AccountId: 011433970860
ContactId: a95cbbcd-eb58-4634-8e99-799c0e0d60f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394470 ms
Total Talk Time (AGENT): 147810 ms
Total Talk Time (CUSTOMER): 184852 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/a95cbbcd-eb58-4634-8e99-799c0e0d60f9_20250304T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, was it [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, hi [PII] uh my connection's not really, really great right now. There's the storms are passing through [PII].
[AGENT][NEUTRAL] Uh oh, yeah.
[CUSTOMER][NEUTRAL] So I.
[AGENT][NEUTRAL] We got them the other day. That's, I'm in [PII].
[CUSTOMER][NEUTRAL] OK, you're [PII]. I wasn't sure if I was called [PII], so, alrighty, um, OK, I have a policy, a cancer policy I've had since [PII] and
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 8. and so I used it one time. Um, it was a family plan, and I used it for myself years ago now and uh I have not had any other recurrence of any kind. But my husband's been diagnosed with uh prostate and is about to start. Uh, I think he's done the biopsy and now he's about to do a PET scan and get a plan of that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I have, I have pulled my policy out, um, and I, uh, do we still do the file um with uh the manual way with paper? is there any, is it now online anything or how do we do our claim?
[AGENT][POSITIVE] Sure, yes, so we do have an online portal that will be a lot quicker and easier, um, let me go ahead and get your policy pulled up and I'll uh let you know how you can get all that set up. um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh no, that's fine. I don't even know if I gave it. [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, uh, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Um, I think that's what I'm seeing here on, um, the paper's handwritten. This is so old, um, 708-026.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That was 708-026.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, yeah, there we are.
[AGENT][NEUTRAL] OK, [PII] I just gonna verify some information really quick. Uh, what was your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then last thing I need is the mailing address we've got on file for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Alrighty, thank you so much for verifying that information. So I have here that this policy is not active anymore, [PII]. I am showing that it terminated it looks like in [PII].
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Yeah, give me just a moment. Let me figure out what's going on with that.
[CUSTOMER][NEUTRAL] So that's when I retired, but I thought I did the paperwork to continue it.
[AGENT][NEUTRAL] I see, bear with me just a moment, let's take a look.
[AGENT][NEUTRAL] Oh this is the last one I'm seeing. So if you don't mind [PII], I'm gonna put you on a brief hold and reach out to our customer service department to see you said that you did send in that paperwork to be able to continue this policy?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, mhm. I, I, I was paying for it. Um, uh, hm, yeah, I thought I was paying a monthly premium and that was about the time that I retired because this is 24, 25, so yes, I'll be, it'll be coming up that my 3 year anniversary of retiring, yeah, in October.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So since then have you been having uh payments coming out of your account for this policy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I thought so. uh, is still under American public is that still the name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it's American Public Life, yes.
[CUSTOMER][NEUTRAL] Uh-huh, um, yeah, I think so, but I would have to check, you know, the.
[AGENT][NEUTRAL] OK, no that's fine, sure, OK, bear with me just a moment, um, and I'm gonna try to see what's going on with this if there's anything we can do for you um I'm just gonna put you on a brief hold I'll get right back with you OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Yes, ma'am. Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing well, thanks for asking. How about yourself?
[AGENT][NEUTRAL] Doing all right, thank you. So I've got a member on the line, um, and she was wanting to make a claim for a cancer policy but it terminated, uh, in [PII], and she said that's when she retired, but that she did send us information to be able to have it continued. I don't know that there's much we can do at all. I mean, if we don't have any record or anything like that of that paperwork because I mean I feel like that's too old.
[CUSTOMER][NEUTRAL] It's not, but I can tell you.
[CUSTOMER][NEUTRAL] Um, what's your policy number?
[AGENT][NEUTRAL] It's 708-026.
[CUSTOMER][NEUTRAL] Yeah, we don't offer individual insurance so.
[CUSTOMER][NEUTRAL] I can talk to her and just re reiterate what you basically told her. Um, did you verify her address?
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and what's her call back?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, I'm ready.
[AGENT][POSITIVE] All right, I appreciate it. Thank you. Bye bye.
[CUSTOMER][POSITIVE] You're welcome. Bye.