AccountId: 011433970860
ContactId: c1ca680a-e741-488a-811b-01efb0563e00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1185329 ms
Total Talk Time (AGENT): 682400 ms
Total Talk Time (CUSTOMER): 359658 ms
Interruptions: 14
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/c1ca680a-e741-488a-811b-01efb0563e00_20250501T14:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm [PII].
[CUSTOMER][NEUTRAL] And I called a few days ago about my account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And I didn't have enough money in my checking account for you all to pull the money out in March.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, Miss [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, ma'am, I'm here.
[AGENT][POSITIVE] OK, yes, ma'am. So how can I help you today? I can now.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I want you all to pull my money out of my account. I want you all to do March and April. I didn't have enough money for March in my checking account, but I have enough for March and April today in my checking account.
[AGENT][NEUTRAL] OK, so you're wanting, are you wanting to, I, I can hear you at the moment, yes ma'am. So you're calling about your premium for March and April, is that correct?
[CUSTOMER][NEUTRAL] Can you get?
[CUSTOMER][NEUTRAL] Yes ma'am, excuse me.
[AGENT][NEUTRAL] OK, alright, yes ma'am, so that's OK. So, um, yes ma'am, I can take a look at your policy and then we can go from there. I'll need to verify some things with you first for security. So first off, um, what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] I do not and I need new cards. I need, I need some cards also. I don't have any.
[AGENT][NEUTRAL] OK, so what is your, what is your social security number so that I can look up your information?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you. One
[CUSTOMER][NEUTRAL] The lady did give me a number to.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] You next time I call, but I.
[AGENT][NEUTRAL] OK, that's OK.
[CUSTOMER][POSITIVE] That's good. I'm sorry. I'm just talking out loud.
[AGENT][NEUTRAL] You're OK. All right, so give me just one moment. Alright, so I believe I've located your policy. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] for me? Yes, ma'am. [PII].
[AGENT][NEUTRAL] OK, thank you. And then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and is the [PII] the best phone number that we should have on file for you?
[CUSTOMER][POSITIVE] Yeah, that should be the best one where we had it. Um, [PII].
[AGENT][NEUTRAL] OK, thank you. And then the last thing to verify is gonna be your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your information. Now, if, and this is for your cancer policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so if you would like for me to, if you're able to write down your number, I can give you the policy number.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Here, have a piece of my
[CUSTOMER][POSITIVE] OK, I'm ready, ma'am.
[AGENT][NEUTRAL] It is 101.
[AGENT][NEUTRAL] 90.
[AGENT][NEUTRAL] 58.
[CUSTOMER][NEUTRAL] 101.
[CUSTOMER][NEUTRAL] What else?
[AGENT][NEUTRAL] 9058.
[CUSTOMER][NEUTRAL] OK, 10195.
[CUSTOMER][NEUTRAL] Wow hoing. I'm sorry. That's OK. I'm sorry. Hold on, let me pull over.
[AGENT][NEUTRAL] Oh, yes, ma'am. Don't, oh, don't try to drive.
[CUSTOMER][NEUTRAL] Jesus. OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Uh, OK, one more time, I have it this time, I promise.
[AGENT][NEUTRAL] 101.
[AGENT][NEUTRAL] 9058.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Oh, I got it this time. Thank you so much. No problem.
[AGENT][NEUTRAL] OK. All right. So I'm also going, now that I've added your um phone number on file because we did not have that. I'm gonna email you a user guide, [PII], for our portal called the online service center. Now you can't pay your premiums through there, but that will give you, well, you don't have to set it up if that's not something that you choose to do, but this would just give you access to your policy information.
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] I don't want to
[AGENT][NEUTRAL] Online, ma'am?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on for a second, ma'am. Hold on, hold on, hold on.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] OK, I'm back, ma'am.
[AGENT][NEUTRAL] OK, yes ma'am. So I'll, yes ma'am, I'm here.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] OK, I'm sorry. I, I, yeah, that was my sister. We got a sick, uh, family member and I thought she was gone. I thought she had passed away, but she said no. She said she didn't. OK.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] 00 my goodness. Well, I'm sorry to hear that. I hope she
[AGENT][NEUTRAL] Your family member is, is OK.
[CUSTOMER][NEUTRAL] Yes ma'am, uh, I guess she, well, yeah, she's on my bed.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] 00, my goodness. OK. Well, again, I do see that we had received the check.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me look one more time, just a moment.
[CUSTOMER][NEUTRAL] At at at it.
[AGENT][NEUTRAL] No, no, no, no. Let me check on something.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Give me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do see that we had received the draft was returned for insufficient funds, but that has been set up for an additional draft for $15.30 to be done according to what I see in the system.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But I wanted them, I wanted them to go ahead and take out March and April.
[AGENT][NEUTRAL] OK, so it looks like March.
[CUSTOMER][NEUTRAL] Can they do that cause they drafted.
[AGENT][NEUTRAL] Well, it looks like that it's your policy showing that it's paid to 41. Now, what I will do is I will connect you, Ms. [PII], with one of the members of our customer service department to verify that information, but I'm showing that your policy is paid to 41, but the draft, I'm assuming would be for April and then for your May premium.
[CUSTOMER][NEUTRAL] Oh, April and May? OK, OK.
[AGENT][NEUTRAL] According to, yes, ma'am. It's what I, what I can see now. Again, if you would like to just double verify that, I'll be happy to connect you with one of those team members who can confirm that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, well, I can do that. So before I do though, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, not today. Oh yeah, can you please send me some, uh, I need some info. I got this policy and I don't have any information on it. I need some information on this policy like some insurance cards or something.
[AGENT][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] OK, now for your, for the cancer policies, there's not ID cards, but your policy information is in the portal. Did you say that you were gonna set that up?
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I guess I have to if I need to, but I don't like to do stuff like that.
[AGENT][NEUTRAL] Now, we can
[CUSTOMER][NEUTRAL] OK, so can you give me the information first?
[CUSTOMER][NEUTRAL] half
[AGENT][NEUTRAL] I'm sorry, were you talking to me, [PII], or to someone else?
[CUSTOMER][NEUTRAL] I'm talking to you.
[AGENT][NEUTRAL] OK, and what was your question?
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Because it sounded like, I'm sorry, I thought you were talking to someone else.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, ma'am, what, what, what else, give me the information to the portal, whatever, you know that.
[AGENT][NEUTRAL] OK, I'm gonna email you that um so that when you have time you can do that and the email that you're gonna receive and you'll get that in just a couple of minutes, it's gonna come from [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's not
[AGENT][NEUTRAL] Just so that you can.
[CUSTOMER][NEUTRAL] Don't talk from what now?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Yes, ma'am. That'll be the, who the email is from that you'll have.
[CUSTOMER][NEUTRAL] Case, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] From [PII].
[AGENT][NEUTRAL] [PII], I mean, [PII].
[CUSTOMER][NEUTRAL] W.com.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, ma'am, [PII].
[CUSTOMER][POSITIVE] OK, I got it this time. I'll keep it. I'll, I'll do better.
[AGENT][NEUTRAL] All right. No, you're doing fine. So, um, when I connect you over there, you're not gonna have to re-verify your information. I will give them that and let them know that we've already verified everything.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, alright, because I don't wanna lose it. I, I've been having it for a long time and uh, well, do you know anything about, can you give me any information on this uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I this
[CUSTOMER][NEUTRAL] Uh, policy.
[AGENT][NEUTRAL] OK, so, uh, any information provided would be a verification of benefits and not a guarantee of payment. So this is a cancer policy that you have with us. And this policy, give me a moment to get some information pulled up, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So this policy has different benefits if you were diagnosed with cancer. Everything from hospital confinement benefits, um, surgical benefits.
[AGENT][NEUTRAL] Physician benefits, chemo and radiation, if you were to be diagnosed with internal cancer and you had to receive radiation, chemotherapy or immunotherapy.
[AGENT][NEUTRAL] You have a $10,000 benefit per 12 month period from when your treatment starts.
[AGENT][NEUTRAL] Um, also, if you were to have to travel more than 50 miles away from your home for treatment, you do have transportation and lodging benefits on this policy. This policy also has screening benefits.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Or you can
[AGENT][NEUTRAL] Uh for a screening, like if you have a mammogram.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] For example, that would be one of the tests that you could file each year for a wellness or screening benefit, and that's a $45 per year benefit.
[AGENT][NEUTRAL] So that
[CUSTOMER][NEUTRAL] Oh, if I, if I have a mammogram?
[AGENT][NEUTRAL] It's just kind of an overview of some of the benefits.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Mhm. You can. Yes, ma'am. That is correct.
[CUSTOMER][NEUTRAL] So if I just don't have a regular mammogram, I can get paid.
[CUSTOMER][NEUTRAL] I have mammograms all the time. I mean, you know.
[AGENT][POSITIVE] Yes, ma'am, there's a $45 benefit.
[AGENT][NEUTRAL] Within one time a year, you could be for a diagnostic and prevention benefit each calendar year.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] You have that $45 benefit available for a screening test, so if you were to have.
[AGENT][NEUTRAL] You know, the mammogram.
[AGENT][NEUTRAL] There's several different tests. Colonoscopy would be one, but if you have a mammogram every year, that's something you could file that for.
[AGENT][NEUTRAL] I can include a wellness claim form in that email, but you can also, if you set up that portal.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] With APL there's a link inside the portal for filing a wellness claim and you just click on that and you fill in the information and submit it and you can add in your banking information for like direct deposit.
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] That's different than what we draft your premium from, but if we were you know to pay any benefits to you, we could electronically deposit them into your account instead of having to mail you a paper check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I could include that form if you decide that you wanted to fax it or mail it instead of doing it on the portal, but the portal is the quickest way to submit a claim for review.
[CUSTOMER][NEUTRAL] OK, OK. Uh-huh.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Well, do you have any other questions on this policy that I could help you with at the moment?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yes, I have one more question. OK, now 45 was, uh, you know, like they didn't say that it was cancer, but it's like.
[CUSTOMER][NEUTRAL] It was like
[CUSTOMER][NEUTRAL] Uh, well, no, it has to be.
[CUSTOMER][NEUTRAL] Cancer, right?
[AGENT][NEUTRAL] Yes, ma'am. This policy as far as the other benefits that I was talking about aside from the wellness, that would be with a positive diagnosis of cancer.
[CUSTOMER][NEUTRAL] Yes ma'am, OK then, OK.
[CUSTOMER][NEGATIVE] All right, cause I've been, OK. All right. OK. Well, you, you didn't, you didn't covered everything. I just wanna make sure I keep paying this because um you never know. I mean, I haven't been diagnosed with it, but they keep cutting on me.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Well then,
[CUSTOMER][NEUTRAL] Saying a little different stuff. They're saying they cut it before it becomes cancer, so.
[AGENT][POSITIVE] Yes, ma'am. So, I mean, it's always better to have this type of, you know, coverage that can help you and not need it than to need it and not have it. And that's, you know, that's just my personal opinion aside from working here. That's my own personal philosophy for myself as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, do y'all have anything like life insurance or anything?
[AGENT][NEUTRAL] We do not offer any individual coverages anymore. A long time ago, we used to sell, you know, individual policies, but we haven't done that in a number of years now. Everything that we offer is on a, an employer level, so the employer would have to offer.
[AGENT][NEUTRAL] The benefit as an option in order to be able to enroll.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I'm not employed anymore by the Weston Parish school board anyway.
[AGENT][NEUTRAL] Right. So this would be, you know, continuing this coverage, yes, ma'am. That would be the option for you, but not for adding any additional new coverages.
[CUSTOMER][POSITIVE] Alright then, OK then, well thank you so much, yes ma'am.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Well, well, you're welcome, and I am gonna connect you over to customer service so that they can verify what will be drafted, what two months are gonna be drafted, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome and thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Have a
[CUSTOMER][POSITIVE] And the same to you, ma'am. Thank you.
[AGENT][POSITIVE] Yes ma'am and thank you as well. So one moment please.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling the EPL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, it's [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm fine, [PII]. How are you there?
[AGENT][POSITIVE] I'm good, thank you. So I have an insured on the line.
[AGENT][NEUTRAL] With policy number 101.
[AGENT][NEUTRAL] 9058. Miss [PII].
[CUSTOMER][NEUTRAL] OK, I'm gonna have to call him this one back.
[AGENT][NEUTRAL] She was
[AGENT][NEUTRAL] Yeah, she was OK well she was calling and the phone number in the system is her number to call back on if something happens. She's fully verified.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Wonderful.
[AGENT][NEUTRAL] Um, she was calling because.
[AGENT][NEUTRAL] She was wanting to have her March and April premiums drafted because she didn't have enough money to cover the premium.
[AGENT][NEUTRAL] But from what I can see, it looks like this policy is paid to April, and an additional draft amount has been set up. But she just needs to verify which month that additional is gonna be for. Is that for March and April or April and May? I mean, based on what I'm seeing, it looks like April and May, but she just wants to go because she definitely does not want this policy to turn, to lapse.
[CUSTOMER][POSITIVE] Draft is already set up in place, yeah.
[CUSTOMER][NEUTRAL] Ja.
[CUSTOMER][NEUTRAL] I'm not.
[CUSTOMER][NEUTRAL] draft return is. Let me go back and see if I can tell, [PII]. Hold on one second.
[CUSTOMER][NEUTRAL] 5 I just see one month being drafted see that additional amount down in the bottom corner.
[AGENT][NEUTRAL] Uh-huh, but which month? So she's gonna have?
[CUSTOMER][NEUTRAL] So just
[CUSTOMER][NEUTRAL] It has to be for April cause she's only paid to, you know, for one. Help me think this out loud before I talk to her.
[AGENT][NEUTRAL] But she was thinking she wasn't paid for March, so she was, yeah, so she's just wanting to verify. She just wants to make sure that whatever needs to be drafted basically is drafted. She was thinking it was gonna need to be March and April, but I explained to her it looks like her policy is paid to 41 with an additional draft already set up. So is that gonna be for April and then her, her May premium? So yeah, but I just wanted you to confirm that since.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] April and May, April and May, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's out of my scope.
[CUSTOMER][NEUTRAL] Yeah, yeah, she, because she's paid to [PII]. I went to BQPHI.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I mean it's a lot. OK, so I see where they subtracted it and then add it back in.
[CUSTOMER][NEUTRAL] So that just paid her to 401 because March looks like it cleared. April just did not clear.
[AGENT][POSITIVE] OK. So if you can just confirm that with her, she would be very grateful. OK, Lice. Well, thank you so much.
[CUSTOMER][NEUTRAL] So they added it back.
[CUSTOMER][NEUTRAL] Yeah, I can.
[CUSTOMER][POSITIVE] All right, don't put her on through. Have a good day.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Mhm bye.