AccountId: 011433970860
ContactId: aa4735a8-6c10-4e5e-b926-f0859c7995b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443880 ms
Total Talk Time (AGENT): 200756 ms
Total Talk Time (CUSTOMER): 197876 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/aa4735a8-6c10-4e5e-b926-f0859c7995b1_20250207T22:07_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for calling customer service. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you?
[AGENT][NEUTRAL] Hi, [PII], my, my, my, um, mic was not working and then when I turned it back on, I, I got tongue twisted. How you doing?
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I'm good. That, hey, that happens a lot to me, so no big deal. Um, I have, um, an insured's mother or an insured daughter online, and the mother is with her. I can hear the, the insured in the background.
[CUSTOMER][NEUTRAL] Um, they are calling about the policy that's being deducted from her, you know, her bank account, and they were just needing to talk to somebody about that policy and I can, it's, uh, her name is, the insured is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the policy is 80067 and [PII] is in the background, but it is her daughter who called, so can you help them?
[AGENT][NEUTRAL] Of course. What is her daughter's name?
[CUSTOMER][NEUTRAL] I didn't get her daughter's name, but I can hear the mother in the background and she's the one who gave me her social security number so that I could look her up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I'm gonna join you in. Thank you.
[AGENT][POSITIVE] OK, no problem. All right, thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm good, thank you so much for asking um so.
[CUSTOMER][NEUTRAL] 7 minutes.
[AGENT][NEUTRAL] Are you, you're calling in about your mother's policy?
[CUSTOMER][NEUTRAL] Yes, and she's here with me if you want me to talk to her. She just doesn't know what, I mean, she's had the policy, she knows forever, but we're not really sure what it is or what it's for.
[AGENT][NEUTRAL] OK. And what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. All right, Miss [PII].
[CUSTOMER][NEUTRAL] [PII], uh-huh.
[AGENT][NEUTRAL] Um, yes ma'am, if I could, I just need to get permission from her to speak with you and discuss the policy today.
[CUSTOMER][NEUTRAL] OK, hang on.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Well she just has to get permission from you. Hello.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you today?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm doing fine.
[AGENT][NEUTRAL] Good. Uh, I just need to get a verbal consent from you so I can talk to [PII] about your policy today.
[CUSTOMER][NEUTRAL] OK, you have my permission to talk to her and I haven't had that policy. I've had a policy forever and I can't remember what it is.
[AGENT][NEUTRAL] All right, Miss [PII].
[AGENT][NEUTRAL] Yes, ma'am. No problem. I'm gonna get to the bottom of it, um, but I just needed to verify.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, I'll give, I'll give you this.
[CUSTOMER][NEUTRAL] Uh, let's talk to [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Are you there, Ms. [PII]?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, she has had this policy for a long time.
[AGENT][NEUTRAL] And this is a cancer policy.
[CUSTOMER][NEUTRAL] on there.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Covers. Is it uh for what?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] If she dies of cancer or is it for like if she's having to go to the doctor and get treated for cancer?
[AGENT][NEUTRAL] Right, it's for treatment.
[CUSTOMER][NEUTRAL] For treatment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A cancer policy.
[CUSTOMER][NEUTRAL] She's looking at me like I'm crazy.
[CUSTOMER][NEUTRAL] It's a cancer policy for like if you have to go to the doctor for cancer treatments.
[CUSTOMER][NEUTRAL] Is it a supplement?
[AGENT][NEUTRAL] Oh, I'm sorry, uh, Ms. [PII], were you asking me that or were you telling that to Ms. [PII]?
[CUSTOMER][NEUTRAL] No, yeah, I was asking is that, is that what it's for?
[AGENT][NEUTRAL] OK. Yes, ma'am. It is for treatments. Um, it has a daily hospital benefit, um, a chemo benefit.
[AGENT][NEUTRAL] And so it is, if you have cancer, you can file the claims to be reimbursed for um um in the hospital or for chemo. Now, if you need to go further into like what the actual policy covers, I'll have to get somebody in claims to discuss the benefits with you cause that's all I can see is the basic information on it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but yes, ma'am, it, it's not like a life policy.
[CUSTOMER][NEUTRAL] OK, I'm gonna put you back on speaker here so.
[CUSTOMER][NEUTRAL] OK, let me put you back on speaker here so she can hear this. OK, so she's saying it's like for if you go to the doctor or somebody for cancer treatment or chemo, stuff like that. It's a policy, it pays for your treatments. Well, that's our, our insurance does that. You don't think you need it? I don't think you do either cause you got all that other insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So how do you, can you, do you show how long she's been paying for this?
[AGENT][NEUTRAL] Um, let's see. She's had this policy since [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, that's before you go on your Medicare and all that. So do you wanna cancel it? OK, so who do we have, what do we have to do to cancel it?
[AGENT][NEUTRAL] Uh, I heard her say she wanted to cancel it, so I'm just gonna go ahead and put that request in, um, and y'all will receive a letter in the mail that it has been canceled, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] 13
[AGENT][NEUTRAL] She is paid up to [PII] and her draft isn't scheduled until about the middle of the month so that hasn't came out yet for this month um so I'm gonna stop that as well, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate that.
[AGENT][POSITIVE] No problem. Was there anything else I could do for y'all today?
[CUSTOMER][NEUTRAL] What address do you have? Do you have her PO box or?
[AGENT][NEUTRAL] Oh yeah, let me check, let me double check that since I'm sending y'all something.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Uh, what's the PO box number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. That's the PO box number we have for the mailing address. Is that still OK?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Yes, that's still a good address.
[AGENT][POSITIVE] OK perfect so I'll send that letter to that PO box, OK?
[CUSTOMER][POSITIVE] OK, I appreciate your help.
[AGENT][POSITIVE] No problem, Miss [PII], and thank you all so much for calling APL today and I hope y'all have a wonderful weekend.
[CUSTOMER][POSITIVE] Well, thanks you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye.