AccountId: 011433970860
ContactId: ab5046ce-75bc-4631-86c3-486e602513a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 802299 ms
Total Talk Time (AGENT): 255701 ms
Total Talk Time (CUSTOMER): 177392 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/ab5046ce-75bc-4631-86c3-486e602513a1_20250407T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APM. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, what was your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], good morning, [PII]. Uh, I'm just wanting to check on my um policy.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, I can help you with that. Do you have a, um, your name and a policy number?
[CUSTOMER][NEUTRAL] Yes, [PII] 00101853.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Didn't pull that up. Maybe I got a number wrong. um, would you give that to me one more time please?
[CUSTOMER][NEUTRAL] 00101853.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, Ms. [PII], and can I verify a few pieces of information? What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly, do you have a good callback number just in case I lose you?
[CUSTOMER][NEUTRAL] This, this, that's the one that we're on uh [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and how can I help you today?
[CUSTOMER][NEUTRAL] I'm just checking. I haven't spoken to anyone about this policy really in years, just making sure where we're at on it, um, confirming this monthly auto draft also that's coming out.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] This is, this is where we are. It will, will, will not go down from here or.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me pull up your policy. Hold on one moment.
[AGENT][NEUTRAL] I'm looking at the premium, yeah, I, I don't see any changes, um.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] So the alone.
[AGENT][NEUTRAL] OK, could you, can I place you on a brief hold real quick?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thanks for holding. Yes, that is correct. I don't, I don't show any, that there'll be any changes to the premium.
[CUSTOMER][NEUTRAL] And it'll probably be there from now on that amount.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] It, it went up significantly, I guess, since my cancer diagnosis the first time, correct?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] I mean, I'm, I'm assuming as I'm trying to recall and read through notes, um.
[AGENT][NEUTRAL] Let me see on the notes too. Let's see.
[AGENT][NEUTRAL] Yeah, our, our billing department would have more access to information than I do. Um, do you have, I can transfer you over to them, but do you have any questions about the policy itself? I could help you with that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I mean, I did read some specific something in there about a first occurrence benefit.
[CUSTOMER][NEUTRAL] Are you familiar with that versus what if there's a second occurrence?
[AGENT][NEUTRAL] So the the first occurrence, it, it would be for um if you had like a different.
[AGENT][NEUTRAL] Um, let me, let me see how it defines it in the policy.
[AGENT][NEUTRAL] Have you already collected on the first occurrence benefit before?
[CUSTOMER][NEUTRAL] Oh yeah, that was years ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm reading through here. Just give me one moment.
[AGENT][NEUTRAL] Uh, it looks like it's only paid once for each person insured on the policy.
[AGENT][NEGATIVE] So it looks like it would not be paid again.
[CUSTOMER][NEUTRAL] OK, so what about a second occurrence? How does this policy work?
[AGENT][NEUTRAL] So it looks like for that, um.
[AGENT][NEUTRAL] We've got different benefits here, um, so.
[AGENT][NEUTRAL] Radiation and chemo benefit.
[AGENT][NEUTRAL] Um, it looks like.
[AGENT][NEUTRAL] And pay the actual charges made for radiation, um.
[AGENT][NEUTRAL] I'm trying to see what the dollar amounts are here, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. Uh,
[AGENT][NEUTRAL] So it's got a list on your policy certificate. It lists out um each of the things that it pays for in a certain dollar amount.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you want me to send you over your policy certificate?
[CUSTOMER][NEUTRAL] Now is that page 9 you're looking at?
[AGENT][NEUTRAL] That is Paige.
[AGENT][NEUTRAL] Correct, page 9.
[AGENT][NEUTRAL] And then there's also.
[AGENT][NEUTRAL] On page.
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] Um, there's a listing of your surgical benefit. There's a dollar amount for skin cancer, attending physician, etc. um.
[AGENT][NEUTRAL] And this again, not a guarantee of payment, just a basic outline of your policy. OK, so you do have your policy certificate in front of you?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] It's just a lot.
[AGENT][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] The first occurrence thing is is that just a a lump sum payment for a first occurrence and then you don't get that with the second occurrence.
[AGENT][POSITIVE] Cool.
[AGENT][NEUTRAL] Correct, so.
[AGENT][NEUTRAL] I it's they'll pay a first occurrence benefit and this is outlined on page 7.
[AGENT][NEUTRAL] Um, at the very last paragraph it says we'll pay this benefit only once.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, for each person insured by the policy.
[AGENT][NEUTRAL] So it's $1000 plus an additional $50 each calendar month your policy has been enforced.
[AGENT][NEUTRAL] When that, when that happens.
[CUSTOMER][NEUTRAL] OK, so that's the only benefit which we would not get um.
[CUSTOMER][NEUTRAL] But everything else would stay the same.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, um, now I just had a question within all this paperwork there was also another account number listed and maybe you could check and see what this number means.
[AGENT][NEUTRAL] OK, what was that?
[CUSTOMER][NEUTRAL] It is 9A0046294.
[AGENT][NEUTRAL] Is that on a certain page or?
[CUSTOMER][NEUTRAL] Well, it's within the paperwork of this um contract and I thought well I don't, I don't know what that policy number is referring to.
[CUSTOMER][NEUTRAL] When the policy we just discussed is another number so I thought you might could look into that for me.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Yeah, no, OK, policy number.
[AGENT][NEUTRAL] Yeah, because I've got your policy number is the 101853. That's on your declaration page.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know why they referred to a different policy number. Let me check the system and make sure this is the only policy enforced.
[CUSTOMER][NEUTRAL] Wait.
[AGENT][NEUTRAL] Yeah, it looks like this is the only one that's in force, um.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well, do you know what this does this number pull up something else?
[AGENT][NEUTRAL] No, that's, that's not one of our, our policy numbers are strictly numerical. They don't have any.
[AGENT][NEUTRAL] Uh, letters in them. I can reach out to someone though and see maybe they could give me some insight on it.
[AGENT][NEUTRAL] I'm not sure what that
[CUSTOMER][NEGATIVE] Right, that'd be great. It's just very concerning. It is on American Public Life letter letterhead.
[CUSTOMER][NEUTRAL] A letter that was written to me referencing policy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I see that, yeah.
[AGENT][NEUTRAL] OK, yes, let me double check with, um, I'll reach out to someone and see if they have any insight, someone that's been here, um, quite a while, um, and again let me verify your number is that the [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you want to talk to the billing department about your premiums and such?
[CUSTOMER][NEUTRAL] I don't believe thank you.
[AGENT][NEUTRAL] OK, OK, I will double check on what this policy number is referencing, and then when I get that information, I will give you a call back.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] Bye.