AccountId: 011433970860
ContactId: 791d93c9-87e9-4af6-a5fc-0022d3f79e95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1212709 ms
Total Talk Time (AGENT): 308218 ms
Total Talk Time (CUSTOMER): 585804 ms
Interruptions: 12
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/791d93c9-87e9-4af6-a5fc-0022d3f79e95_20250310T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII], and I'm calling about a supplemental policy that my mother has with you, and she wants to know what she needs to do to cancel this policy.
[AGENT][NEUTRAL] OK, is she available?
[CUSTOMER][NEUTRAL] I can make her available. I, I live next door. I'm her son. She's [PII]. I handle her affairs. If we need her, I can.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Yeah, we just need to get her permission if we don't have an authorization on file for you, [PII], we'll need to get her verbal permission to speak with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, if you, you want me to call you back or can you wait for me to walk for about a minute?
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] I could hold the line.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, and once she does that, can I come back to my house because this is where all my paperwork is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's fine if I could speak with her and get her verified. Let her know that we just need her to verify that we can speak with you and what information we can disclose.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am, I understood, [PII], like I say, she just, she's [PII]. She don't want to deal with anything and uh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] So, and I knew this might be an issue, but I thought, well, I'll go ahead and call.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Just bear with me a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm old too. I'm [PII]. I walk as fast as I used to.
[AGENT][NEUTRAL] That's not old. That's young.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] I was just letting you know he gonna get out of breath.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK. Her name is [PII], by the way.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Just a minute, I'm almost there.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Listen, I'm on the phone with somebody from American Life.
[CUSTOMER][NEUTRAL] And she needs your permission to talk to me. This is [PII], and I told her who you are and she just wants you to give permission for me to deal with your affairs. Hang on just a moment.
[AGENT][NEUTRAL] Hello, Ms. [PII]. Hi, Ms. [PII]. This is [PII] with American Public Life. Can you repeat your name for me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And miss
[AGENT][NEUTRAL] Thank you, ma'am. And do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, trying to get my policy number.
[CUSTOMER][NEUTRAL] Oh, he lifted it. He, he lives next door to me. That's my son and he tends to all my, my affairs because I've, I've done got too old for that stuff, um.
[AGENT][NEUTRAL] OK, let me, let me search it by your name because I'll need for you to verify some information and then also give us permission to speak with your son. What's your son's name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] What's your son's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And you said your last name spelling is [PII]?
[CUSTOMER][NEUTRAL] A R
[AGENT][NEUTRAL] [PII] and your first.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] And then your first name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me search by name.
[AGENT][NEUTRAL] Give me one second. What type of policy do you have, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, what, uh, is that what kind of policy do I?
[CUSTOMER][NEUTRAL] Oh, OK. It's a couple be for for.
[CUSTOMER][NEUTRAL] 00, intensive care and, and cancer policy.
[AGENT][NEUTRAL] OK, let's see. Let me.
[CUSTOMER][NEUTRAL] It's a supplemental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see if I can get you located here in the system, your name located.
[CUSTOMER][NEUTRAL] Are you, are you talking to me or somebody else?
[AGENT][NEUTRAL] You, to you. I'm locating your policy number by your name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 000, OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And what is your full address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] as in a girl's name, [PII] [PII], [PII].
[AGENT][NEUTRAL] Uh uh-huh.
[AGENT][POSITIVE] Great, thank you. And can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] And what's your email address? Or do you have one on file?
[CUSTOMER][NEUTRAL] It, uh, now I, I have [PII] and it's [PII] uh uh oh it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm gonna repeat that back. So it's [PII], is it your first and last name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Uh, [PII], mhm.
[AGENT][NEUTRAL] All together
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, uh.
[CUSTOMER][NEUTRAL] [PII] is my first name and [PII] is my.
[AGENT][NEUTRAL] Is it [PII] or is it all together?
[CUSTOMER][NEUTRAL] It's now it's two words, [PII] and [PII] is my name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Yeah, I understand that, but with your email address, sometimes.
[CUSTOMER][NEUTRAL] But that's not uh uh hold on I'm.
[AGENT][NEUTRAL] I can, I can
[CUSTOMER][NEGATIVE] But this is not.
[AGENT][NEUTRAL] I can verify it with [PII]. You gave me the just of it. I just needed to know if there was anything in between that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, uh, yes, OK. Let me let you just speak, let me let you speak to him. OK.
[AGENT][NEUTRAL] And what information can we provide to a Miss, Miss [PII]?
[CUSTOMER][NEUTRAL] Hey, [PII],
[AGENT][NEUTRAL] Put her back on the phone real quick, [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah, OK, I know.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hey, Ms. [PII], what information can we provide to your son, [PII]?
[CUSTOMER][NEUTRAL] Uh, well, you, you can give him all, all the information about me because he takes care of my, all of my, um,
[CUSTOMER][NEUTRAL] Everything. Mhm.
[AGENT][NEUTRAL] Affairs, OK, and can I get a good phone number for you, Miss [PII]?
[CUSTOMER][NEUTRAL] I think I've got to ask her what she's asking me.
[AGENT][NEUTRAL] Your phone number?
[CUSTOMER][NEUTRAL] OK, my phone number.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 399.
[CUSTOMER][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] [PII], I, I, I was trying to listen to her and listen to you and I can't do it.
[AGENT][POSITIVE] All right, Ms. [PII]. Thank you so much. I can.
[CUSTOMER][NEUTRAL] OK. Well, did you get that, did you get that phone number [PII] OK. Oh, she's got it.
[AGENT][NEUTRAL] I did. I have it. I have it.
[AGENT][POSITIVE] And I'll speak with [PII] now. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], I'm back.
[AGENT][NEUTRAL] OK, so let's see.
[CUSTOMER][NEGATIVE] The the emails she gave you uh uh it's not correct.
[AGENT][NEUTRAL] Right, so what is, what is it?
[CUSTOMER][NEUTRAL] OK, it's gonna be, it's gonna be my name, but I go by [PII]. I go by my middle name. It's [PII], ma'am.
[AGENT][NEUTRAL] But she has
[AGENT][NEUTRAL] Well, [PII], we have to give, she has to give us permission to use your name instead of hers.
[CUSTOMER][NEGATIVE] But it's an email and she don't, she don't have internet. She don't, she don't deal with this. I have her an account, OK, but if.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] I understand, but what I'm saying is because it's her account and you're putting your email address, we just need her to her to say that it's OK that you use your email address on her account.
[CUSTOMER][NEUTRAL] Alright, let me walk back.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Mama, you have to tell her that it's OK to use my email address to handle your account.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, it's OK to use his email address to, to take care of my account.
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] OK. Mm.
[CUSTOMER][NEUTRAL] Alright, I'm back.
[AGENT][POSITIVE] OK, I think we're set to go now.
[CUSTOMER][NEUTRAL] But do you want the good email address?
[AGENT][NEUTRAL] Yeah, if we need to send correspondence.
[CUSTOMER][NEUTRAL] That's OK, because if you send it to her on her old account, I'll have to come down here and get, get her phone and find it. So I thought, I, that's why I always use mine. It goes straight to me. It's my name. I go by [PII]. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep, [PII], yes.
[AGENT][NEUTRAL] Now, but the email she gave me, is that her email address?
[CUSTOMER][NEUTRAL] She has an email. It's, but she was giving it to you wrong. She said [PII]. It's, it's actually [PII] altogether.
[AGENT][NEUTRAL] OK, got it. I do want to note that in her, I just do, I do want to put this in her notes just so it's documented, so.
[CUSTOMER][NEUTRAL] Uh, see, and it would it.
[CUSTOMER][NEUTRAL] Yes ma'am, but it, but what she gave you would have been, it would have been invalid, so that's why.
[AGENT][NEUTRAL] I know, I know. So I have [PII]. Got it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, all lower case, yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Are we still together? OK, yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] We need to get the email address updated here.
[CUSTOMER][NEUTRAL] Now I'm back to my house and I can tell you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Anything else you need to know off this policy? Did you need the policy number?
[AGENT][NEUTRAL] I had to look it up. What do you have as a policy number?
[CUSTOMER][NEUTRAL] Uh, well, the last correspondence she had with anybody there seems like being back in [PII] Doctor [PII]. She probably don't, don't work there anymore, but who knows anyway with update and it's, uh, policy his current policy number 99, then it's A as in apple 0086004.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. So her current policy number, and this is what you would provide whenever you call in, OK?
[CUSTOMER][NEUTRAL] OK, hang on, let me get a pen in hand. I'm ready.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, let me say this. I mean, we are talking about a supplemental policy. Is that correct?
[AGENT][NEUTRAL] It's a cancer policy.
[CUSTOMER][NEUTRAL] Uh, but see, she got a rider on that for intensive care.
[AGENT][NEUTRAL] Let me check that.
[CUSTOMER][NEUTRAL] Or vice versa, or vice versa. I think this is she, she added a cancer policy is what I'm looking at this letter from Miss [PII].
[CUSTOMER][NEUTRAL] Uh, so it's too, it, so.
[AGENT][NEUTRAL] Let me, let me take a look, give me a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, I'm showing a cancer policy and there is an intensive care writer under this policy.
[CUSTOMER][NEUTRAL] Right, and that's, that's what you know I'm trying to get at, so there's two policies together.
[CUSTOMER][NEUTRAL] Um, and of course the policy number I gave you, that's the only policy number I've got. I've looked through all of her paperwork.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] So you'll use the one that I just gave you. She has one policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And that intensive care writer is added to the cancer policy so you're not gonna, there's no, there's not two policy numbers. It's just the one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, I mean, I don't mean to interrupt, go ahead.
[AGENT][NEUTRAL] And what
[AGENT][NEUTRAL] Yeah, I just wanted you to understand whenever you call the intensive care writer is included on the policy number that I gave you the 641-683, so there's not two separate policies for each.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] OK, well, and my, my point I'm going to be of this is is this, she wants to cancel it. So I mean, I, I may have to call you back. I hope not. I hope we can take care of this and today will be fine, but I, you know, I'm glad you gave me the number, uh.
[AGENT][NEUTRAL] She's wanting to cancel the entire policy or just a critical illness? OK.
[CUSTOMER][POSITIVE] Entire policy. No, no, she wants, yeah, I mean, like I say, uh, [PII], you know, she's she's [PII], she's got good insurance and you know this was this was back it to me this type of supplemental stuff to me is for young people. They can't, they're, they're working, they can't afford to be off work. I mean, I get it, but she's paying $117 a month for this, this supplemental, and she's covered. She's fully covered on her, her her blue cross.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Blue Shield policy she's got now. She doesn't need this, and it's a hunk of change per month for her. She's been paying this for years and years and years. And it's, you know, it was a good deal when she got it back in [PII], I think was what the original start date of this, this policy was. And then she added this, this cancer or whatever. But you see my point, she just, it's $117 a month for supplemental insurance that she really just don't need it.
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I got you. I understand. Give me one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because I mean, she is on a budget, you know, she is a retired person.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And I'm just taking care of mom.
[AGENT][POSITIVE] I totally understand it and I love it. Thank you for taking care of mom.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Bear with me here.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I'm waiting.
[CUSTOMER][NEUTRAL] I didn't lose you, did I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so show that the policy is uh canceled and it will um.
[AGENT][NEGATIVE] Go through the end of this month and then effective [PII] she will no longer have this coverage.
[CUSTOMER][NEUTRAL] Yeah, I saw this morning on her.
[CUSTOMER][POSITIVE] Um, I can, uh, I give daily on, uh, on that that they, you guys, I say you got this company.
[CUSTOMER][NEUTRAL] Withdrawn 172 by draft.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] So, so [PII] will be the last day.
[CUSTOMER][NEUTRAL] I mean, that'll be when the policy is no more.
[AGENT][NEUTRAL] Or the end or the end of this month, [PII].
[CUSTOMER][NEUTRAL] OK, so, OK, April, OK.
[CUSTOMER][NEUTRAL] And so you'll just, uh, automatically stop. This will be the last draft that will come from her checking account then, the one that was just made.
[AGENT][NEUTRAL] Correct. After [PII], no, nothing else will be drafted. We've already drafted the March.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so what I'm saying you got it today that covers March and there'll be no more drafts.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I don't guess I need anything else unless you think I need it, so, so something with that. Alrighty, well, listen, it's been great talking to somebody that speaks clearly and is very polite and you're great at your job, and I wish that everybody was you and the world would be a better place.
[AGENT][NEUTRAL] No, that's it.
[AGENT][POSITIVE] That is very, very, very sweet of you, [PII]. I appreciate that.
[CUSTOMER][NEUTRAL] And your patience
[CUSTOMER][MIXED] So, and I mean, again, I hate to hurt have to leave, but you see the point and, and she's had it, you've made a bunch of money off her over the years and that's wonderful. That's what the world is all about. It's free enterprise, but, uh.
[CUSTOMER][NEUTRAL] Today it has to end.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] OK, OK, [PII], well, listen, have a great day and uh, will she get something in the mail, by the way, a cancellation notice?
[AGENT][NEUTRAL] A letter, yes, sir.
[CUSTOMER][NEUTRAL] Yes, OK, great, that's what I need. OK, that's all I know and that's all I need about this this issue.
[AGENT][POSITIVE] OK. All right. Well, thank you, [PII], for helping out, um, Miss, Miss [PII], and, um, if you don't have any other questions, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK. OK, you too, bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.