AccountId: 011433970860
ContactId: 72d948cf-a296-43f8-a92d-2b99e72116e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478540 ms
Total Talk Time (AGENT): 337452 ms
Total Talk Time (CUSTOMER): 147532 ms
Interruptions: 8
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/72d948cf-a296-43f8-a92d-2b99e72116e2_20250127T16:08_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling and APL this is [PII] how can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII]. I, hey, I've got um Miss [PII] on the phone. I have verified her policy. Her policy number is 60448.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] OK, 60448. OK.
[CUSTOMER][NEUTRAL] She received two letters from [PII], but [PII]'s away from her. She's showing yellow, um, one of them stated.
[AGENT][NEUTRAL] She's off today, yeah.
[CUSTOMER][NEUTRAL] Oh, OK, one of them is stating that uh her policy, her husband was dropped from her policy because he reached the age of [PII], which, and she said I just got this letter and that's been over a year ago that he turned [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. I know what's going on with it. What's her callback number?
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did I talk to her the other day? Let me see, hold on, don't, don't move just a second. Um, no, I did not. I talked to somebody else. OK, it was the same scenario. OK, I can talk to her.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, thanks, [PII].
[AGENT][POSITIVE] Thank you. Have a good day. Bye.
[CUSTOMER][NEUTRAL] All right, bye bye. You too, bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, Ms. Hi, this is [PII] in customer service. How are you?
[CUSTOMER][NEUTRAL] Oh, right.
[AGENT][NEUTRAL] I'm glad you're doing good. Um, [PII], tell me a little bit about your question. She said, stated that your um husband had been taken off the plan on, on the intensive care policy because he had reached the age of [PII] and he turned [PII] a year ago.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Yes, ma'am. OK, I can help you with that. OK, so what it is on this policy, we allow, OK, even though he did turn um [PII] September of last year, um, we don't take, we don't remove that, that insured until the, the next policy anniversary date.
[AGENT][NEUTRAL] Um, it states it in the policy that we remove them on the anniversary date following their [PII] birthday. So the anniversary date.
[AGENT][NEUTRAL] was [PII] [PII]. We don't remove them that same year, we remove them the next year. We let them stay on.
[AGENT][NEUTRAL] Until the next anniversary date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yes, ma'am. And that refund, you probably got, may have gotten a refund.
[AGENT][NEUTRAL] Um, for let me see what it was.
[CUSTOMER][NEUTRAL] $10.40.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Yes ma'am, that was the, yeah, that was the difference in premium that you that you had already paid, so your premium when he was removed went down to $7.
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] Um, and it was, let me see what it was before.
[AGENT][NEUTRAL] It was 10:40 before so.
[CUSTOMER][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] It was 7210.
[AGENT][NEUTRAL] OK, this policy was 1040.
[AGENT][NEUTRAL] I'm just looking at this policy right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This intensive care policy.
[AGENT][NEUTRAL] Um, yeah, it was 10:40, so that's what that refund was for, was the difference that you had paid in um November.
[AGENT][NEUTRAL] And December and January because you're paid up to February the [PII] now.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm. Yes, ma'am. And you had another policy too? Let's see, let's take a look.
[AGENT][NEUTRAL] Yeah you got a um.
[AGENT][NEUTRAL] Another cancer policy was any let me see if anything was done to that one.
[AGENT][NEUTRAL] No, ma'am, he's still on that one, he's fine on that one it was just that intensive care policy.
[CUSTOMER][NEUTRAL] Is there a date on that one too because that we didn't realize it timed out.
[AGENT][NEUTRAL] OK. No, the cancer.
[CUSTOMER][NEUTRAL] Is there I on that one?
[AGENT][NEUTRAL] No, ma'am, the cancer policy, he's still on that one.
[AGENT][NEUTRAL] He just got removed from the intensive care policy because of his age.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. He's still good on the cancer.
[CUSTOMER][NEUTRAL] A what will be
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] OK, what will the premium be now?
[AGENT][NEUTRAL] OK. So the um cancer policy premium is still 6170.
[AGENT][NEUTRAL] Let me add it up, add that up for you.
[AGENT][NEUTRAL] So, your intensive care change to $7 plus the 6170.
[AGENT][NEUTRAL] So, with APL, your policy, both policies now total $68.70.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I don't understand that the cancer policy is 6170.
[AGENT][NEUTRAL] Yes, ma'am. It is. It is. Uh-huh.
[CUSTOMER][NEUTRAL] And my
[CUSTOMER][NEUTRAL] And my intensive care policy is $7.
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] Why is it not 6870 a month?
[AGENT][NEUTRAL] OK, because
[AGENT][NEUTRAL] The 6170 for your cancer policy is a separate policy. I'm just adding those two together. So 6170 plus $7. They are two separate policies. It's $6870 total. You may have two drafts to come off, one for $7.01 for 6170 with APL.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Well, it's always been together.
[AGENT][NEUTRAL] Oh, OK, well they may put it together at your bank. I'm not sure how they do it at your bank, but we draft them separate. Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah, it's always been together.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, but it's gonna be $68.70 for both of them now.
[CUSTOMER][NEUTRAL] OK, well, that's what I wanted to know. OK, he.
[AGENT][NEUTRAL] OK. Yes, ma'am. I, yes, ma'am. Go ahead. I go, go ahead.
[CUSTOMER][NEUTRAL] So files
[CUSTOMER][NEUTRAL] Can I still find something on him that was uh
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] February of last year.
[AGENT][NEUTRAL] Yes ma'am you can mhm he was on there February of last year, yes ma'am, he just got removed [PII], so you can still go back and file even though he's off now yes ma'am, that is correct, mhm, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All right, well, I will fill it and send it in. Thank you very much.
[AGENT][POSITIVE] Yes ma'am, no problem, Miss [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh no, ma'am, that's all. Oh, has [PII] Limpy retired?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you even know who that?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I do know her. Um, I've been working with APL since [PII], so she was, um, the Arkansas State Police agent for a long time and.
[CUSTOMER][NEGATIVE] Right, that's my husband fired from the state police.
[AGENT][NEUTRAL] Mhm I do know her but I think she is retired. I think she retired a few years back I never hear from her anymore so I think she did.
[CUSTOMER][NEUTRAL] OK, that's kind of what we thought so uh I called the number I had for her and was disconnected, so I figured she had.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Oh yeah, she did. She might have changed her number. You never know.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] If I have there's no telling girl, OK.
[AGENT][NEUTRAL] Uh-huh, I know it.
[CUSTOMER][POSITIVE] Thank you very much for your help. I appreciate it.
[AGENT][POSITIVE] Well, you're welcome, Ms. [PII]. I hope you have a good day. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.