AccountId: 011433970860
ContactId: a64ad2fb-e133-4108-83d7-07e45dc4bf79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492100 ms
Total Talk Time (AGENT): 195929 ms
Total Talk Time (CUSTOMER): 219500 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/a64ad2fb-e133-4108-83d7-07e45dc4bf79_20250131T20:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII], and I just received a uh a statement.
[CUSTOMER][NEUTRAL] Uh, requesting payment in the mail. I'm not sure what this is for.
[AGENT][NEUTRAL] Well, I can certainly help you with that. Do you have a policy number listed on the statement?
[CUSTOMER][NEUTRAL] Yes ma'am, the policy number is 258-896-5.
[CUSTOMER][NEUTRAL] I'm not sure what it's for.
[AGENT][NEUTRAL] Mr. [PII], do you mind verifying your date of birth and current mailing address? I can give you that policy information.
[CUSTOMER][NEUTRAL] OK, it's [PII], and the address is [PII].
[AGENT][POSITIVE] All right, thank you. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And I have an AT&T.net uh phone um not sorry, that phone number, but email. Can we verify that?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. Now, this is a cancer policy.
[AGENT][NEUTRAL] Um, you've actually had coverage with us since [PII], and it looks like you elected to have this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cancer policy ported meaning that it would be payable by you and
[AGENT][NEUTRAL] It is active and it has you and
[AGENT][NEUTRAL] Your looks like your wife, [PII] listed on the policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. Yeah, I just can't remember because I just, uh, I just retired from uh Berville Independent School District. That's where I had this cancer policy. So I couldn't.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I've been trying to call all these insurance companies or whatever to see if it's, if you can uh convert it, you know.
[CUSTOMER][NEUTRAL] But uh anyway, I just forgot what this was. Is there any way do you have a lot, like you say a policy said you could send to me?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me check that for you. It doesn't look like your certificate is.
[AGENT][NEUTRAL] Online yet um.
[AGENT][NEUTRAL] Let me take a quick look.
[CUSTOMER][NEUTRAL] Can I get it by paper?
[AGENT][NEUTRAL] Bear with me just one second, let me check that for you, OK?
[CUSTOMER][POSITIVE] Yes, yes, ma'am. I prefer it by paper if you do that.
[AGENT][POSITIVE] Me too. I like paper.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's it
[CUSTOMER][NEUTRAL] I'm, I'm old school. I don't, I'm not too good on.
[AGENT][NEUTRAL] Me too, Mr. [PII]. I want to be able to see it.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And I have to.
[CUSTOMER][POSITIVE] I'm sorry to bother you.
[AGENT][NEGATIVE] Oh, you were not bothering me at all.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I don't mind checking.
[AGENT][NEUTRAL] So what I'm going to do is I'm going to put in a request.
[AGENT][NEUTRAL] For that policy certificate to be uploaded on your account and then to mail a copy to you.
[CUSTOMER][NEUTRAL] OK, you kinda, I've got you on speakerphone. You kinda
[CUSTOMER][NEUTRAL] Um, that, that's what you.
[AGENT][NEUTRAL] Did it kind of crack up on you?
[CUSTOMER][NEUTRAL] Yeah, yeah, OK, let me check this out. OK, would you repeat that, please?
[AGENT][NEUTRAL] Yes, sir. I am putting in a request that they get that policy certificate mailed to your home address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And you should be receiving it within about 2 weeks, give or take. It may depend on the mail.
[CUSTOMER][NEUTRAL] OK, and this says this payment method is quar quarterly, you know.
[AGENT][POSITIVE] Yes, sir. Yes, sir, that's correct.
[CUSTOMER][NEUTRAL] So, so that, so that, is that every 3 months? Is that what it is?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] So what would that amount be? I guess I could do the math, you know, divide that amount due by
[CUSTOMER][NEUTRAL] By 3, I guess, but I mean by uh.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] But too, I'm trying to figure out what it's costing me.
[CUSTOMER][NEUTRAL] Per month I say.
[AGENT][POSITIVE] Well, I can definitely transfer you to our customer service department and they can break that down for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you don't mind holding just one moment.
[CUSTOMER][POSITIVE] That'd be great.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] It's been such a pleasure, Mr. [PII]. Thank you for calling APL. If you'll hold one moment, they can discuss that premium with you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, thank you, sir. One moment.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] PO, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking. I have policy number 258.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 8965 on the line.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mr. [PII], and he was calling to find out what type of policy this is. We've already gone over that, and he is curious on his premium. He received a letter for payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And he's curious on his premium is exactly to how much it is and per year and
[AGENT][NEUTRAL] You know what he would.
[AGENT][NEUTRAL] You know, pay it quarterly just kind of a breakdown on this payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Can you help me with that?
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] Mm, I got it. Mm, let's see.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It's been
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you, [PII]. I hope you have a great weekend. Let me get him on the line.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][POSITIVE] Mr. [PII], thank you for your patience. I have [PII] on the line and she's going to assist you further with that premium information. And I hope you and your wife have a lovely weekend.
[CUSTOMER][NEUTRAL] Yeah, you, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[CUSTOMER][NEUTRAL] Good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Hi there how are you doing?
[CUSTOMER][POSITIVE] I'm doing good. How are you doing?
[CUSTOMER][NEUTRAL] I'm good. I, I received a statement in the mail, uh, for my cancer policy. I wasn't sure what this was for because I just recently retired and, uh.
[CUSTOMER][NEUTRAL] But anyway, it says 143. 10 quart[PII]. I'm just trying to figure out what I'm kind of basically what I'm paying a month to compare it what I was paying when I was working. So I guess that 1 43 10, it's quarterly. You just divide it by 3 and I give you a monthly rate, correct?
[CUSTOMER][NEUTRAL] Yes, that will be correct. Um, that will mean that your monthly premium is about $47.70. Um, the coverage is for you and your spouse.
[CUSTOMER][NEUTRAL] OK, great. OK, well I was just checking so uh.
[CUSTOMER][POSITIVE] Appreciate your help. Have a great day weekend.
[CUSTOMER][POSITIVE] You too. Thank you for calling APL and I hope you have a nice weekend too.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. Bye-bye.