AccountId: 011433970860
ContactId: 617474a6-dd0d-4f27-a89f-6f1c0720fc3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1265119 ms
Total Talk Time (AGENT): 334499 ms
Total Talk Time (CUSTOMER): 260041 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/617474a6-dd0d-4f27-a89f-6f1c0720fc3f_20250331T21:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to verify that I have a cancer policy and not just a life life insurance with you all.
[AGENT][NEUTRAL] OK, I can check and see what policies you have with us. And may I have your name and a callback number just in case we get disconnected? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK. And what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have a policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, let me look and see if I wrote it down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mm, no, I don't, I don't.
[AGENT][NEUTRAL] OK. Bear with me just a second. I have to do a search. One moment.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] How do you spell your first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Um, may I have your date of birth, mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What's the mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Drive
[CUSTOMER][NEUTRAL] Monroe, Louisiana.
[CUSTOMER][NEUTRAL] 71
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] OK, so you have one active policy with us. Let me look at this one and see what is it for. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's gonna be a minute because this is one of our old policies, so it's a little bit different. Um, let me check exactly what covers.
[AGENT][NEUTRAL] I see so.
[AGENT][NEUTRAL] So there is a specified in cancer expense policy.
[CUSTOMER][NEUTRAL] I spoke to
[AGENT][NEUTRAL] So it has, it's a specified disease and cancer expense policy.
[CUSTOMER][NEUTRAL] It's what?
[CUSTOMER][NEUTRAL] meaning uh cancer.
[CUSTOMER][NEUTRAL] Is it the, the depth.
[CUSTOMER][NEUTRAL] Policy is a
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] A light term life, whole life.
[AGENT][NEUTRAL] No, this is not a life policy. This is your cancer policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright and um I did I did make a note that you all were supposed to email me a user guide.
[CUSTOMER][NEUTRAL] So I'm just looking through my
[CUSTOMER][NEUTRAL] Email to see if I was if I got that.
[AGENT][NEUTRAL] OK, when you say
[CUSTOMER][NEUTRAL] I don't see it yet. You think it would have been if I talked to you on Thursday, you think it would have been here?
[CUSTOMER][NEUTRAL] Emailed already.
[AGENT][NEUTRAL] If it, if it was gonna be email, yes. And and when you say user guide, what type of user guide it is like for online or are you talking about a policy certificate?
[CUSTOMER][NEUTRAL] Just, uh, it says, well, I wrote down emailing user guide.
[CUSTOMER][NEUTRAL] And then I have um.
[CUSTOMER][NEUTRAL] Cancer in parentheses, but what threw me off was when I, when we saw life.
[CUSTOMER][NEUTRAL] On there.
[AGENT][NEUTRAL] That's because the name of the company is American Public Life, but we have many, many products. Um, but I can go ahead and request a policy certificate. Let me see if that's what you were needing. Bear with me just a second, let me go through the notes, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Let's see. OK, yes, I see here on the [PII], and that was requested over to customer service. Um, I see they're still working on getting that policy sent to you. So it has not been sent just yet because again, this is an old policy, so they have to create a whole new document to send it out to you. So they're working on it right now, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, do, do we have
[AGENT][POSITIVE] So it should be going out shortly. You're welcome. Yeah.
[CUSTOMER][NEUTRAL] Oh, my policy number. Can I
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you give me my policy number? OK.
[AGENT][NEUTRAL] Sure. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so that's 519-711.
[CUSTOMER][NEUTRAL] 519.
[AGENT][NEUTRAL] Yes, 519-711. Mhm.
[CUSTOMER][POSITIVE] Definitely
[CUSTOMER][NEUTRAL] 711.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today? Mhm.
[CUSTOMER][NEUTRAL] I ask
[CUSTOMER][NEUTRAL] I see I got um
[CUSTOMER][NEUTRAL] Some correspondence from you by email.
[AGENT][NEUTRAL] Um, it's, it looks like there.
[CUSTOMER][NEUTRAL] It's saying that
[AGENT][NEUTRAL] Uh, go ahead.
[CUSTOMER][NEUTRAL] It's saying that it is attached to this email so I do have something.
[CUSTOMER][NEUTRAL] I do have a guide here. I just, I just saw it, it said yesterday at [PII]. I got it.
[AGENT][NEUTRAL] So you
[AGENT][NEUTRAL] OK, perfect then. um are you able to see it? Are you able to open it?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, let me try.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's opening.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] It's not a certificate though. It is just.
[CUSTOMER][NEUTRAL] It's just, yeah, it's just showing me how to go online to look at it.
[AGENT][NEUTRAL] Uh, OK, so that's an online, um, how to set up your account guide. Uh, so it's not a certificate, and, but I do see that there is a request for a certificate.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] So she sent the instructions for the uh online service center but she requested that that certificate. The certificate is gonna go out by mail.
[CUSTOMER][NEUTRAL] By mail, so I can expect to see that in probably a week.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I would say about, about a week, um, give it about a week or a week and a half. Again, and they all have to create um create all this stuff like print it out because since it was a a form, it was an old form, so they have to recreate it again and it takes a little bit longer than just a regular, you know, certificate, the, the newest ones. So um it's, it's they're working on it, it's not quite just yet made up. OK, so we just need to go ahead and get it going so we can send it to you, OK?
[AGENT][NEUTRAL] So give it about, I would say a week to 1 week and a half.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I, mhm, go ahead.
[CUSTOMER][NEUTRAL] All right, and
[CUSTOMER][NEUTRAL] Um, I was just trying to see if there was.
[CUSTOMER][POSITIVE] If, if it was if it was a, uh, ordinary cancer policy or life, so I, I got it now. Thank you so much.
[AGENT][NEUTRAL] You're welcome. Yes, but it's only a cancer policy. It doesn't have any life benefits, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm, and I did not I did ask and I noted that you do the wellness reimbursement.
[AGENT][NEUTRAL] Uh, let me see, make sure that's correct.
[CUSTOMER][NEUTRAL] The person confirmed it, OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I, I asked somebody that told me that you did and that it also covers me and my spouse.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Give me just a second because I cannot go by what you were told. I will have to verify that information and check on it, OK? One moment.
[CUSTOMER][NEUTRAL] Yes ma'am, I understand.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let me just go ahead and pull a bit more information because all I got here is a hospital, like hospitalization and I got here chemotherapy. That's the only two that I see here that is a benefit on the policy. Um, so let me check on that wellness benefit because I don't see that one on the certificate, OK? So bear with me just a second.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, not all of our policy has that benefit. It's just some of them.
[CUSTOMER][NEGATIVE] Not all of them have the benefit with the wellness.
[AGENT][NEUTRAL] No, not all of them have that benefit. Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Well, um, I do remember asking, but I do understand you have to check for yourself.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because I see it's never been paid, so yeah, I cannot see off the back. It is. OK, um, if you don't mind holding for me, I'm just gonna go ahead and check on this particular product, OK? One moment.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEGATIVE] OK, after going through all the documents there, I didn't see no benefits for uh wellness. So there's no benefits for wellness under this one.
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] You said there are none?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, and I put all the documents of the policy.
[CUSTOMER][NEUTRAL] So there's no reimbursement for wellness.
[AGENT][NEGATIVE] No. No, not under this one.
[CUSTOMER][NEUTRAL] Checkup.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have any other questions?
[CUSTOMER][NEUTRAL] OK, so this is.
[CUSTOMER][NEUTRAL] Um, no, the certificate is on it. It, it, it's, um, gonna be mailed, and I'll be in touch with you after I receive it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, and it, the certificate is gonna tell you everything that is covered.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Under the policy. So you're gonna have uh like a full breakdown of what is covered under the policy, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it I appreciate you.
[AGENT][POSITIVE] All right. You're welcome. Have a good afternoon. You're welcome, Ms. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, can I ask you one more question?
[AGENT][NEUTRAL] Uh-huh, yeah.
[AGENT][NEUTRAL] Oh, sure, yes, go ahead.
[CUSTOMER][NEUTRAL] Do you have any way of seeing whether I have made a claim before?
[AGENT][NEUTRAL] Um, that's what I was looking into and there's no claims on file on this one.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][POSITIVE] OK. Have a good afternoon. Bye-bye.