AccountId: 011433970860
ContactId: 3d15db57-3b9d-4105-88af-e188f9ae3f20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 838580 ms
Total Talk Time (AGENT): 405936 ms
Total Talk Time (CUSTOMER): 374473 ms
Interruptions: 11
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/3d15db57-3b9d-4105-88af-e188f9ae3f20_20250402T22:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yeah, this is [PII] and I have um coverage with you all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, cancer coverage.
[CUSTOMER][NEUTRAL] A cancer policy and I'm trying to find out if, if you have the wellness benefit where reimbursement or when you have the um.
[CUSTOMER][NEUTRAL] have a screening for cancer that you get reimbursed for it by the company?
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Yeah, yeah, we can get that policy pulled up and see if he's got that wellness benefit. I'm so sorry it kind of cut out there at the beginning. What was your name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 654 9
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Um, not right in this room, but I can go look and see if it's in the other room.
[AGENT][NEUTRAL] Sure, if it's easier I can also start using your social.
[CUSTOMER][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I do believe I found you. I'm just gonna verify some information really quick. Uh, [PII], can I get a good call, um, I'm so sorry, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh, I just found my policy.
[AGENT][POSITIVE] Oh, that's OK. I do have it too as well. That's OK. Um, appreciate it though. Alrighty, bear with me just a moment. I'm gonna try to get this pulled up and check those benefits for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK. So it does not appear that this policy does have that benefit. Um, this one has uh daily hospital benefits for, you know, hospital stays and then benefits for uh radiation and chemotherapy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'm trying to, um, I have two cancel policies and I was just trying to see which one I need to keep and which one I need to cancel.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sure, um, and of course this one is a bit older, um, but that does, those are the only benefits that I see are essentially hospital confinements, um, so you know, so many days that you have, we have to be, uh, hospitalized and then benefits for uh radiation and chemo.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well, if I want to cancel so I won't have to cancel policies, the other one I do know will reimburse me for my um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] If I have a, you know, a screening.
[AGENT][POSITIVE] Yes, uh, wellness benefit, yes.
[CUSTOMER][NEUTRAL] A wellness screening.
[CUSTOMER][NEUTRAL] And they'll do it once, once a year.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, do you have something like that or do I need to just cancel and keep the other one?
[AGENT][NEUTRAL] So we, a lot of our newer policies do offer those kinds of coverages however, with our company we don't offer individual policies outside of employers, um, so if you're, are you still with, oh well you're not, I don't know, are you still with Monroe City Schools?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I am, but I'm retiring in May. That's why I was looking at my, yeah, trying to go through and see what do I, what have I over I did over over covered. I had two cancel policies and didn't even realize it.
[AGENT][NEUTRAL] I see, OK.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, exactly.
[AGENT][POSITIVE] Right, right, and then of course what best fits your needs.
[AGENT][NEUTRAL] Well I would get with them if you haven't already um just to see what all they do offer all of our policies are going to be strictly through employers so we couldn't just offer individual policies unfortunately so I would get with your employer to see if you know all the things that they have to offer and then of course I don't know.
[CUSTOMER][NEUTRAL] Yes. I don't know what I was doing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I can't speak for other carriers, but we do always have that option of keeping policies outside of your employer as well um so that is something to consider as well. I would make sure that you're able to do that with the other cancer policy um but yeah if you need any other information. OK, awesome yes I mean if you you know it's not something anyone ever anticipates having cancer but that wellness benefit is pretty nice.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, I can, I can keep it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Which one? The one.
[AGENT][POSITIVE] The the wellness benefit like having that of course so you know you're actually getting a benefit without having cancer.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEGATIVE] Yeah, I know it is. Well, what I'm gonna do if I need to cancel with American Public Life because I certainly don't need both.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If I um cancel with you guys, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How would I go about doing that? What's the first step and how do I get to do that?
[AGENT][NEUTRAL] Oh, I mean, I, you just call the same number we can do it for you pretty quickly um you know you could tell us the date if there's a specific date, um, you know, if you wanted it immediately we would go ahead and get it terminated and then send you a letter confirming that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] It's very easy.
[CUSTOMER][NEGATIVE] OK, well I'm gonna go on and cancel it.
[AGENT][NEUTRAL] You want me to go ahead and do that now?
[CUSTOMER][NEUTRAL] I'm gonna go ahead and cancel, yes ma'am, because I don't, I, I, I don't know. I think it has already come out for April, but it was at least I it won't be coming out for May.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, yes, yes, yeah.
[CUSTOMER][POSITIVE] And I will, yeah, and I'll have that taken care of.
[AGENT][NEUTRAL] Right, it is paid until, uh, yeah, yeah, you're right, OK, so I will go ahead and get this canceled for you um let's see is that letter is still the [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So if it's, if I'm covered up.
[AGENT][NEUTRAL] Yes, sorry.
[CUSTOMER][NEUTRAL] Yeah if I'm covered all the way up until the end of this month.
[CUSTOMER][NEUTRAL] Is that what my payment did or I can be reimbursed for my April payment?
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] So I am showing that the policy is currently paid until [PII].
[AGENT][NEUTRAL] So it's possible we've not yet received that payment um if in that case of course you would get that right back um but yeah that's what I'm showing as of this moment.
[CUSTOMER][NEUTRAL] Oh OK so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's paid up until [PII] so I can make it effective today.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK, and I saw on my bank account that it has already come out so.
[AGENT][NEUTRAL] When did it come out?
[CUSTOMER][NEUTRAL] So if I
[CUSTOMER][NEUTRAL] Let me look out, let me, let me look. I'm on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, I can pull up my, uh, bank statements.
[CUSTOMER][NEUTRAL] And pull it, let's see.
[CUSTOMER][NEUTRAL] If it won't make me jump through hoops and it'll just do the face ID like it normally does.
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] Unless you're in a hurry and then of course you've got to do some verification.
[AGENT][NEUTRAL] Uh, yeah, yeah, then it doesn't recognize your face for some reason.
[CUSTOMER][POSITIVE] Yes, that's how it does when you're in a hurry. Yes, it's doing it, it's safe.
[AGENT][NEGATIVE] Oh, that's the worst. Yes, and then it goes back and forth like it keeps trying and I'm like, just let me put in my passcode, OK.
[CUSTOMER][NEUTRAL] I know, I'll just put in my password. Gosh, I thought it was supposed to be convenient.
[AGENT][POSITIVE] Every other time though, it works like a breeze, doesn't it?
[CUSTOMER][NEUTRAL] Yes, it works when it wants to, when it works. OK, let's see, um.
[AGENT][NEUTRAL] Yes, when there's no pressure.
[CUSTOMER][NEUTRAL] Right, right. OK, I got it. It's pulling up, opening. OK, so American National, Ame wait, American.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Public
[CUSTOMER][NEUTRAL] OK, it came out [PII].
[AGENT][NEUTRAL] [PII]. OK, so it may not have reflected yet in that case, if you don't mind, let me put you on a brief hold if you've got the time because I do want to verify um if that payment just hasn't reflected yet I want to make sure that um you know I put the correct date if you're wanting to cancel it today that payment was already made then obviously we wanna make sure that you're paid until that date or that you can get reimbursed so let me just verify that if you don't mind.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can hold.
[AGENT][POSITIVE] OK, appreciate it. I'll be right back with you.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] From the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm doing well. How about yourself?
[AGENT][NEUTRAL] Doing alright, just about done. OK, so I've just got a question for you. I've got a member who wants to cancel her policy. She's on motive pay too. Her she just made a payment. She said it just came out the [PII], and on her policy it said it's paid until [PII], um, so I don't know if that means we haven't like that payment just hasn't been processed yet, um, I just wanna make sure I put, yeah, I just wanna make sure I put the right um.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Term date, you know, um, that is 519-711.
[AGENT][NEUTRAL] Because to my knowledge, um, if I were to cancel today but she paid.
[CUSTOMER][NEGATIVE] Darn it, give me the number again. I just deleted it.
[AGENT][NEUTRAL] Oh sure, no, that's OK, um 519-711.
[AGENT][NEUTRAL] Because we wouldn't do a refund for that, would we?
[CUSTOMER][NEUTRAL] No, we don't do refunds. Um, it's [PII].
[AGENT][NEUTRAL] I didn't think so. OK, that's why I wanted to make sure I put the right date.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she said it came out on the [PII], so that was for the month of March and just let her know because she called today so we can only cancel it at what she's paid to, which is April, but she did contact us ahead of time to where it won't dry for the month of April, but that premium that was deducted is for the month of March.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I didn't know that um.
[AGENT][POSITIVE] That's interesting. OK, so I didn't know if that was supposed to be and I think that's what she thought too was that it was for April. OK, that's good to know. I appreciate you helping me with that, so she's good to just go ahead and cancel it today.
[CUSTOMER][NEUTRAL] I think it takes, yeah, yeah, she's good to go ahead and cancel it today. I think the the hiccup is is that we're pulling it out on the [PII], but it takes 3 business days for it to actually clear and update on their banking and that's got nothing to do with us, um, and I guess that's why they often fail to realize that it's not April it was March even though the transactions showing April.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I see. OK, so the pay to date is correct.
[CUSTOMER][POSITIVE] Yes, it's correct for what it it pulled in, um, so you are telling her right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it OK.
[AGENT][POSITIVE] Got it alright I appreciate you checking that. I just wanted to make sure thank you have a good night.
[CUSTOMER][POSITIVE] No problem. You're welcome. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] OK, Eish, I'm so sorry about that wait. Are you still with me?
[CUSTOMER][POSITIVE] Yes I am thank you.
[AGENT][NEUTRAL] OK, yes, of course. OK, so that was a bit of confusion on my part as well um so apparently that payment that you made was for the month of March so this paid to date is correct it is uh paid until [PII], so we are good to go ahead and get this canceled you will not be drafted again, um, and yeah, we are good to go. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] No thank you. So, so that is, so that kept me um.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So I was up to date, but
[CUSTOMER][NEGATIVE] I don't, you don't owe me a, a reimbursement.
[AGENT][NEUTRAL] Correct, yes, um, so that was for the month of March, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, well thank you, you took care of the cancellation?
[AGENT][NEUTRAL] All right, well, you will be receiving a letter.
[AGENT][NEUTRAL] Yes ma'am and you will be receiving a letter from us in the mail uh confirming that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] All right, you are very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm