AccountId: 011433970860
ContactId: c0dba848-9399-4185-a0b3-f04f908049ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516960 ms
Total Talk Time (AGENT): 219914 ms
Total Talk Time (CUSTOMER): 184967 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/c0dba848-9399-4185-a0b3-f04f908049ef_20250603T15:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling about my wife's uh.
[CUSTOMER][NEUTRAL] Uh, she recently retired and then I think we grew up with y'all, uh, I give you the certificate number.
[CUSTOMER][NEUTRAL] 023
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 951-36.
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So now.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and I excuse me, how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] So this, this is, let me just double check what, what, what insurance is this for? What kind of insurance?
[AGENT][NEUTRAL] Um, this is American Public Life. It's um a cancer policy.
[CUSTOMER][NEUTRAL] Yeah, that's what I thought and we did re up that.
[AGENT][NEUTRAL] Re up as in reinstate it?
[CUSTOMER][NEUTRAL] Yeah, I mean, I mean we kept it we kept it active, right?
[CUSTOMER][NEUTRAL] I I think I sent you a check in July of last year.
[AGENT][NEUTRAL] Well, let me do this. Let me verify first. Mr. [PII], can you verify your date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, yeah, let me go out and I don't give all that information to my students here.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So, uh, [PII].
[CUSTOMER][NEUTRAL] And uh [PII] [PII] [PII] 1167.
[AGENT][NEUTRAL] Alright thank you so much for verifying all the information. Um, so it looks like the, so the policies are not active. Um, this policy was affect your last policy was effective from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And I didn't send you a check and
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] In July.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Of the last year.
[AGENT][NEUTRAL] Yes, July and August.
[CUSTOMER][NEUTRAL] What do you mean July and August?
[AGENT][NEUTRAL] There was a payment, um.
[AGENT][NEUTRAL] Hold on, hold on, that's the month that it paid. Hold on one second.
[CUSTOMER][NEUTRAL] Well that comes that just comes that just comes out of my paycheck, but did not pay for the the next year?
[AGENT][NEUTRAL] Well, you didn't pay for the next year, you paid for the July payment, paid for July and August. There was a payment on hold on. We received it on [PII] and then [PII], so the payment that you made in July was for June.
[AGENT][NEUTRAL] And then we received [PII] for [PII]. [PII] paid for [PII], and then it was paid up that, that's why it was, it stopped in September.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so for some reason I didn't re up. I thought I'd re up that, but I hadn't.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I'll, I mean, I'll double check my, my, uh.
[CUSTOMER][NEUTRAL] Bank account to see if it came out but sounds like I didn't.
[CUSTOMER][NEUTRAL] It was a hectic time. My son had cancer at the time and my wife was retiring and just a lot was going on, so it might have gotten overlooked. But he has had a reoccurrence of the cancer, so.
[CUSTOMER][NEUTRAL] Uh, I guess that's not.
[CUSTOMER][NEUTRAL] Enforce anymore, huh.
[AGENT][NEUTRAL] Well, you can, let me see.
[AGENT][NEUTRAL] Who is this with? Hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so are you still with [PII] ISD?
[CUSTOMER][NEUTRAL] She is not, she retired but I am.
[AGENT][NEUTRAL] She, oh, she retired. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So can I add it during the open enrollment moving forward?
[AGENT][NEUTRAL] You can, or if you'd like to see if there's, I will reach out to HR and see if there's uh because I don't know what the the terms are, every every employer is different. So,
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To see if you do still have the option to reinstate this one from [PII] or how that would work or if you need to.
[AGENT][NEUTRAL] Uh, start over during open enrollment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Alright, I'm sorry about that. I wish I had better news for you.
[CUSTOMER][NEUTRAL] Hm, but I
[CUSTOMER][NEUTRAL] No, no, that's OK. I, I just fell through the cracks. I don't know if he would have been covered anyway because there's only a single occurrence in there.
[CUSTOMER][NEUTRAL] That's how that works.
[AGENT][NEUTRAL] Well, so for like the, like the lump sum payout, like the um first occurrence, yes, that is one, but for like treatments and things that that.
[CUSTOMER][NEUTRAL] Because we're already
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then if he has, if he has subsequent treatments is there payouts for those?
[AGENT][NEUTRAL] Right, the treatments and and um the care, yes, you have coverage for that, but just the, the only thing that's one time is the lump sum.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And how much, how much, how much is that, the treatments and care.
[AGENT][NEUTRAL] Um, let me see, hold on one second.
[CUSTOMER][NEUTRAL] Coverage
[AGENT][NEUTRAL] I'm pulling up your benefits. Hold on one moment.
[AGENT][NEUTRAL] Um, so for, like, example, um, radiation therapy, chemotherapy, or immunotherapy, um, the policy will pay up to $20,000 per 12-month period.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what about uh
[CUSTOMER][NEUTRAL] Uh, the brain surgery they have.
[AGENT][NEUTRAL] Let me see what's the surgery.
[CUSTOMER][NEUTRAL] Is that the one time is that the one time deal?
[AGENT][NEUTRAL] Oh, no, there should be, let me see how it's broken down. You may have, hold on one moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Really should have kept this.
[CUSTOMER][NEUTRAL] So if I reinstate it during the.
[CUSTOMER][NEUTRAL] Like the
[CUSTOMER][NEUTRAL] The um
[CUSTOMER][NEUTRAL] Uh, what do they call that, uh.
[AGENT][NEUTRAL] Open enrollment?
[CUSTOMER][NEUTRAL] During my open enrollment, is there a waiting period? What's, what would the waiting period be?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, there's no, um, there's no waiting period for our policies, for our cancer policies.
[CUSTOMER][NEUTRAL] If he has additional.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then for the surgery question, um,
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] So this policy will pay up to $25 per surgery.
[CUSTOMER][NEUTRAL] Just $25.
[AGENT][NEUTRAL] Yes, for the surgery benefits. So it looks like this is more for the treatment. So when you call, when you talk to HR you, you might also want to see if they have other um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Policy benefits because there are some that have the the the the um not therapy, well, yeah, the treatments and then
[AGENT][NEUTRAL] Sorry, the treatments and then it has surgery benefits as well. So, um, you know, more than the 25, it'll pay like per unit. So that may be an option for you also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well, I'll talk to them when enrollment comes, yeah.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm no that's.
[CUSTOMER][NEUTRAL] Pretty much it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Goodbye.