AccountId: 011433970860
ContactId: 697150f6-c8be-414c-99a2-7131381972a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 871719 ms
Total Talk Time (AGENT): 287726 ms
Total Talk Time (CUSTOMER): 100466 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/697150f6-c8be-414c-99a2-7131381972a1_20250623T19:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] [PII], I need you to tell me what my uh.
[CUSTOMER][NEUTRAL] What my insurance is the policy number is 9.
[CUSTOMER][NEUTRAL] B 0114306
[AGENT][NEUTRAL] OK, um, I'd be happy to assist with your policy today. Now that is not one of our policy numbers. Is that your major medical policy number?
[CUSTOMER][NEUTRAL] No, it's on y'all's thing y'all sent.
[CUSTOMER][NEGATIVE] For me to pay a bill and I kinda wanna know what I'm paying.
[AGENT][NEUTRAL] We wanted you to pay a bill.
[CUSTOMER][NEUTRAL] Well, uh, yes ma'am, they sent me a thing to pay it, pay the premium.
[AGENT][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] Were you made Lester [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what's your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, you said that you said 9B0113541?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's your date of
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] No, that's not. What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I can let me see how I can pull this up um.
[AGENT][NEUTRAL] 9 B.
[AGENT][NEUTRAL] I'm sorry, can I have that again, please, after the 9B.
[CUSTOMER][NEUTRAL] 0114306
[AGENT][POSITIVE] OK, thank you for that information.
[AGENT][NEUTRAL] Alright, I see the policy now.
[AGENT][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] What, what is it for?
[AGENT][NEUTRAL] But you're saying you shouldn't have to, this is for.
[AGENT][NEUTRAL] Well, this is an old policy this started back in February. I'm sorry.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, let me pull up policy to see what it's for.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] This is an accident policy.
[CUSTOMER][NEUTRAL] What's you do what you pay.
[AGENT][NEUTRAL] So this is for let me see if I can.
[AGENT][NEUTRAL] Find
[AGENT][NEUTRAL] Um, do you mind holding for me a moment? Let me see how because the policy is so old, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'll have to see how we can pull it up. I'm sorry.
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't, I don't know.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, this is [PII]. Hey, [PII], um, I need help. I have someone calling about a policy from [PII] and I can't tell what the benefits are like.
[AGENT][NEUTRAL] I can't like go into detail about what the coverage is because there's no policy in.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] In on base.
[AGENT][NEUTRAL] Um, the new policy number is 113239.
[AGENT][POSITIVE] It's an accident policy, but that's the most I can get out of it. Yes.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh, I think.
[AGENT][NEUTRAL] Send them to who?
[AGENT][NEUTRAL] Oh, you can. Oh, I called you. I have them on hold. I just called you on Teams.
[AGENT][NEUTRAL] Uh, you can, um
[AGENT][NEGATIVE] What are they what are they for? He, we sent him, we, we sent him a premium bill. He's like, what's this? What does it cover? What am I paying for? And I wanted to be able to go into the benefits of the policy to, you know, but I can't, I can't see any, you know, how we can pull up a policy and I can break down where this is accident, it covers this much and this, and if this happens, it covers this. I can't do that for this policy because I don't know where to find the policy.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] There's not one out there.
[AGENT][NEUTRAL] They would have to put it out there.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] It looks like the policy covers up to.
[AGENT][NEUTRAL] The amount is $2 maybe up to $2000.
[AGENT][NEUTRAL] Uh, per accident, use this per accident.
[AGENT][NEUTRAL] OK. And they have the dependent child writers.
[AGENT][NEUTRAL] Like that pay up to 1000 per accident.
[AGENT][NEUTRAL] Now, are his dependents, I'm pretty sure they're grown. Are they still covered?
[AGENT][NEUTRAL] What are their ages.
[AGENT][NEUTRAL] I don't see anybody but him.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So he did have that rider on there.
[AGENT][NEUTRAL] Yeah, but that just pay up to the $2000 per accident.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. I mean, is he being charged or is that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is the child accidentrir.
[AGENT][NEUTRAL] But that was so he wants you to explain to him that we can't give him any of the premium amount.
[AGENT][NEUTRAL] I will send him the billing then if he needs to break down his premiums.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But I would let him know that this is an accident policy and it pays up to $2000 per accident. OK.
[AGENT][POSITIVE] Well, at least I got that. OK, thank you so much. Alright mhm bye bye.
[AGENT][POSITIVE] Thank you so much. I appreciate your patience. Um, so with this accident policy, it covers up to $2000 for, um, if you're having any um accidents.
[CUSTOMER][NEUTRAL] OK, well, I'm
[CUSTOMER][NEUTRAL] [PII] old and retired.
[CUSTOMER][NEUTRAL] And I don't think I need it anymore.
[AGENT][NEUTRAL] OK, um, let me get you over to customer service so they can explain the process on how to cancel it, OK?
[CUSTOMER][NEUTRAL] OK, does not pay my bill?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Well, that's a way to cancel it, but.
[AGENT][POSITIVE] But we'll, an official cancel so we don't keep bothering you and sending you late notices and this and, you know, we, we'll just do it the right way so we can leave you alone. All right, one moment, please.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in claims. Um, I have a member that has a, um, that wants to know about canceling his policy.
[CUSTOMER][NEUTRAL] Um, OK, so that, that should go to the care team.
[AGENT][NEUTRAL] Oh, I don't see that option out there.
[CUSTOMER][NEUTRAL] Um, it should be, it should say APL care.
[AGENT][NEUTRAL] It, I, I did not see that. OK, let me try again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Oh, I see it.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in claims. I have a member on the line calling um in regards to canceling his policy.
[CUSTOMER][POSITIVE] Alright, happy to help him, [PII]. What's the policy number? Did we get that?
[AGENT][NEUTRAL] Um, policy number is 113239.
[CUSTOMER][NEUTRAL] OK, and then who are we talking to?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and then did we get a callback number?
[AGENT][NEUTRAL] Callback is [PII].
[CUSTOMER][POSITIVE] Alright [PII], you can go ahead and send him on over thank you.
[AGENT][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Mhm.