AccountId: 011433970860
ContactId: 5c23b183-7ce0-4da1-b954-edf8a07b5892
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388019 ms
Total Talk Time (AGENT): 163218 ms
Total Talk Time (CUSTOMER): 181037 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/5c23b183-7ce0-4da1-b954-edf8a07b5892_20250213T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], this is [PII], and I have two policies with y'all, and I need to check on them. Uh, I had found a letter. I, I wanna just make sure they're OK and then to see if you could send me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A copy of the policy, like I don't have anything.
[CUSTOMER][NEUTRAL] Physical. One, our school, when I retired from Lincoln Parish schools, they're continuing to draft it for me, but I, I can't find the actual policy of what it is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Oh.
[AGENT][NEUTRAL] OK, yeah, let's take.
[CUSTOMER][NEUTRAL] And I was wondering if you could look it up and tell me what I've got.
[AGENT][NEUTRAL] Yeah, let's take a look. Do you have a policy number by chance?
[CUSTOMER][NEUTRAL] I don't, I don't, uh, do you need like my social security number?
[AGENT][NEUTRAL] Um, let me see. I may have found you here. Give me just a second. What is your date of birth, [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you so much and then if you could just verify with me also the address we would have on file.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you so much. OK.
[CUSTOMER][NEUTRAL] And I pay one it's it I've got that in uh in my mind semiannual.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, I would have to look.
[CUSTOMER][NEUTRAL] For 3120.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Cause it looks like you have two different policies with us, [PII]. It looks like there's one like an intensive care.
[AGENT][NEGATIVE] And then the other one looks like it's a cancer.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So the 3120 premium is for the intensive care one it looks like.
[CUSTOMER][NEGATIVE] OK, and the other one is a cancer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and how much is it?
[AGENT][NEUTRAL] The premium on that is, yeah, $35.30.
[CUSTOMER][NEUTRAL] 30 something.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so is there something you can you.
[CUSTOMER][NEUTRAL] Send me something I can put in my files, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I don't know what it covers and.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Yeah, absolutely. So.
[CUSTOMER][NEUTRAL] If something happens to me, the kids will know where to go.
[AGENT][NEUTRAL] Yeah, I
[AGENT][POSITIVE] I can email it to you or we can um put in a request to have it mailed to you the policy certificates so whatever you think is better for you, I'm happy to do that.
[CUSTOMER][NEUTRAL] Um, let's just put it in the mail.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That would probably be better.
[AGENT][NEUTRAL] OK, yeah, absolutely. And did you want to write down the policy numbers just to
[CUSTOMER][NEUTRAL] Or I guess
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so the first one will be the intensive care and that policy number is 64032.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the other one is going to be 748.
[AGENT][NEUTRAL] 957.
[CUSTOMER][NEUTRAL] 748957
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So I will um
[CUSTOMER][NEUTRAL] I don't have a printer.
[AGENT][NEUTRAL] Yeah, I'll put in a request to get it mailed to you so.
[CUSTOMER][NEUTRAL] I was thinking if I should do.
[CUSTOMER][NEUTRAL] OK, that'll be great and this and does it show there, there, that one's on automatic draft and the other one that.
[CUSTOMER][NEUTRAL] They send me a paper copy to bill.
[AGENT][NEUTRAL] Yeah I believe so let's see the one.
[CUSTOMER][NEUTRAL] Must that must be the intensive care.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That I do every 6 months.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, I do see that and everything is active, [PII]. There's nothing that um is lapsed or anything like that, so you're good on that, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So yeah, I don't see any issues or concerns. Did you have any other questions?
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][POSITIVE] No, I think I'm good. Um.
[CUSTOMER][NEUTRAL] Somebody, I can't remember who it was that had said, you know, they didn't know why I had bows.
[CUSTOMER][NEUTRAL] You know, that I ought to get rid of one of them and I thought, well,
[CUSTOMER][NEUTRAL] I mean, one is just intensive care.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And the other is if I get cancer, and you never know when that's gonna happen.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If it happens,
[AGENT][NEUTRAL] And honestly, I mean, the intensive care sometimes can help if, uh, you know, there was an unfortunate circumstance where you were diagnosed with cancer. It might pick up some of the other costs too if, you know, the cancer didn't cover it all too.
[CUSTOMER][NEUTRAL] I mean it
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, you know, it's just.
[CUSTOMER][POSITIVE] It's like insurance always has been. It's just good when you need it, you know, you have to, it's just that old saying, so we gotta have it. So, OK, well, [PII], thank you so much. I appreciate it and I look forward to getting these and I can take that off my list of to do.
[AGENT][NEUTRAL] I hear you. I know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, [PII], my pleasure. I hope you have a nice rest of your day.
[CUSTOMER][POSITIVE] Thank you and you too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.