AccountId: 011433970860
ContactId: 42a7f23d-4676-42db-a191-a34c0262568e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463600 ms
Total Talk Time (AGENT): 161657 ms
Total Talk Time (CUSTOMER): 176603 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/42a7f23d-4676-42db-a191-a34c0262568e_20250106T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, excuse me, my name is [PII], and I'm calling for some information. OK, I have a policy with you all, and I've been having this policy ever since [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm really thinking that maybe I don't need a cancer policy because I have uh Medicare and I have Tricare for Life.
[CUSTOMER][NEGATIVE] I don't, they don't go here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] Are you wanting to cancel it or?
[CUSTOMER][NEUTRAL] I'm, I'm undecided, but I think so because if I have uh Tricare for life and I have Medicare, so I mean, unfortunately, hopefully I don't, but if I get canceled, well I'm covered anyway, you know, they will pay for it.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So I really, yeah, and I don't see the purpose. And just yesterday I was looking over this.
[CUSTOMER][NEUTRAL] And I said, why am I, why do I have this policy?
[AGENT][NEUTRAL] Yeah, I mean, it, it's definitely something that you can cancel. Are you still with the, the um.
[AGENT][NEUTRAL] So we work with.
[AGENT][NEUTRAL] Like groups, are you still with the job that gave you the cancer policy originally?
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Uh, yes, cause I still work with the school.
[AGENT][NEUTRAL] OK, so it would probably be I mean I can send you to like claims and you can ask questions to them but if you still work for the school it would be something that you would go through with them to cancel which is fine um you would just have to work with um the HR department at the school or whoever handles.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It it
[AGENT][NEUTRAL] Your um
[AGENT][NEUTRAL] Medical insurance.
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] Well, now my payments go to American Published Life.
[AGENT][NEUTRAL] Yes, and that's us so yeah we we have your policy with us of course but to cancel it you could go through your HR department and then they would send it to us for you to be canceled off unless you're just wanting, what's your do you have your policy number and I can look it up.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, yes, I do. OK, that policy is 639133.
[AGENT][NEUTRAL] OK, what's your policy number?
[CUSTOMER][NEGATIVE] And I can just go ahead and cancel this.
[CUSTOMER][NEUTRAL] Video
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I started to.
[AGENT][NEUTRAL] Um, can you, uh, just confirm the last four of your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then let's see.
[CUSTOMER][POSITIVE] Oh cool.
[CUSTOMER][NEUTRAL] Detectives I'm trying to solve. Excuse me. The only suspect in checking their undercover informant for.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, OK? Give me just a second.
[CUSTOMER][NEUTRAL] OK, sure. You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] out of Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good. Um, I have a [PII] on the phone. She's an insured that has a cancer policy with us and she wants to, um,
[AGENT][NEUTRAL] Uh, cancel it because she has Medicare and I think Tricare. Um, I verified her and she is who she is, but
[AGENT][NEUTRAL] Obviously we're broker resources and I don't know if I can just like cancel her policy over the phone. Is that something that you can do?
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Yeah, it's 639-133.
[CUSTOMER][NEUTRAL] Uh, this is on bank draft that she'll need to go to customer service and I'm not sure if they can do it over the phone or if we need something in writing, um.
[AGENT][NEUTRAL] That's what I was thinking.
[CUSTOMER][NEUTRAL] I, I wanna say they might be able to take it over the phone, but uh don't quote me on that one, but yeah, I don't need to go to customer service since it's individually paid.
[AGENT][POSITIVE] OK cool thank you I appreciate you.
[CUSTOMER][POSITIVE] You're welcome. No problem.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Fine.
[CUSTOMER][NEUTRAL] On APL, this is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing well. How about yourself?
[AGENT][NEUTRAL] I'm good. I have a question. I have an individually insured, um, individual on the phone. Her name is [PII], and she gave me her policy number and she's questioning her cancer policy. It is on a bank draft. Is that something that you guys can like cancel over the phone if she doesn't want it anymore?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, definitely. What's the number?
[AGENT][NEUTRAL] Um, her policy number is 639133.
[CUSTOMER][NEUTRAL] OK, and you verified everything?
[AGENT][NEUTRAL] Yeah, she verified with the last four of her social, so if you do more then.
[CUSTOMER][NEUTRAL] Oh, when I meant verify with her address and stuff we're supposed to verify that but I got it. I'll take care of her.
[AGENT][NEUTRAL] Oh, address. OK, I'll know that for next time.
[CUSTOMER][NEUTRAL] Alright, I've got it up you can transfer.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] [PII], are you still with me?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, I have [PII] in the customer service department and she's gonna help you from here OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you have a great day thanks for calling APL.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Hi Ms. [PII] how are you doing today?
[CUSTOMER][POSITIVE] I'm doing pretty good and yourself?