AccountId: 011433970860
ContactId: 631f3c5f-17ec-47de-9d55-0d0cea9c6e2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 848090 ms
Total Talk Time (AGENT): 326760 ms
Total Talk Time (CUSTOMER): 362487 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/631f3c5f-17ec-47de-9d55-0d0cea9c6e2e_20250402T16:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I used to have uh American Public life insurance, and I don't know who I need to speak to, ma'am. I'm just trying to find out what date my policy was terminated and uh can you help me with that?
[AGENT][POSITIVE] Yeah, absolutely. Do you by chance still have the policy number?
[CUSTOMER][NEUTRAL] Oh God, um.
[AGENT][NEUTRAL] If you don't, we can, that's OK, that's OK, we can look it up so I can look it up by your name or social, whichever you would prefer.
[CUSTOMER][NEUTRAL] No, ma'am. I'm, I'm sorry, I just can't remember.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my name, my name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What state do you reside in?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for security, if I could get your date of birth, please, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And what would have been the address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. So,
[AGENT][NEUTRAL] Um, it looks like you had a couple different policies with us. Are you looking for the termination date on a specific one, or?
[CUSTOMER][NEUTRAL] Oh, I did.
[CUSTOMER][NEUTRAL] OK, let me see, uh, American, uh, I just, would you tell me what all I had.
[AGENT][NEUTRAL] Mhm. Absolutely. So you had an accident policy, you had cancer, and then it looks like there was a heart attack and stroke one as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you, OK.
[AGENT][NEUTRAL] And I can give
[AGENT][POSITIVE] I, I can give you the numbers and dates. I'm sorry, I was gonna say I can give you the numbers and dates on all of them or a specific one, whatever you need.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yes, that's good. OK. Which one are you gonna start with?
[AGENT][NEUTRAL] The first one is the accident policy.
[CUSTOMER][NEUTRAL] What I do OK.
[AGENT][NEUTRAL] And the policy number was 632.
[AGENT][NEUTRAL] 042.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The policy was effective [PII].
[CUSTOMER][NEUTRAL] OK, wait a minute.
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] No, that's OK. And you said effective date?
[AGENT][POSITIVE] Yes, correct. was.
[CUSTOMER][POSITIVE] OK, I'm ready. OK, I'm ready.
[AGENT][NEUTRAL] What the effective date was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy ended on [PII].
[CUSTOMER][NEUTRAL] A this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1st [PII] and then [PII].
[CUSTOMER][NEUTRAL] Oh first [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. What's the accident? That is accident, right? Let me see.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Uh, correct, yep.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the next one was the cancer.
[CUSTOMER][NEUTRAL] OK, I'm not
[CUSTOMER][NEUTRAL] Not really concerned about that. No, we can still write it down. OK. Yeah.
[AGENT][NEUTRAL] Policy number for that one was 744.
[CUSTOMER][NEUTRAL] American.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] 1104.
[CUSTOMER][NEUTRAL] Number 744.
[AGENT][NEUTRAL] Mhm. 104.
[CUSTOMER][NEUTRAL] 004, OK.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] It was effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ended [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] The last one was the heart attack and a stroke one.
[CUSTOMER][NEUTRAL] Now, let me ask you a question. Heart attack and stroke. OK. You said that's the last one?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Uh, the policy number on that one was 968.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 770.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the effective date on that was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like this one ended on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Correct, yeah.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Wait a minute, let me, OK, now let me go back. I'm sorry, ma'am. You said on that cancer policy when did they when did it end?
[CUSTOMER][NEUTRAL] Not the cancer.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Uh uh, I'm getting confused. This heart attack policy, when did it end? I'm sorry.
[AGENT][NEUTRAL] Uh, the heart attack and stroke one ended on [PII].
[CUSTOMER][NEUTRAL] OK, [PII] OK.
[CUSTOMER][NEUTRAL] OK, now let me ask you another question on my accident policy that I had.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said it ended in [PII].
[CUSTOMER][NEUTRAL] 1
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII], the accident.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me ask you a question on that accident policy, is there a loss of eye or?
[CUSTOMER][NEUTRAL] Anything pertaining to eyesight?
[AGENT][NEUTRAL] Uh, let's take a look and see.
[CUSTOMER][NEUTRAL] Mm mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] On the scheduled benefits page, it does say accidental loss of sight benefit one eye.
[AGENT][NEUTRAL] Benefit amount for insured, 2500, benefit amount for children, 2500.
[CUSTOMER][NEUTRAL] Now what about complete blindness also.
[CUSTOMER][NEUTRAL] Uh uh one.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 255.
[CUSTOMER][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] OK I'm going on this.
[AGENT][NEUTRAL] Yeah, it looks like it just pays a benefit for loss of sight in one eye. There's no, there's no, there's not a different benefit for complete blindness.
[CUSTOMER][NEUTRAL] OK, so is there like, uh, what if you lose two eyes? It doesn't say anything like that. If it pays 25 for one, it doesn't say.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No, it looks like it just pays for one. It doesn't pay for both.
[CUSTOMER][NEUTRAL] That's odd, isn't it? OK. Um.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK, and uh that benefit is only 2500?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Now, um,
[CUSTOMER][NEUTRAL] I, I need to, I guess, go back and get a claim form. I mean, yeah, a claim form.
[AGENT][NEUTRAL] OK, I can actually email you a claim form if that's OK, if that works for you or you can get it from our site, whatever is easiest.
[CUSTOMER][NEUTRAL] OK, can you email it? I'm, I can't read anymore, so can you email it to my son's email address?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely. What's his email address?
[CUSTOMER][NEUTRAL] Um, OK, I'm gonna spell it and it's all lower case. It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], then [PII] is a [PII]. So that is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Gotcha. OK.
[AGENT][NEUTRAL] So I will send the accident claim form.
[AGENT][NEUTRAL] To that email.
[AGENT][NEUTRAL] Um, when he gets the email, it's going to page one is just complete instructions as far as like what needs to be accompanied with the claim form as far as documentation.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, the claim, the, the claim form can be, uh, sent back to us two different ways. You can either put it in the US postal mail or you can uh fax it whatever is easiest, and the fax number and the mailing address are also on that claim form for your convenience.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Fax number, OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, then.
[AGENT][NEUTRAL] So that, that's.
[CUSTOMER][NEUTRAL] OK, so you said you're going to, mhm.
[AGENT][NEGATIVE] That should have everything that you need on it. No.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh-huh, um.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] That is going to be on the planes down there. And you said, now you did say one more time cause I'm writing, I'm sorry to have you repeating, ma'am. I'm so sorry.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] That's OK. That's OK.
[CUSTOMER][NEUTRAL] But I'm trying to, I'm trying to write this information down. It's a little I can write it, but it's just I can't read it back myself. I have to wait on someone to help me. Can you give me once again the date that I, uh, open and and close this accident policy?
[AGENT][POSITIVE] Yeah, absolutely, so.
[CUSTOMER][NEUTRAL] I see. OK.
[AGENT][NEUTRAL] It was opened on [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it was closed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I don't know why I didn't file that. I guess I was so wrapped up in what I had going on. I just didn't think about it. OK.
[CUSTOMER][NEUTRAL] Um, OK, one more time, the policy number?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Same.
[AGENT][NEUTRAL] The policy number is going to be 632.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 042.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me ask you a question, ma'am. You couldn't possibly tell me if I, uh, the last, I don't think I filed on it. I'm sure I didn't as a matter of fact. Can you tell me the last date I filed the claim there?
[AGENT][NEUTRAL] Yeah, let's take a look and see what we got.
[CUSTOMER][NEUTRAL] Or can you tell me if I found anything on.
[CUSTOMER][NEGATIVE] Uh, the loss of, oh no, I didn't. The loss of sight.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I know I didn't. I know I didn't do anything on any of my, any of my policies that I had for some reason. I don't know if I was so wrapped up in so trying to find doctors all over the world to help me or I just didn't think about it.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So the last claim I see on the accident was back in [PII].
[AGENT][NEUTRAL] Um, and it was for a date of service at an urgent care facility in [PII].
[CUSTOMER][NEGATIVE] OK, no, that's, that's nothing. That's not it, uh, OK, so I didn't file it. I, I figured I didn't, uh, Aflac, believe it or not, told me the same thing. I didn't file on any of it, uh, I guess I just losing your sight, you just, you don't think of it, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, no, definitely. So, and then if you guys have any questions or concerns when when filling out the claim forms, feel free to call us, we're always happy to help, right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you, can you give me, let me see. Can you give me your name, ma'am?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Miss [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, Miss [PII], you've been a big help and I sure do appreciate you so much.
[AGENT][POSITIVE] Yes, my pleasure. You have a good rest of your day, Ms. [PII].
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much.
[AGENT][NEUTRAL] Uh-huh. Thanks. Bye-bye.