AccountId: 011433970860
ContactId: 7af1f026-22df-4827-b4d3-20accacf142a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1129930 ms
Total Talk Time (AGENT): 464698 ms
Total Talk Time (CUSTOMER): 429622 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/7af1f026-22df-4827-b4d3-20accacf142a_20250123T16:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, excuse me, I am calling, uh.
[CUSTOMER][NEUTRAL] About that policy that I have intensive care policy that I have had for many years and the I can give you the number it's 59,380.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's your um policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, and I have you here, Ms. [PII], and I just need you to verify your date of birth and your mailing address on file.
[CUSTOMER][NEUTRAL] 6544.
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and thank you for verifying your information. Oh, I see you have an email also. I'm sorry, can you verify your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII], and how may I help you today?
[CUSTOMER][NEGATIVE] I, uh, printed off what I thought was going to be my intensive care policy. This, I, I have no idea what this is. It looks like I'm paying for nothing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is it, wait a minute, so you're saying you got the wrong thing or?
[CUSTOMER][NEUTRAL] No, I'm saying I printed off the policy for that policy number that I gave you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] It has nothing. It says nothing at least.
[CUSTOMER][NEUTRAL] To my
[CUSTOMER][NEUTRAL] My I, what I'm reading is not a policy.
[AGENT][NEUTRAL] OK, what does it?
[AGENT][NEUTRAL] Well, let me pull up your policy documents first and then hold on one moment.
[CUSTOMER][NEUTRAL] Please, yeah.
[AGENT][NEUTRAL] OK, so just for the call, all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][POSITIVE] OK, so I'm pulling up your benefits now.
[AGENT][NEUTRAL] Where is?
[CUSTOMER][NEUTRAL] I see nothing.
[CUSTOMER][NEUTRAL] That talks about.
[AGENT][NEUTRAL] Wait,
[AGENT][NEUTRAL] Your coverage.
[AGENT][NEUTRAL] Let me do this.
[AGENT][NEGATIVE] I know this can't be it because I don't, I don't.
[AGENT][NEUTRAL] Hold on one second. How long has this been?
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] This is very
[AGENT][NEUTRAL] Since like 1990. Let me do this. I'm gonna
[CUSTOMER][NEUTRAL] Earlier than that, I believe.
[AGENT][NEUTRAL] I'm gonna, um,
[AGENT][NEGATIVE] Reach out to the claims department and have them take a look at this with me, because I don't even see it, something's missing. I don't even see like your benefit and how much is paid to it. I don't see that.
[CUSTOMER][NEUTRAL] I don't either.
[CUSTOMER][NEUTRAL] I don't either.
[AGENT][NEUTRAL] Um, so, let me, if you don't mind, I'm just gonna place you on a brief hold because what happens is the system at that time, it just has a whole bunch of documents and then the certificate is like drafted from your terms. So it looks like that might be missing, but I, I, I don't want to say that for sure. I just know I don't see that.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um, do you mind if I place you on just a brief hold to see if this is truly the copy or, or, you know, that benefit page that we're looking for is truly missing.
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] Is there a way that the three of us can be in on this conversation?
[AGENT][NEUTRAL] Oh, well, sure, I just have to call the department first, but yes, I can put you in the call.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, I'd appreciate that.
[AGENT][NEUTRAL] OK, you're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm just fine, thank you.
[AGENT][NEUTRAL] That's good. Um, I have two questions. I have an insured on the other line. Her policy certificate that she received doesn't show the schedule of benefits.
[AGENT][NEUTRAL] But I wanted you to look at it with me to make sure I'm not missing anything, but she's asking, can she be in on the call, but I wanted to talk to you first.
[CUSTOMER][NEUTRAL] Well, what is the policy number?
[AGENT][NEUTRAL] It is 59,380.
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, hold on, let me
[CUSTOMER][NEUTRAL] These policies are old, um, what kind of questions she's having?
[AGENT][NEUTRAL] So I just want you to look at the policy, sir, in on base, because you know like where it has like whatever the benefit amount it or the benefit name and then what we'll pay, you know, like the breakdown.
[CUSTOMER][NEUTRAL] Right, it's it.
[AGENT][NEUTRAL] I don't see that in there and I was wondering maybe because
[CUSTOMER][NEUTRAL] Let me look, it's an intensive care policy. You may have to look what's in the system, um, hold on, go to I'm looking at the document that's dated [PII].
[CUSTOMER][NEUTRAL] And it has the coverage description.
[AGENT][NEUTRAL] Right, but I need that, so, OK, so.
[CUSTOMER][NEUTRAL] That would be your, that's your schedule.
[AGENT][NEUTRAL] Right, but my question to you is, that's what she wants on her copy. So do I need to, I just wanted someone from claims to look at the policy, sir, because that's missing in her policy, sir, it's just term.
[CUSTOMER][NEUTRAL] Right. Well, there's a policy that's 223-2021 that doesn't have all the information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the policy she needs to look is that [PII]?
[CUSTOMER][NEUTRAL] But I would request them um in the hub to put in the policy cert, the, the entire, I would say entire policy including coverage description page.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm just gonna ask, OK, she asks if she can be in on the call. She just wants to hear us talking, I guess. Is that OK with you?
[CUSTOMER][NEGATIVE] What I don't know why she needs to hear us talking. Why don't you just transfer the call and let me speak with her.
[AGENT][NEUTRAL] OK, hold on one moment because there's.
[CUSTOMER][NEGATIVE] Let's just do that. I don't understand why she's, you know, it's kinda silly. I can answer her questions if you just wanna transfer her.
[AGENT][NEUTRAL] I don't really know the point of transferring. You, you already answered my question. She just, I guess she just wanted to, she wanted to make sure she wasn't missing any information, but it's OK. I got it. I just need to send a hug.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, no, no, no, you could, you could, I mean it can, but we just need to put an updated you can just go ahead and transfer her. I mean, not transfer, but we can, you get if you want to and she wants to hear the call I I'll, I'll be happy to, you know, go, you know, have her in the call. That's fine, and I can explain that to her.
[AGENT][NEUTRAL] No, I don't need you to explain anything. She just, she just wanted to hear it. I guess to make sure I'm giving her, we all saying the same thing, but it's fine. I can explain it to her. She, that schedule page, that schedule page is what needs to be on her policy, sir, so I can handle it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK, yeah, you don't mind.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Right, yeah, I mean, if not, I can, I mean, I don't mind us all having a three-way call. That's OK. I mean, if you want to do that, that's fine with me. I don't mind.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Or if you want to tell her that information and she still wants to be included, we could do that. I mean, that's fine. You, you, it's up to you what you would like to do.
[AGENT][NEUTRAL] OK, hold on one second, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, I have claims on the line with us and we took a look at your policy certificate. So yes, one of your older documents from, you know, because this policy has been with us for a while, it was not included in your policy certificate. So I'm, and that's what has the benefit and all the pricing. So I'm sending over um a request to have the complete policy certificate drafted with your schedule of benefits. That's what's missing in, in your copy.
[CUSTOMER][NEGATIVE] Why would it not have been out there? That makes no sense to me. You know, if I just look at this and I don't call you, which has been the case for many years, I guess, um, it looks like I'm paying for nothing.
[AGENT][NEUTRAL] I
[CUSTOMER][NEGATIVE] Well, it was just a glitch.
[AGENT][MIXED] You're absolutely right, and I can't, I can't answer for that. That's an error on our part, but I am getting it redrafted with all of the information on there for you, but you're absolutely correct, that should have been in there.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] How much am I paying per month for this?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] So for your intensive care, it's $9.
[CUSTOMER][NEUTRAL] A month.
[CUSTOMER][NEUTRAL] Right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEGATIVE] That doesn't sound right.
[AGENT][NEUTRAL] So we're OK, claims. You can drop the line. She just wanted us all on the, the phone, but we know the issue now.
[CUSTOMER][POSITIVE] OK, if you need any further questions, just please let me know and I'll be happy to help you. OK. All right, thank you. You have one too. Thanks.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, well, have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], are you still there?
[CUSTOMER][NEUTRAL] $9
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] $9 a month does not sound reasonable.
[CUSTOMER][NEUTRAL] It sounds like it should be more.
[AGENT][NEUTRAL] Well, I mean, cause now, most of our policies now are not this amount, but you've been with us well before the 90s, so you've been with us for a while. Your policy is definitely $9. I'm just looking to see if it's any other, I'm looking down the ledger, but yes, it's all, it's only $9.
[CUSTOMER][NEGATIVE] Well, let me ask you this. I never get any information about updates. I get nothing. All I do is call every year to see what the monthly payment is, and that partly is my fault. I should have been more up to date on things.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] Uh, how can I get updates? Are there updates? And why don't I get them?
[AGENT][NEGATIVE] Well, that's what I was gonna say. Well, there's really nothing for you. I mean, you're doing all you can do. There's no real updat[PII] unless you were to call and, you know, maybe add something or delete something from your policy. You have your coverage. It's the same amount each month. There's really no updates to like look for unless something changes, but then we would notify you like in writing, but there, there has been none.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right then, let's go to my other policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The number is 594.
[CUSTOMER][NEUTRAL] 283.
[AGENT][NEUTRAL] OK, that's the.
[AGENT][NEUTRAL] Cancer 594283.
[AGENT][NEUTRAL] OK. So I have your cancer policy here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I really don't understand a lot of it, but uh,
[CUSTOMER][NEUTRAL] Anyway,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] I did want to point out that you definitely have my age wrong on here.
[AGENT][NEUTRAL] Your age is incorrect on your policy certificate?
[CUSTOMER][NEUTRAL] Uh, let's see here.
[CUSTOMER][NEGATIVE] On page 3 policy schedule, the age is wrong.
[AGENT][NEUTRAL] OK, hold on one moment let me pull that up.
[AGENT][NEUTRAL] And it's page 3.
[AGENT][NEUTRAL] OK, what's at the top of the page? I'm just trying to get to where you are because our pages are not, our pages may not be the same.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Policy schedule.
[AGENT][NEUTRAL] Policy schedule. Hold on one moment.
[AGENT][NEUTRAL] OK, here we go. Policy schedule, individual.
[AGENT][NEUTRAL] OK, so where do you see the age, like where it says policy schedule and
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] OK, then it gives the policy number, the effective date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And OK, type of coverage age of primary insured.
[CUSTOMER][NEUTRAL] I assume that was
[CUSTOMER][NEUTRAL] In [PII], effective date is [PII] on this policy.
[AGENT][NEUTRAL] So this is saying on the effective date the age of the primary insured was [PII], not the age as of today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right then. Got you.
[CUSTOMER][NEUTRAL] Uh, and.
[CUSTOMER][NEUTRAL] The premium is $57.55 per month, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For my tax purposes.
[CUSTOMER][NEUTRAL] I, uh,
[CUSTOMER][NEUTRAL] I want a copy of the.
[CUSTOMER][NEUTRAL] Intensive care that we were talking about earlier that.
[CUSTOMER][NEGATIVE] Had nothing really on there.
[CUSTOMER][POSITIVE] I want it to include the benefits and everything.
[CUSTOMER][NEUTRAL] Are you with me?
[AGENT][NEGATIVE] Yes, ma'am. That's already, I've already sent that request in because it should not have been sent to you that way. It should have had that in there.
[CUSTOMER][NEUTRAL] OK, now it these are things that I just printed off yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, I would, well,
[CUSTOMER][NEUTRAL] OK, I want to have it sent to me or I want it.
[CUSTOMER][NEUTRAL] Uh, so that I can pull it up myself and print it.
[AGENT][NEUTRAL] OK, I can have a copy mailed to your home and well, when they draft it, it's going to, so.
[AGENT][NEUTRAL] Basically, they're going through all the files from the [PII] on up until today, and they're getting your schedule of benefits together. They're gonna have to redraft the whole policy sir again. It's gonna have to go through compliance and all of that. So when they, when they're finished with that process, it's going to be online for you through the online service center and I can also have for them to mail you a copy to your home address.
[CUSTOMER][POSITIVE] OK, that would be great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate that.
[AGENT][NEUTRAL] I sure can.
[AGENT][NEUTRAL] And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment, um, but yes, I did, I did put that request in and they're going to mail it and it's going to be available online.
[CUSTOMER][POSITIVE] OK, I appreciate that then. OK, and.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Uh, OK, and you do have my current address, which is in [PII], right?
[AGENT][NEUTRAL] Yes, ma'am. I have [PII]
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Yes, ma'am. That's, that's where it will be mailed to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I guess.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] Well, I certainly, again, I do apologize that that policy certificate was not drafted correctly. I, I'm sorry that that was not caught, um, but I do want to thank you for calling us and letting us know so we can get it corrected for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate your help then thank you.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I don't think so. Thank you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.