AccountId: 011433970860
ContactId: 4d593fc8-80e6-4ecd-9f9e-2630531a30ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 863400 ms
Total Talk Time (AGENT): 330911 ms
Total Talk Time (CUSTOMER): 234191 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/4d593fc8-80e6-4ecd-9f9e-2630531a30ce_20250122T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, I have a few questions about my policy.
[AGENT][POSITIVE] OK, I'll be happy to assist you with that. Can I get your name, please?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, [PII].
[AGENT][NEUTRAL] Uh, give me one second. Let me go ahead and get that and get the policy pulled up.
[CUSTOMER][NEUTRAL] I have the numbers.
[AGENT][NEUTRAL] OK, you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 980.
[CUSTOMER][NEUTRAL] 003497
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] How we shouldn't let things get over.
[AGENT][NEUTRAL] That might be.
[AGENT][NEUTRAL] Are there 300 or 200?
[CUSTOMER][NEUTRAL] 30s.
[AGENT][NEUTRAL] OK, I don't think that's your policy number. Uh, can I get your social, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, all right. Can I get your social one more time cause I didn't pull anything up when I put that in.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEGATIVE] Maybe I got the wrong thing.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Who are you trying to? OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I found a couple policies. Let me.
[CUSTOMER][NEUTRAL] The show one.
[AGENT][NEUTRAL] Um, yeah, it shows I, I pulled up a couple policies. I'm just gonna get those pulled up just so we can make sure they're yours.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, do you have two policies with us?
[CUSTOMER][NEUTRAL] Uh, yeah, one is a small, um.
[CUSTOMER][NEUTRAL] What emergency for.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Intensive care policy and one is a regular hospital cancer policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and could you verify the address that we should have on file please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that, [PII]. OK, so yeah, I do see um your policies. I do have those pulled up. Um what can I do for you today?
[CUSTOMER][NEUTRAL] Well, I, I was looking through my paperwork and I came across it says family, single parent family. Is there a different payment range for single and family?
[AGENT][NEUTRAL] Yeah, um, there is a different rate, um, however, I, um, in the billing department, uh, don't have what your exact rate would be, um, but I can get you over, um, to our customer service team that, um, they will have that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Were you, are you wanting to possibly add someone?
[CUSTOMER][NEUTRAL] No, I've been in this policy. I've had it for 30 something years. My kids are grown and their kids, well, I only have one child, but.
[CUSTOMER][NEUTRAL] Anyway,
[CUSTOMER][NEUTRAL] They're grown. They should have been off my policy a long time ago, but I didn't notice it until today.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, let me see what kind of policy they have you on.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. So it looks like the cancer policy, I'm showing individual coverage. Let me check the other one.
[CUSTOMER][NEUTRAL] So when was it changed because on the paperwork I have it says single parent family.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] for you.
[AGENT][NEUTRAL] Is your paperwork is it recent paperwork that you have?
[CUSTOMER][NEUTRAL] No, this is old paperwork that I have.
[CUSTOMER][NEUTRAL] This is probably when I first took it out because it's, it was $15 and something from the beginning let me pull this out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It was issued when I was [PII].
[CUSTOMER][NEUTRAL] And I am [PII] now.
[AGENT][NEUTRAL] OK, um, I do see in the notes.
[AGENT][NEUTRAL] Dependent.
[AGENT][NEUTRAL] Independent was dropped on [PII], and then
[AGENT][NEUTRAL] Looks like another dependent.
[AGENT][NEGATIVE] Was dropped. Oh sorry, it says disregard this no uh it says uh your dependent was dropped in [PII].
[CUSTOMER][NEUTRAL] One of them was dropped in [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the other one was strap twin.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, see, I'm only showing in the notes for this policy.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] From it looks like one dependent was
[AGENT][NEUTRAL] Looks like one dependent was dropped. Did you, how many did you have?
[CUSTOMER][NEUTRAL] I had 2.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Would have their names on there?
[AGENT][NEUTRAL] Uh, no, I don't, uh, it doesn't have their names, and with it being so long ago, um, it's most likely there's nowhere for me to see that, I don't think. Um.
[CUSTOMER][NEUTRAL] What time
[AGENT][NEUTRAL] Yeah [PII], uh form, we received a form to drop son from policy.
[CUSTOMER][NEUTRAL] and
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] It is the [PII] Ford Explorer.
[AGENT][NEUTRAL] I see another note from [PII], but I don't know if that's for the same.
[AGENT][NEUTRAL] Dependent or a different one.
[CUSTOMER][NEUTRAL] That will do.
[CUSTOMER][NEUTRAL] Get your
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] But yeah, you're, you're right now, you're on individual coverage. You know, they don't have any dependent on, on your coverage.
[CUSTOMER][NEUTRAL] OK, so on neither one of them.
[AGENT][NEUTRAL] No, on either one. Neither, neither policy is showing uh any dependents. It says individual for both.
[CUSTOMER][NEUTRAL] So the individual price is $54 and something there?
[AGENT][NEUTRAL] It is.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] I think he was [PII], yeah 5264 and that is for.
[CUSTOMER][NEUTRAL] But if you're
[CUSTOMER][NEUTRAL] There are dozens of well insurance companies.
[AGENT][NEUTRAL] Monthly pay, so 5264 per month.
[CUSTOMER][NEUTRAL] For a single person, OK, do this policy expire on at any time?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Like, you know, a lot of them tell you to you're [PII] or [PII] or something like that. That's it, or.
[AGENT][NEUTRAL] Her details.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Well I'm just trying to see a certain age when it terminates itself.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um, for that, I would have to get you over to our customer service team, um, to answer that question because they are the ones that, um, deal with like the details and stuff of the policies and things like that, um, but from what I can see you.
[AGENT][NEUTRAL] Your own um individual coverage and um your rate is 52 64% per month, but we don't have any dependents or anything on your policy, but if you would like more details about your policy, um, I can definitely get you over to our customer service team if you'd like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want me to get you over to one of them?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK. All right. Give me one second. I will go, yeah, no problem.
[CUSTOMER][POSITIVE] Thank you you're very nice.
[AGENT][NEUTRAL] Thank you, um, I will go ahead and uh get to grab somebody from customer service, um, and then I'll make sure to come back and, you know, I'll explain everything to them so you don't have to explain it again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's free and billing. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good. Um, so I have a [PII] on the line, um, and she is calling asking about, um, like the details of her policy. She has a cancer policy and, uh,
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Intensive care policy, and she was asking about her coverage, and I, she said that her paperwork is showing that she has like family coverage and um when I looked in our system, it said she had individuals, but she's had the policy since [PII].
[AGENT][NEUTRAL] So, um she is maybe looking at old paperwork, um, but I did see for one of the policies that the one of the dependents was dropped in [PII], but she said she had two, but I think she thinks maybe she's paying too much for the coverage that she has.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] Uh, one of them is 100555.
[AGENT][NEUTRAL] That's for the cancer policy and the other for intensive care is 58,890.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Let me look at the application real quick.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, you, you can go ahead and transfer and I'll be looking it up while while.
[AGENT][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have [PII] on the line from our customer service team and she's gonna be able to assist you further with um your questions about those policies, OK?
[CUSTOMER][NEUTRAL] OK, you said her name is what?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII], OK, thank you.
[AGENT][POSITIVE] All right. No problem. It was a pleasure. You have a great day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Uh, good afternoon, Ms