AccountId: 011433970860
ContactId: 6117cf63-4926-4f17-8e71-4294e1722c65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461420 ms
Total Talk Time (AGENT): 244645 ms
Total Talk Time (CUSTOMER): 145299 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/6117cf63-4926-4f17-8e71-4294e1722c65_20250328T17:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. [PII]. Hi, this is [PII], and I'm a retired state employee and uh I need, I got to thinking about my policy that I have with you all and uh I'm not sure what I've got because I can't find my paperwork. Can I talk to you or do you need to direct me to somebody else?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] I can help you um as far as what, what you're needing to figure out as far as what you have and what we can do for you today, but before I proceed, can I get your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Thank you for that, Mr. [PII]. And what state do you currently reside in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your last name is [PII], Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, bear with me one moment. And what was your first name again, Mr. [PII]? I apologize.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, give me just a second. I'm gonna do a name search for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you happen to have a middle name, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I've located your information, um, but let's verify that it is in fact your policy. I need you to verify your date of birth and your mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the mailing address.
[CUSTOMER][NEUTRAL] I think this will be it. [PII].
[AGENT][POSITIVE] Thank you for that, and that is what.
[CUSTOMER][NEUTRAL] Or that at the time.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Is is that correct? Is that correct?
[AGENT][NEUTRAL] Yes, we've got the [PII]. Is it not a valid address for you anymore?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, I still get my mail there.
[AGENT][NEUTRAL] OK, and I'm also showing that we've got an email account can you verify that too, please?
[CUSTOMER][NEUTRAL] Well, uh, that's, I tried to get on there and I.
[CUSTOMER][NEUTRAL] And I didn't even realize I'd still had this policy to looked at my uh bank statement last month and I said I didn't even know I still had that.
[CUSTOMER][NEUTRAL] And, uh, so I couldn't, I couldn't begin to tell you.
[AGENT][NEUTRAL] It looks like [PII] was a [PII].
[AGENT][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] We have [PII]. Is that no longer a valid email?
[CUSTOMER][POSITIVE] No, that, that's correct that's the one I use.
[AGENT][NEUTRAL] That is correct. OK. Um, let me go back to your date of birth because I think we have your date of birth incorrect. You said it was [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]. We've got the [PII]. And what was the year?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, and then we've got [PII]. Bear with me while I fix your information. I apologize.
[AGENT][NEUTRAL] OK. So to to answer your question, you do have two policies with us. One's an intensive care policy. Give me just a second, it's making me put a note.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it only covers you, the intensive care policy and basically that one is in the event if you are admitted into the hospital and have to be transferred over to the ICC unit, that's what that intensive care policy will help. Um, it'll help pay towards the hospital stay. And it looks like you also have a cancer policy.
[AGENT][NEUTRAL] That is only covering you as well?
[AGENT][NEUTRAL] And that's in the event that you, if you concur cancer-related illness and seek medical treatment, you do have benefits that will help you with as far as what you're having done. If you're admitted into the hospital, you have a daily hospital benefit. And you also have chemo benefits in the event that you decide to take chemo.
[AGENT][NEUTRAL] In addition to those two riders, you also have a first occurrence. So the first time that you have an occurrence of a cancer-related illness is payable in the policy, you'll be paid a lump sum amount of $3000 and that's the first time you're diagnosed period. After that, that benefit rider will be removed, but you'll still have the other benefits available.
[CUSTOMER][NEUTRAL] OK, that's, that's what, that's, that's the reason I called because uh I'm on Medicare.
[CUSTOMER][NEUTRAL] And still have uh my health choice, uh, supplement policy.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And I don't believe that, I don't believe that these two policies will help me anymore when it gets right down to the point that makes sense.
[AGENT][NEUTRAL] Yes, sir. I understand. So are you wanting to cancel these today?
[CUSTOMER][NEUTRAL] Yes, uh, I mean, but yes, I, I'd like to, and I did this, this, I put those policies come to equal $39.90 a month, correct?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That is correct. Yes, sir.
[CUSTOMER][NEUTRAL] OK, but yes, I, I, I don't know why I hadn't looked this previously. I've forgot all about these policies and uh.
[CUSTOMER][NEUTRAL] Then I looked at my bank statement and I've seen that and I said, hmm.
[CUSTOMER][NEUTRAL] I said I don't think I need that anymore but that's what I that's what I was calling about.
[AGENT][POSITIVE] OK, well that's fine, Mr. [PII]. I can take care of that for you today. That's not a problem. So this is what we're gonna do. We're gonna go ahead and cancel both of these. You actually caught them before they were scheduled to draft again for next month, so they're gonna be canceled effective [PII]. Um, I'm gonna send you a confirmation letter on both of them. It does give you 10 business days if you decide to change your mind, you can contact us back to reinstate them within 10 business days.
[AGENT][NEUTRAL] But again, I will be sending a confirmation letter on both of these confirming they've been canceled effective [PII] the [PII] of this year and you shall not see any further deductions on this. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Uh, I just out of curiosity, what year did I get those policies?
[AGENT][NEUTRAL] Let me check. Hang on just a moment.
[CUSTOMER][NEUTRAL] It had to be in the, had been in the late [PII], early [PII].
[AGENT][NEUTRAL] You're actually got them through your employer, Oklahoma Department of Transportation.
[CUSTOMER][NEUTRAL] More than likely.
[AGENT][NEUTRAL] It looks like you took out the intensive care in [PII] and the cancer in [PII].
[CUSTOMER][NEUTRAL] OK, I thought I might have had them longer that. I wasn't sure and uh but no, that's that's all I need to do just cancel those and everything will be fine.
[AGENT][NEUTRAL] Yes sir, and there's nothing you need to do with the bank. Like I said, I'm canceling it today and I'm gonna send you a confirmation letter, so that will be your proof of cancellation. Just hold on to it for 30 days, um, but again there's nothing that should occur. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] All right, well, it's been a pleasure speaking to you and I hope you have a wonderful day as well.
[CUSTOMER][POSITIVE] OK, you're the same. Thank you.
[AGENT][POSITIVE] Thank you. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.