AccountId: 011433970860
ContactId: bd2d10e6-bbd3-43b0-acd4-cae190c7079f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 746059 ms
Total Talk Time (AGENT): 223089 ms
Total Talk Time (CUSTOMER): 429426 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/bd2d10e6-bbd3-43b0-acd4-cae190c7079f_20250103T22:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, my name is uh [PII] and obviously I've been with APL since.
[CUSTOMER][NEUTRAL] I'm [PII] old. Anyway, um, do I give you my policy number now and then you can, uh, maybe help me?
[AGENT][POSITIVE] Yes Miss [PII], I can help you um first let me get your call back number just in case the call is dropped. I'll be able to call you back.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's area code 409.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] 9, excuse me H0102545
[AGENT][NEUTRAL] OK, so that was 9A.
[AGENT][NEUTRAL] 80102545, is that correct?
[CUSTOMER][NEUTRAL] 9, the letter, the number 9 H.
[AGENT][NEUTRAL] H as in home.
[CUSTOMER][NEUTRAL] 0, yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, let me look that up real quick.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, Ms. [PII]?
[AGENT][NEUTRAL] I'm having a hard time pulling in the policy. Can I get your social security number so that the policy, all your policies will pull in for us?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. No, you're fine, you're fine, go ahead.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, you're ready?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK thank you I'll look it up that way.
[AGENT][NEUTRAL] OK, I've got you pulled up, Ms. [PII]. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you ma'am and then what is your address, phone number and email address that we have on file for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, my phone number, I, I took, uh, my landline down a couple of months ago, so the number I have is the one I gave you [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And my address is
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have an email address?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] I do. It's uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, I updated that to make sure that we've got that email address in there for you.
[AGENT][NEUTRAL] OK, you said you needed help with your policy. How can I help you?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Well, you know, I'm trying to think when I first got this, I was very young back then. And I, uh, the, uh, you know, it was a cancer policy, primarily to add to my, my school policy that I normally had. And um what age was it that it, that part expired? Is there, was there an age limit, like [PII] or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or is it
[CUSTOMER][NEUTRAL] OK, what was that age limit? I mean, what was the age? I'm sorry.
[AGENT][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] Was it [PII]?
[AGENT][NEUTRAL] Yeah, but the um right so the only policy that I'm showing that is active for you now is the intense of care policy.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEGATIVE] OK. That's what I'm, I want to know because I know uh I had a great cancer policy because it was, you know, 100% chemotherapy and uh I mean, everybody at school said, oh my [PII], you've got it, you know, that's an unbelievable.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] And I've only on it maybe twice because I've had nose cancer, you know, before, but anyway, that, that, so I'm thinking, why am I keeping it and uh I think the last time I paid was uh 12 3 24.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, and that was for that was just $21. So that's for the intensive care and, and we could you help?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] What would that, what would that be? Let's, cause I'm fixing to retire, believe it or not, I'm still teaching and I've been there 54 years.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] So of course, I'll get on Medicare or whatever the different things, then I'll get on our regular teacher association insurance, you know, for retirees. But how will this, if I keep this policy, if I were to go into the hospital and I had to be in intensive care, uh, is it like a supplement?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, um, so this is just to verify benefits. It's not a guarantee of payment. Uh, on this policy you have a daily hospital benefit of $600 for intensive care, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So that's what it helps with.
[AGENT][NEUTRAL] So every day that you're in the hospital for intensive care, it pays $600.
[CUSTOMER][NEUTRAL] Now, is that
[CUSTOMER][NEUTRAL] OK, and how long if, if I were in there 12 days or 10 days or it would pay that?
[AGENT][NEUTRAL] Right, let me look and see if there's uh.
[CUSTOMER][POSITIVE] There, there's, I, I keep trying to get the whole party.
[AGENT][NEUTRAL] A limited day.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I don't have that's what I'm I don't have the last time I had, let's see [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] I got something from you guys and I think it was um an option of.
[CUSTOMER][NEUTRAL] You know, should I retire, which I'm going to or change employees, I think it would, uh, I think the last.
[CUSTOMER][NEUTRAL] I got like I said, was uh [PII] and what I'm trying to understand is that uh by completing this form, it would automatically uh.
[CUSTOMER][NEUTRAL] To, uh, uh, it just says if you would like to choose the portability option, you know, for your APL plan, complete this and, and it, uh, for along with, you know, so with electronically I guess take the uh whatever the payment is each month out.
[CUSTOMER][NEUTRAL] And I'm assuming that's what that is.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, so, um.
[CUSTOMER][NEGATIVE] Instead of me sending.
[AGENT][NEUTRAL] OK, so your policy now.
[CUSTOMER][NEUTRAL] It was an electronic.
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] Your policy now you won't have to fill out the portability part of it because what portability means is that you're gonna just pay for it yourself rather than have it payroll deducted.
[AGENT][NEUTRAL] So yours is already being paid for by yourself. You're set up for check payment to pay quarterly already at $21.
[CUSTOMER][NEUTRAL] Yes, and that's what I, what I've been doing.
[AGENT][NEUTRAL] Yes ma'am, so if you wanted to have a bank drafted, you could fill out the bank draft authorization form, and they can once we receive that we can set it up on bank draft for you so you don't have to um remember to send your check in every quarter.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, probably at this time I'm gonna leave it as it is and then once I retire and I see my benefits from the state, uh, uh, this is kind of a, a supplementary plan which, uh, you know, it's not bad for $21 a month, but, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So that that's why I was trying to understand what I had and if I was going to this uh do this um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Electronic transfer type thing but right now I'd I'd like to just leave it as I, you know, I haven't received it for January yet so um like I said the last time I paid was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what was it? I wrote it down. Anyway, it was in, um,
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] February, um February, oh my God. [PII], I'm, I'm trying to remember what I wrote down and now I have too many papers in front of me, but it, it's been paid for um
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, OK, oh yeah, here it is. I'm sorry, 12 3 24 is when I.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] You're not
[AGENT][NEUTRAL] Yes, ma'am, and you're not due again until [PII].
[CUSTOMER][NEUTRAL] Really, and it's so it's uh it's 21 like every 3 months?
[AGENT][NEUTRAL] Uh, yes, quarterly.
[CUSTOMER][NEUTRAL] Quarterly. OK. Now I'm understanding. I'm, uh, uh, yes, ma'am. I, I was, uh,
[CUSTOMER][NEUTRAL] Rather do it that way at this time. And then once I, I do retire and I get all the other paperwork settle, I may, you know, change it to maybe add something else that, you know, I would need as a supplement.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's all I know. That's all I need to know. And, and, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And listen, thank you so much for your help. I've been meaning to call for a couple of weeks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] The holidays here. I'm just making excuses as usual, but thank you so much.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] You have.
[AGENT][POSITIVE] You're so very welcome and we appreciate you being a customer. You've been a customer of ours since [PII].
[CUSTOMER][NEUTRAL] OK. I knew it was a long time ago, uh, because our, our, our district, uh, you know, somebody came to talk to us and they, uh, they recommended that we do this and a lot of people didn't do it. And once, uh, uh, oh, this happened when I had my nose surgery, which is a couple of years back.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Uh, the second one I had on my note and the lady there says, oh my [PII], you have this, this, this, that, this is an unbelievable policy. Don't ever cancel it. And I said, well, I don't plan to. I paid on it all these years, but I, I forgot that it stopped at a certain age and um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I think I did get a a a notification like I said back when I was [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I didn't pay attention to a certain degree, I guess. But thank you so much. What is your, what is your name again?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much for your help.
[AGENT][POSITIVE] You're so welcome, Ms. [PII]. I hope you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] And you
[AGENT][POSITIVE] All right. Thank you, ma'am.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye.
[AGENT][NEUTRAL] Mm bye-bye.
[CUSTOMER][NEUTRAL] Uh bye bye.