AccountId: 011433970860
ContactId: a0adfd33-b8fa-46db-9222-9a6eb5f67587
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340700 ms
Total Talk Time (AGENT): 182918 ms
Total Talk Time (CUSTOMER): 134956 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/a0adfd33-b8fa-46db-9222-9a6eb5f67587_20250106T16:25_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] I'm good. I have a question. I have an individually insured, um, individual on the phone. Her name's [PII], and she gave me her policy number and she's questioning her cancer policy. It is on a uh bank draft. Is that something that you guys can like cancel over the phone if she doesn't want it anymore?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, definitely. What's the number?
[CUSTOMER][NEUTRAL] Um, her policy number is 639133.
[AGENT][NEUTRAL] OK, and you verified everything?
[CUSTOMER][NEUTRAL] Yeah, she verified with the last four of her social so if you do more then.
[AGENT][NEUTRAL] [PII], when I meant verify with her address and stuff we're supposed to verify that, but I got it. I'll take care of it.
[CUSTOMER][NEUTRAL] Oh address? OK, I'll know that for next time.
[AGENT][NEUTRAL] All right, I've got it up. You can transfer.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII], are you still with me?
[CUSTOMER][POSITIVE] Yes I am. OK, I have [PII] in the customer service department and she's gonna help you from here OK?
[CUSTOMER][POSITIVE] OK, thank you so much thank you have a great day thanks for calling APL.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing pretty good and yourself?
[AGENT][NEUTRAL] I'm doing good as well, trying to stay warm. It's awfully cold back our way.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and where are you all?
[AGENT][NEUTRAL] We are in [PII].
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's probably cold down there where you're at because you're not too far from us. You're in [PII].
[CUSTOMER][NEGATIVE] It is and it is messy today, cloudy and oh, rainy looking.
[AGENT][NEGATIVE] Yeah, we got that last night and we kinda, it was warmer last night and now it's colds coming in, so it's throwing us all in shock.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Um
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Yes, ma'am. So the representative that transferred you stated that you were, um, had a few questions about your cancer policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, OK, what it is, I think I've had this policy ever since maybe before [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I was going over my policies yesterday.
[CUSTOMER][NEUTRAL] And I was like, why?
[CUSTOMER][NEUTRAL] Do I have this cancel policy? Because of the fact I have Tricare for Life and I have Medicare.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And God forbid, I mean if I, you know, to get cancer, well, they cover everything.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] So, it, you know, and when I was looking at it I said I don't spend all this money on this policy and really I didn't need it.
[AGENT][NEUTRAL] OK. Well, even though you have those other coverages, and they might pay, well, they do pay full in full, you could still utilize this policy even though they paid in full. Um, it is a supplemental policy, but again, you are right, it doesn't pay anything unless you get cancer and you seek medical attention and it's a cancer that's payable within your policy. Um, you do have benefits for that medical attention that you receive.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You also have a first recurrence benefit. So what that means is the first time you have cancer, you get a lump sum benefit amount of $1000 and that's the first time you have a diagnosis. And after that, that benefits removed cause it's an individual rider, but then you still have your daily hospital benefit and your chemo benefit. Um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I mean it's really up to you but if you feel like it's something you no longer want to continue, we can definitely cancel it for you today over the phone um this will stop it from drafting out of your account any further and since you called us today we can actually stop it so it doesn't draft this month.
[CUSTOMER][POSITIVE] Oh, that would be awesome.
[AGENT][NEUTRAL] OK, I'm gonna take care of that for you, Ms. [PII]. I'm gonna cancel it for you effective, um, [PII], and that's simply because that's what you were paid to, you're paying from the [PII] of the previous month to the next month on the [PII].
[CUSTOMER][POSITIVE] That would be awesome.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And I'm gonna send you a confirmation letter confirming that it's been canceled. Hold on to that letter for at least 30 days. You also have a 10 day grace period. If you decide to change your mind and you want to reactivate it, you can call us back within 10 business days to get that done. Um, can I get you to verify your mailing address, Ms. [PII], since I will be sending you a confirmation letter.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] All right, and that is what we have on file. So I'm gonna go ahead and cancel this policy today. It shall not draft out of your account, and it's been taken care of. Ms. [PII], is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, and what's your name?
[AGENT][NEUTRAL] My name is [PII] and I'm in the customer service department.
[CUSTOMER][POSITIVE] [PII], thank you so much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] No problem at all, Ms. [PII]. You stay warm and thank you for calling APO and you have a wonderful day.
[CUSTOMER][NEUTRAL] OK, and same to you now.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK then bye bye.
[CUSTOMER][NEUTRAL] Uh