AccountId: 011433970860
ContactId: 3a0c576d-364b-4e17-ade9-b4bf4a13f122
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469059 ms
Total Talk Time (AGENT): 191118 ms
Total Talk Time (CUSTOMER): 164927 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/3a0c576d-364b-4e17-ade9-b4bf4a13f122_20250505T20:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Um, I was, this is [PII]. I was calling to get [PII], but your voice, your, your telephone system is not working. When you dial an extension, it just does the same recording over and over and over again, but, um, I was calling in reference to a refund check that we got for overpayment of premium.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with your refund check. Can you please give me your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] 00711221.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], I'll need for you to verify your benefits, I mean your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am. And then what is your address, phone number and email address that we have on the policy for you, ma'am?
[CUSTOMER][NEUTRAL] Um, [PII] and the email is [PII].
[AGENT][NEUTRAL] OK and then I see that the phone number that you gave me to call back on is that your cell phone number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am, that is my cell number.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, let me look at your policy real quick and see if there's any notes in here so that I can.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see why you got that.
[AGENT][NEUTRAL] From Miss [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright, I'm gonna see if I can find a check that was sent to you and the information that was sent to you so that I can give you a clear understanding of the refund.
[CUSTOMER][NEUTRAL] Well, the only thing the letter says, wait a minute, yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] In close find a refund check and the amount of 513 for overpayment of premium received on the above reference policy, um, and then on the uh and it thanks and then on the refund check it says.
[CUSTOMER][NEUTRAL] Refund of premium received on IC rider for over age spouse.
[CUSTOMER][NEUTRAL] What is the I see rider?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the intensive care writer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the intensive care writer on the policy. So after um.
[AGENT][NEUTRAL] The age of [PII], the intensive care writer drops on the person that turned [PII] and then if there was any premium paid, then we refund it back.
[AGENT][NEUTRAL] So that's your refund of unearned premium on um it looks like he's the one that turned [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My husband, yes, he, he turned [PII] last July, so it would be for every month since then, I guess.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] OK. All right. So.
[CUSTOMER][NEGATIVE] So the intensive care part is not good once you reach [PII].
[AGENT][NEUTRAL] Correct, on this, um, cancer policy. Yes, ma'am.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] And that that's on the intensive care writer now is there any limit on the regular part of the policy?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK, all right, um.
[CUSTOMER][NEUTRAL] Have they got a claim that process now? Can you tell I called the dermatology people and had them talk something the other day.
[AGENT][NEUTRAL] I can look.
[AGENT][NEUTRAL] Is it gonna be on yourself or is it gonna be on Mr. [PII]?
[CUSTOMER][NEUTRAL] Is it gonna be
[CUSTOMER][NEUTRAL] Um, I think it's on him.
[AGENT][NEUTRAL] OK, let me check and see real quick.
[AGENT][NEUTRAL] And when did you send the claim in?
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Can't remember
[CUSTOMER][NEUTRAL] I think it was Friday. I don't know if it was last Friday or the Friday before. I've forgotten.
[AGENT][NEUTRAL] And you just sent it in, did you send it by mail or the online service center?
[CUSTOMER][NEUTRAL] Um, but they probably would have, they were the billing office for the dermatologist, so the part I don't know the fax it in. I don't know how they send it in.
[AGENT][NEUTRAL] OK, OK, they may have sent it by fax or electronically but as of right now I don't see that we have received it.
[CUSTOMER][NEUTRAL] OK, right, OK, all right. OK, all right, well, thank you.
[AGENT][NEGATIVE] That, and that doesn't mean that it's, it, it could possibly be in the queue to be um worked, but I can't see that myself. But um as of right now, it has not been received.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. All right. Got it. OK. All right. Well, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's all, but how much was the premium on the intensive care rider?
[AGENT][NEUTRAL] Let me look real quick.
[CUSTOMER][NEUTRAL] This has been since last July.
[CUSTOMER][NEUTRAL] It's been 9 whole months.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Almost, almost 10 months.
[AGENT][NEUTRAL] Looks like it was $3.50. I can see if Ms. [PII] is available.
[AGENT][NEUTRAL] So that she can explain to you how she paid that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like for me to do that for you?
[CUSTOMER][NEUTRAL] That'd be fine. That $3 for his part of the intensive care rider or the whole intensive care rider?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it was $3.50 for both.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it would still be good on me until until I'm [PII], right?
[AGENT][NEUTRAL] And actually
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And I'm looking and Ms. [PII], Ms. [PII] is out of the office today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But she should be back in tomorrow if you wanted to try back tomorrow and just ask for [PII].
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you'd like to do that.
[CUSTOMER][NEUTRAL] OK, were there any other riders on that policy?
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Besides the intensive care.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] That was the only one.
[CUSTOMER][POSITIVE] OK. All right. OK. All right. Thank you very much. Have a good day.
[AGENT][POSITIVE] You're you're welcome Miss [PII]. You have a blessed week and thanks for calling APL.
[CUSTOMER][NEUTRAL] All right. Goodbye.