
[AGENT][NEUTRAL] OK. So, um, we'll need the death certificate in order to refigure your policy, you know, and come up with a new premium.
[AGENT][NEUTRAL] So, can you send that into us and then we can send you an adjust.
[CUSTOMER][NEUTRAL] If I can find one, I've had to use so many of them. I hope I've got one left. See, it's been 6 or 8 months.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that is something that we
[CUSTOMER][NEUTRAL] I'll send it today if I can find it.
[AGENT][NEUTRAL] OK. Um, do you want to go ahead and make a premium payment and then we would refund you the difference, or do you want to wait until you get that sent to us?
[AGENT][NEUTRAL] And then go from there.
[CUSTOMER][NEUTRAL] Well, will it be canceled if you don't get it by the [PII]?
[AGENT][NEUTRAL] No, there's a 30 day grace period, so you'd actually have to like June, yeah, yeah.
[CUSTOMER][NEUTRAL] From that time, OK.
[CUSTOMER][POSITIVE] OK, OK, OK, I'll see if I can find one or somebody in the family maybe it's got one left and we'll get it to you.
[AGENT][NEUTRAL] OK, get that too.
[CUSTOMER][NEUTRAL] Do you know about what it is what it'll be and I'll send you a check.
[AGENT][NEUTRAL] Um, I don't know what it will be. I can get you to our customer service department and they may be able to tell you, um, what the new premium would be. Would you like me to do that?
[CUSTOMER][NEUTRAL] Uh, yeah, if it's not too long to hold.
[AGENT][NEUTRAL] OK, um, OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], this is [PII] on the care team, and I've got a member on the line that her husband passed away last August, and um she's just now notifying us. I told her that we need the death certificate in order to come up with a new premium, but I didn't know if you could look at her policy and see what her individual premium might be.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm I can try, but I usually lock a policy up every time I do that. Um, right, what's your policy number, dear?
[AGENT][NEUTRAL] Uh, policy number 793.
[AGENT][NEUTRAL] 93.
[CUSTOMER][POSITIVE] Yeah, we, we definitely need her, her, uh, that, uh, the death certificate to remove the spouse first and remove him to, to, uh, go see what we owe a refund, you know, so yeah, we gotta have it for that uh because she'll have a oh bless her, she's [PII], so she is wanting, oh my gosh, the QPHI.
[CUSTOMER][NEUTRAL] She pays $1,569 every OK $13078 amount that sounds a little better.
[CUSTOMER][NEUTRAL] Oh, I thought she's paying 1000 something a month. Let's see, yeah. Are you want me to talk with her dear? You want to put her through to me?
[AGENT][NEUTRAL] Uh, it looks like she just hung up. um, for the notes though, do you have a roundabout figure I could put in there or do we wanna just wait for her to call back?
[CUSTOMER][NEUTRAL] Well, did you give her the address to send this to?
[AGENT][NEUTRAL] No, she didn't um
[CUSTOMER][NEUTRAL] It then
[AGENT][NEUTRAL] No, I didn't give her the address, but I mean she has our paperwork, so hopefully she'll.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] Get it to the right.
[CUSTOMER][NEGATIVE] Uh, I'm trying to see if I can make this, Lord God, don't let me lock this mess this file sale up like I normally do.
[CUSTOMER][NEGATIVE] Uh, um, oh God, it didn't pull in the individual premium.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEGATIVE] It did not pull in an individual rate when I turned the spouse.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Hold on a second, let's see.
[CUSTOMER][NEUTRAL] Where is that?
[CUSTOMER][NEUTRAL] I keep savings there we go age. I don't see if the C442 is supposed to turn to a certain age. Maybe that's why it's not pulling anything in.
[CUSTOMER][NEUTRAL] That's the case we go over all kinds of money probably.
[CUSTOMER][NEUTRAL] OK, well I just don't see it but
[CUSTOMER][NEGATIVE] I don't know why it didn't pull in the individual rate.
[AGENT][NEUTRAL] Huh, that's weird.
[CUSTOMER][NEUTRAL] Uh for individual.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, it's not giving me a You are on hold.
[AGENT][POSITIVE] Oh, I'm so sorry. Are you there?
[CUSTOMER][NEGATIVE] No, this is not, yes honey, I'm here. It's not giving me a rate at all. It's pulling 04, yes, it's very weird. Like I said, I always, it's like I always screw something up when I try to do this. I need to make sure to pull her rate back in.
[AGENT][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, well,
[CUSTOMER][POSITIVE] It did. 156. OK, yeah, thank you, thank you.
[CUSTOMER][NEUTRAL] So didn't let me do um mm.
[CUSTOMER][NEUTRAL] Yeah, it, I may have to see if get somebody else to look at it with me.
[CUSTOMER][NEUTRAL] If they can get it to pull in alright.
[AGENT][NEUTRAL] Yeah, she did have our she had our current invoice so I know she must have her address because she said her payment was due [PII]/16. I did explain to her there's a 30 day grace period, um, and then to be sure and get in the death certificate because we can't adjust anything until we have that, so.
[CUSTOMER][NEUTRAL] Right, um, you know, plus her refund, she won't start, you know, she may not realize she gets a re, she'll, it needs to be received for a possible refund. Let me put it that way.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] So yeah, so she needs to get that into us so that can be changed and everything will be changed, but she calls back. I may call [PII] or one of them over there in customer service and see if they can help me through this policy, see what I'm doing wrong to make an individual premium fully.
[AGENT][POSITIVE] OK. Well, thank you for your help. I appreciate you.
[CUSTOMER][NEUTRAL] It's sure not pull in.
[CUSTOMER][POSITIVE] Yeah, well, I didn't know, but you're welcome, dear.
[AGENT][POSITIVE] Right. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too, [PII]. Bye-bye.
[AGENT][NEUTRAL] All right, bye.