AccountId: 011433970860
ContactId: 3112db8f-71f2-4d47-8429-079e25cd1ea8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1133520 ms
Total Talk Time (AGENT): 594562 ms
Total Talk Time (CUSTOMER): 440760 ms
Interruptions: 12
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/3112db8f-71f2-4d47-8429-079e25cd1ea8_20250602T22:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling IPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII]. It's [PII]. How are you doing?
[AGENT][NEUTRAL] Hi [PII], I'm fine.
[CUSTOMER][NEUTRAL] OK, good deal. Um, I have an insured's wife on the phone. She is on the policy and I did speak with him to get permission, but she's inquiring about their premium. She said that first they were paying 40,620, now it's 390, and she wanted to know what was the difference, because she did send a payment out recently in the amount of 390.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Give me just a second. What's the policy number?
[CUSTOMER][NEUTRAL] 924779
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Is her name?
[CUSTOMER][NEUTRAL] Mhm. [PII], yes ma'am.
[AGENT][NEUTRAL] OK, she said she was paying 40,620?
[CUSTOMER][NEUTRAL] She said she was paying for, yeah, and she said when she I guess filled out the invoice and then send the check, uh, she saw that it was 390. She just wanted to know why the difference.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, it is 390.
[AGENT][NEUTRAL] OK, I'll talk to her.
[CUSTOMER][NEUTRAL] Yeah, but she thought it was more.
[AGENT][NEUTRAL] No, it's not. I'll talk to her. OK, thank you, [PII]. OK, bye bye.
[CUSTOMER][POSITIVE] Alright well I appreciate you.
[CUSTOMER][POSITIVE] Awesome, thank you, ma'am.
[CUSTOMER][POSITIVE] All right have a great one bye.
[AGENT][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service.
[CUSTOMER][NEUTRAL] Oh shoot, [PII], hold on, I forgot to hit the button. Hold on one second. OK, thank you, bye.
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hello, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, this is [PII] in customer service. How are you doing this afternoon?
[CUSTOMER][NEUTRAL] Just fine. Did you say [PII]?
[AGENT][NEUTRAL] It's [PII]. Yes, ma'am. It is.
[CUSTOMER][NEUTRAL] Oh, [PII]. Oh, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. [PII]
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Yes, ma'am. Um, so.
[CUSTOMER][NEUTRAL] So did the other woman tell you what I was uh asking?
[AGENT][NEUTRAL] Yes, ma'am. She did. Um, she stated that uh the premium.
[AGENT][NEUTRAL] You have been paying was 40,620 and we're billing 390.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's, that's what the bill said this month when we got it.
[AGENT][NEUTRAL] Yes ma'am, I, I see that let me.
[CUSTOMER][NEGATIVE] And I didn't, I didn't think anything about it and I went ahead and paid it and put it, and it went in the mail and
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And then last night I was sleeping and I don't know, all of a sudden it clicked in my head. That wasn't the right amount.
[AGENT][NEUTRAL] Yeah, OK, I see that it did um change but let me see if I can figure out why so I can help you with it. Give me just a moment let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you're welcome. Let's see if somebody's made a change to it.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So that's
[CUSTOMER][NEUTRAL] I feel like.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK, so what happened was, um, looks like on [PII], 1 of our um colleagues was working on the policy.
[AGENT][NEUTRAL] And she discovered that a rider had lapsed in [PII], but the premium did not get dropped. A rider on your policy had had termed, but it was still charging you that premium for that rider, so she fixed it.
[CUSTOMER][NEUTRAL] That a what headlamp?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK. And it, and it lampsed when?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The policy didn't lapse. The rider, it was a special rider on the policy that lapsed back in [PII], but you were still being charged for the um
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The rider premium.
[AGENT][NEUTRAL] Um, it was the intensive care writer. Yes, ma'am. So,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Intensive care.
[AGENT][NEUTRAL] Yeah, it was an intensive care writer that was supposed to have termed in [PII] but you were still getting charged for that writer so she fixed the premium um she should be sending out a refund check on that. I will have to get with her about that to see if she sent that out.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] You should be getting a refund on that.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] If we were paying, if we were paying the full amount anyway, why would the rider have lapsed?
[AGENT][NEUTRAL] OK, because the rider, there, there were certain riders on your policy when you turned a certain age that that term.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Um, that particular writer did term.
[AGENT][NEUTRAL] It was supposed to term in [PII] but it was still it was still charging you for it for some reason.
[CUSTOMER][NEUTRAL] OK, so I should look at the policy.
[AGENT][NEUTRAL] Your whole policy did not lapse just the just the intensive care writer that you had because it it ages out.
[AGENT][NEUTRAL] At a certain age, when you turn a certain age, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I should be able to pull that that policy and double check that just.
[CUSTOMER][POSITIVE] It just sounds kind of wishy-washy funny, you know, so.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes ma'am, I understand. Let me pull the policy up real quick, OK? Let me see if I can see what's going on with it. Hold on just a moment.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If my computer will.
[AGENT][NEUTRAL] Go a little bit quicker here.
[AGENT][NEUTRAL] It's tired, it's ready to, ready to log off for the day. OK.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] All right, here's the policy certificate.
[CUSTOMER][NEUTRAL] It is after [PII], isn't it? I didn't even realize that.
[AGENT][NEUTRAL] Yes, ma'am. It's 5:20, but I stay till [PII]. Yes, ma'am, it is.
[AGENT][POSITIVE] I'm a light one today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sometimes that happens, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh let's see.
[CUSTOMER][NEUTRAL] Been there, done that.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, there's this.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sometimes you have to just read down through here.
[AGENT][NEUTRAL] Looks like I sent y'all a new policy out. Did y'all ever received your policy?
[CUSTOMER][NEUTRAL] Recently,
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I haven't seen one. Let me ask [PII]. Did, did you see a policy recently from American Public where they sent us a new one out? Uh, no, OK, no, he hasn't, and I haven't.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Well we send it on the [PII]. I'll see if I can get you another one put in the mail.
[CUSTOMER][NEUTRAL] For [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII] of this year.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEGATIVE] That's bizarre.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And did it go to our PO box?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, it went to whatever is in here. Let's see.
[CUSTOMER][NEUTRAL] So that's where our bills come.
[AGENT][NEUTRAL] It went to [PII].
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. I see it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] I'm trying to find that writer in here and see what it says.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So since it aged out then uh y'all printed a new.
[CUSTOMER][NEUTRAL] Uh, policy that didn't show it with that, that rider in it any longer.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there was something else in here too.
[AGENT][NEUTRAL] 2 hold on let me.
[AGENT][NEUTRAL] I'm trying to find.
[AGENT][NEUTRAL] Out about the intensive care.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Cause that's what came off.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Man, this is a big policy right here now.
[AGENT][NEUTRAL] It's got a lot of pages to it.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] I remember when it's been quite a few years back, we, we couldn't find ours and we
[CUSTOMER][NEUTRAL] It's been a long time ago that my husband even took it out and so he can explain to me what, what the policy was and
[CUSTOMER][NEUTRAL] And so, and then he started having a lot of medical things. And I was like, well, maybe this knee replacement and hip replacement, and uh pacemaker and maybe some all of these, we should have just also turned in to this some insurance company too, you know, besides Medicare and our secondary. And uh so,
[AGENT][NEUTRAL] Well, this is a um
[AGENT][NEUTRAL] Yeah, this is a cancer policy.
[CUSTOMER][NEUTRAL] Oh, but
[CUSTOMER][NEUTRAL] Yeah, he called and that's what they told him that it was strictly cancer. And, um, and we couldn't find it, so we had them send us a copy and that's been.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I couldn't even tell you when, years, years ago.
[AGENT][NEUTRAL] Yeah, they, and they did send it but y'all didn't get it uh huh, yeah.
[CUSTOMER][NEUTRAL] No, this was years ago. No, this is not this April. Yeah, this has been years ago.
[AGENT][NEUTRAL] Oh, really?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK, I'm still trying to find the intensive care part.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bear with me a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Because it's supposed to be on this policy.
[AGENT][NEUTRAL] Unless it's on.
[CUSTOMER][NEUTRAL] I assume you mail them out and, you know, in the bigger envelopes, right? Cause I know when we got that one.
[AGENT][NEUTRAL] Yes, ma'am, we do. Uh-huh.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Um, within a larger envelope, and that's been said. Gosh, it may have been 5 years ago or so. I don't remember how long ago it was that we
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ask for a copy of it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Well, we're just wasting the rest of your time. So see you, you won't even have to get in anything big before you leave.
[AGENT][NEUTRAL] Well, no, ma'am. I wanna.
[AGENT][NEUTRAL] Well, it's OK. I just, I was trying to find it and I can't find where it's at on here, um, but there is another policy certificate from back in [PII]. Let me look at it real quick.
[CUSTOMER][NEUTRAL] Because I put this.
[AGENT][NEUTRAL] I see I see it on it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because they might have just took it off of that new newer policy since it wasn't supposed to be on there anymore, that's what I'm thinking they've done, so.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I'm sorry. It's, I didn't even think about that.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna get with memory tomorrow morning.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I believe y'all need to have a refund. I'm not and not for sure if she's seen it, um.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEGATIVE] But I would, I would assume she has on that premium that y'all paid for, you know, that wasn't any good anymore.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It wouldn't have been tons of money, but.
[AGENT][POSITIVE] But we do know the 390 is correct ma'am mhm.
[AGENT][NEUTRAL] OK, so there's the intensive care writer right there, OK.
[AGENT][NEUTRAL] Now I see it on this old policy, but let me read and see what it says about it coming off. I know there's a clause in here somewhere.
[AGENT][NEUTRAL] Got to be in here.
[CUSTOMER][NEUTRAL] fine.
[CUSTOMER][NEUTRAL] There's different ones.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][POSITIVE] That you know you you cross ran ran well.
[CUSTOMER][NEUTRAL] The bill that is that we go and there's a
[CUSTOMER][NEUTRAL] So senior citizens.
[CUSTOMER][NEUTRAL] Yes, it's a
[CUSTOMER][NEUTRAL] It used to be, but.
[CUSTOMER][NEUTRAL] That that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] OK that's fine.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] No, it's OK. Don't worry about it.
[AGENT][NEUTRAL] It's such a lot, yeah, it's a, it's got few pages on it.
[AGENT][NEUTRAL] OK, let's see, hospital attending, private nurse.
[AGENT][NEUTRAL] Ambulance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's only a difference of 1620 times, what, 4 times, however many years. I mean, it's not like we're missing a million dollars or anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, that's, yes, ma'am, but
[CUSTOMER][NEUTRAL] I was, what I was concerned about was that I wasn't paying y'all enough and somehow, you know, our policy got mixed with somebody else's and, and I needed to get you sent another $16 you know. Um, and so that's why I was calling on it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Uh-huh. Yes, ma'am. I'm glad you noticed that. OK. So, it looks like the router may be renewed. OK, so this is what it says about the intensive care writer. I finally found it.
[AGENT][NEUTRAL] OK, on page 23.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The rider may be renewed under the policy anniversary following your [PII] birthday. So when Mr. when your husband [PII],
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEGATIVE] Um, the anniversary following his [PII] birthday, it should have came off.
[AGENT][NEUTRAL] Um, so, at [PII] old.
[CUSTOMER][NEUTRAL] But it would seem like y'all would have called and said, said, do you wanna keep it?
[AGENT][NEGATIVE] Well, you don't have a choice to keep, you can keep the policy itself, but this is just an intensive care writer that was bought when you bought the policy, it expired, just that part of it, not the whole policy.
[AGENT][NEUTRAL] So that we're not allowed to let you keep it.
[CUSTOMER][NEUTRAL] Oh, I thought the way you read it, it's, it's.
[CUSTOMER][NEUTRAL] I thought the way you read it, it sounded like it, it would expire when he turned [PII], but that he could renew it. And I, I guess I'm
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] I didn't hear you correctly.
[AGENT][NEUTRAL] Yeah, ma'am.
[AGENT][NEUTRAL] No, ma'am, it says the rider may be renewed until the policy anniversary following your [PII] birthday. So up to age [PII], up to age [PII], it can be renewed every year. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK OK.
[AGENT][NEUTRAL] That's what that means. Mhm, mhm. But um, I'm gonna go ahead and send memory a message and ask her to remail that policy out to you.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, thank you. And her name's [PII]?
[AGENT][POSITIVE] And you're welcome. Her name is [PII] and I'm gonna get with her and send her a message and ask her about the refund as well, OK?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, well, is there anything else I can help you with? [PII]?
[CUSTOMER][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] No, I, I don't think so, but what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Oh, that, I already wrote that down, never mind.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] My brain's not working. I guess it turned off at [PII].
[AGENT][NEUTRAL] It's OK.
[AGENT][POSITIVE] It's OK. It's, it's [PII] somewhere, uh, everything turns off at [PII], but we, we got through it and we're fine and we've figured out the mystery now. So mystery solved.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Well, I sure appreciate you digging for it. It sounds like you would grow crazy digging for it, but anyway.
[AGENT][POSITIVE] You're welcome. No problem.
[AGENT][POSITIVE] Oh, it's OK, yeah, it's just these policies got so much information in them and, and then when you got somebody waiting on the phone, it's like, I don't want to keep you waiting forever either, you know, so, um, but it was a pleasure talking to you today, Ms. [PII]. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] You too, [PII], and you have a great rest of your week, OK?
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] You too. Thank you. All right. Bye-bye. OK, bye-bye.
[CUSTOMER][NEUTRAL] OK. Bye-bye.