AccountId: 011433970860
ContactId: 56af1714-1ea9-4c11-ba66-d92f60de374d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1047098 ms
Total Talk Time (AGENT): 363416 ms
Total Talk Time (CUSTOMER): 487113 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/56af1714-1ea9-4c11-ba66-d92f60de374d_20250312T12:26_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Uh, yes, good morning. How are you?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] Good. My name is uh [PII]. I live in [PII].
[CUSTOMER][NEUTRAL] I've been a long time.
[CUSTOMER][NEUTRAL] Uh, member of your company with a cancer policy. I need to talk to you about it.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, uh, yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh 670-675.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Verify your date of birth and your complete mailing address for me, please?
[CUSTOMER][NEUTRAL] [PII]. Mailing address is [PII].
[AGENT][NEUTRAL] And do you have an email address on file that you can verify?
[CUSTOMER][NEUTRAL] No, no email.
[AGENT][NEUTRAL] OK, give me your um your address again.
[CUSTOMER][NEUTRAL] [PII]. Previously, uh, previously I lived in [PII].
[AGENT][NEUTRAL] OK, I'm showing a different
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. All right. Thanks for that information. How can I help you?
[CUSTOMER][NEUTRAL] OK. Uh, I moved 10 years ago, by the way, to my new address. If you wanna make the change. Uh, here, here's my.
[AGENT][NEUTRAL] OK, I don't show the policy is active, so.
[CUSTOMER][NEUTRAL] I mean, I pay on it every month.
[AGENT][NEUTRAL] Yeah, the policy number that you provided, I'm showing it it termed on [PII]. Do you have another and this was under [PII] and showing you as a dependent. Right, right. OK.
[CUSTOMER][NEGATIVE] Yeah, yeah, she died. She died, she died.
[AGENT][NEUTRAL] I don't show the policy is active. Let me see.
[CUSTOMER][NEUTRAL] Well, how, how do I get?
[CUSTOMER][NEGATIVE] Either, either make it active or give my money back because I've been paying on it ever since.
[CUSTOMER][NEUTRAL] $55.10. Pardon me?
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, we've not deducted premiums since [PII] from this policy.
[AGENT][NEGATIVE] So you're not paying on this policy.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] What, what could, could I have a spousal policy?
[AGENT][NEUTRAL] Yeah, I'm showing both, both are no longer you or your uh deceased spouse are no longer active on this policy under this policy number.
[CUSTOMER][NEUTRAL] Well, OK, every month you take out $55.10 for my checking account.
[AGENT][NEUTRAL] OK, do you have a policy with Grand Prairie?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] She worked for Grand Prairie uh ISD.
[AGENT][NEUTRAL] Because
[AGENT][NEGATIVE] I'm showing a note in the system says that send a letter advising that insured that since Grand Prairie termed with us, this policy cannot be continued. So apparently the employer she used to work with, they termed with us completely, the entire group, and so the note says that since Grand Prairie termed with us, the policy cannot be continued.
[CUSTOMER][NEUTRAL] OK, once again.
[CUSTOMER][NEUTRAL] Where is my money gone for the last since [PII]?
[CUSTOMER][NEUTRAL] To your company, $55.10 every month around the [PII].
[AGENT][NEUTRAL] OK, so you would first, you would first probably need to verify from your bank what which entity is deducting from your account.
[AGENT][NEUTRAL] Because it's not [PII], I don't show that any premiums have been deducted since [PII].
[CUSTOMER][NEUTRAL] Every month it says on my checking account, uh American Public Life, [PII].
[AGENT][NEUTRAL] You have a copy of that in your hand right now?
[CUSTOMER][NEUTRAL] No, all I have is your business card.
[AGENT][NEUTRAL] OK, can you provide us something that shows that we're deducting money from this, this account?
[CUSTOMER][NEUTRAL] I haven't
[AGENT][NEUTRAL] Because I don't show that.
[CUSTOMER][NEUTRAL] Well, I'm kind of in a pickle here because uh it goes out every month.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] 55 cents.
[AGENT][NEUTRAL] Uh-huh. You said $55.10?
[CUSTOMER][NEUTRAL] OK, somebody's getting.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Every month.
[CUSTOMER][NEGATIVE] I need your help. I'm really in trouble here.
[AGENT][NEUTRAL] Yeah, I'm trying to help, but the premiums was $45.40.
[CUSTOMER][NEUTRAL] Yeah, I know you are.
[AGENT][NEUTRAL] When you, when the, when the policy was active with us, the premiums were $45.40 not 5510.
[CUSTOMER][NEUTRAL] How much?
[CUSTOMER][NEGATIVE] Well, that's what I that's what I get charged every month.
[AGENT][NEUTRAL] OK, can you send us a copy of something that shows that it's being deducted by APL because I don't show that GM.
[CUSTOMER][NEUTRAL] OK, I, I can't, here, here's the deal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, the way that the way the banks work now, they don't send you copies of anything. They just, if you call the bank and get an automated teller, they'll tell you what's been deducted, OK?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And they will
[CUSTOMER][NEUTRAL] But they don't
[AGENT][NEUTRAL] They can also
[CUSTOMER][NEGATIVE] They don't show you any
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] No, you go ahead.
[AGENT][NEUTRAL] I was gonna say they can also tell you which entity is deducting that amount from your check.
[CUSTOMER][NEUTRAL] If it's not you, who else could it be?
[AGENT][NEUTRAL] And that's what I'm saying they should be able to let you know who's deducting that $55.10 from your account.
[CUSTOMER][NEUTRAL] OK, can you, is there any way you can look at your company, uh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And see if under my name or her name, there is a policy that is effective, active.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah,
[AGENT][POSITIVE] Like an active policy. OK, I can do that.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] OK. It may be.
[CUSTOMER][NEUTRAL] A different policy number which I don't have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Did you, did you have more than one policy with APL?
[CUSTOMER][NEGATIVE] because she, she, she passed, she passed, she passed away and they may have when it went to my name, they may have put into um a name I, you know, another policy. Every time I call.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] I talked, I talked to two lovely ladies, uh [PII].
[CUSTOMER][POSITIVE] was one of them and a twin sister had a similar name, or maybe not a twin sister, but it was a sister, uh, [PII] and [PII] or something like that, uh, they talked so good in Mississippi, uh, dialogue. I always love talking to them. I talked to him for years.
[AGENT][NEUTRAL] Yeah, so the
[AGENT][NEUTRAL] Yeah, so there is a different policy number, so you may want to make note of this.
[CUSTOMER][NEUTRAL] You do, you do find it?
[AGENT][NEUTRAL] Yes, and it is 5510.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] And the premium amount is $55.10.
[CUSTOMER][POSITIVE] OK, so you found it. Well, thank you very much for your work. Now,
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So let me give you the policy number so you can write this down and that way you'll have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I gotta talk about something else when you get, when you get through with that. Go ahead, go ahead and get.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so it's 744.
[CUSTOMER][NEUTRAL] Give me the policy
[CUSTOMER][NEUTRAL] Oh hold on. I'm going slow.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 744, what else?
[AGENT][NEUTRAL] 439.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh the number?
[AGENT][NEUTRAL] Well, you could put 20s in front of the 7, but it's not necessary when you call us. You can just give us the 7.
[CUSTOMER][NEUTRAL] 22, 207-444-39, right?
[AGENT][NEUTRAL] 7
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Now,
[CUSTOMER][POSITIVE] Oh, well, thank you for going to.
[AGENT][POSITIVE] Sorry about that, yeah.
[CUSTOMER][NEUTRAL] God, God bless you for now, so I do have a policy. I do have a policy. It's in my name, it's a different number. It is 550 a month. Now, how do you, how, what, what do you do to get your money? Do you go directly to my checking account or do you go through a debit card?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which is linked to my checking account. That's the next question.
[AGENT][NEUTRAL] Yeah, who is your bank?
[CUSTOMER][NEUTRAL] Wells Fargo.
[AGENT][NEUTRAL] OK, so it's coming out of a uh an account at the bank.
[CUSTOMER][NEUTRAL] yeah, my checking account, personal checking account, and yeah.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] So what are you saying it comes out.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] It doesn't come through a card?
[AGENT][NEUTRAL] It's a checking account.
[CUSTOMER][NEUTRAL] Good. Well, here's the whole, the whole reason I started this conversation was a week ago, I had an unauthorized charge on my debit card.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] So I called the bank and I uh told them and they said, OK, we're gonna cancel the card. And they said, contact all of your direct pay.
[CUSTOMER][NEUTRAL] Which is you
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, and notify them in case they were using your debit card, because it'll, it'll stop. And so that's why, that's the whole, whole purpose of the call originally was to find out.
[CUSTOMER][NEUTRAL] Um, you know, how you got your money. But you, you've answered that, you've answered the question. I do have a policy, it has a new number, it does come through the checking account directly, right?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Now, can you send me a policy? I've never had a policy. All I have in my possession is one little business card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] With the old
[CUSTOMER][NEUTRAL] The old policy number, which is no longer active under [PII]'s name, which is no longer active, and that's all I've got. Please send me a policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see. Give me 1 2nd.
[CUSTOMER][NEUTRAL] You want my address?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, if you could repeat your address, I do have [PII] and I missed what you said after that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] OK, can I repeat that back to you to make sure I've written it down correctly? So I have [PII].
[CUSTOMER][NEUTRAL] Go ahead, please, please.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so we can update that information and then let me check on your policy too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. The, the, no, no, by the way, does [PII] and her sister still work for you?
[AGENT][NEUTRAL] I'm sorry, I didn't mean to scare you.
[AGENT][NEUTRAL] [PII] does. I'm not sure who her sister is.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, I think she had a sister cause it's, they both sound pretty much the same.
[CUSTOMER][NEUTRAL] And the names are real similar.
[AGENT][NEUTRAL] And I do see a a policy here so we can get that mailed. Do you want it mailed to you? Yeah.
[CUSTOMER][NEUTRAL] Anyway,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't, I don't have email.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] So we can.
[CUSTOMER][NEUTRAL] Just old fact, I'm [PII] old, [PII] next month. You gotta bear with me. I, I'm not into the new technology stuff.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEGATIVE] I hate it. Old people don't like changes.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] If it ain't broke, don't fix it.
[AGENT][POSITIVE] Correct. I understand that.
[CUSTOMER][NEUTRAL] You bet.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] You'll get old, you'll get old someday if you're lucky.
[AGENT][NEUTRAL] Almost there.
[CUSTOMER][NEUTRAL] Not [PII].
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Huh
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But you've been so courteous and so patient. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] You know, Miss say people are just good people. They're not possibly damn, damn Yankees.
[AGENT][NEUTRAL] Yes, we are.
[AGENT][NEUTRAL] OK, so I show that address under this policy number already, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And so what
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then I'm gonna request that a copy of the policy certificate um be mailed to that address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh let me do that now while I have you here.
[CUSTOMER][NEUTRAL] You know, my grandchildren say I live under a rock, cause I'm the only guy they know that doesn't have a computer.
[AGENT][NEUTRAL] And that may be a good thing that you don't.
[CUSTOMER][POSITIVE] I think it's a really good thing.
[CUSTOMER][NEUTRAL] You, you, you mark my words. The computer is gonna bring us down one of these days. You wait and see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, kind of love it and, and not love it all at the same time.
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] Yeah, I'm, I'm
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You know, I like them, but I'm kind of old school as well. Uh, doesn't require all of that for me.
[AGENT][NEUTRAL] All this technology.
[CUSTOMER][POSITIVE] Yeah. Good, good.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I still write checks.
[CUSTOMER][NEUTRAL] I, I do too.
[CUSTOMER][NEUTRAL] Uh, I do.
[AGENT][NEUTRAL] See, almost done.
[CUSTOMER][POSITIVE] Good, you've been very helpful.
[CUSTOMER][POSITIVE] Very patient.
[CUSTOMER][NEUTRAL] It's Southern girl.
[AGENT][NEUTRAL] Do I sound Southern?
[CUSTOMER][MIXED] Yeah, you do, but not as much as delicious. Well, they really did. Oh my gosh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] In fact, if you ever, if you get a chance to tell her, tell her I call.
[AGENT][NEUTRAL] OK, I will, I will do that.
[CUSTOMER][NEUTRAL] And talked about it, yeah.
[CUSTOMER][POSITIVE] She was a sweetheart.
[CUSTOMER][NEUTRAL] Both of them were.
[AGENT][NEUTRAL] She is.
[CUSTOMER][NEUTRAL] She'll remember me.
[AGENT][NEUTRAL] I'm sure she will.
[CUSTOMER][NEUTRAL] Yeah, they always do.
[CUSTOMER][NEUTRAL] That old white guy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You made my day.
[AGENT][POSITIVE] Oh, I am glad about that. That's what we're here for, to, to, to make it happen.
[CUSTOMER][POSITIVE] Yeah, you're, you're making my day.
[CUSTOMER][POSITIVE] Yeah, you, you made it there.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] It, it took you a while, but you're persistent, you, you stayed with it.
[AGENT][NEUTRAL] And I should have thought about that checking your name to see if there was another policy.
[CUSTOMER][POSITIVE] Yeah, that's true, that's it. Yeah, that's OK. You did it.
[CUSTOMER][NEUTRAL] Should have done this a long time ago, probably.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, so we have made that request, um, [PII], and so.
[CUSTOMER][POSITIVE] Good.
[AGENT][POSITIVE] They will take care of that for you or we will take care of it for you a different area.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][NEUTRAL] And did you have any other questions?
[CUSTOMER][NEUTRAL] No, you've done it all.
[AGENT][POSITIVE] All right, very good. Well, you have a wonderful day.
[CUSTOMER][NEUTRAL] Same I will, and same to you.
[AGENT][POSITIVE] All righty, sir. Thank you so much.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Uh bye bye.