AccountId: 011433970860
ContactId: 639bd7cd-ea8c-4d20-91bd-a0c60dcf4549
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 549979 ms
Total Talk Time (AGENT): 228339 ms
Total Talk Time (CUSTOMER): 280936 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/639bd7cd-ea8c-4d20-91bd-a0c60dcf4549_20250106T21:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[CUSTOMER][NEUTRAL] Uh, um,
[CUSTOMER][NEUTRAL] I got you reply back from that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, opinion, you know, um, what I was questioning.
[AGENT][NEUTRAL] Yes, Mr. [PII], I need some information so I can get, um, pull up your information. What's your policy number, please?
[CUSTOMER][NEUTRAL] Um, my policy.
[CUSTOMER][NEUTRAL] OK, certificate uh 7298.
[AGENT][NEUTRAL] I'm sorry, can you please repeat that? You were cutting out.
[CUSTOMER][NEUTRAL] 76098
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and Mr. [PII], um, so I can do verification purposes, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And please verify uh your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And what is your email address? I can make sure I have everything updated in the system.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is there, is that your email address?
[CUSTOMER][NEUTRAL] Uh, oh, that, uh, it's called [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then in case we get disconnected, what is a good cell phone number?
[CUSTOMER][NEGATIVE] Pardon me, I didn't catch that hard here too.
[AGENT][NEUTRAL] Um, what is, I'm sorry, what is your cell phone number?
[CUSTOMER][NEUTRAL] My telephone number [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you, Mr. [PII]. And how may I help you today?
[CUSTOMER][NEUTRAL] OK, uh, you know, you, uh, replied to my letter, uh, on that claim I turned in.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Are, are you, you, you're familiar with it, right?
[AGENT][NEUTRAL] Yes, I am, yes.
[CUSTOMER][NEGATIVE] OK, I got, you know, everything was denied.
[CUSTOMER][NEUTRAL] And what my question is, um, there on the rate increase, did you, uh, look at it?
[AGENT][NEGATIVE] Yes, and everything has been rigging.
[CUSTOMER][NEUTRAL] I and you know I had a cut. Do what?
[AGENT][NEUTRAL] Every, we have reviewed everything that was in your letter and nothing has changed. Um, we had already addressed all of that information previously.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, about the rate increase that I got.
[CUSTOMER][NEUTRAL] Get the letter, uh, I got a rate increase [PII].
[CUSTOMER][NEUTRAL] OK, it, it went from $83.10.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To $99.40.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and uh it course it contained no money.
[CUSTOMER][NEUTRAL] But anyhow, you changed my, uh.
[CUSTOMER][NEUTRAL] Uh, total coverage to $10,000 maximum, you know, per year.
[CUSTOMER][NEUTRAL] Where it was did not have no.
[CUSTOMER][NEUTRAL] Lied on it.
[CUSTOMER][NEUTRAL] My chemo.
[AGENT][NEUTRAL] Right, and we had addressed that that we had sent you a notification and you had signed a document stating that it was, um, you know, that you understood that the change was going to be the $10,000.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Right, right, right, and I did, uh, sign that letter that came to me, but it was, it was misleading letter too.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] That it, you know, it didn't change nothing but the $10,000 too.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It changed it to $10,000 you know, the maximum.
[CUSTOMER][NEUTRAL] OK, but and you said I would have no rating.
[CUSTOMER][NEUTRAL] If I kept it the same or reduced it to 10,000.
[CUSTOMER][NEUTRAL] My rate would continue at $83.10.
[CUSTOMER][NEUTRAL] That's a letter on [PII].
[CUSTOMER][NEUTRAL] But yet my
[CUSTOMER][NEUTRAL] Rates were increased to 9940.
[CUSTOMER][NEUTRAL] Which would be the maximum, you know, everything covered.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] And that's what you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So basically you're, you're, you're stating that, um, you know, your total coverage um changed to $10,000 and you're stating that based on the letter that back in on [PII] that it was not going to increase, but it did increase $99.40 correct? And you're, that's what you're disputing is that um premium increase.
[CUSTOMER][NEUTRAL] And it continued up.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Co
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] Premium increase and I've been paying that 24, I mean, of course it goes up, you know, but I've been paying that for the last 24 years and increasing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] The $99.40 is what you've been here.
[CUSTOMER][NEUTRAL] Premium.
[CUSTOMER][NEUTRAL] Well, no, I, well, I paid it for several years and then it went on up it it's $246 now a month.
[AGENT][NEUTRAL] So you're, you're saying that it should never go up, it should remain at $83.10?
[CUSTOMER][NEGATIVE] No, it, it shouldn't have went up to $99.40.
[AGENT][NEUTRAL] OK, so you're saying it should not have went up at $99.40.
[CUSTOMER][NEGATIVE] It should have stayed at $83.10.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And then now, it has increased. Are you saying that it should have never increased?
[CUSTOMER][NEUTRAL] Oh, it's been several increases.
[AGENT][NEUTRAL] Right, but you're saying it should always stay at the $83.10?
[CUSTOMER][NEUTRAL] No, I'm not saying. I'm not saying. I'm, it's the increase.
[AGENT][NEUTRAL] OK. So you're dispu[PII], you're disputing the increase from that just the $99.40 dollars, 40 cents increase.
[CUSTOMER][NEUTRAL] Yeah, what I'm right, what I'm disputing that and also I've been paying that, so I've been paying full coverage.
[AGENT][NEUTRAL] OK, so you're saying that you think you should pay, you think you're you're paying at full coverage.
[CUSTOMER][NEUTRAL] For full coverage.
[AGENT][NEUTRAL] OK, well, what I'm gonna have to do is I'm gonna have to pull these letters and, and get myself familiar with that and then I'll have to call you back. um, it'll probably be tomorrow afternoon, but you're, um, but I'll get those and let me get that information pulled um I believe we've addressed that, but I will pull that information and look at it for you with you, um, and it'll probably be tomorrow afternoon. I'll give you a call back.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, but you understand what I'm saying. Can you see what I'm saying?
[AGENT][NEUTRAL] Right, yeah, yeah, what, what I'm saying, you're saying that it was $83.10 and based on that letter, um, it, it should have stayed at $83.10 for the $10,000 but it increased to 9940 and
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] 9940, which would have been the, you know, uh, total amount, you know, been paid on, you would pay it on a total total.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So you've been paying, right, and then, but that's what you're, you're disputing is that increase at $99.40 correct?
[CUSTOMER][NEUTRAL] Yeah and that and and that's the reason I requested the full amount on the rate increase amount on that worksheet I've got in there there's a worksheet in there.
[AGENT][NEUTRAL] OK, well, let me, uh, I know that we have addressed that, but I'll review that further and then I'll give you a call back tomorrow afternoon.
[CUSTOMER][NEUTRAL] OK, sure thing.
[AGENT][NEUTRAL] OK. OK, and I apologize um for asking all the questions. I just want to make sure I understand what you're asking, um, but I will give you, let me have time to review your file and then I will give you a call back tomorrow afternoon.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thanks a lot.
[AGENT][POSITIVE] OK. Thank you, sir.
[CUSTOMER][NEUTRAL] Is it cold over there? Is it cold up there?
[AGENT][NEUTRAL] Yes, it's, it's cold.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It, it's been 29 here all day, so.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thanks then.
[AGENT][POSITIVE] OK, Mr. [PII]. Well, thank you for calling American Public Life. You have a good day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm. Goodbye.