AccountId: 011433970860
ContactId: 728920bc-9593-4aea-be64-d208762a8e3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356940 ms
Total Talk Time (AGENT): 135969 ms
Total Talk Time (CUSTOMER): 138097 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/728920bc-9593-4aea-be64-d208762a8e3a_20250103T20:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], uh, my name is [PII], and I got a letter in the mail. I was trying to get.
[CUSTOMER][NEUTRAL] Um, money.
[CUSTOMER][NEUTRAL] From Miss American public life.
[CUSTOMER][NEGATIVE] Insurance, I don't understand you.
[CUSTOMER][NEUTRAL] I got a letter and I'm, I'm, I'm trying to read what it's for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's the insured name and my claim number in front up.
[CUSTOMER][NEUTRAL] Productive cancer in specific disease, American Life public insurance plan da da da da da.
[CUSTOMER][NEUTRAL] If you would choose, I don't understand what they.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] We can take a look at it um.
[CUSTOMER][NEUTRAL] I don't know what it's
[AGENT][NEUTRAL] We could take a look for sure. Do you see a claim number on there?
[CUSTOMER][NEUTRAL] I can see um.
[CUSTOMER][NEUTRAL] OK, this 000.
[CUSTOMER][NEUTRAL] 97309
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] OK, so that's your policy number. All right. Give me just a moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It's uh [PII], right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, really quick, [PII], if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 21448.
[AGENT][NEUTRAL] OK, thank you. All right, so we just need to see what this letter was about, is that right?
[CUSTOMER][NEUTRAL] I got 2, yeah I got 2 of them. I got one from intensive care 2 and it's got a different number. You got 00.
[CUSTOMER][NEGATIVE] 136,490. This might be when I had when I had the surgery that time and they never did answer me back. Maybe they just not answer me now after all this time.
[AGENT][POSITIVE] We can definitely take a look and see what that is in regard to bear with me just a moment let me get this pulled up.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] May I ask when did you receive these letters?
[CUSTOMER][NEUTRAL] Just a while ago.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know if this is the same thing you're seeing um I do see a letter here that's regarding uh portability.
[AGENT][NEUTRAL] Is that what it's uh do you see that on yours?
[AGENT][NEUTRAL] Filling out that there should be a form, uh, electronic funds transfer authorization do you see that?
[CUSTOMER][NEUTRAL] Mhm. I see that, yes, ma'am.
[AGENT][NEUTRAL] OK, OK, so in short, what this form is, is if you would like to continue your policy outside of your employer, uh, De Soto Parish schools, um, you would fill this form out and send it back to us so that you can keep this policy.
[CUSTOMER][NEUTRAL] The cancel insurance.
[AGENT][NEUTRAL] So this is the cancer. Um, I'm gonna look at the other one you gave me just to make sure that that's
[AGENT][NEUTRAL] The same thing
[CUSTOMER][NEUTRAL] It's intensive care.
[AGENT][NEUTRAL] Yes, intensive care. That's what that is.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] The 136.
[CUSTOMER][NEGATIVE] No, ma'am, because I, I, no, ma'am, because I fill this out, I filled this out to get some money back when I had my surgery and they never did give me, they never did give me anything back and I don't understand and I stop.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] For your intensive care?
[CUSTOMER][NEGATIVE] Yeah, so when I went to the hospital to have surgery and stuff, I filled this paper out and I got all the phones they need me to do and everything, and they never did.
[AGENT][NEUTRAL] Uh-huh, OK.
[CUSTOMER][NEGATIVE] They never did do anything so it was like, why would I pay this insurance they never did settle nothing with me.
[AGENT][NEUTRAL] Yeah, I completely understand. OK, so were you still wanting to keep your cancer policy?
[CUSTOMER][NEUTRAL] No, ma'am, that's the one I did. I had cancer and I had surgery on it. But they never did they.
[AGENT][POSITIVE] OK, I'm sorry, I thought you meant the um intensive care. Sorry about that.
[AGENT][NEGATIVE] I was confused there.
[CUSTOMER][NEUTRAL] Yeah, no, I had surgery and then it filled my bill. I filled the papers and stuff out but.
[CUSTOMER][NEGATIVE] They wouldn't give me anything after I had the surgery and I missed them days, so no, ma'am, I don't wanna keep it.
[AGENT][NEUTRAL] OK, so you're not wanting to keep any of your policies, is that right?
[CUSTOMER][NEGATIVE] I don't have, what, what do I have? I don't have nothing but the cancer in the in the intensive care of myself, right?
[AGENT][NEUTRAL] Let's see, I did see a couple, they might be a bit older though. Let's see.
[AGENT][NEUTRAL] Oh yeah, there were a couple, but they're quite a bit older, yes, so you're right. It's the cancer and intensive care.
[CUSTOMER][NEUTRAL] OK, but do, don't I have my kids and insurance in this too?
[AGENT][NEUTRAL] Let me see, um, as, as to whether, are they covered under these policies?
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] I know I got my children cause they
[CUSTOMER][NEUTRAL] They get it out my check.
[CUSTOMER][NEGATIVE] But uh this is what I don't, I, I don't cancel this, this uh in intensive care and cancel. I'm gonna make sure I cancel them too.
[AGENT][NEUTRAL] You are OK, yes, um, and so those are the only two, let me see.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK, um, and as to whether or not any other coverage I would definitely get with your employer as you said, to see who that might be through, um, but otherwise, um, you're good to go. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] OK, yeah, sorry about the confusion. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.