AccountId: 011433970860
ContactId: 53193d08-174f-4f1f-957b-e1eb371fd27a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 631940 ms
Total Talk Time (AGENT): 222977 ms
Total Talk Time (CUSTOMER): 373680 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/53193d08-174f-4f1f-957b-e1eb371fd27a_20250121T16:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is how may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] in [PII]. How are you today?
[AGENT][NEUTRAL] I'm doing fine, sir. How are you doing, sir?
[CUSTOMER][NEUTRAL] I, I am just well, but I got a quick question for you.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] I got a, well, let me, I got a I got a check the other day and it says refund of premium received on expired policy and it's got a policy number and it's 007.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 245-03
[CUSTOMER][NEUTRAL] And I think I understand what I need to do, but I will make sure.
[AGENT][NEUTRAL] OK. All right, Mr. [PII], can I please get, um, I'm sorry, [PII], can I please get your callback number just in case our call gets dropped? I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, sir. Let me pull in that policy real quick.
[CUSTOMER][NEUTRAL] I think I know what's going on, but I just need to make sure that I continue to send the correct amount, you know, for the rest of it.
[AGENT][NEUTRAL] OK, let's look.
[CUSTOMER][NEGATIVE] I just didn't wanna take it on myself to do that and and it not be.
[CUSTOMER][NEUTRAL] No they not.
[AGENT][NEUTRAL] OK, I'll need for you to please verify the policy for me, um, for security reasons can you give me your date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Well it should be fine.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's where this check came to, and that was not where I lived, obviously when I had the policy a long time ago, but uh and of course.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would probably be this [PII].
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] And then one last verification, can you give me your email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It should be [PII] without any Is in it. It should be [PII].
[AGENT][POSITIVE] Yes sir, that's what I have. Thank you so much for verifying.
[CUSTOMER][NEUTRAL] And probably the one that's is that it? OK, OK.
[AGENT][NEUTRAL] Yes, sir. That's it. All right. Let me look and see about that check that you received.
[CUSTOMER][POSITIVE] All right, good.
[CUSTOMER][NEUTRAL] See, I've got several policies. I've got this one, which is an accident expense. Then I've got another one that's a uh like a specified disease or cancer expense, and there may even be an ICU policy in there. I don't know, but I've been sending, it's 9821, I think a month is what, what it's been. And I think what this one says is that it expires, yeah, on the
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it says it expires on the policy anniversary following your [PII] birthday, and our records indicate you reached this age, blah blah blah. So I think what I show here is that that's [PII], I show that that's $22.31 a month. So I think that I would just knock that off of 9821 and just continue to pay whatever the difference is, if that's correct, because this uh.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] The cancer expense insurance is still, you know, that would still be in effect.
[CUSTOMER][NEUTRAL] Let's see I've got a copy of that policy in front of me.
[AGENT][NEUTRAL] OK. So
[AGENT][NEUTRAL] Let me make sure that I'm understanding this correctly um.
[AGENT][NEUTRAL] You're, you were wanting the refund of premium to go to pay another policy, is that correct?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, I've got the, they sent me a refund check for $44.62 which would be exactly twice this 2231. And I just wanna make sure what I need to continue.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] And I need to make sure that these other policies are still in force. I'm looking at one that's, uh, it says limited benefits, specified disease cancer expense. It is, uh, level 2 and it says 784013 is the policy number on it.
[CUSTOMER][NEUTRAL] And it's 5790 a month.
[AGENT][NEUTRAL] Yes, I
[AGENT][NEUTRAL] Yes, I do see that policy is active and paid to uh [PII], and then I also see your intensive care policy is also active and paid to [PII], so you just need information on the accident policy on how you can continue the accident policy, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I don't want to continue this accident policy. I don't need to continue it, you know, because it says that the coverage expires on the policy anniversary. So I don't guess I can renew that and I'm not worried about that one. I just need to know what the
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It looks like this this uh.
[CUSTOMER][NEUTRAL] It looks like I should be 5790. Let me look here.
[CUSTOMER][NEUTRAL] For that one plus another $18 for that one it looks like I should owe you $7590 a month now instead of $98.21 dollars, is that right?
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's correct. Yes, sir.
[CUSTOMER][NEUTRAL] OK, so I just need to, OK, so I just need to change. I've just got a draft. I mean, I always have for 9821. I just need to change that to 7590, and I'm good, right?
[AGENT][NEUTRAL] Right, um, and actually the policy that lapsed, um, because of your age will no longer draft for you, so the other two will be the only two that would draft.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK, I thought it just all it shows on my thing. They just all come out.
[CUSTOMER][NEUTRAL] What it does, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Well, it just changed ever, ever, I don't guess y'all could change it from your end though or you already would have because it had drafted this 9821. Let me look on this and see exactly how that is.
[CUSTOMER][NEUTRAL] Uh I don't think it's set up as a recurring payment. I think it's set up as a draft, is it not?
[AGENT][NEUTRAL] The way
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Let me look for you, sir, on both the policies and that way.
[CUSTOMER][NEUTRAL] I, I, yeah, I guess we just need to change that on your end.
[AGENT][NEUTRAL] Let's look.
[CUSTOMER][NEUTRAL] You get right down to it.
[CUSTOMER][NEUTRAL] I was thinking that I could do it right here, but I don't think I can.
[AGENT][NEUTRAL] OK, I show that your intensive care policy is set up to draft.
[AGENT][NEUTRAL] On the [PII] of the month.
[AGENT][NEUTRAL] Give or take a couple of days for the bank to process it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then let's look at your.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's all coming out at [PII] time here is what it shows.
[CUSTOMER][NEUTRAL] This shows that it says American Public Insurance premium, uh, it's an ACH debit, and it's $98.21. So that'll have to be changed from your end, I guess, just, just got off the.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Right, and I, yes, I see what you're saying, but the way the policies are set up, they're set up to individually, we have on our end, when you look at the policy, there's a field for us to say to draft for this policy or not to draft for this policy.
[CUSTOMER][NEUTRAL] See what I'm saying?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And on your accident policy, it is not checked to draft. So the only two that will draft because those are set up to draft is your intensive care and your uh cancer policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] time is why I charged these 2 months then is that correct?
[CUSTOMER][NEUTRAL] Because see it's been drafted the whole time.
[CUSTOMER][NEUTRAL] Somebody has changed something, yeah, because it's been, it was drafted, it was drafted as recently as uh [PII], 9821 came out of it, of course, we're not there this month. So what you're saying this month, I should see that draft, it should say only 7590.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Right, correct. That's correct.
[CUSTOMER][NEGATIVE] Yeah, because it shouldn't do the other one. I shouldn't, OK, I shouldn't have changed anything then. So.
[AGENT][NEUTRAL] No, sir. No, sir. We have it taken care of on this end to make sure that your accident policy will not ever draft again.
[CUSTOMER][NEUTRAL] OK, OK, well that's.
[CUSTOMER][NEUTRAL] OK, well then I'm good then I'll just pay attention to it and make sure that it works and we'll be good. One other quick question, I see that these policies were all written by a representative named [PII], who's best I recall, lived in [PII]. Is she still around or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I
[CUSTOMER][NEUTRAL] Who would my agent be now if I needed somebody.
[AGENT][NEUTRAL] Oh, I am not sure. Let me see if I can find her.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Let me see if I can find her real quick.
[CUSTOMER][NEUTRAL] Her name was [PII], and I've got a phone number here, but I haven't talked to her in, in several years. I, I didn't even know if she's still active or not.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, let me look and see if I can find her.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I guess she, she's probably retired by now, but.
[AGENT][NEUTRAL] Yeah, I'm not able to pull her up by her name, sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, I bet she is then. OK, well, I've got your, your number, your customer service number and all that kind of stuff, so I'd be good if I ever needed anything. So we're good then. Well, I certainly appreciate your help. I appreciate your help this morning. I hope you have a wonderful week.
[AGENT][NEUTRAL] Mhm. Yes, sir.
[AGENT][POSITIVE] Yes, sir. Absolutely.
[AGENT][POSITIVE] You too, Mr. [PII], we appreciate you being an APL customer for as long as you have. I'm glad I was able to help you today.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] About a million years.
[CUSTOMER][POSITIVE] OK. Well, thank you very much. I am too. All right, sweetie, thank you. Goodbye.
[AGENT][POSITIVE] I'm glad I was able to help you. All right. You take care, sir.
[AGENT][POSITIVE] You're welcome. Bye-bye, sir.