AccountId: 011433970860
ContactId: 36b11835-58e5-42cc-919c-4e3d9a98a5ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 574260 ms
Total Talk Time (AGENT): 228113 ms
Total Talk Time (CUSTOMER): 190539 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/36b11835-58e5-42cc-919c-4e3d9a98a5ce_20250313T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yeah, [PII], this is uh [PII] in [PII]. I just noticed that my premium has been $26.89 a month for years and then all of a sudden today I looked and it was $21.69 and I was just wondering why.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Mr. [PII], I can help you with your premium. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't think I have a policy number. The only thing I've got is.
[CUSTOMER][NEUTRAL] An insurance application.
[AGENT][NEUTRAL] OK, I can, um, look it up with your social security number if you'd like to give that to me and I'll pull your policy in.
[CUSTOMER][NEUTRAL] OK, yeah, that's uh.
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you. And then also for security reasons.
[AGENT][NEUTRAL] Can you please give me your address, phone number, and email address that we have on the policy for you, sir.
[CUSTOMER][NEUTRAL] OK, you were breaking up so I'm not sure I understood all of that. I think you said my address, which is [PII].
[CUSTOMER][NEUTRAL] And did you say my phone number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then one last verification, can you give me your email address?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you sir. I appreciate you verifying your uh your policy for me. Alright, let me look at it real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold me just a second while I pull it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what I'm going to do is I'm going to go ahead and transfer you over to customer service so that they can talk to you about your policy and let you know why that premium went down.
[CUSTOMER][NEUTRAL] OK, I have one other question for you too. I've had this policy since [PII] and I had um skin cancer surgery a month ago and I'm on Medicare and so I'm wondering, do I need this policy anymore?
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Do you pay for this policy anymore? Is that what you're asking? I'm sorry.
[AGENT][NEUTRAL] For and.
[CUSTOMER][NEGATIVE] Yeah, I pay for the policy every every month, but I'm not sure what the policy is doing for me.
[AGENT][NEUTRAL] OK, um, well.
[AGENT][NEUTRAL] Uh, if you had skin cancer and you had surgery on it, then you would need to file a claim in order for the.
[AGENT][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] Well, yeah, medi medic.
[AGENT][NEUTRAL] at any time as long as the policy is active.
[CUSTOMER][NEUTRAL] Yeah, well, well, Medicare pays for it, so that's why I was wondering, you know.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] You can still file it with us too as long as the policy is active.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] You don't have timely filing limit.
[CUSTOMER][NEGATIVE] You're breaking up so bad I don't know if it's my phone or your phone.
[AGENT][NEUTRAL] Oh God
[AGENT][NEUTRAL] I don't know if you can hear.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yeah, as long as your policy I, I can hear you so as long as your policy is active on the service, you can file a claim at any time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, but why would I file a claim if Medicare is paying for it?
[AGENT][NEUTRAL] So are you?
[AGENT][NEUTRAL] Wanting to cancel the policy because Medicare is taken care of now or you wanting to continue?
[CUSTOMER][NEUTRAL] No, I want to continue I guess but I'm not sure exactly what the policy is doing for me if Medicare is paying for it.
[AGENT][NEUTRAL] Right, well, you could still file a claim even Medicare paid for it.
[AGENT][NEUTRAL] You can still file a claim yourself with the information that you received from and see if there's anything else that can help pick.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, and it would, it would pay and then the Medicare would be reduced, is that how that goes?
[AGENT][NEUTRAL] I'm not sure um this policy stands alone it doesn't work with Medicaid or Medicare, it's a standalone policy so you're paying your monthly premium in case something like that ever happens.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] And I don't believe it's, I don't believe it's gonna coincide with Medicare that's gonna be completely separate from us.
[CUSTOMER][NEUTRAL] Yeah, that
[CUSTOMER][NEUTRAL] Oh, is it? OK. All right. Well, can, how do, how do I file a claim? Do I just go online and file a claim?
[CUSTOMER][NEUTRAL] Oh, I see claim status and claim.
[AGENT][POSITIVE] Yes, you can go in.
[AGENT][NEUTRAL] Yes, you through the online service center.
[CUSTOMER][NEUTRAL] Yeah, I see the claim forms, yeah.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, yeah, yeah, I've got it. I've got the service, OK.
[AGENT][NEUTRAL] The um first page.
[AGENT][NEUTRAL] The first page of the claim form gives you a little cheat sheet that you need to send in with the claim form.
[CUSTOMER][NEUTRAL] OK, a cheat sheet claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That very, very first page will tell you what you need.
[CUSTOMER][NEUTRAL] Oh where it says claims and forms.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright, yeah, if you would put me through to uh customer service so I can find out why my premium is less, which I you know, I've been paying on this since [PII] and this is the first time the premium has been less.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] I see that
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, I see that and we appreciate you being with us for so many years that's we, we thank you very much for being an APL customer as long as you have been.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, you're welcome, yeah, OK.
[AGENT][POSITIVE] And I'm gonna make
[AGENT][POSITIVE] I'm gonna make sure I get you some help, OK? It's gonna be a brief hold while I transfer you over.
[CUSTOMER][POSITIVE] OK, very good.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Right. Take care, Mr. [PII]. You're welcome.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. It's [PII]. I've got um Mr. [PII].
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] Hey, I'm good. I got Mr. [PII] 10 on the phone.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] His policy number is 97125.
[CUSTOMER][NEUTRAL] 95 what?
[CUSTOMER][NEGATIVE] You were cutting out.
[AGENT][NEUTRAL] 971-245. I know my phone. I got it. I think I'm gonna have to like restart my phone um [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, hold on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh, [PII] OK.
[AGENT][NEUTRAL] He is calling because his premium premium went down and he wants to know why.
[AGENT][POSITIVE] And he's calling the number that he's calling from is a good call back number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][POSITIVE] OK, thanks [PII], bye bye.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Uh, good afternoon, this is [PII] in customer services. How are you?