AccountId: 011433970860
ContactId: 3f78c276-8300-4f9e-9024-d339723c7ea9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 684690 ms
Total Talk Time (AGENT): 358109 ms
Total Talk Time (CUSTOMER): 186046 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/3f78c276-8300-4f9e-9024-d339723c7ea9_20250103T19:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII]. I called earlier this morning about a policy, uh.
[CUSTOMER][NEUTRAL] The money's been withheld from my mother's account. We don't have any idea what it is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's a 1450 a month and it's [PII].
[AGENT][POSITIVE] OK, yes, so how can I help you?
[CUSTOMER][NEUTRAL] Oh, and they, they told me that I'd have to.
[CUSTOMER][NEUTRAL] Get her to approve.
[CUSTOMER][NEUTRAL] Talking to me about it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So your mother's available?
[CUSTOMER][NEUTRAL] I don't know the policy number or any, yeah, well, yeah, hang on just a second.
[AGENT][NEUTRAL] Uh, well, just a moment, Mr. [PII]. So you have a question as to, you're trying to find out just what type of policy.
[CUSTOMER][NEUTRAL] We don't know what
[CUSTOMER][NEUTRAL] Yes, yes, we have no idea. My dad's passed away and he's the only one that knew anything about it.
[AGENT][NEUTRAL] OK. All right. So, yes, sir, I can try and help you out. What is the uh first off, what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Thank you. And then the policy holder's name?
[CUSTOMER][NEUTRAL] It would either be [PII] or [PII]
[CUSTOMER][NEGATIVE] And he passed away almost 2 years ago with cancer.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Any, yes.
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 1st, 1st off, let me
[CUSTOMER][NEUTRAL] [PII] is [PII]. Go ahead.
[AGENT][NEUTRAL] OK, you said that you, I've got to try to locate the policy. How did they pull the policy up this morning with what information? Social or name?
[CUSTOMER][NEGATIVE] They didn't pull the policy up they told me I'd have to get her approval to talk to you about it.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, let me see if I can.
[CUSTOMER][NEUTRAL] I just noticed there's been bank draft on their, on their bank is $14.50 a month. It's been coming out for a while.
[AGENT][NEUTRAL] OK, Mr. Give me.
[CUSTOMER][NEUTRAL] It's American Insurance, yeah.
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] OK, so give me a moment to see if I can locate the policy information first since we don't even know his name it's again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Before you get her on the line with me, OK? So just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, you said her first name is [PII]?
[CUSTOMER][NEUTRAL] That, that, that was his name. Everybody gets those two confused. Her name's [PII], [PII] or [PII]
[AGENT][POSITIVE] How does she spell it? It makes a big, yeah, I was gonna say it makes a big difference. OK.
[CUSTOMER][NEUTRAL] It's not easy what you say.
[CUSTOMER][NEUTRAL] Yeah, she said is [PII]
[CUSTOMER][NEUTRAL] It probably would be in his name but I I don't know.
[AGENT][NEUTRAL] There was, I didn't pull anything up in our system under EVONE.
[AGENT][NEUTRAL] No, I'm trying.
[AGENT][NEUTRAL] Under [PII] now.
[AGENT][NEUTRAL] OK, so I may have located this policy. So first off, um, as I stated before, I'll have to verify several things for security. So, first off, if you'll please verify Ms. [PII]'s date of birth.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, and her home address that would be on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the phone number for her?
[CUSTOMER][NEUTRAL] Uh, probably [PII].
[AGENT][NEUTRAL] Thank you. And then the last four of her social?
[CUSTOMER][NEUTRAL] That's the last four of your social security number. [PII].
[CUSTOMER][NEUTRAL] Did you hear that?
[AGENT][NEUTRAL] Yes, sir, I did. OK, so it's, I, I did hear her. OK, thank you. OK, so Miss [PII], in order for, well, she can hear me, correct? You got them on speaker?
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][POSITIVE] Yeah, yes, I got you on speaker.
[AGENT][NEUTRAL] OK. Hi, Ms. [PII]. This is [PII] with APL. How are you today?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Good. So, do you authorize me to speak to your son about what type of policy you have with us? He was wanting to know about the, the funds that are being drafted each month.
[CUSTOMER][NEUTRAL] Yes, you have the sorry.
[AGENT][NEUTRAL] OK, so that is this verbal permission, Ms. [PII] and Mr. [PII], just so you know, is for this one phone call only, but I'll be happy to provide that information.
[AGENT][NEUTRAL] So I do see that there is $14.50. It's dropped in monthly and this is for a cancer uh well, let me verify. This is a policy that you've had a long time since [PII] with APL, so give me one moment.
[AGENT][NEUTRAL] Yes, this is a cancer policy that you have, and this policy is only for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ok, you won't keep that don't you?
[AGENT][NEUTRAL] Mhm. And I can provide you the policy number if you would like to take this down.
[AGENT][NEUTRAL] So you can have it.
[CUSTOMER][NEUTRAL] OK, hang on just a second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Well you haven't got a skin cat, do you?
[CUSTOMER][NEUTRAL] Does that cover a skin cancer?
[AGENT][NEUTRAL] Uh, give me just one moment to pull up the policy information and any information provided on benefits would be a guar excuse me, not a guarantee of payment, but a verification of benefits. So just one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, my system is still trying to pull up them where I would go to log, it's, it's stuck. It's kind of thinking about it at the moment. So let me give you the policy number while I'm waiting. It's
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Hang on.
[AGENT][NEUTRAL] 489-722.
[CUSTOMER][NEUTRAL] 489-722
[AGENT][POSITIVE] Mhm, that is correct. That is correct, yes sir.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Is there any way you could mail the policy to us because we don't have a hard copy of that or we can't locate it.
[AGENT][NEUTRAL] Yes, sir. I can request that a copy uh be mailed.
[AGENT][NEGATIVE] And it takes about 10 business days um for that to be now, to be, you know, received.
[AGENT][NEUTRAL] Does Ms. [PII] use the internet at all, Mr. [PII]?
[CUSTOMER][NEGATIVE] No, but I do, but I know you probably can't send anything to me.
[AGENT][NEUTRAL] Well, no, sir, but um we do have a portal that if there was an email on file if she authorizes me to add an email.
[CUSTOMER][NEGATIVE] I wouldn't receive junk mail or anything would I.
[AGENT][NEUTRAL] I could email the instructions for how to set up the profile.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEGATIVE] This if I provide an email, this won't be a, I won't be receiving emails all the time from you all, will I?
[AGENT][NEUTRAL] No, sir, and you don't have to do that at all because they, you'll have to create a profile. She would have to authorize me to even be able to, to provide that to you.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] That's, that is just an option, you know, if she wanted to do that. But if not, then, uh, yes, I'll be happy to request that one be mailed.
[CUSTOMER][NEUTRAL] OK, just
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, just, just my it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So it's gonna take me honestly, just a few minutes to look through this to see if about the cancer because of the length of time she's had the policy.
[AGENT][NEGATIVE] It's a little more um challenging to look at some of the information.
[AGENT][NEUTRAL] So bear with me just a moment. She's specifically wanting to know about skin.
[AGENT][NEUTRAL] Cancer.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, on here, I can see there is for an a complete removal of skin lesion.
[AGENT][NEUTRAL] An actual not to actual not to exceed $120.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you were to file a claim on this policy, you can obtain the claim form for our cancer policies by going to our public website, Mr. [PII], you could print that off. You could go to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And at the top when that page pulls up, you will see where it says claims and forms.
[AGENT][NEUTRAL] And you would just click there, scroll down, and I believe the second claim form that's listed as the cancer claim form and out to the right, it has a download form button, a blue button that says download form.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Just click on that and the first page of our claim form has all of the instructions for the documents that you would need to submit along with the claim form for our review.
[CUSTOMER][NEUTRAL] OK, I can locate that.
[AGENT][NEUTRAL] Mhm. OK. But again, I will be happy to to send a request to have the policy mailed to the address that we verified.
[CUSTOMER][POSITIVE] OK, I appreciate your help.
[AGENT][POSITIVE] OK, well, you're very welcome. So is there anything else that I can help you all with today?
[CUSTOMER][NEUTRAL] No, I think that's all.
[AGENT][POSITIVE] OK, well then, thank you both for calling APL and I hope that you guys have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes, sir. Thank you.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye-bye. Bye-bye.