AccountId: 011433970860
ContactId: 76c6a7df-22e7-4ba8-91b6-f70acdcc1c5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 834539 ms
Total Talk Time (AGENT): 394496 ms
Total Talk Time (CUSTOMER): 287495 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/76c6a7df-22e7-4ba8-91b6-f70acdcc1c5d_20250113T20:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm good. I have an insured on the line. He goes [PII], and he is wanting some information about continuing on his policy. He retired with this company, he said on Friday.
[AGENT][NEUTRAL] OK, what's his policy number?
[CUSTOMER][NEUTRAL] So the one I located was 460588.
[CUSTOMER][NEUTRAL] But in looking, he's got a few with us and I apologize. I didn't ask him specifically if there was a specific one.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK. And uh did you verify all of this information?
[CUSTOMER][NEUTRAL] I sure did, yeah, he just goes by [PII] instead of whatever the first name is on there he goes by his middle name it looks like.
[AGENT][NEUTRAL] OK, and is this callback number the [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. You can go ahead and transfer him over.
[CUSTOMER][POSITIVE] Thanks, [PII] he comes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][POSITIVE] I'm good. Thank you so much for asking. Uh, Ms. [PII] was just telling me that um you have called in today to see about continuing your policies since you retired.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright, um, do you know, you have a couple of policies with us, uh, well, a few actually. Um, do you know which ones you're wanting to see about keeping?
[CUSTOMER][NEUTRAL] Uh, yes, um, I wanna keep the, the, the first occurrence.
[CUSTOMER][NEUTRAL] And the the cancer policy?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me take a look.
[CUSTOMER][NEUTRAL] So I don't know, uh, let me, let me tell you what I, I seen on it.
[CUSTOMER][NEUTRAL] So I got a uh uh a cancer which is 3813 and then a cancer that is 2868.
[CUSTOMER][NEUTRAL] And then a cancer that is 5144.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what are what are those?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So I'm showing, let me just go down the list that I have. Um, I have an accident policy for you, um, that's $1940 a month.
[AGENT][NEUTRAL] Um, and I have.
[CUSTOMER][NEGATIVE] That's the broken bone.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is that the broken bone policy?
[AGENT][NEUTRAL] Um, it's an A3 accident accident policy.
[CUSTOMER][NEUTRAL] Like if you
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, I'm not sure about the in the benefits for each policy. I'd have to get you over to somebody in the benefits department to talk to you about what all of what all the policies cover, um.
[CUSTOMER][NEUTRAL] No, I, I pretty much know all.
[AGENT][NEUTRAL] OK, so you have the accident policy that's $1940 a month. Um, you have the intensive care policy that is $18 a month. Let me take a look at that one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and that includes a daily hospital benefits.
[AGENT][NEUTRAL] And a yearly building benefit for the uh intensive care.
[AGENT][NEUTRAL] Then you have
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The, um,
[AGENT][NEUTRAL] The lump sum policy that's 3813.
[CUSTOMER][NEUTRAL] Yeah, that's the the one that's 25,000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then uh.
[CUSTOMER][NEUTRAL] 3813.
[AGENT][NEUTRAL] You have
[AGENT][NEUTRAL] Uh, your standard cancer policy, that one's 5144.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then you have.
[AGENT][NEUTRAL] OK, it looks like um
[AGENT][NEUTRAL] What is this? These are old policies, so I'm having to actually go into them and look at them, um, to make sure what they are. Give me just a second on this last one.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK. Um, the last one is a heart attack, I mean, heart disease, stroke policy.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And that one is $38.
[CUSTOMER][NEUTRAL] And that's it.
[AGENT][NEUTRAL] Yes sir, that's all of them.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] I can send you a letter on each one explaining the.
[CUSTOMER][NEUTRAL] I see the uh the 5144 and the.
[CUSTOMER][NEUTRAL] The 3813.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But there shows another one that was 2868, which is a cancer, the C 442.
[AGENT][NEUTRAL] OK, yes, that's your standard cancer policy C442. Um, that one is 5144.
[CUSTOMER][NEUTRAL] OK, hang on just a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see where you've been charged me for 2 of them though.
[CUSTOMER][NEGATIVE] So you've been charging me.
[CUSTOMER][NEUTRAL] Uh, 54, was it 54 or something?
[AGENT][NEUTRAL] 5144. Mhm.
[CUSTOMER][NEUTRAL] 51
[CUSTOMER][NEUTRAL] And then there's another one that was 28.
[CUSTOMER][NEUTRAL] You see that because I, I'm showing it on uh [PII]'s list.
[CUSTOMER][NEUTRAL] Um, hang on just a minute.
[AGENT][NEUTRAL] Mm, no, sir, we don't have one that's 28.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, the 12345. I'm showing 5 total.
[CUSTOMER][NEUTRAL] Yeah, it was
[CUSTOMER][NEUTRAL] OK, so, um, when [PII] pulls it up, uh, would it show the ones that that you've already canceled?
[AGENT][NEUTRAL] Uh, well, we haven't canceled them yet because they're still they're paid until the end of this month, so they're still active.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, and I can send you a, um, notification for you to, um, fill out an electronic forms transfer form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so that we can change it over to bank draft or you can elect to receive the bill in the mail whichever way you wanna do it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I go over this with you just real quick?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I have a uh uh an HDAS2 which is the our deck stroke, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I have an A3 which is an A plus H.
[CUSTOMER][NEUTRAL] Accident.
[AGENT][NEUTRAL] You said A plus H?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] A plus H.
[CUSTOMER][NEUTRAL] It's a, it's a uh 1940.
[AGENT][NEUTRAL] Let's see, yeah, 1940, that's your accident policy, you're A3.
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then I have an ICCC3 which is intensive care.
[CUSTOMER][NEUTRAL] For $18.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] And then I have a CLS 1000, which is a cancer.
[CUSTOMER][NEUTRAL] Um, 3813.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then I have, and this is another one, it's a C442 cancer, uh, they call the I, but it was 2868.
[AGENT][NEUTRAL] No, we don't have that one.
[CUSTOMER][NEUTRAL] OK, and then I have another one which is the ICC T3 uh intensive which is $9.
[AGENT][NEUTRAL] Mm, no, sir, we don't have that one.
[CUSTOMER][NEUTRAL] OK, so all you have is the um uh the C442, which is the, the cancer policy.
[AGENT][NEUTRAL] Yes, for 5144. Mhm.
[CUSTOMER][NEUTRAL] For 5144.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And then you have the what is the first occurrence?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] The 20 $25,000 up front.
[AGENT][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] I think it was 3038 something.
[AGENT][NEUTRAL] I think that first occurrence benefit is on your cancer and lump sum that's the CLS 1000. Let me check that.
[AGENT][NEUTRAL] Yes, that's the first occurrence benefit and it's for 20,000.
[CUSTOMER][NEUTRAL] OK, so it is the 38.
[CUSTOMER][NEUTRAL] Is it 20,000. OK, so what is my total, uh, as far as my monthly total?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me take a look at that screen and add those up for you. Hold on just a second.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] 1940 for the accident.
[AGENT][NEUTRAL] 18 for the intensive care.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh 3813 for the cancer lump sum.
[AGENT][NEUTRAL] Uh 5144 for the cancer, 442 and 38 for the um heart disease and
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Heart attack. That is 164, yes. Mhm. um 164.97. That's your monthly cost.
[CUSTOMER][NEUTRAL] Heart attack and stroke.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I think I wanna, I wanna drop the uh the heart attack stroke.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the intensive care.
[CUSTOMER][NEUTRAL] That would leave me with, I think all I want is the, the 54 5144.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the 3813 which is the lump sum.
[AGENT][NEUTRAL] OK, so you want me to send you the paperwork for the cancer policy and the cancer lump sum 1000?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Yes, sir. I will get that out to you, um, and you'll just fill it out and return it back to us. You can email it back to us or you can mail it back in whichever way is best for you and all that information will be in the letter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I need to to to I guess um.
[CUSTOMER][NEUTRAL] Um, did you say you can mail it to the bills to me or do you take it out of the.
[CUSTOMER][NEUTRAL] On my checking account.
[AGENT][NEUTRAL] So you can choose which way you wanna do um if you want it to be automatically drafted out of your checking account um we can do that uh it has to be at least on a monthly draft um if you want a direct bill where we send you a bill in the mail and then you can call in and pay by credit card or you can mail in a check or money order. um if you do direct bill you cannot be billed on a monthly basis, it has to be.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] A quarterly, semi-annual, or annual?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't, we don't do direct bill for monthly. It has if you want monthly, it has to be set up on the bank draft so you can choose which one which option you want, and um the letter will show you the different amounts based on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Which option you choose, so it will uh spell out for you what your quarterly, annual, and semi annual premiums would be if you decided that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] So you're gonna send me everything I need to to be able to get everything started.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] OK, that's what I need. I just didn't want y'all to cancel on me because, you know, I didn't take care of business. I wanna make sure I took, took care of everything like I'm supposed to and and get things going with y'all again. I've been with y'all for a long time.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] I see that, yes, sir. Um, we'll get the ball rolling and I'm also gonna make a note, um, that you have retired and you want to keep these two policies. Um, your, we haven't received the notification from your employer yet that you have retired, um, but they'll probably submit it soon and once that happens, um, your policies that you don't elect to continue, uh, those will end on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, that'll work then. So I can once you send me all this stuff I can, I can decide exactly what I wanna do and go from there, right?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes sir mhm.
[CUSTOMER][POSITIVE] OK, all right, just send it to me and I appreciate it.
[AGENT][NEUTRAL] All right, no problem, Mr. [PII]. Was there anything else I could do for you today?
[CUSTOMER][POSITIVE] I think I'm good.
[AGENT][POSITIVE] All right, well thank you so much for choosing APL and you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] All right thank you you too.
[AGENT][POSITIVE] Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye.