AccountId: 011433970860
ContactId: 47a40e4a-7bca-4731-9447-8ba714a73f05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 742400 ms
Total Talk Time (AGENT): 274617 ms
Total Talk Time (CUSTOMER): 324416 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/47a40e4a-7bca-4731-9447-8ba714a73f05_20250109T17:47_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is Memory customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm good, [PII] how are you?
[CUSTOMER][POSITIVE] I'm all right, thank you. Um, I have an insured on the line.
[CUSTOMER][NEGATIVE] OK, this voice has got to give up. OK, the policy number [PII] is 2,558,370 Miss [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so she had called and canceled her policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But now she's one, she's received your cancellation letter.
[CUSTOMER][NEUTRAL] But now she's wanting to know if it can be reinstated.
[CUSTOMER][NEUTRAL] Mhm. Because the other insurance company that I guess she spoke to through her, through her work.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Apparently she's not, you know, really impressed with, I guess their offerings.
[CUSTOMER][NEUTRAL] Or whoever she spoke to, I don't know that it was necessarily through her work because I see this is on, you know, bank draft or was, but anyway, she's now wanting to find out if that, if she can do that and if so, how she would go about doing that.
[AGENT][NEUTRAL] OK dokey.
[CUSTOMER][NEUTRAL] And she is fully verified and she uh verified that the note in line on um.
[CUSTOMER][NEUTRAL] C U D A T about no email she said deaf, she does not have email, so we did not discuss the OSC.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] OK doke. All right. Well, are you ready for her?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a nice afternoon if I don't talk to you again.
[AGENT][POSITIVE] You too. Thank you.
[CUSTOMER][NEUTRAL] All right, thanks. Bye-bye.
[AGENT][NEUTRAL] Mm. Bye-bye.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm good, thank you.
[AGENT][NEUTRAL] Good. Um, so Ms. [PII] was telling me that you were calling to see if you could reinstate your policy.
[CUSTOMER][NEUTRAL] Yeah, I don't know if y'all can do that and give me um.
[CUSTOMER][NEUTRAL] Well, first of all, I don't know if you can do that. Can you?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] I was telling the, well, she already told you that uh someone came, it's one of those door to door with Washington National and
[CUSTOMER][NEUTRAL] They came by because I had a policy, a small policy with them and uh
[CUSTOMER][NEGATIVE] They came to tell me that pretty much it it wasn't really, you know, a good enough policy anymore and they showed me all the stuff that they had and then to make a long story short, at the end of the day, I'm, I'm dropping my policies and picking up their policies and um.
[CUSTOMER][NEUTRAL] And this just happened last week and so.
[CUSTOMER][NEUTRAL] Now I'm a little confused as to I was looking through my
[CUSTOMER][NEUTRAL] My APL policy.
[CUSTOMER][NEGATIVE] And I looked at it that day that the other people were here, because the lady was telling me it's not gonna help you in any way, it's not covering this and it's not covering that. And um
[CUSTOMER][NEGATIVE] But I never called you all really, I mean, I called you right to cancel this stuff, but she was asking questions with my permission with the other lady, and um she was asking her questions as to what it would cover and this and that, but I didn't even know.
[CUSTOMER][NEGATIVE] And pretty much he just kept nodding like, no, it's not, you know, it's not gonna cover you or it's not gonna help you.
[CUSTOMER][NEUTRAL] So that's why I had a question on what does my policy cover, you know, I know I don't pay that much for it, but I do pay month to month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh and I've had it for a while.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] So I just wanted to know.
[AGENT][NEUTRAL] We can reinstate the policy since it's been within 10 days um of your notice, um, that was issued on the [PII], so you have until the [PII] to reinstate.
[AGENT][NEUTRAL] Um, now, as far as what the policy will cover, uh, I'll have to get you over to the benefits department for that, um, but customer services who would reactivate the policy, um.
[AGENT][NEUTRAL] Are you wanting to speak with somebody about the benefits first before you reactivate it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, not really. I just wanna have them in hand.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see. So I can go ahead and reactivate the policy for you, and then I can get you to somebody over in the benefits department to kinda explain to you um what your coverages are and answer any questions you have about those coverages, OK?
[CUSTOMER][NEUTRAL] So, are you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Now when, when you reinstate it, does, does that put like a gap on benefits and stuff since I'm reinstating it or it won't because it's within the 10 days?
[AGENT][NEUTRAL] It won't because it's within the 10 days, um, but you do owe for the month of December, so we will have to double draft this month when your draft comes out.
[AGENT][NEUTRAL] Um, so let me see how much, hold on.
[AGENT][NEUTRAL] 1968 a month. So your draft this month would be 3936 to get you caught up.
[CUSTOMER][NEUTRAL] On, on what day is that gonna go through?
[AGENT][NEUTRAL] Um, your draft is set for the [PII] of every month, so let me see what that will be this month. Hold on just a second.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So that should actually hit your bank the following Monday, I mean the following [PII].
[CUSTOMER][POSITIVE] OK, and it's gonna be almost $40 OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The 3936.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Now, as far as, uh, so you're reinstating my policy.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And now I have to talk to someone so that I'm, it's just that I have so many papers here that, you know, I had that other number that I gave the other girl that was a 01604741.
[CUSTOMER][NEUTRAL] And that was not the policy number. It was another policy number, maybe.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] I know I had that
[CUSTOMER][NEUTRAL] Or maybe it changed later and I, I didn't have it.
[AGENT][NEUTRAL] What was that other policy number you said you had?
[CUSTOMER][NEUTRAL] It was um 01694741.
[AGENT][NEUTRAL] OK, hold on just a second.
[AGENT][NEUTRAL] OK, yes, ma'am. So that was your, um, that was your policy. We, um, issued a new policy, um, in [PII] and then again in [PII]. So your, um,
[AGENT][NEUTRAL] Premium is the same. It was just small changes that we needed to issue a new policy for, um, and your, uh, you did not have any lapses in coverage, so you've had continuous coverage.
[CUSTOMER][NEUTRAL] Mhm. So now.
[AGENT][NEUTRAL] Your current policy number, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Oh, go ahead.
[AGENT][NEUTRAL] OK, your current policy number is 02.
[AGENT][NEUTRAL] 558.
[AGENT][NEUTRAL] 370.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now you said there was changes.
[CUSTOMER][NEUTRAL] Uh, and in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I don't have any, any of that.
[CUSTOMER][NEUTRAL] I've had
[CUSTOMER][NEUTRAL] This one that I was talking to you about was, that was in [PII]. That's probably when I retired and uh from the school district. I think that's what happened.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then the other one that I have as far as.
[CUSTOMER][NEUTRAL] So, all of them are from [PII]. Can you see the one that you're talking about for [PII].
[CUSTOMER][NEUTRAL] All the changes, do they come with the policy that I have? I mean, you can just mail me that and I'll be OK with it and I don't have to talk to anybody about it. I'll just have it. I'll just have the benefits for the policy.
[AGENT][NEUTRAL] OK, uh, yes ma'am, um, compliance is working on the policy certificates because it, it wasn't just your group, it was the entire state of [PII] that we had to update to this new product ID, um, and that's why a new policy was issued, um, so I'm not sure if those have been sent out. Hold on just a second, let me double check on that.
[AGENT][NEUTRAL] OK. I can request a copy be sent to you, OK?
[CUSTOMER][POSITIVE] Yeah, that'll be great.
[AGENT][NEUTRAL] Alright, Ms. [PII], so do you still wanna talk to somebody about your benefits or?
[AGENT][NEUTRAL] You just go with the coffee.
[CUSTOMER][NEUTRAL] Um, yeah, I can talk to her for a few minutes. Yes, that's fine.
[AGENT][POSITIVE] OK, alright, so I've got your policy um reactivated and I've added that additional draft amount for the month of December, um, and like we, like I said, that should hit your bank around the [PII], um, and if you have any questions about that, you can always give us a call. Um, give me just a moment. I'm gonna get somebody on the line for you and benefits, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][POSITIVE] All right, Ms. [PII], thank you so much for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] Uh, yes, thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hi, [PII], it's memory and customer service. How are you?
[CUSTOMER][NEUTRAL] Alright, how you doing?
[AGENT][NEUTRAL] I'm good. I have an insured on the line. She is wanting to talk to somebody about her benefits on her, uh GCP 24 policy, um, the policy number.
[CUSTOMER][NEUTRAL] OK. Let me.
[CUSTOMER][NEUTRAL] Hold on one moment. Let me get over to that side because I know I'm have to pull it up. Give me the policy number now.
[AGENT][NEUTRAL] OK. It is 255-8370.
[CUSTOMER][NEUTRAL] And the patient name?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Alright, you can put it through.
[AGENT][POSITIVE] All right, thank you so much. Here she comes.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Ms. [PII]?
[CUSTOMER][POSITIVE] Yes, good morning