AccountId: 011433970860
ContactId: 82a514f1-5b8a-4d8d-b0e2-3734fc2acae0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 729020 ms
Total Talk Time (AGENT): 188513 ms
Total Talk Time (CUSTOMER): 574512 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/82a514f1-5b8a-4d8d-b0e2-3734fc2acae0_20250110T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi good morning [PII], this is [PII] in the care team.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][POSITIVE] I'm pretty good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Um, I've got Miss [PII] on the phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her policy number is 2331779.
[CUSTOMER][NEUTRAL] The number she's calling from is a good call back number?
[CUSTOMER][NEUTRAL] And I do see that [PII] lapsed the policy because we did not receive the signed portability election form to port policy under the trust, so [PII] is calling because she said she sent in her portability paperwork but her policy got canceled anyway, so she's on the other line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And she has been issued a new policy, but I'll explain it um to her.
[CUSTOMER][POSITIVE] 00 OK alright thank you [PII].
[AGENT][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] All right. OK, bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, Miss [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, now, [PII] was just telling me about your cancer policy that, um, the first one got canceled.
[AGENT][NEUTRAL] Because we had not received the portability paperwork um but we did receive that and your new policy has been issued, um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm trying to see when that happened. Oh, just this week, um, it was issued, um, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it is set up, it will draft um.
[AGENT][NEUTRAL] On the [PII] of the month.
[CUSTOMER][NEUTRAL] Of this month? Oh, of this month. OK, so I can make sure there's money in there because I, I'm not using that account that much anymore, so I just gotta make sure there's money for the draft. So it's still 19, whatever.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. That's right.
[AGENT][NEUTRAL] 1968. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, let me write that down so I can make sure I have.
[AGENT][NEUTRAL] And do you
[AGENT][NEUTRAL] Do you need your new policy number?
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] Um, might as well.
[AGENT][NEUTRAL] OK, yes ma'am, just let me know when you're.
[CUSTOMER][NEUTRAL] Am I gonna receive anything?
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] Am I gonna receive anything?
[AGENT][NEUTRAL] Did you mark on that form that you did not want electronic delivery?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I, oh, that part I don't remember, and I, and sadly, I like to make copies of the letters that I mail out, stuff like that. And I, like I was telling the, the young girl that was the previous lady that was helping me that I had been sick and I had car trouble to where I couldn't go out and run my errands, that's why I hadn't mailed it. And I already had talked to someone about it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, uh, and right now, and normally I would make a copy, but since I went very late in the evening when I went to mail it, or whatever time I mailed it, I don't remember, so I could go out the next morning. Um, I didn't get to go make a copy. Right now, I don't remember, but I would like to, I, whoever I spoke with previously, then me mailing that letter out, which was somewhere in, in November.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if they make notations, but um I told them.
[CUSTOMER][NEGATIVE] I had thought of canceling, because I, I was told that once I would get cancer, you only, you get $5000 for whatever cancer you have, let's say you get, God forbid, breast cancer. You get $5000 and that's it, it's over, and that's it. No matter if you get, let's say, colon cancer later, you don't get nothing, no assistance anymore. I don't know how true that is. That was told to me in [PII] by someone.
[CUSTOMER][NEUTRAL] Because when I, when I left my job, I had to decide if I was gonna continue with my insurances, so I called because I really didn't know much about this insurance. I just knew it was a cancer insurance. And, but I didn't have nothing, you know, no, nothing in writing like a booklet or a, you know, something that explains the benefits of it. So, um, so back in 22, whoever I spoke with around January, February or March, somewhere there.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I think it's January or February, because I left in January. So, um,
[CUSTOMER][NEUTRAL] I had asked that I, that's how they explained it to me. Then when I spoke with somebody this November,
[CUSTOMER][NEUTRAL] They explained, no, there is, you know, this, that it covers this or that or whatever. I, right now, I don't even remember everything. She told me, but she told me that I asked, well, can you send me anything that I can read, you know, like, you know, I don't know what you all have, a pamphlet or a policy book, or, you know, something that says what it really covers, because that, because of whatever she explained to me, that's why I went ahead and continued on.
[AGENT][NEUTRAL] Right. Yes, ma'am.
[CUSTOMER][NEGATIVE] I mean, thanks to God, I, since I've had, since [PII], I've had cancer policies. I've paid for them, but I've never, thanks to God, never had it, that I could ever get it, I'm, you know, possibility, right? We, you know, we don't know when it hits us, but, um, but that is why I was trying to decide if to continue or to cancel.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And um so she explained to me a little bit more in detail. So that's why I chose to keep it.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I know I can cancel it any time, I'm sure, but for right now I was gonna keep it. But I, I don't, um, recall what I answered on that question offhand. I don't. Uh, and that would be what you said it was, if I wanted to receive electronically, what?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The information.
[AGENT][NEUTRAL] Now, I did find, I found your paperwork and you did mark that you do not want electronic delivery, so you will be mailed out a copy.
[CUSTOMER][NEUTRAL] Oh, OK, OK. Maybe, yes, I probably would, I was gonna say, if you mean by like email and all that, then I prefer, yeah, I like to, I'm old school. I rather.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, I understand that.
[CUSTOMER][NEUTRAL] I like paperwork. I'd rather, I'd rather read than, than elect and then because of this reason, because if you would be sending it to me through email, the reason I changed my emails because somebody got into my old email and I can't get, and I can't get in there. So I had to open a new uh email.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Uh address for to receive whatever I receive, but I prefer not to receive anything even though, you know, cause you never know these people find ways to get our information, and I can't get into my old address. So, um, so because of that, now I'm kind of freaked out in the sense of who, you know, who I give it to and what I allowed to receive, you know what I mean? So, that's the only reason.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I sure do.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Cause it's never had happened to me, and it just happened uh this past March. So because of that, I, I dread to even give it up, but I sometimes I know it's needed.
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] But yes, um, if I can receive anything regarding the benefits of it, so I can still, like I said, she explained it, but right now I'm blank on what she told me. Did I write it down? I probably did, but it's probably at home, I'm at my daughter's right now. But um, but if, if you all can send me anything, I, I would appreciate it.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK. Yes, ma'am. We will send you a copy of the policy. Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK. And, and any information like the coverage, you know, the benefits, the coverage of it. Like that, I can read it, like, yeah, cause I don't know, like I said, whoever I talked to back in [PII], just told me, once you get it, you get 5000, and that's it. And so then I, you know, it left me wondering, OK, but what else? Just that, you know? So I don't know how uh how correct that.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am, that's included.
[AGENT][NEUTRAL] Right, and that's what you said that.
[AGENT][POSITIVE] Yes, when you said that, I wanted to make sure. When you said that about the 5000 benefit, that is true, but I wanted to make sure you know there are other benefits also. And, and you do know that so good. And I can let you speak to someone.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, well, somebody explained it in November, like I said, but it, you know, you know how it is, even if you explain it until you need it, you, you'll get it more. And, and, and hearing it and writing it is not the same as if I have something to back it up and be able to read it. And then like that I can make, you know, if, if I make the right decision to stay with it, or if not, well I'll call and, you know, decide to cancel it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Definitely.
[CUSTOMER][NEUTRAL] Because like I said, I don't have anything, but that I can get anything. My mother died of cancer, my father didn't have cancer, but he, he did have a, a, a benign tumor, but he, I mean, and he already passed, but he didn't die of that. But at the same time, you never know, you know.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] And um, so, and, you know, we've heard so many cases of people getting it and they didn't run in the family and all this stuff.
[CUSTOMER][POSITIVE] And that's why I always got it, because you never know, you know? And but thanks to that, so far, nothing's ever happened. But I am older now and things are happening, and things can happen, and I just wanna, even if it's not a lot of help, but whatever little help it can help, will help, you know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah. Right, right.
[AGENT][POSITIVE] And it's good to have it just in case. OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, well, if you can send me.
[CUSTOMER][NEUTRAL] Yes, yes, yes, and if you wanna give me the new policy number, I know I left you off.
[AGENT][NEUTRAL] Oh yes ma'am, yes ma'am. Um, it's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 5255.
[CUSTOMER][NEUTRAL] OK. 258-525-5. OK, well, that's good. And what was your name?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh yes, thank you, sir. All right, well, I'll be on the lookout for that and there's nothing else I need to do, correct?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, that's right. No, ma'am. Everything is good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, very good. All right, well thank you and uh I'm glad to hear maybe this letter was regarding the termination of the old policy number but I didn't get anything on the new one. That's what freaked me out, I guess that I thought I had.
[AGENT][NEUTRAL] Oh, right.
[CUSTOMER][NEUTRAL] Yeah, that I had sent it with the person.
[AGENT][NEUTRAL] And that may have been sent out um in, in like you were sending it in and we were sending that out at the same time, you know, um kind of sounds like.
[CUSTOMER][NEUTRAL] Right, yes, that happens, yeah.
[AGENT][POSITIVE] So yes, you're fine. It's active and everything is good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, very good. Well then, I appreciate your help and uh and I'll be looking forward to receiving that information.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Yes ma'am, yes.
[AGENT][NEUTRAL] OK, but is there anything?
[CUSTOMER][POSITIVE] Thank you and have a great day.
[AGENT][NEUTRAL] OK. Do you need anything else?
[CUSTOMER][NEUTRAL] No, no, that was it. That was, no, that's it so far. That was just my question because of the letter and I, I said, oh my goodness, I thought maybe they received it on time, or they go by the postmark, you know, you never know.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Things, everybody works differently, so I, I didn't know how it happened over there, how it would be with you all. But no, no, that's it, so far so good, you know, that's it. But, OK, so, oh yes, I need it, I need to buy the, it'll be the [PII] of each month, the payment due?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. Yes ma'am. Unless you want to change that, yes, ma'am.
[CUSTOMER][NEUTRAL] OK. No, no, that's fine.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][POSITIVE] OK, very good. All righty. Thank you. Have a great day.
[AGENT][POSITIVE] Thank you. You too, Ms. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.