AccountId: 011433970860
ContactId: 80f9cf87-db08-4e7b-8340-725bd30f9ee0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2248780 ms
Total Talk Time (AGENT): 562628 ms
Total Talk Time (CUSTOMER): 1040177 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/80f9cf87-db08-4e7b-8340-725bd30f9ee0_20250106T22:38_UTC.wav
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[CUSTOMER][NEUTRAL] To hear more
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I want to talk with someone about my.
[CUSTOMER][NEGATIVE] Canceling my policy.
[AGENT][POSITIVE] OK, I'm happy to help with that. May I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, 8265588265588.
[CUSTOMER][NEUTRAL] And reveal how it's changing.
[AGENT][NEUTRAL] OK. Let me just pull this up. Give me a second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] And you said it starts with an A like an apple and then the number 8 correct?
[CUSTOMER][NEUTRAL] OK, it's the letter A.
[CUSTOMER][NEUTRAL] 265-58
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] because you are brighter than.
[CUSTOMER][NEUTRAL] Control of your symptoms.
[CUSTOMER][NEUTRAL] Only treat.
[CUSTOMER][NEUTRAL] 5.
[AGENT][NEUTRAL] Alright, and then if I could get your first name and last name?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII]
[AGENT][POSITIVE] All right thank you [PII].
[CUSTOMER][NEUTRAL] Uh, Ms. [PII], please.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] weight gain and high cholesterol. Difficult.
[AGENT][NEUTRAL] And then for security, Ms. [PII], I will need to please verify your date of birth and address.
[CUSTOMER][NEUTRAL] OK, it's [PII]. My address is [PII].
[AGENT][NEUTRAL] All right, thank you so much. And so you would like to go ahead and cancel this policy immediately, Miss [PII]?
[CUSTOMER][NEGATIVE] I do not want any money taken out of my you all were debiting my checking account.
[CUSTOMER][NEGATIVE] And I want you to cancel that first of all, first and foremost no more money coming out of my account. I've been doing this for the last 40 years and you all are not uh up and doing what you're supposed to do. You all have unethical practices and I already reported you to the Louisiana Department of Insurance and you all have finagled around with them.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The
[CUSTOMER][NEGATIVE] So I don't think you would be able to, I couldn't trust you to take any more of my money.
[AGENT][NEUTRAL] Understood, yes, ma'am. So you'd like the direct deposit removed and then to cancel the policy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEGATIVE] Right, I want it. I want first of all, direct deposit needs to be, I've already stopped payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then cancel the policy following that. Yes, ma'am?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so we recruit globally we have to really widen that.
[CUSTOMER][NEUTRAL] When was the last time you all, uh, you all can, I would like to know about my December payment.
[CUSTOMER][NEUTRAL] English others in
[AGENT][POSITIVE] OK. Yes, ma'am. I'm just looking on how we can stop the payment and all that. So give me just one moment and then I'm happy to address the December.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Need to.
[CUSTOMER][NEUTRAL] In languages um.
[CUSTOMER][NEUTRAL] hopes to pass on.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] to teach her how to do it, so she speaks Spanish.
[CUSTOMER][NEUTRAL] teachers.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They must also have a degree in teaching or education, be fluent in English, and have a valid.
[AGENT][NEUTRAL] Thank you for your patience on this, Ms. [PII]. So I'm gonna need to reach out to see how I can delete out your bank information off of the policy. Um, do you mind if I place you on just a brief hold or would you like me to call you back? Is that better for you?
[CUSTOMER][NEGATIVE] No, I can stay on hold. I'm not going anywhere.
[AGENT][POSITIVE] All right, thank you. One moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I apologize for the hold, Miss [PII]. I was able to remove all of the bank information, so none of that information is on file with us any longer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like the draft date for payment on the policy was the [PII].
[CUSTOMER][NEUTRAL] It couldn't have been the [PII].
[CUSTOMER][NEGATIVE] Because it's usually around the [PII] or later than that, so you're lying about that. I can show you my well I can look at my bank statement. You've never done it on the [PII], so why are you saying that?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm just saying what I see as far as the draft date in the policy.
[CUSTOMER][NEUTRAL] I'm talking about the bank. I'm looking at my bank statement too, and it does not show that.
[AGENT][NEUTRAL] It shows
[AGENT][NEUTRAL] All I can say is that's the date that I see here in front of me.
[CUSTOMER][NEUTRAL] And I'm looking at my bank date and it says.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm looking, I'm looking at my bank statement. It says every month it's around the [PII].
[CUSTOMER][NEUTRAL] So I know you're not telling the truth. I don't know where y'all get that from, but that's, it's not, it, it hasn't changed.
[CUSTOMER][NEUTRAL] I got my bank statements all the way back and it shows that the [PII].
[CUSTOMER][NEUTRAL] Sometimes it may be the [PII].
[AGENT][POSITIVE] I am happy to verify that information, Ms. [PII]. I'm a newer agent and that's the date that I'm seeing. So I'm not intentionally giving you bad information, I can assure you, but I'm happy to double check on it just to make certain that I'm seeing the right date, absolutely.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, when I first called and inquired about my policy, you, you all had the wrong birth date for me. You had my policy was associated with a person whose birth date was [PII]. I bet you don't have that on your records either, do you? You all have just, oh, do you see that?
[AGENT][NEUTRAL] Would you like me to
[AGENT][NEUTRAL] I
[CUSTOMER][POSITIVE] And then you changed my policy number, so that the benefits I was getting would be less than what I, I've been with this company since the early [PII], maybe a longer than it's been over 40 years. So what your, your unethical policies and the things you're doing, it's just amazing how you all stay in business.
[AGENT][POSITIVE] Miss [PII], I'm really just trying to help and like I said I'm newer to this company and so I'm just trying to give you the information that I see and assist in any way that I can so if you'd like me just to cancel this now I'm happy to do that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Yes, I need to, I, I want you to stop, uh, my main thing is to not debit my account anymore.
[CUSTOMER][NEGATIVE] Do not debit my checking account.
[AGENT][NEUTRAL] Yes, ma'am. So I have removed all of the banking information from your policy, and I'm happy to go in and cancel it now. No more payments would be taken. The policy would be canceled and you're not paying anything else towards this.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What about my December payment?
[AGENT][NEUTRAL] I would need to double check on the December payment to see if you would get anything um on that. So I'm
[CUSTOMER][POSITIVE] Well, I would like for you to do that right now, please, ma'am if you don't mind.
[AGENT][POSITIVE] Yes, absolutely. One moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you today?
[CUSTOMER][NEUTRAL] Hey, I'm well. How about yourself?
[AGENT][NEUTRAL] I'm doing OK. I am wondering if you can help me with a policy and like a premium for the month of December.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] So the policy number is 00110526 for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this, um, I have the insured on the line. She's
[AGENT][NEGATIVE] Um, very upset.
[AGENT][NEUTRAL] Um, anyways, she wants to cancel her policy, and I told her I can do that for her, but I, I'm newer and so she wants to know about her December premium and as far as like if anything is going to be refunded back to her. And then also if you could help me on the date the premium comes out. I had told her the [PII], she told me I was lying to her that it comes out on the [PII].
[CUSTOMER][NEGATIVE] Oh dear.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold on one second, let's see 98.
[CUSTOMER][NEUTRAL] Uh, I don't see that that didn't set up, um.
[AGENT][NEUTRAL] So I did delete out her bank information. I will tell you that.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, because
[AGENT][NEGATIVE] Yeah, she, she's not happy.
[CUSTOMER][NEUTRAL] OK, it looks like the payments are posted on the [PII], usually, um, that doesn't mean that's when we received it so much as, I mean, I would assume with it being a direct bill that it that does it does do that but because it's so consistent.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, every once in a while I see one on the [PII] that's um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's probably due to like a weekend or something, but it's, it's like literally posted on the [PII] of every day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's a bank draft, it looks like.
[AGENT][NEUTRAL] And so if we cancel today, will she get anything back for December?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, her policy looks like it was, it's paid through.
[CUSTOMER][NEUTRAL] Uh, we, we bill from on the [PII], you know, or I'm sorry, let me start over.
[CUSTOMER][NEUTRAL] The pay two dates are on the [PII], so it covers her through the [PII]. I do not believe they pro rate.
[CUSTOMER][NEUTRAL] It she would just be covered through the [PII] because I mean she's already in January she's already been.
[CUSTOMER][NEUTRAL] Do you know what I mean by that?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So we took the premium on the [PII] or it posted on the [PII] for December.
[CUSTOMER][NEUTRAL] Well, I don't even see that. Let's see, received. Oh, it was on the [PII]. I apologize, yes ma'am, so yes ma'am, she paid on the [PII].
[AGENT][NEUTRAL] OK, so the premium received on the [PII] that posted was for the full month of December. Is that how I'm under, is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so she has not paid any premium for the month of January.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right
[CUSTOMER][NEUTRAL] What is she upset about?
[AGENT][NEGATIVE] Um, she says that we've been scamming her. She says that we don't do what we say we're going to do. She's reported us to like, um, for insurance f[PII]. She's like going on and on about how we had her date of birth wrong. I mean, you name it, Toyota, we've done it.
[CUSTOMER][NEUTRAL] Girl, we've had this checker since [PII].
[AGENT][NEGATIVE] I know. And she's like, you guys, she's like, You guys are dishonest. She was like, You lie to me. And then I'm newer, so I go to the Pyat screen and I see the draft date on there as the [PII], and I said, you know, I show the draft date as the [PII]. You're lying to me. Why are you lying to me? It comes out on the [PII]. I see it on my bank statement, more lies. Why are you guys telling, telling me lies?
[CUSTOMER][NEUTRAL] I, I don't
[CUSTOMER][NEUTRAL] I do see that it was set for the [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] That's so weird.
[AGENT][NEUTRAL] And I'm like, ma'am, I'm like, I'm literally trying to give you the best information, yeah. So, OK, do you mind just, I don't know that you can even do anything, but if I go and tell her this, that she's not getting anything back for December, do you mind just staying just in case? I mean, I'm sorry. You can say no. OK.
[CUSTOMER][NEUTRAL] I don't mind at all. No, I don't mind.
[AGENT][POSITIVE] Thank you, just a second.
[CUSTOMER][POSITIVE] No problem. You are on hold.
[CUSTOMER][NEUTRAL] the
[AGENT][POSITIVE] Thank you so much for patiently waiting, Ms. [PII]. So I spoke to somebody over in billing.
[CUSTOMER][NEUTRAL] Billing I need that's what I need. I need [PII], is that who you talk with? Because I need to speak to her too.
[AGENT][NEUTRAL] Uh, no. Her name is, the, the lady I was speaking with, her name was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she had advised me that it looks like, you know, we can cancel the policy out today. The premium that posted on the [PII] was for the month of December. So by canceling the policy today.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] There would be nothing additional taken from your account, but there would be no refund. The amount that was paid on the [PII] was for the month of December.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And I'm [PII]. Thanks for watching.
[AGENT][NEUTRAL] Does that make sense?
[CUSTOMER][NEGATIVE] No, it doesn't.
[CUSTOMER][NEUTRAL] Because this is [PII].
[AGENT][NEGATIVE] Right, so you've already paid for December and had coverage in December. Nothing's been paid for January.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEGATIVE] It didn't matter. I, you all didn't do it. You all haven't, uh, I have never used this policy in 40 years.
[CUSTOMER][NEGATIVE] So I know you can't say I had coverage. I didn't, you didn't give me anything and I, I just want you to understand how I feel. I paid on a policy. I paid $616.50 and I paid that over the years.
[CUSTOMER][NEGATIVE] And I want you to put yourself in my place. First of all, I know you probably say, why did you do that? Because I, I have worked with the cancer organization and I saw women who didn't have, couldn't afford to do things, get treatment, and I said I never wanted to be in this situation. That's why I kept my policy. But if I had known that you all were not trustworthy.
[CUSTOMER][NEGATIVE] To hold through on the benefits that I'm supposed to have, I never would have done this.
[CUSTOMER][NEGATIVE] You've taken a lot from my life. I sacrificed a whole lot.
[CUSTOMER][NEUTRAL] To keep this policy in place in case there was a cancer diagnosis. Oh yeah, you love to, you're in a rush to cancel everything now without even saying a word. I just want you to know how I feel. I know you, you, you, you can't understand, but it's, it's a lot to me. I'm [PII] old and I always thought I had a policy in place.
[AGENT][NEUTRAL] I'm
[CUSTOMER][NEGATIVE] You have a mother, you have a grandmother, you have somebody, and I want to know if they, they, do you think you, they would, you would treat them that way? No, but you have no feelings. You all don't have feelings at all. All you want to do is get money. You're money hungry.
[CUSTOMER][NEGATIVE] And you all are wrong for what you're doing to people. I just want you to know that. I hope you don't think you can go to sleep, maybe you can and feel good about yourself, but you've cheated me. You've cheated me out of a lot of money. I've never used this policy before. God help me if I, I didn't want to have if I had to have cancer, I would think that somebody would do that and the money that I paid.
[CUSTOMER][NEGATIVE] Over the years, don't count for anything. You changed my policy number. You had, you change, you gave, and what, what has probably happened, I, I can just imagine somebody else has used that my policy number and probably have taken the benefits that I'm supposed to have and you're gonna throw another policy at me. If you look at the record, you will see.
[CUSTOMER][NEGATIVE] And you falsified records falsified everything. I have the original forms that I filled out 3, 40 years, almost 40 years ago.
[CUSTOMER][NEGATIVE] But I want y'all to know you're not right, you're unfair.
[CUSTOMER][NEUTRAL] Do you hear what I'm saying? Because you're not saying anything. OK. I just want you to know, do you understand? I wanna know, do you understand how I feel?
[AGENT][NEUTRAL] Yes, ma'am, and I'm, I'm, I'm, I'm listening.
[CUSTOMER][NEGATIVE] After all these years, and I've sacrificed a lot of money. I know, but [PII] won't cut it and then you won't even give me it. You sent me a check for $69 because you wanted to cancel the intensive care policy that I had. $69 this is what I got to show for all these years and all the money that I put into this, to this policy.
[AGENT][POSITIVE] Yes, ma'am, and I'm, I'm so sorry.
[CUSTOMER][NEUTRAL] $69. Now that's, that's a travesty right there within itself. So I hope you feel good, huh?
[AGENT][POSITIVE] How can I, how can I help you, how can I help you moving?
[CUSTOMER][NEGATIVE] I want my money. I want some some I want some compensation for what all the years that I've had a policy here and never used, and that's all you can't you can't even give me, you can't, I, I don't, you know, nothing. I, I have nothing to show for all these years of being your customer. All these years I put in the money I put in. That's a lot of money you add it up.
[AGENT][NEUTRAL] I can most definitely get a supervisor to contact you. It's not within my ability to refund money to you unfortunately, Ms. [PII], um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I hear you and I'm so sorry uh for everything that you've endured and dealt with and I, you know, I, I do apologize for that and I'm happy to have somebody contact you in regards to compensation, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's not something like I said, I fortunately have the ability to do. It's not within my meat.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] Would you like me to get a supervisor to reach out to you?
[CUSTOMER][POSITIVE] I really would.
[AGENT][POSITIVE] OK. I'm happy to do that for you. Um.
[CUSTOMER][NEUTRAL] On your screen
[AGENT][NEUTRAL] Let me see if there's somebody that I can transfer you over to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Sure. You are on hold.
[AGENT][POSITIVE] Thanks for hanging in there. I'm gonna let you go. She needs a supervisor, so there's nothing else that you can do for me.
[CUSTOMER][NEUTRAL] I'm sorry, honey.
[AGENT][POSITIVE] I'm sorry. Thank you.
[CUSTOMER][POSITIVE] Good good luck bye.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hey [PII], this is [PII] over in customer care. Thanks for taking this call. I appreciate you.
[CUSTOMER][NEUTRAL] No problem, so it's [PII] on the line?
[AGENT][NEUTRAL] Yes, and she's due, call her Ms. [PII]. She's very adamant on that. Um, and I, like I said, I removed her bank draft information. I did not cancel it yet. Um, we were speaking about her premium in December, and I was advising her that she had paid premium in December.
[AGENT][NEGATIVE] That by canceling now, you know, no further bank draft would be taken but that there was no ref no refund since there was active coverage in December.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Yeah, she's very upset. She's had this policy for a very long time and just feels like we've scammed her and, and all this stuff, so it's not, it's not good. I'm not gonna lie.
[CUSTOMER][NEUTRAL] Did she mention, uh, I mean, why does she feel scammed? Is it benefits that she was trying to file a claim or something that she didn't get the benefits she thought she was gonna get or did she elaborate on any?
[AGENT][NEGATIVE] She's not getting the benefits. She kind of said that at one point, we had the wrong date of birth, and we had the wrong information and how could we have that information based off of the information she had filled out and she's like somebody else probably filed a, you know, claim under my stuff and she just, yeah, she says she's reported us and all this stuff.
[CUSTOMER][NEUTRAL] Yeah, do you know that she did um file a complaint with the Department of Insurance and I believe that that we've already responded on that. Um, I just wasn't sure what her other concerns were besides her request to cancel.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so, yeah, I mean.
[CUSTOMER][NEUTRAL] OK, um
[AGENT][NEGATIVE] That's pretty much kind of where we're at. So at this point, she's wanting some sort of compensation refund for having this policy and never using it and it not being what she thought it was supposed to be. I, you know, that's kind of what I'm getting.
[CUSTOMER][MIXED] All right. Unfortunately, I don't think there's anything that we can do, but I'll be happy to tell her that.
[AGENT][NEUTRAL] All right. I'm sorry, [PII].
[CUSTOMER][POSITIVE] No problem, thank you.
[AGENT][NEUTRAL] All right. Here she comes, girl.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[CUSTOMER][POSITIVE] Hi this is [PII] I'm the supervisor in the customer service department. How are you today? I'm not doing well at all. Oh, I'm sorry to hear that. Well, how can I help you today?
[CUSTOMER][NEGATIVE] The the young lady that was on the phone, she didn't explain to you why I had called. She said that you requested to cancel your coverage so I can take care of that for you today if you'd like to cancel your policy. I know you've been with us for a very long time. That's right and I feel like I should be compensated in some way I've never used anything I trusted in you all to provide me with the services that were in my policy you've changed, you switched my policy number you use my.
[CUSTOMER][NEGATIVE] The uh uh my policy had a policy number and it had uh a reference number. You switch from my reference number to my policy number to a reference number and made that the policy number. You all have done some very unethical things, but I just want you to know I hope you feel good about yourself because what you have done, I sacrificed a lot over the years to make sure that this policy was paid every month.
[CUSTOMER][NEGATIVE] That the money that I could have used for something else I could have gotten no one said anything. You all moved from [PII]. That's where the your company was before. I didn't even know you were in [PII] and there was stupid on my we're, we're still in [PII]. We're actually in [PII]. Our office is in [PII], so we do have an [PII] address, but we also still have our [PII] address as well.
[CUSTOMER][NEUTRAL] What's that? Our home our home office and our our main company is in [PII] and so all our mail and correspondence does go through [PII] City now, but we do still have a presence in an office in [PII].
[CUSTOMER][NEUTRAL] Can I, can, is it in a way possible for me to speak to somebody there? Oh yes ma'am. I'm actually local to that office.
[CUSTOMER][NEUTRAL] OK, what's that address?
[CUSTOMER][NEUTRAL] Well, we don't have we don't receive any mail or anything there it's just an office where our colleagues work.
[CUSTOMER][NEUTRAL] So everything would go no one no one can no one can go to [PII] to how far is that from [PII]?
[CUSTOMER][NEUTRAL] Uh, the [PII] office, it's local in [PII].
[CUSTOMER][NEUTRAL] How do you spell that? What's the name of the city? Is it the city? Yes, yes, ma'am, it's right next to [PII] actually it's over on that side of the street where the Natural History Museum and everything is at. It's over there. What's the name? How do you spell that? [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK, now I just wanted to tell you, uh, [PII] I had spoken with you earlier, your extension.
[CUSTOMER][NEGATIVE] Was [PII]. I had spoken with [PII]. You all know the situation. You know exactly what you've done with uh my policy and the changes that you made. You know what you've done. Don't come like you don't understand what's happening here because you know the situation. I reached out to the Louisiana Department of Insurance and you all have falsified records and put everything every time I have to send this.
[CUSTOMER][NEUTRAL] All my originals, I sent it to them and then you all just, and the, and the policy that you sent me.
[CUSTOMER][NEGATIVE] It was a cut and paste. You put stuff together and you all didn't think you had done anything wrong. That's what is so sad. It's different. You had the all the things because you didn't want to abide by what my policy and my premiums were my policy uh benefits were.
[CUSTOMER][NEGATIVE] You scammed me all these years.
[CUSTOMER][NEGATIVE] You never let me know you had even switched my policy. The only way I found out is when I inquired.
[CUSTOMER][NEGATIVE] About my policy after all these years and I, that was stupid on my, that was that that's the one mistake I made, not keeping up with you all.
[CUSTOMER][NEGATIVE] And you just let me go on and on and on paying and paying and paying but actually you know you're wrong. I just want you to know that you're wrong.
[CUSTOMER][NEUTRAL] And I do want to be I want to be compensated for something for all the years, all the money, all the sacrifices I've made thinking I had uh one type of policy and you switched it to something else.
[CUSTOMER][NEUTRAL] That's why I don't feel like I've had just do.
[CUSTOMER][NEUTRAL] Do you know how much that was a month, $616. That's a lot of money.
[CUSTOMER][POSITIVE] Yes ma'am I understand. So give me something.
[CUSTOMER][NEGATIVE] Don't just throw me aside and cancel my policy and then just like it's nothing. I'm a person I'm a human being. I Parker, we're not, we don't want to cancel your policy. You want to know, but I can't pay no 6. I, I'm not gonna be able to pay that.