AccountId: 011433970860
ContactId: b44eaa2d-557b-4411-a565-603eb9c1715c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1000539 ms
Total Talk Time (AGENT): 255256 ms
Total Talk Time (CUSTOMER): 400940 ms
Interruptions: 6
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/b44eaa2d-557b-4411-a565-603eb9c1715c_20250512T20:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I'm not sure about our connection. Uh, you're kind of breaking up when you came on there. Can you hear me OK?
[AGENT][NEUTRAL] I can hear you OK, yes.
[CUSTOMER][NEUTRAL] Alright, uh, I am a current customer of American Public Life, have been for about 30 years or better, um, I've got 4 policies and what I'd like to know is what each one of these policies are for. So, um, I've got the policy numbers in front of me if you're ready.
[AGENT][NEUTRAL] Yes, and just go ahead with one of them and then I can pull all of them with one, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 00530209.
[AGENT][NEUTRAL] OK. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. It's uh [PII] or [PII] and my uh number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file, Mr. [PII]?
[CUSTOMER][NEUTRAL] Sure it's uh [PII].
[CUSTOMER][NEUTRAL] And my date of birth, oh, I'm sorry, my email address is [PII].
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right. So let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me pull the documents.
[AGENT][NEUTRAL] OK, I do see all for um.
[AGENT][NEUTRAL] OK. So the first one that you provided to me, um, that is a heart attack and stroke policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Do you need the benefits for each one of them?
[CUSTOMER][NEUTRAL] Well, here's my question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait a minute, it's a heart attack and stroke policy. Now, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you have to be employed to uh receive benefits?
[AGENT][NEUTRAL] Bear with me just a minute, let me check this group.
[AGENT][NEUTRAL] US National Bank. You, you look like a self pay with us, correct?
[CUSTOMER][NEUTRAL] I'm on self pay, uh huh.
[AGENT][NEUTRAL] Yes, you want to pay, so no, this is your own policy.
[CUSTOMER][NEUTRAL] Alright, so I don't have to be employed to collect benefits on this particular policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, no, because by being a self-pay, this is your own policy. It's not a group policy any longer.
[CUSTOMER][NEUTRAL] Alright, alright, uh, my next policy I have a question on is 530,210. What is that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull that information on that one.
[AGENT][NEUTRAL] It looks like a cancer policy, but let me double check. I'm waiting on the paperwork.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yes, this is the cancer policy.
[CUSTOMER][NEUTRAL] Alright, and do I have to be uh full time employed to collect benefits on this?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I mean this one's gonna be part of your self pay.
[AGENT][NEUTRAL] Usually everything that is self-pay is your policy doesn't belong to a group.
[AGENT][NEUTRAL] So it's not to your employer.
[CUSTOMER][NEUTRAL] I do not belong to a group that's correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and this one is also self pay.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] It's self pay so, so the this cancer policy I have, um, I do not have to be employed.
[AGENT][NEUTRAL] No. Mm mm.
[CUSTOMER][NEUTRAL] Alright, answer that question. Let's go to the next one. hold on.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 053212
[AGENT][NEUTRAL] 12
[AGENT][NEUTRAL] Let me that's gonna be a critical illness, but let me double check.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] It's taking a little bit to pull this 11 moment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well make change.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] OK, so this one is going to be an intensive care, coronary care.
[CUSTOMER][NEUTRAL] Yeah, I, OK.
[CUSTOMER][NEUTRAL] This is intensive.
[CUSTOMER][NEUTRAL] And do I have to be employed to collect on this?
[AGENT][NEUTRAL] This one is also part of your self-pay.
[CUSTOMER][NEUTRAL] So you what you're telling me if it's self pay.
[CUSTOMER][NEUTRAL] And not part of a group plan.
[CUSTOMER][NEUTRAL] Um, I don't have to be employed. Here's my question.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I retired 2 years ago.
[CUSTOMER][NEUTRAL] Let's give you one more policy here, uh 00530213.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK, so this one is a accounts for lump sum benefit.
[CUSTOMER][NEUTRAL] The cancer lump sum.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Alright, what's the benefit?
[AGENT][NEUTRAL] OK, so it looks like on this one it's 5000.
[CUSTOMER][NEGATIVE] Oh hell, OK.
[CUSTOMER][NEUTRAL] Alright, um, here's what we need to do, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Tell me what I owe you if I, I'm gonna cancel the all four of these as of today.
[CUSTOMER][NEUTRAL] Um, I'm on Medicare. I got a gap policy. I got a gap filler. I don't, I don't need this insurance.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And when it comes to $5000 lump sum, I can pull that out of my left pocket. So here's what I need to do, um.
[CUSTOMER][NEGATIVE] I want to cancel all 4 of these effective today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, do I owe you any money?
[CUSTOMER][NEUTRAL] Because I got this statement, uh, I don't have the envelope but I got it.
[CUSTOMER][NEUTRAL] About a week ago that they're I think they're due [PII] correct. I wanna know if I owe you any money. I'll be glad to pay you but I need to know this is a quarterly yeah that's what I need to know if I need to pay you up to pro rated up to through today.
[CUSTOMER][NEUTRAL] So I need to know if I owe you any money.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, let me check with customer service just to make sure, which I don't think you do. I think if you want to continue, you pay, but let me double check with them and then I can go ahead and get that answer for you. OK, one moment, Mr. [PII].
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, sure, sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, how are you, [PII]?
[CUSTOMER][POSITIVE] This is so. I'm good. How are you? It's so? What's with so, OK. What you got, darling?
[AGENT][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] I have a member that he, he's trying to cancel all the policies he has with us, which he has like 4 of them, and um he, he had this question. I know that they showed us how to cancel policies, but I'm not really sure if I can cancel all of them because it's 4 different ones. um, but I, he has a question about the payments like if he needs to pay anything prorated or not, which I don't think he does, but can you help me just to make sure?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me your policy number. Let's look and see what the Hades we got in here.
[AGENT][NEUTRAL] OK. Policy number is 530213.
[CUSTOMER][NEUTRAL] 530213
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is [PII].
[AGENT][NEUTRAL] [PII], mhm.
[CUSTOMER][NEUTRAL] And so you, I, and what's this question about payment?
[AGENT][NEUTRAL] OK, uh, he, he needs to know if he owes anything before he cancels the policy. He's trying to cancel it. He got, I guess he got the paper to pay and he's like, do I need to pay anything or which I don't think so, no, right? Yeah, because he, he.
[CUSTOMER][NEUTRAL] Uh, uh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, no, if he doesn't want to. No, this policy, it, it not, uh, he mailed his payment in. If he did just not mailed it in, it would have eventually turned on his phone.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] So, but I can just go ahead and get them all I'll hold. I will get them all termed and I can do that. I can term all four of his policies. He's paid the 51. That's that gonna be due and he good to go.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, OK, so that's all we need to do, yeah, that's all you wanted to know. OK.
[CUSTOMER][NEUTRAL] By
[CUSTOMER][NEUTRAL] They sent through, girl. All you gotta do is to change L. Moving on, change L, moving on.
[AGENT][NEUTRAL] OK. Uh, uh, OK. So, uh, do you wanna go ahead and have me transfer him over to you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Yeah, yeah, yeah, yeah, yeah. I can't even change. I can't turn.
[AGENT][NEUTRAL] OK. Oh, OK.
[AGENT][POSITIVE] OK dokey. Well, here he comes and I fully verified him. You're welcome. Everything is correct in the system, OK? The address and everything. You're welcome. You too. Have a good evening.
[CUSTOMER][POSITIVE] OK. Thank you, darling.
[CUSTOMER][POSITIVE] Thank you. So, you have a great day, dear.
[CUSTOMER][POSITIVE] Thank you. You too. Bye, dear.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. I got Miss [PII]. She's in the customer service department. She's on the line with us and she's gonna assist you with the information about the payment and to cancel the policies, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] All right, have a good day.
[CUSTOMER][POSITIVE] Thanks, thank you so.
[CUSTOMER][NEUTRAL] Like Mr. uh Mr. this is [PII]. How are you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] I'm doing fine, thank you. Good, good, good. So the two questions soul had was do you owe anything else? And the answer to that is no sir, not unless you're wanting to continue uh throughout the month of May because you are paid to 51 on all on all four policies.
[CUSTOMER][NEUTRAL] And the other question is or or request was that you want to cancel all four policies, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Well we're about to do that then because that is something we can do for you, so give me just a moment and I will tell you since you're on a uh where you um.
[CUSTOMER][NEUTRAL] Mail your payment in. It's not automatically bank drafted or anything. If you just did not mail payments in, it would have been, it would eventually canceled on its own. So, uh, right, but no, I do pay. I self pay and it was, uh, I paid by check.
[CUSTOMER][POSITIVE] OK, OK, and, but this way it goes ahead and gets done and you don't even have to think about it. The policy for the request, OK, so we've got that one. It'll take just a moment to get each one done.
[CUSTOMER][NEUTRAL] So let's go to the next one. I just wanna make sure they're all canceled before we end our phone conversation. I'll be able to verify with you that they all have been canceled.