AccountId: 011433970860
ContactId: 4abcf868-3072-4d77-9e10-11e50de4ea05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 739500 ms
Total Talk Time (AGENT): 326452 ms
Total Talk Time (CUSTOMER): 322804 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/4abcf868-3072-4d77-9e10-11e50de4ea05_20250331T19:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I hope you can. Look, uh, my mom is in a is in a rehab facility and she has a, uh, a cancer policy and I talked to a lady the other day and, uh, we're trying to get me on the account so I can talk business. I'm visiting with my mom now. Can y'all help us with that?
[AGENT][NEUTRAL] Yes sir, but before we proceed, is it possible to get your name and a callback number please?
[CUSTOMER][POSITIVE] Yeah, I can do that.
[AGENT][NEUTRAL] OK. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. And you were stating that you're trying to get access so we can speak to you in regards to your mom's policy and you're with her now.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, do you happen to have the policy number by chance or any information?
[CUSTOMER][NEUTRAL] Well, well, when I, when I gave that, I did have a policy from I, I live in [PII], but we're in [PII] today. When I gave her the policy number, he did not get a match for that. She had to look it up, uh, via her name.
[AGENT][NEUTRAL] OK, I can do that. What's your mom's last name?
[CUSTOMER][NEUTRAL] I don't, I don't, I don't that that that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what was the number that you provided just in case?
[CUSTOMER][NEUTRAL] I don't, I don't have that in front of me.
[AGENT][NEUTRAL] You don't have it? OK. And what's your mom's first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Middle initial [PII]
[AGENT][NEUTRAL] OK, and what state did you say [PII] that you guys that she currently resides in? OK.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you. And you spell her last name? [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, bear with me just one moment.
[CUSTOMER][NEUTRAL] Almost got your social security number memorized too, you know, you got 3 [PII] in there, yeah.
[AGENT][NEUTRAL] And can you also verify your mom's date of birth and mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII]. [PII] is my daughter's birthday, [PII].
[AGENT][POSITIVE] OK, thank you for that, bear with me.
[AGENT][NEUTRAL] And what was her mailing address again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Tom Woods Road.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. So since you are there with your mom, um, basically, she can give us verbal permission to speak to you today. It'll just be valid for today only. In order to have permanent access to continue to speak to us, we would need a copy of the power of attorney if you have that. If you don't have a power of attorney, she can submit something to us in writing with your full name, giving us a verbal, well written description of permission to speak to you.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, and that's good for a year. So she could mail that or fax it to us, whatever works best for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I think I went on y'all's website where's that form on there to do that.
[AGENT][NEUTRAL] We actually don't have a specific form um unless it's dealing with the claims in would you trying to get information on her claims?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Well, I, I, I, I mean, my, the, yeah, the, well, I, I'm gonna let you talk to her real quick, give me permission, and I can ask you a couple questions if that's OK.
[AGENT][NEUTRAL] OK, that's fine. Go ahead and put her on the phone.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So that if you're on speaker, go ahead.
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][NEUTRAL] Hi, Miss, Mrs. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. um, I just wanted to make sure it was OK to release information to your son.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what's his full name, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you for that. You can go ahead and put him back on the line, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah, we got, we got you on speaker if that's so she's listening too, but, but, but look, she actually, uh, yeah, my main question was, uh, she, she's, she's got a terminal illness, uh, a pulmonary disease, um, uh, and I don't think that's covered on your policy and what I was looking at she actually kind of thought there might have been some life benefits in, in your policy because I've read over your policy.
[AGENT][NEUTRAL] Uh, OK. You're fine.
[CUSTOMER][NEUTRAL] And I used to be a school member too, and I think that's where this policy was marketed to her through her, you know, working as a school, uh, para professionals is where she got that and she's been paying on it for 2026 years.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But I don't, I don't really think she has a need for the policy anymore unless you can convince me otherwise. I'm thinking about canceling the policy, but I did want to make sure that there was no coverage there. I say, she, I, I think I've read, read 32 different diseases that may be covered, you know, as an illness, but I don't think hers was one of them, which doesn't surprise me, but, um, and the like.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It is a cancer policy. So, I mean, it is a supplemental policy and it is payable in the event that she concurs a cancer-related illness and seeks medical attention. There's benefits for that. If you don't think it's feasible for her anymore, you guys can definitely cancel it today since she's there with you. All I need her to say that she wants to cancel it an[PII] we can cancel it today. Um, it looks like she's set up.
[AGENT][NEGATIVE] On automated draft and it's scheduled to come out on the [PII]. So if we do it today, she will not be drafted for the month of April. And it doesn't have any life vested value. It's not a life policy, so there's no um value in the policy besides the fact that if she was to get sick and had received cancer treatment.
[CUSTOMER][NEUTRAL] Right, those other diseases that are listed, and I understand that correctly, that it doesn't have to be a cancer disease, it could be another disease that's, you know, life threatening or either a serious illness. Is it only cancer or is it only, am I, am I reading that policy correct?
[AGENT][NEUTRAL] Um, I'm not sure about the diseases specifically, and I do apologize, Mr. [PII]. That's a little bit out of my area of expertise. But, um, I do know it is a cancer policy based on what I'm looking at, the type of product it is. Now, let me, I think it does say cancer and specified disease. Let me check that real quick for you. And that may be
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] That's that's what it said on the cover page, yeah.
[AGENT][NEUTRAL] Yeah, that, I, I just dawned on me and I've been here for a long time, so I remember when this one came out.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Interrestrial.
[CUSTOMER][NEUTRAL] Pulmonary.
[AGENT][NEGATIVE] Bear with me it's moving real slow.
[CUSTOMER][NEGATIVE] And some, some of those is, of course I, I served in the military for many years or whatever so I got shots for a lot of those diseases that were listed on there. Thank goodness I never got any of them, but it was, it was about 32 of them listed on like the next last page, and I should have brought the policy with me, but.
[AGENT][NEUTRAL] Oh no, you're fine. If it's on the policy, more than likely that's the case. It's just I wanna, I wanna make sure I'm telling you right because I don't wanna tell you incorrectly, but.
[CUSTOMER][NEUTRAL] I forgot to bring
[CUSTOMER][NEUTRAL] Mhm. Well, well, I, I.
[CUSTOMER][NEGATIVE] Yeah, I'm not gonna cancel policy today. I'm, I got another brother I'm gonna talk to him about or whatever, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, she's, she's, she, she's [PII], yeah, as you can say [PII] young or whatever and.
[CUSTOMER][NEGATIVE] She of course as a son, I kind of feel bad she's paid almost $16,000 on this thing and she could have used that money somewhere else probably.
[AGENT][NEUTRAL] Yes, sir. I understand. um, bear with me. I'm trying to see.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] And he's like oh all them jackets right they got to.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Actually I, I've made a copy of that page that we were talking about and it, it's, uh, it is 32 different illnesses and diseases. First one is Adrienial.
[AGENT][NEUTRAL] It is cancer. I just found it. Yes, Mr. [PII]. It is cancer-specified disease. So, yes, you are correct with what, what is listed on there would be payable, but if it's not one of those things, again, unless it was cancer or illness, then that would be the only thing that would be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, I don't see her disease unfortunately. Listen on there, I, I, I don't even know. I, I'm [PII] old. I've never met anybody with any of these diseases. So, well, I don't know, I've heard of tuberculosis. That's about the only one recognized.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, alright, so, so I can call back later and get on the phone again and we can do we can cancel policy via the phone if we need to do that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, you can do that or she can send something in writing, um, we can take a fax or email as long as we get it by [PII] she shouldn't be drafted, so she should be good to go.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Alright, I appreciate your help today, ma'am thanks so much.
[AGENT][NEUTRAL] No problem at all, Mr. [PII], but before you go, would you like to get our email address and our fax number just in case?
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][NEUTRAL] Uh, on your policies on the list on your policies on the front page.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, maybe not.
[AGENT][NEUTRAL] Don't think it's listed on the policy information. Um.
[CUSTOMER][NEUTRAL] I'm a what?
[CUSTOMER][NEUTRAL] OK, hold on, my wife, my wife, my wife's digging for something. She's gonna write it down.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And this will be a little bit easier too if you don't wanna call back or whatever works best for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We, we can, we can send an email.
[AGENT][NEUTRAL] Yes sir, you guys can send an email and as long as it's, you know, her, her indicating that she wants to cancel it.
[CUSTOMER][NEUTRAL] OK, alright, I'm ready to write.
[AGENT][NEUTRAL] Alright, so the email address is gonna be the [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's gonna be at
[AGENT][POSITIVE] [PII] again, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so that's email, OK.
[AGENT][NEUTRAL] And then the fax number is.
[CUSTOMER][NEUTRAL] Uh, [PII], OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], yes, sir. And then the fax number is gonna be customer service and that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, [PII] fax number right.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][NEUTRAL] I, you're welcome, Mr. [PII]. Is there anything else I can help you guys with before you go?
[CUSTOMER][POSITIVE] No, appreciate your help. Thank you.
[AGENT][NEUTRAL] 01 more thing, Mr. [PII]. Let me give you the policy number cause, just so you'll have that too.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, it's 07.
[AGENT][NEUTRAL] 63
[AGENT][NEUTRAL] 96.
[CUSTOMER][NEUTRAL] Yeah, because uh the the other one the other day was a 01.
[CUSTOMER][NEUTRAL] That something in there because I remember the first two digits because the lady said that you didn't need the zero in front of it. So yeah, that's not the same policy number that I had so good and it's been in force since [PII], right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][POSITIVE] Thank you Mr. [PII] for calling APL and you guys have a wonderful day.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.