AccountId: 011433970860
ContactId: af9cc065-a223-4831-a90b-0be35a87dd92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1766449 ms
Total Talk Time (AGENT): 454603 ms
Total Talk Time (CUSTOMER): 449113 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/af9cc065-a223-4831-a90b-0be35a87dd92_20250224T16:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is how may I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. Uh, I just want to see what kind of insurance I got.
[AGENT][NEUTRAL] OK, and so we.
[CUSTOMER][NEUTRAL] American public.
[AGENT][NEUTRAL] OK. Do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] I do not. Yeah, take it out of the uh reason.
[AGENT][NEUTRAL] OK, spell your last name for for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] P P E B as in Victor B Y.
[CUSTOMER][NEUTRAL] T E A V Y.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] They are, yeah.
[AGENT][NEUTRAL] What's a good callback number in case we're disconnected [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Give me one moment to pull up the file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And uh [PII], who's the employer?
[CUSTOMER][NEGATIVE] Employer, uh, I wasn't employer of nobody. I just been, uh, paying on it for a long time and I can't find my policy the whole comes out of my checking account.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, can I search it, can I search it by your social security number?
[CUSTOMER][NEUTRAL] You probably can, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, are you the only person on the policy?
[CUSTOMER][NEUTRAL] Probably.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't know that.
[AGENT][NEUTRAL] Do you know when your policy was to have been effective?
[CUSTOMER][NEUTRAL] Uh, I bought it when I was real young.
[AGENT][NEUTRAL] Do you know what type of policy you enrolled in?
[CUSTOMER][NEUTRAL] I do not. That's what I'm trying to find out now.
[AGENT][NEUTRAL] OK, and it was with American Public Lis because I'm not finding anything under the Social Security number or your name.
[CUSTOMER][NEUTRAL] [PII]. Can you put in [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, that'd be on the [PII].
[AGENT][NEUTRAL] And this number is for.
[CUSTOMER][NEUTRAL] [PII], baby.
[AGENT][NEUTRAL] And am I speaking with [PII]?
[CUSTOMER][NEUTRAL] You are?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me re-verify the last name. [PII]
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][POSITIVE] [PII] oh got it, got it.
[AGENT][NEUTRAL] OK, I see [PII].
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] You just see
[AGENT][NEUTRAL] Yeah, uh, uh-huh, but I had the, the spelling wrong for the last name.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, [PII], um, can I get you to verify your date of birth, your complete mailing address, and then your email address please?
[CUSTOMER][NEUTRAL] Yeah, uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] And uh mailing address is uh.
[CUSTOMER][NEUTRAL] [PII] he could heal.
[CUSTOMER][NEUTRAL] By my
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm and what's the email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] At Stewart, S T U A R T.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I bought it when I was real young and I don't know what it is or what it I just was trying to find out.
[AGENT][NEUTRAL] OK, I have it here and I'll be able to assist you. Give me one moment, I'm gonna pull up the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK, you're staying right here.
[CUSTOMER][NEUTRAL] to
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, I do not show you as the policy holder. You're a dependent on this plan. Do you know who the policy holder is?
[CUSTOMER][NEUTRAL] No, the dependent, is he the dependent or am I?
[AGENT][NEUTRAL] I'm showing [PII] as a dependent on the policy.
[CUSTOMER][NEUTRAL] Uh so it's for [PII]
[AGENT][NEUTRAL] Uh, what's your date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you go by [PII]?
[CUSTOMER][NEUTRAL] Uh, also, yes, [PII]
[AGENT][NEUTRAL] OK, so I see it under [PII] and I do show you as the policy, the policy holder. Uh, the policy that I'm looking at is a cancer policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I also see a separate policy, an intensive care policy. Uh, both policies were effective [PII] and um.
[AGENT][NEUTRAL] Since you are the policy holder, [PII], can you go ahead and verify the email address that's on file?
[CUSTOMER][NEUTRAL] Uh, I, I stopped using my email, just use my husband's that he gave you a while ago.
[AGENT][NEUTRAL] The one that he gave me, OK, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. What is your complete mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the city, city, state, and zip code?
[CUSTOMER][NEUTRAL] The city is [PII].
[CUSTOMER][NEUTRAL] [PII] in [PII].
[AGENT][NEUTRAL] OK, what's a good phone number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and how can I help you today?
[CUSTOMER][NEUTRAL] We were just wanting to see what kind of insurance it is that y'all taking it out of our region's checking account.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And how much exactly is taken out every month?
[AGENT][NEUTRAL] So for your cancer, it's $78.25 $78.25.
[AGENT][NEUTRAL] And for the intensive care, uh, it's $14.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are the intensive care is that for?
[CUSTOMER][NEUTRAL] Any hospital visit or what?
[AGENT][NEUTRAL] Yeah, as long as if you're admitted to ICU.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] And how much does that cover?
[AGENT][NEUTRAL] Let me pull up that policy.
[CUSTOMER][POSITIVE] How much. All right, thank you.
[CUSTOMER][NEUTRAL] I just used it on my heart.
[AGENT][NEUTRAL] And I believe that the policies are also available on our online service center as well.
[AGENT][NEUTRAL] So you would need to create an account to view and download these policies.
[CUSTOMER][NEUTRAL] How much longer do we have to pay on them for their good, I mean for their paid up.
[AGENT][NEUTRAL] Well, you have to pay on them every month.
[CUSTOMER][NEUTRAL] I know that's what I was wondering. Do you ever get them paid up?
[AGENT][NEUTRAL] So currently, currently you're paid to [PII] on your cancer?
[AGENT][NEUTRAL] And for the intensive care.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're paid up to [PII], so it looks like you're due and is it uh it's an automatic draft, isn't it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes it is. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so if we wanna change the bank that you drafted out of do we contact you or what?
[AGENT][NEUTRAL] Mhm, so you're changing the routing number, which is the bank and you're checking your account number?
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Yeah I think so hold on just a minute let me get.
[AGENT][NEUTRAL] Yeah, so I would have to if you're changing banks I would need to send you a form.
[AGENT][NEUTRAL] Um, to complete.
[AGENT][NEUTRAL] And email back to us and we can get that updated.
[AGENT][NEUTRAL] Uh, for you.
[CUSTOMER][NEUTRAL] OK, if you don't mind, I would appreciate it.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Because we don't use that bank hardly anymore. I just have to put in the insurance.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] You hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] A.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The other all of our state's interactions. Please stay on the line after speaking with the representative, and you will be automatically connected.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so we will request a form B.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We can email it to the address that you provided is that sufficient enough?
[CUSTOMER][NEUTRAL] Uh, just send the form out and that way we can send it back to you and then we get the banks changed. We're just trying to get the one bank now, you know.
[AGENT][NEUTRAL] Yeah I know it, but I'm saying is it OK to send it to the email that you've verified?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] A few more minutes.
[CUSTOMER][NEUTRAL] Oh right, that's fine.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] I just sent that over to the address provided.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's coming from [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] You received it?
[CUSTOMER][NEGATIVE] I haven't received it yet.
[AGENT][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Capital letter [PII] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Construction
[CUSTOMER][NEUTRAL] [PII] is what it was.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I resent it to you.
[CUSTOMER][NEUTRAL] OK, I ain't got it yet.
[AGENT][NEUTRAL] I just resend it over.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Nothing, yeah.
[AGENT][NEUTRAL] [PII] [PII] [PII] [PII] [PII] [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] That's what it was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Its small letter [PII]
[CUSTOMER][NEUTRAL] At one time it was.
[AGENT][NEUTRAL] And it's coming from [PII]?
[CUSTOMER][NEUTRAL] JMP
[CUSTOMER][NEUTRAL] Oh yeah, I have seen.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] I have, I have [PII] [PII].
[AGENT][NEUTRAL] Did you just say something different?
[CUSTOMER][NEUTRAL] I got BPV.
[CUSTOMER][NEUTRAL] Just one base
[AGENT][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] P P E A V like in Victor Y at.
[CUSTOMER][NEUTRAL] Stewart, S T U A R T Construction C O N S T R U C T I O N.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I sent it to [PII], etc. So let me resend it. I thought that's what I heard. So now I'm sending it to [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just res
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All righty. Anything else?
[CUSTOMER][POSITIVE] That ought to do it. All I do is fill this form out and send it back to you.
[AGENT][POSITIVE] Mhm if you wanna go ahead and open it up and go over it, we can do that.
[CUSTOMER][POSITIVE] You don't take on it. Let's go ahead and get it done.
[CUSTOMER][NEUTRAL] Alright, hang on.
[AGENT][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's open.
[AGENT][NEUTRAL] OK. So it's basically just asking for.
[AGENT][NEUTRAL] Uh, the policyholder information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you gave me a different name before we're showing.
[AGENT][NEUTRAL] Well, [PII]
[CUSTOMER][NEUTRAL] Oh, just fill all that out rush here.
[AGENT][NEUTRAL] Mhm, mailing address, social, cell phone, home policy number. Um, and do you need me to give you your policy number?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] And I'm gonna give it to both, uh, once if we update one, the other one will be updated as well. So for the cancer policy, that number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 00.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 532.
[CUSTOMER][NEUTRAL] I, I am.
[AGENT][NEUTRAL] Uh, 00, it's all numbers. 005.
[CUSTOMER][NEUTRAL] Uh uh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 32.
[AGENT][NEUTRAL] 188.
[AGENT][NEUTRAL] That's for the cancer policy?
[AGENT][NEUTRAL] And for the intensive
[CUSTOMER][NEUTRAL] OK, can I read it back to you?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 00532188
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then for the intensive care policy, it's 00.
[AGENT][NEUTRAL] 532.
[AGENT][NEUTRAL] 189.
[CUSTOMER][NEUTRAL] 00532189
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, now that
[CUSTOMER][NEUTRAL] Um, is that for him and me or just me?
[AGENT][NEUTRAL] Well, he's on your policy, so.
[AGENT][NEUTRAL] You're you're the primary person and he's listed as a dependent under the plan?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And we're sending it, you know, because you're the policy holder, so you'll need to complete that form.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Mhm. And so both, uh, both policy, both accounts on each policy will be updated to the new information that you provide us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh thank you so much uh so we're gonna just do it online here?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Well, you'll have to, you'll, you'll print that.
[CUSTOMER][NEUTRAL] Let me just open it up.
[AGENT][POSITIVE] And you can actually email that document back to, I can give you the email address to send it back to.
[CUSTOMER][NEUTRAL] We got there you just sent an email calling you.
[AGENT][NEGATIVE] Yeah, you wouldn't send it to me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It gets paper out there.
[CUSTOMER][NEUTRAL] OK, you got yeah, but she got wrong you don't send it to her, she said, right [PII]?
[AGENT][NEUTRAL] I'm gonna give you the
[AGENT][POSITIVE] Yeah, it'll go to a correct.
[CUSTOMER][NEUTRAL] It's very different.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And let me know when you're ready and I'll give you the email address to send that back to.
[CUSTOMER][NEUTRAL] Give me the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the papers right in the in the drawer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII], it's all together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], is that [PII]?
[AGENT][NEUTRAL] It, it's not case sensitive, so either or.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, and that's all one word.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then letter A as in apple, M Mary.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, we'll fill it form out, send it back to y'all.
[AGENT][POSITIVE] OK. Sounds good.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] Alright thank you man I appreciate the time.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Uh, uh, can y'all send us a copy of our policy?
[AGENT][NEUTRAL] We can. I'll request that they be uploaded into your file and then we can get them uh sent to you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][POSITIVE] And thank you all for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] Come here, let's
[CUSTOMER][NEUTRAL] Do it now cause
[CUSTOMER][NEUTRAL] While I'm here.
[CUSTOMER][NEUTRAL] What name did they put me under? I don't know.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Direct deposit. Oh, that's authorization we got to have uh policyholder information.
[CUSTOMER][NEGATIVE] Shit hold on policy. I'm policy holder, so what am I?
[AGENT][NEUTRAL] Yes, you're the policy holder.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. I thought I hung up. I was, I was trying to look at this stuff and, uh, I'm trying.
[AGENT][NEUTRAL] Yeah, so it's gonna be all of your information. Put your your first and.
[CUSTOMER][NEUTRAL] Did I, my journey in for [PII], what am I?
[AGENT][NEUTRAL] We have you as [PII].
[CUSTOMER][NEUTRAL] [PII] M
[AGENT][NEUTRAL] Um, we have.
[AGENT][NEUTRAL] Yes. And we're spelling [PII] Is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK. And then we show a middle initial of ailments in [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, well, I'm gonna let you talk to him now. All we need to do is fill this out and email it back to you.
[AGENT][NEUTRAL] Yes, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think we can do it then with. Do appreciate the time.
[AGENT][POSITIVE] OK, alright, thank you guys for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Bye thank you.
[CUSTOMER][POSITIVE] You too. Thanks.
[AGENT][NEUTRAL] Uh, bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.