AccountId: 011433970860
ContactId: 63b3a032-3b39-4a0b-8eb1-b58b7b028957
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 702309 ms
Total Talk Time (AGENT): 227475 ms
Total Talk Time (CUSTOMER): 391492 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/63b3a032-3b39-4a0b-8eb1-b58b7b028957_20250303T14:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, um, I have a question about whether my, um, the insurance covering something. The policy number is 011.
[CUSTOMER][NEUTRAL] 54111
[CUSTOMER][NEGATIVE] And your company take the money from my account every month $30.70.
[AGENT][NEUTRAL] OK, and I'm sorry, your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][NEUTRAL] OK, give me one moment, please.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK. And verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, are you the spouse of the insured?
[CUSTOMER][NEUTRAL] I think that that type of COVID is is a family.
[AGENT][POSITIVE] Yes, ma'am, and I apologize, your name is again?
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And first name, my name is [PII] My husband's name is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. I just need, since you're the one calling, I need to verify who you are and your date of birth, please?
[CUSTOMER][NEUTRAL] My birthday or my husband's birthday?
[AGENT][NEUTRAL] Your date of birth.
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much. And, and you say your, your name is [PII]?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK. And how may I assist you today? You say you're, are you calling about benefits under the plan?
[CUSTOMER][NEUTRAL] Benefit and everything because I think this is a
[CUSTOMER][NEUTRAL] 3 month is $30.70 for every month about more than 10 years. But I'm not sure about this one. What is this one, what kind of for the uh insurance that is, I got the package for the, say, the, especially the disease and cancer expense policy. Uh, that is cover only my husband or they say the uh type of coverage for
[CUSTOMER][NEUTRAL] They cover
[CUSTOMER][NEUTRAL] Oh, my daughter's name on it, my husband's name on it. So I have very confused for only my husband cover or my
[CUSTOMER][NEUTRAL] Me and my
[CUSTOMER][NEUTRAL] It's very
[AGENT][NEUTRAL] I'm so sorry, your phone keeps cutting out. Um, well, with this policy, it is um a cancer policy which I showed you and your husband are on, your daughter has, uh, looks like reached the age to where she's not covered.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, and then they they didn't need money, my husband and my name and my daughter. The type of coverages say that the family, there's a family.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, but the thing is that the employees, the group employee methods of.
[CUSTOMER][NEUTRAL] But my husband, he, um,
[CUSTOMER][NEUTRAL] The last May the [PII].
[CUSTOMER][NEUTRAL] There's still money for my account.
[CUSTOMER][NEUTRAL] 0 $30.70 is still so.
[AGENT][NEUTRAL] Ma'am, what's your policy number or what's your callback number because your phone keeps cutting in and out just in case we get disconnected.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] Right, so yeah, but my phone is, yeah, can you take up the, the, the policy number?
[AGENT][NEUTRAL] Yes, I was able to pull up the policy number, yes, ma'am, but I just want to make sure I get your callback number just in case the call drops since this call is.
[CUSTOMER][POSITIVE] Thank you, ma'am. [PII].
[AGENT][NEUTRAL] Going in and out. OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling about the premiums that are deducted?
[CUSTOMER][NEUTRAL] No, premium is $30.70. Every automatically took the money.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But my teacher is uh
[CUSTOMER][NEUTRAL] The coverage for family or exactly what coverage for the only cancer, only what kind of something accidental. I saw the paper for this only cancer. I'm only, I just find this say the cancer. Is that, is that right? The only cancer insurance that one?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's a cancer-only policy, yes, ma'am.
[CUSTOMER][NEUTRAL] That is covered for only my husband [PII] or family, or the family cover for the family.
[AGENT][NEUTRAL] I'm showing you and your husband are on the policy.
[CUSTOMER][NEUTRAL] Oh, that means my husband, I covered for that. If for cancer, my husband and I.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh, I see, I see. If for sure of the cancer, how much is for the for
[CUSTOMER][NEUTRAL] Um, the benefits.
[AGENT][NEUTRAL] OK, so you're inquiring about benefits. OK. Well, if diagnosed with cancer, you do have benefits for like chemo, radiation, immunotherapy, um, surgeries, if you have to have surgery, if you're confined in the hospital.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Due to uh cancer treatment.
[CUSTOMER][NEUTRAL] Yeah, even he has Medicare, he has already Medicare.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Without the, he has already Medicare. So even diagnosis for cancer, even, even I, uh, the husband and wife, both of them is covered, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] If dinos dinosaurs, oh, I'm sorry, my English is.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] For both of them, my husband and I for cover for only cancer, right? Any cancer.
[AGENT][NEUTRAL] Yes, ma'am. This is a cancer policy only. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm, I think it's that one for effective date, the [PII] for the [PII], a pretty long time for pay for that, for even, even cancer. I don't need them, I cannot money back, right?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] If if cancer, if, if cancer,
[CUSTOMER][NEGATIVE] Well that is it, oh, it's no money there. Just to, just gone.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, there's, it is not like a savings plan, it's just a policy. So if you are diagnosed with cancer, you have benefits for cancer treatment. Like I said, such as surgeries or chemo, radiation, immunotherapy, if you're confined in the hospital. There are benefits for cancer treatment, but it's not like a savings plan, since you've had it for a while, like it saves up. It's not like that. No, ma'am.
[CUSTOMER][NEUTRAL] Right. I see, I see.
[CUSTOMER][NEUTRAL] OK. There's no saving. But my kitchen is uh
[CUSTOMER][NEUTRAL] Even their money to me or their money to hospital?
[AGENT][NEUTRAL] Um, for the most part, it will go to your husband since he's the policyholder. So if you were to be diagnosed and you were receiving treatment and submitting the claim, any payable benefit would go to him since he is the policyholder.
[CUSTOMER][NEUTRAL] Oh, I see, I see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If my husband passed away, that is the, the, how about the benefit too.
[AGENT][NEUTRAL] Well, if that, if that happens, then uh you can always inform us um and submit a death certificate and then they can verify if the plan can be portable, meaning if you are able to have the policy, if your husband was to pass.
[CUSTOMER][NEUTRAL] Mm, OK. Ah.
[CUSTOMER][NEUTRAL] I'm, I'm still looking, uh thinking about for, I have already, I have already ordered um.
[CUSTOMER][NEUTRAL] Insurance
[CUSTOMER][NEUTRAL] 2, so it doesn't matter?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Mm, I see.
[CUSTOMER][NEUTRAL] Mm. That's only cancer, only cancer for.
[AGENT][NEUTRAL] Correct, it's a cancer policy only.
[CUSTOMER][NEUTRAL] Mm, I got it. It's only 10.
[AGENT][NEUTRAL] Do you, uh, do y'all have a copy of your policy? If not, I can send a request to have it mailed.
[CUSTOMER][NEGATIVE] Only cancel
[CUSTOMER][NEUTRAL] Everything, so the book just like a page for the paper for the deer on many page in there. The policy for the American Public Life Insurance Company, they publish everything I have.
[AGENT][NEUTRAL] OK, so you already have the policy, but in the policy, it does give like um benefits or what is covered, um, the different benefits under the plan, even some surgical procedures that are covered. There's a surgical uh schedule of operations, um, but a copy of the policy we can send and it does list what the benefits are on the plan.
[CUSTOMER][NEUTRAL] Mm, but.
[CUSTOMER][NEUTRAL] OK, the thing is that that employee group for the the.
[CUSTOMER][NEUTRAL] Government is employ and group. They even here.
[CUSTOMER][POSITIVE] Retire that one, so it's OK, everything's OK to even pay for the my account payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, say that one more time.
[CUSTOMER][NEGATIVE] They said it's employee, that the method of payment is employee group. But my husband, he, uh, retired to the company and the money, monthly premium money $30.72 my account. They took your company took.
[CUSTOMER][NEUTRAL] Every month is $30.70 took my.
[CUSTOMER][NEUTRAL] Checking account.
[AGENT][NEUTRAL] Yes, ma'am. It is
[CUSTOMER][NEUTRAL] So it, it, uh-huh.
[AGENT][NEUTRAL] It's through your husband's employer or it was, but is on an individual basis. So he is paying the premium in order to keep the policy.
[CUSTOMER][NEGATIVE] I see even here no more, no more working, even no more working, but that premium is money.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] From my account every month. So everything's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, OK. Uh, that, uh, I that, I'm just to confirm again. My husband and I, that's a
[CUSTOMER][NEUTRAL] Cancer insurance. Only cancer, right?
[AGENT][NEUTRAL] I'm sorry, say that one more time.
[CUSTOMER][NEUTRAL] The covered person is my husband and me.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] And then cancer only cancer.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, I got you. Thank you so much. Have a blessed day.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh, yes. Alright, you too, and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, your voice is so pretty. Have a good day.
[AGENT][POSITIVE] Uh-huh. Thank you. You too.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Bye.