AccountId: 011433970860
ContactId: 502df4aa-5263-4846-9ac4-37709a0904ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430899 ms
Total Talk Time (AGENT): 145333 ms
Total Talk Time (CUSTOMER): 151560 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/502df4aa-5263-4846-9ac4-37709a0904ab_20250318T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was calling to give me a brief on what I have with the company.
[CUSTOMER][NEUTRAL] My coverage and amount in office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you said your name is [PII]?
[CUSTOMER][NEUTRAL] B O N I T A Jackson, huh? Uh-huh.
[AGENT][NEUTRAL] [PII], OK, and what's your policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't know it.
[AGENT][NEUTRAL] OK, can I search by your, what's your last name? I'll search it by your name. [PII], did you say? OK.
[CUSTOMER][NEUTRAL] [PII], uh-huh, I'm looking through some paper, but I don't see anything where it says policy number.
[AGENT][NEUTRAL] And what state do you reside?
[CUSTOMER][POSITIVE] Oh wait a minute. He was just right here, baby.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 009496
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Intensive care rider. OK.
[CUSTOMER][NEUTRAL] The cancel policy.
[AGENT][NEUTRAL] OK, so this is a cancer OK, what's your date of birth and mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code? Thank you. And do you have an email address on file that you can verify?
[CUSTOMER][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] Uh, we look at that [PII].
[CUSTOMER][NEGATIVE] OK, this is not a light.
[AGENT][NEUTRAL] I'm gonna repeat that.
[AGENT][NEUTRAL] Mm. You said [PII]. [PII], [PII]?
[CUSTOMER][NEUTRAL] Dealing
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And you're right, it's not a life policy, it's a cancer policy.
[CUSTOMER][NEUTRAL] This is all this is the cancer. It's, it's just care uh.
[CUSTOMER][NEUTRAL] So this is not a life insurance.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] This is just a, OK, this is just a rider for $34 a month.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Can this be canceled?
[AGENT][NEUTRAL] Um, it's an individual policy, so I mean, you know, if you choose to cancel it, you can.
[CUSTOMER][NEGATIVE] Because there's no, no cash value or nothing on this right here. It's just the policies are being canceled.
[AGENT][NEGATIVE] Yeah, there's no cash value under a cancer policy.
[CUSTOMER][NEGATIVE] OK, I was wondering, I'm gonna hold cause I'm trying to figure out what, what is this, uh, I, I had, I couldn't figure out what it was, and I'm like, what is this? I'm paying $34 but I got Medicare and I got my Blue Cross Blue Shield, so I'm wondering about that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Well, that should cover everything I need.
[AGENT][NEUTRAL] OK, because you had this, I think when you were with Monroe City School District.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] And you, you, you converted it to an individual policy?
[AGENT][NEUTRAL] Did you retire?
[CUSTOMER][NEUTRAL] I guess whatever that I did.
[AGENT][NEUTRAL] Did you retire? OK, so whenever you retired, yeah, you have the option of keeping the policy yourself as an individual, and that looks like what happened.
[CUSTOMER][NEUTRAL] I did, yes.
[CUSTOMER][NEGATIVE] This one's not gonna pay no more than the other this damn time. So I think I'm gonna cancel this one.
[AGENT][NEUTRAL] OK. Do you want to cancel it now?
[CUSTOMER][POSITIVE] Oh I can if that's that's OK with you.
[AGENT][NEUTRAL] OK. No, if it's OK with you, that's your policy.
[CUSTOMER][NEUTRAL] But let me ask you, let me ask you this, let me, let me ask you this. Let me ask you this. The on this right here, um, it doesn't do, um, home health.
[AGENT][POSITIVE] Yes, yes. Sure.
[CUSTOMER][NEUTRAL] It does, it doesn't, it doesn't do any home health service. Uh, my next question is, um.
[CUSTOMER][NEUTRAL] Nurses' assistant, it doesn't do any of that, correct.
[AGENT][NEUTRAL] Let me pull up the policy and then I can verify that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So all this.
[AGENT][NEUTRAL] Yeah, I am showing a home healthcare benefit, but since it's a pol since it's a cancer policy, it says that we will pay the indemnity amount shown in the schedule of benefits for home health care required due to cancer, which is, you know, so.
[AGENT][NEUTRAL] There is a benefit for home health, but it has to be, uh, as a result, you know, that you have a cancer diagnosis and as well as an extended care facility benefit as well.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Under the policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And the drug part of it.
[AGENT][NEUTRAL] Mhm. So, um,
[AGENT][NEUTRAL] As it relates
[CUSTOMER][NEUTRAL] Everything has to be
[AGENT][NEUTRAL] Yes, since it's a cancer policy.
[CUSTOMER][NEUTRAL] Oh, I'll call you back.
[AGENT][NEUTRAL] OK, all right, no worries and let me look at something else.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I think you mentioned it earlier.
[AGENT][NEUTRAL] So there is the hospital intensive care unit [PII] and uh.
[AGENT][NEUTRAL] There's a critical illness [PII].
[CUSTOMER][NEUTRAL] Is it, but all it has to be related to.
[CUSTOMER][NEGATIVE] To cancel for.
[AGENT][NEUTRAL] You know, the critical illness [PII].
[AGENT][POSITIVE] Yes, ma'am. That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll call you back because I'm like, what this is $34.
[AGENT][POSITIVE] It's always a good policy to have though, um, you know.
[CUSTOMER][NEUTRAL] Right, right, I don't, I mean, I don't pay it at 6, but I was 58, so 68 going on 69 now, so I'm like, oh well.
[AGENT][NEUTRAL] Yeah, but so just call us back, yeah, whatever you decide to do.
[CUSTOMER][NEUTRAL] I just looked.
[AGENT][NEUTRAL] You know, just let us know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I, when I stop you, whatever, I'll let you know though. Thank you so much.
[AGENT][POSITIVE] OK, you're welcome, but need if no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] You too