AccountId: 011433970860
ContactId: 4941f7b1-e00a-4690-9bc7-9d11da4fd4b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1231180 ms
Total Talk Time (AGENT): 329636 ms
Total Talk Time (CUSTOMER): 418288 ms
Interruptions: 8
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/4941f7b1-e00a-4690-9bc7-9d11da4fd4b2_20250612T20:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII].
[CUSTOMER][NEUTRAL] And uh I have a policy with you guys that uh.
[CUSTOMER][NEUTRAL] I just noticed coming out of my checking account each month and I don't have the policy or anything here in my office so I'm trying to figure out what this really is what this policy is.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Is there any way you can help me on that?
[AGENT][NEUTRAL] Yeah, sure, yes. May I have the spelling of your last name?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you said the first name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me have the spelling of the last name one more time. I don't think I got that right.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Yeah OK
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and for security, may I have your um mailing address and date of birth?
[CUSTOMER][NEUTRAL] Uh, birthdays [PII] [PII], uh.
[CUSTOMER][NEUTRAL] If anything, mail will be [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I don't think I don't think it's coming to my house which would be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have a middle name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and let's see. First National Bank?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, yep, this is you. OK.
[AGENT][NEUTRAL] All right, so this is your cancer policy.
[CUSTOMER][NEUTRAL] Policy and account I'm just trying to figure out what this is is I can't find what is what is this policy?
[AGENT][NEUTRAL] It's a cancer policy.
[CUSTOMER][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] Like cancer policy.
[AGENT][NEUTRAL] Yes, it's a hand for policy.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I don't have a cancer. I don't have cancer.
[AGENT][NEUTRAL] No, it's not when you have cancer. It's, it's, uh, you, you got this, uh, I think it was in [PII].
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So how much money do I have in his account?
[CUSTOMER][NEUTRAL] Is it Bill values or anything like that?
[AGENT][NEUTRAL] Mm this is a, this is just like if you had if you have cancer, you can use this policy, but this is a cancer policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's just.
[AGENT][NEUTRAL] What I can do is send you the paperwork. Go ahead.
[CUSTOMER][NEUTRAL] And I've had this
[CUSTOMER][NEUTRAL] Yeah, yeah, but can you send it to my email please?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You have an email address on that on that or not?
[AGENT][NEUTRAL] Let me check and see. I don't have an email. No.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's my last name, uh [PII] add the [PII] to it.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEGATIVE] So are you telling me, are you telling me we've been paying, we haven't been paying this kind of money every year, $475 every month for since [PII], have we?
[AGENT][NEUTRAL] Mm, let me see.
[CUSTOMER][NEUTRAL] Is this thing increased over the years or what is what is the deal?
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I don't know who would have set this up.
[AGENT][NEUTRAL] Mm. Mm, I'm not sure. I will have to go back and check and see what it was the past, uh, premiums. Um, all I got right now is just the pre premiums. Um, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold so I can get the paperwork together and see if I can send it to you right now, OK?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, um, OK, so this is a really old policy and everything, um, in the system is, um, it was scanning so basically what they need to do is put a certificate together to send it to you so we cannot do it just right now. I went ahead and send the request to have that done and send it to you by email.
[CUSTOMER][NEUTRAL] But for now
[CUSTOMER][NEUTRAL] And so, um, yeah, I was just trying to figure out what this policy.
[CUSTOMER][NEUTRAL] I don't know why it's so high. I don't know back in [PII] what it was or what it was.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But uh I don't even know what it is.
[AGENT][NEUTRAL] Yeah, it is a cancer policy, but they're gonna put all the paperwork together and just summarize it so you know exactly what is it for, how you can use it, what benefits do you have with it. Um, so all that is gonna be in the paperwork that is gonna be sent out to you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, but it looks like, um, yeah, um, based on what I'm seeing here because it is an old policy, the premium was a little bit lower when because right now it's a little bit higher due to the age.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well that's what I was getting at. I mean, I don't, uh, yeah, uh, everybody likes you when you're younger and then when you get older all of a sudden it pops so I'm trying to figure out where it started and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's where it is now so now I don't need it. I don't need this thing, uh, so I'm trying to figure out what's what's really going on with this policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you know what I'm saying? Yeah.
[AGENT][NEUTRAL] Mhm. Uh, do you wanna, uh, do you wanna cancel or you wanna just get the information, go over it and then see if you wanna cancel?
[CUSTOMER][NEUTRAL] Well, I'm just trying to figure out uh.
[CUSTOMER][NEUTRAL] When you get older like this, I mean you don't wanna pay. I mean you're on Medicare and all this other stuff, so you don't really need uh this type of policy. I don't know what what the policy tells you or what it's good for, you know, if it's a supplement or what's happening with it or what it is or anything like that.
[AGENT][NEUTRAL] It's, it's basically a policy that is paid to you. So, um, just an example and this is just a general example. Um, so basically, if let's say um you have cancer and you get um chemotherapy, um, Medicaid will pay the chemotherapy, but then if you have this policy,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And this policy has a benefit of $15,000 for the chemo, you get that $15,000 for you to use as you need it. So basically this is an extra policy that you have for cancer that is besides any other policy you have besides Medicare, Medicare, or anything like that. So this is a separate policy that you have. Um, again, the benefits.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So, so this is just the money, yeah, go ahead.
[AGENT][NEUTRAL] Yeah, again, the, sorry, I'm sorry. Again the benefits are gonna be sent out to you so you know exactly what it pays and how you can use the policy, but it is um something that is paid out to you.
[CUSTOMER][NEUTRAL] Keep talking. I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's just a small amount of money that's paid to me while I'm going through this scenario, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, so like would it be 15,000 or 20,000 while I'm going through there, that's it, so.
[CUSTOMER][POSITIVE] I mean over the years man if I, if I've been paying this kind of money I I could have a lot of money saved up and not even had been worried about this, right?
[CUSTOMER][NEGATIVE] I'm just talking out loud. I can't, I can't imagine paying $5500 a year for a policy and then, uh, 2 years that's 10, that's $11,000.03 years that would have been that would have been 16 or $18,000 for nothing.
[CUSTOMER][NEUTRAL] You know what I'm saying? I mean, we, we, we, I've got tons of life insurance and all that other stuff, but when I saw this and I saw that going up so high.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You know that's not uh that's not feasible for for older men or something to have like that for a $15,000 supplement or something like that that's not feasible, you know what I'm saying?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, I understand.
[CUSTOMER][NEUTRAL] I do, do you understand, you understand that?
[AGENT][POSITIVE] Uh, yeah, I understand what you're saying. I do understand.
[CUSTOMER][NEUTRAL] Yeah, you understand, yeah, you understand what I'm saying, right?
[AGENT][NEUTRAL] I know when you do the math, yeah, yeah, when you start doing the math, yeah, you, you, yeah, I, I get it, I get it. Uh.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah, no, no, it's not, I mean, I could stop now and then and by the just take this 475 or whatever and just throw it on a little savings account or whatever and just but just say, OK, well I'm still doing it and I'll just put that in reserve to have of myself or something like that. So but how long will it take these people to yeah go ahead.
[AGENT][NEUTRAL] Oh, yeah, um.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, and then
[AGENT][NEUTRAL] Um, maybe 24 to 48 hours to create it and then to send it out to you by email will be like I'll say no more than probably 3 or 4 days.
[CUSTOMER][NEGATIVE] Yeah, but, uh, like you said, this, uh, there's a little value or whatever has, uh, it's not worth paying this kind of money every month to have a little small supplement like that.
[AGENT][NEGATIVE] Well, uh, the amount that I gave you is not a flat amount. It's not, oh, this is what it's paying. No, that's why I need to send you the full benefits of the policy. I'm in no way saying that that's the amount that we're paying.
[CUSTOMER][POSITIVE] Agree.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] We're back.
[CUSTOMER][NEUTRAL] No, no, I'm not gonna say that. I'm not gonna say that's that's all, that's all, yeah, I'm not gonna do that, but like you said, it's a supplement cash supplement while you're, while you're suffering going through, uh, whatever the chemo or whatever you might be going through at that time, yeah, and I'm sure, and I'm sure it has, I'm sure it has limits on it too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, it has limitations. Yeah, all of that is, is gonna be on the paperwork and like I said, if you wanna go over it and see if it's something you wanna keep, if not, you can just call us right back once you get it, you can go over it. If you don't like it, just call us back and we can go ahead and cancel it, have it canceled for you, OK?
[CUSTOMER][NEUTRAL] You know that, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, yeah, y'all just get it to me because these girls here in this office that they have no idea if that policy is that old, there's nowhere, nowhere forgot where the original even started at if it's that old, you know what I'm saying? So, uh, if they, if y'all get it to me then I'll put it and I'll read it right quick and then if I say, OK, well I think I better go a different route, then that'd be great too.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. You should be getting, you're welcome and you should be getting that shortly. Go ahead.
[CUSTOMER][POSITIVE] All right, thanks so much for your help. OK.
[CUSTOMER][NEUTRAL] So, so,
[CUSTOMER][NEUTRAL] Yeah, so if I, if, go ahead.
[AGENT][NEUTRAL] No, no, go ahead, go ahead.
[CUSTOMER][NEUTRAL] If if I was to call back, do I have to have a policy number or just, or y'all just work off my name or how does that work?
[AGENT][NEUTRAL] Uh, we can do it off your name, but I can give you the policy number if you have a pen and paper pen and paper, I can go ahead and give you that number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I do I do I do I do what is it?
[AGENT][NEUTRAL] OK. A[PII] right. OK. So that number is 80.
[AGENT][NEUTRAL] 281.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 281 OK.
[AGENT][NEUTRAL] Mhm. That's all the numbers.
[CUSTOMER][NEUTRAL] Just 802-81 yeah 80281 and then it then it is under [PII], right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, so if I was calling, that would be it. So this [PII] will get to any of you guys, right?
[AGENT][NEUTRAL] Yes, that is correct. Yes, and then the policy number is 80281. So just let them know that it is, those are the policy number.
[CUSTOMER][NEUTRAL] Is that the right? OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Well thank you so much all right that'll work.
[AGENT][POSITIVE] You're welcome. Alright, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Thank you ma'am. Uh, no, I just wish after all those years there would have been a cash value in this thing, but there's not right.
[AGENT][NEUTRAL] Uh, no, this one doesn't have a cash value. I'm sorry.
[CUSTOMER][NEUTRAL] Oh OK all right thanks OK.
[AGENT][POSITIVE] OK. You're welcome. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.