AccountId: 011433970860
ContactId: 81777bab-38c4-4329-9e57-5cca42796a9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 810250 ms
Total Talk Time (AGENT): 257538 ms
Total Talk Time (CUSTOMER): 365694 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/81777bab-38c4-4329-9e57-5cca42796a9a_20250305T21:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I want to check on a policy I have with you. The policy number is 412.
[CUSTOMER][NEUTRAL] 266.
[AGENT][NEUTRAL] OK, may I have your name and a contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh my name is [PII] My number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, can you verify your, um,
[AGENT][NEUTRAL] Date of birth? Well, actually, hold on one moment.
[CUSTOMER][NEUTRAL] Is it under my son Travis?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's that's my son uh Travis it's an accident policy isn't it? Is that what it is?
[AGENT][POSITIVE] Correct. Yes, sir.
[CUSTOMER][NEUTRAL] OK, his, his birthday is [PII], I think it is.
[AGENT][NEUTRAL] OK, um, yes, sir, you're correct. This is the accident policy.
[CUSTOMER][NEUTRAL] OK, uh, what it is, uh, is it, is it 210 $21.50 per month drawn out of my account, right?
[AGENT][NEUTRAL] Let me double check. Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and what is, what is the, the value of the accident policy if he's, if he's hurt or how does it work?
[AGENT][NEUTRAL] Well, it's not really like a value as in like something that gains interest. It's more so like um if there's a, well, let me give you an example, hold on one moment, let me pull up the policy. But it's basically depending on the accident, there's a dollar amount that would be paid out for that, you know, injury or
[AGENT][NEUTRAL] Depends on what
[CUSTOMER][NEUTRAL] Well, that's what I say is it if he's out of, if he's out of work is injury where he's in hospital or or a week or or month or something like that, how much does it pay daily or how does it what does it pay? and that's what I'm, I'm trying to figure out, you know, how much is this policy?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Hold on one moment. I'm going through the documents to see the coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this has a medical um expense for accidental injury that will pay up to $1500 per accident.
[AGENT][NEUTRAL] Um, there's an accidental death benefit, um, that will pay up to $15,000 and ambulance benefit that would pay up to $3750.
[AGENT][NEUTRAL] Um, then there's a consignment, a daily hospital confinement. Um, we would pay up to $225 per day, um, if there was a consignment to the hospital.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, but.
[CUSTOMER][NEUTRAL] OK, the 1500 is, is per per incident is what I mean, what, what has to happen for him to get 1500 on it? I mean, what is that? The, the first figure you gave me.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] So let me see what.
[AGENT][NEUTRAL] If I can find the definition, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so there's a $50.01 time $50 deductible for the emergency room per occurrence. Um, occurrence is anything that's related, so everything for the shoulder and then if you come in for the knee, that's a new occurrence, for example, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The benefit amount won't exceed actual charges. So if your charges are
[AGENT][NEGATIVE] $1000 it, it wouldn't give the full $1500.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK. They would, they pay 1500. OK. Uh, so,
[CUSTOMER][NEUTRAL] I'm fixing to probably pass this on to him and whenever I get I can or whatever but if he decides not to take you, what do what do we gotta do to cancel the policy? What do we do to cancel it?
[AGENT][NEUTRAL] Um, so hold on one moment.
[AGENT][NEUTRAL] Let me see how it's uh.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, so, to cancel the policy, um, you would just give us a call and let us know, you know, that that's what you're deciding to do and we'll, we can terminate it over the phone.
[CUSTOMER][NEUTRAL] OK, OK, OK, well I say if, if I turn over to him, he might wanna cancel it because, uh, he might not want uh accident policy. I had it I had it for years for him uh when he was under my household and before he got married and all that, you know, I had this policy a long time and stuff so uh he might wanna, he might wanna cancel it but, uh, but anyway, if he, if he's in a hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For a certain, I mean, say a month, does it pay 225 every day to him that he's in the hospital from an accident and, and, and what does he do?
[CUSTOMER][NEUTRAL] If he, if he has an accident it's gotta be, I mean, what is declared an accident anything at home or work or or what, what is it what is it uh do to file a claim? I mean how do you, if, if far as far as.
[AGENT][NEUTRAL] So this
[AGENT][POSITIVE] So, the benefits that he would be using are so.
[AGENT][NEUTRAL] Anything accidental would be, let me see how I can define it. Hold on one moment. I'm trying to see if.
[CUSTOMER][NEUTRAL] I mean, and I like he walks out of his house there and he falls and, and breaks a leg.
[AGENT][NEUTRAL] And slips and falls, that's accident. Mhm.
[CUSTOMER][NEUTRAL] OK, any, anything that has something to do with the accident, well any kind of broken bone is gonna be from an accident or something like that. So, uh, anyway, so, uh, go over the figures one more time with you the 1500, but then the next figure, I didn't get to write those down. You went pretty fast, uh, something about 15,000 or something. What was that?
[AGENT][NEUTRAL] That was for accidental death.
[CUSTOMER][NEUTRAL] Accidental death, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sound like a life insurance there, OK, and then the 225 was hospital stay strictly?
[AGENT][NEUTRAL] Mhm. 225 was for the daily confinement benefit.
[CUSTOMER][NEUTRAL] OK, that's if he stays in the hospital a month, he'd get 225 a day if he had to stay there for some reason with the, with the accident, right?
[AGENT][NEUTRAL] Correct. And then before that was the ambulance benefit, um, which is up to $3750.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Uh, you cut out on me. How many, what, what was the dollar amount on that?
[AGENT][NEUTRAL] 0 $3750.
[CUSTOMER][NEUTRAL] OK, $3750 ambulance, ambulance, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. OK. Uh.
[CUSTOMER][NEUTRAL] What what it is right now, uh, to change, I'm, I'm changing my bank account to I'm I'm doing the LLC on myself and uh uh I, I had to change the the uh bank account to change the bank account to a different number what what day of the month is this drafted on right here?
[AGENT][NEUTRAL] Let's see, hold on one moment. The [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The [PII], OK, so if, if I would, if I would change it, change it over, I can tell you on the phone the new account number or you're gonna send me a piece of paper or or what do you gotta do on that?
[AGENT][NEUTRAL] So, hold on one moment.
[CUSTOMER][NEUTRAL] To change the account number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so if it's just the account number, then yes, we can change that over the phone. If you're changing banks, then, um, a bank draft form would need to be completed.
[CUSTOMER][NEUTRAL] OK, it's, it's the same bank. I mean, they changed names, but it's the same bank that I've been using. It's Cadden Banks. Cadence Bank is that is the bank. It's just changing the account number in that bank. So you don't, all you need is the account number then, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, do you have, do you have the old account number, the last four digits or something like that, the old account number in front of you that it's been, uh, let me see, let me give that to you just so I can make sure we're on the same page here, uh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the old one.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, the last four is [PII], is that right?
[AGENT][POSITIVE] Yes. Mhm, that's correct.
[CUSTOMER][NEUTRAL] OK, let me give you the new account number right now in case we decide to, to keep the policy and everything and keep drafting like we're doing for a while.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, and then what's the new account number?
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, you know what, hold on one moment.
[AGENT][NEUTRAL] OK, so this is what we'll have to do. I'm, I'm glad I thought about it. Um, so I can't change the account information only because it's [PII]'s policy, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If he can give us a call and we can change it over the phone, I just can't change it um because he's he's the policyholder, that's the only reason.
[CUSTOMER][NEUTRAL] OK, even though I pay, I pay the amount, I, I, I'm the one that pays the premium.
[CUSTOMER][NEUTRAL] This is my bank account, both of these are my bank accounts, the old one and the new one is my bank accounts.
[CUSTOMER][NEUTRAL] [PII], I just I just insured my son. I mean, I don't even know if he knows about this policy.
[AGENT][NEUTRAL] Right, I mean, I unders I understand what you're saying. I just, how it's set up is as if it's his policy, so we can't change the information.
[CUSTOMER][NEUTRAL] OK, OK, well, I'll, I'll try to catch him and get him alongside me here and uh if we decide to change it if, if he might, he might decide to cancel so cancel it, can I cancel myself since I am the I am the payer of it or not?
[AGENT][NEUTRAL] Um, he
[CUSTOMER][NEUTRAL] If I get ready to cancel it?
[AGENT][NEUTRAL] So, no, um, any changes made to the policy will have to be through by the policyholder.
[CUSTOMER][NEUTRAL] OK, OK, so my name is not on his policy at all? [PII].
[AGENT][NEUTRAL] He
[CUSTOMER][NEUTRAL] I, I thought my social security was just.
[AGENT][NEUTRAL] Yes, you are on the policy as the beneficiary.
[CUSTOMER][NEUTRAL] OK, uh, that's it, not any kind, nothing else, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just got stuck with the bill with nothing else, so, OK, OK, alright, well I'll, I'll do what I can to, to one way or the other either change the account or let him do what he wants to and and cancel it or change it to his name or whatever his draft he might wanna change it to his draft and keep on with it. So, uh, anyway, I'll do that then. So, uh, anyway, I, I think that's all I, I can do today with you and, uh.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh, we'll, we'll do it that way, OK?
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL Mr. [PII]. Was ther[PII] anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's fine. You provide everything I need today, so, uh, we'll, we'll get it done one way or the other then. I appreciate it so much.
[AGENT][POSITIVE] You're very welcome and thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you, ma'am. uh huh bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.