AccountId: 011433970860
ContactId: 7d8952ed-776d-4936-9428-ce692bffbdba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301079 ms
Total Talk Time (AGENT): 149998 ms
Total Talk Time (CUSTOMER): 134944 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/7d8952ed-776d-4936-9428-ce692bffbdba_20250403T15:45_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], uh, I'm calling about policy number 009.
[CUSTOMER][NEUTRAL] 36645
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I think we may have messed up.
[AGENT][NEUTRAL] OK. Well, in order to assist you further, is it possible to get your name and a callback number, please?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] And the policy was under my wife. Well, actually this one's under me. My wife claimed it already.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] The company she works for CIS in [PII], used to take out of a check to pay this.
[CUSTOMER][NEUTRAL] And it looks like they quit paying it and she didn't know about it, so.
[CUSTOMER][NEUTRAL] I'm just trying to find out if the policy is still in effect. Can we pay enough to catch up on this if if it's late or?
[AGENT][NEUTRAL] OK, Mr. [PII], what's a good callback number for you in the event that we get disconnected, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that. And I do have the policy pulled up. So let me get you to verify a couple of things, Mr. [PII]. Can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII] and address is [PII].
[AGENT][NEUTRAL] Thank you for that, Mr. And you said your date of birth was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Looks like we've got March. Let me fix that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] And I'm showing we got an email account on file. Um, looks like it might have been your wife's email. Do you happen to know the email on file?
[CUSTOMER][NEUTRAL] Uh, probably be [PII].
[CUSTOMER][NEUTRAL] [PII] possibly I'm not sure if she's got 2 or 3 of them.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] Yeah, that's what it was. All right, give me just a second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm trying to update your date of birth, bear with me. So, you stated that you're calling today to basically figure out the policy still in force for one, and if it's paid current.
[AGENT][NEUTRAL] Cause you're not sure about if the
[CUSTOMER][NEUTRAL] Yes, is it up to today? Yeah, is it up today because the company, like I said, they quit paying it out of a payroll check and she didn't know about it and we were just going over some paperwork yesterday looking through old files and.
[CUSTOMER][NEUTRAL] We found this uh
[CUSTOMER][NEUTRAL] Letter with a check for $149.40 saying she had overpaid and [PII].
[CUSTOMER][NEGATIVE] But we hadn't paid anything since so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I hope it's not.
[AGENT][NEUTRAL] OK, so this is a cancer lump sum policy. It looks like it's only on you because she did use her benefit. We paid a first occurrence benefit on Miss [PII], so it doesn't cover her anymore.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, yeah
[AGENT][NEUTRAL] Uh huh, we did take her off, but it looks like you guys did change everything over in [PII]. Um, it looks like we changed everything over and you guys are actually drafting every 3 months in the amount of 9480.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, that is
[CUSTOMER][NEUTRAL] OK, I'll take it out of our checking out of our checking account.
[AGENT][NEUTRAL] Yes, and it comes out around the [PII]. Um, it may take 2 or 3 business days, but it, again, it don't come out every month, it's every 3 months, and the total amount is 9480. You are active and you are paid current to [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Awesome. Alright, so uh, you'll still take it out of the out of her, our checking account. Alright, she's gonna be happy about this.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir. And you still have coverage and like I said, just it's, it's available to you until you need it. And then once you need to utilize it, um, the first occurrence is a one-time benefit. It's paid out. Once it's paid out, the policy will be canceled since you're the last remainder, uh, on it, but you guys are good to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, I understand that.
[CUSTOMER][POSITIVE] All right. You made our table.
[AGENT][POSITIVE] No problem at all, Mr. [PII]. I'm glad I did, I'm glad I was able to ease any concerns that you guys had. Is there anything else I can help you with before you go, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mm, no, ma'am, and I hope I never need the policy, but it's good to know it's still in effect.
[AGENT][POSITIVE] Yes, sir. Well, you guys have a wonderful day and thank you for calling APL as well.
[CUSTOMER][POSITIVE] You too baby have a good one.
[AGENT][POSITIVE] You too. Thank you, Mr. [PII]. Bye.
[CUSTOMER][NEUTRAL] Bye bye.