AccountId: 011433970860
ContactId: c263e31a-945f-4524-9c69-d76355ff8483
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 963539 ms
Total Talk Time (AGENT): 161697 ms
Total Talk Time (CUSTOMER): 621588 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/c263e31a-945f-4524-9c69-d76355ff8483_20250311T20:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. On speaking. May I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hey ma'am, [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL.
[CUSTOMER][NEUTRAL] OK then that's right. I'm calling APL and I wanna know about my policy is it still in for or?
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] I have a, wait a minute, let me see what they what number I got a policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's 9, A as in apple.
[CUSTOMER][NEUTRAL] 0108294 and they changed the rates on it.
[CUSTOMER][NEUTRAL] Um, they went up to a group plan. The new rate for that was $43.30 I guess monthly.
[CUSTOMER][NEUTRAL] And it was effective date was [PII].
[AGENT][NEUTRAL] OK, and Miss. I will verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEGATIVE] I don't have email working right now. My computer went out on me and I hadn't gotten it replaced.
[CUSTOMER][NEUTRAL] But I do have uh my mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And your date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] They said the effective date on this policy.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, well, I show the policy number you gave, it was effective [PII] or [PII], but the policy term [PII], um, I do show you have another policy with our company that became effective [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so what is this the same, I cause I, I had a policy come in saying American Income Life Insurance.
[CUSTOMER][NEUTRAL] And I think the lady told me when I called that number, it was uh it had lapsed or something. I'm not sure which one is which one now, because I know I started with the American public life and she said, that's us, that's the one you got for you.
[CUSTOMER][NEUTRAL] American Public Life Cancer and Specified Disease Plan.
[CUSTOMER][NEUTRAL] So I don't know where I am now with these two policies they.
[AGENT][NEUTRAL] OK, like I said, I do show you have a policy or that policy number you gave initially, that policy did terminate [PII], but I do show you have a cancer policy with our company that became effective [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But now that one is still enforce, right? It's still current?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But what about the other policies that, or do you not, might not deal with that one, but it's American Income Life Insurance.
[AGENT][NEUTRAL] Well, I'm not sure who they are. That sounds like a different company.
[CUSTOMER][NEUTRAL] Yeah that's what the lady told me. I said, well, I don't know. I said, because when I got the policy, the new policy on the American income life, I was thinking it was my American public life, and she said, that's who we're with, that's with the state.
[CUSTOMER][NEUTRAL] And the state takes out money, I guess for the plan monthly.
[CUSTOMER][NEUTRAL] Is that's what you're showing on your copy on your end?
[AGENT][NEUTRAL] Uh, retirement systems of Alabama.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am. That's who I'm sure you have a policy with through um retirement Systems of Alabama. You have the cancer policy with us.
[CUSTOMER][NEUTRAL] Yeah, that's what uh that's what she told me too, and she said that other one, I don't know anything about that one, but I don't know, I don't know anything about talking to anybody about American Income life insurance, so I don't know.
[AGENT][NEUTRAL] Yes, ma'am. I don't, I've never heard of them, so I'm not sure who they are.
[CUSTOMER][NEUTRAL] Somebody else
[CUSTOMER][NEUTRAL] Well, I think they, it's over with them too now. I think he said that policy was lapsed shortly after it was open. I said,
[CUSTOMER][NEUTRAL] I don't know, but anyway, I got that one, so I just put it aside.
[CUSTOMER][NEUTRAL] And I want to deal with this one right here. But as long as I can keep this public life, cancer and specified disease plan, they did send me a list of, let me see, your existing plan with alternative plan.
[CUSTOMER][NEGATIVE] They were just putting down.
[CUSTOMER][NEUTRAL] The difference between the two plans, I think. They sent me a copy comparison sheet.
[CUSTOMER][NEUTRAL] And I right now, should you elect to purchase one of our newer plans, we will guarantee the premium rate through [PII].
[CUSTOMER][POSITIVE] We appreciate your business and look forward to having.
[CUSTOMER][NEUTRAL] OK, so right now.
[CUSTOMER][NEUTRAL] The new rate on this part on this plan I got now is 4330 is that's what they're taking out a month on me from the uh state retirement board.
[AGENT][NEUTRAL] Well, I'm showing that premium amount on this one is 11242.
[CUSTOMER][NEUTRAL] Yeah, I looked at that, uh, they sent me the look, anytime something changed about my income or deduction, they sent me out a new one of those little cards, that's telling me about the old plan, new plan, and then last time I saw it, it was $112.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So it must be
[CUSTOMER][NEUTRAL] Now when did that $112 become effective?
[AGENT][NEUTRAL] Well, this policy became effective [PII].
[CUSTOMER][NEUTRAL] OK, let me put that down.
[CUSTOMER][NEUTRAL] And I'm gonna put on this little new rate.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what you said was
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The new rate, the new rate of, of $112. When did that new rate start?
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Because that's when this policy became effective.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And we first.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] And that was the effective date.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And that's when the premium went up to 112, right?
[AGENT][NEUTRAL] Well, I'm not sure what it was previously, but that's why I'm showing the premium is and that's the effective date of the coverage.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Well, then they got some more stuff. I just need to ask you a few more questions and I, and I'll have it straight now. I'm gonna put this American Income Life Insurance aside. But anyway, what the C442.
[CUSTOMER][NEUTRAL] And they got a description of C444.
[CUSTOMER][NEUTRAL] 2, and that's the alternative plan.
[CUSTOMER][NEUTRAL] I just, I just, I just got concerned about it and I kept trying to figure out what I'm, what I'm doing here. Now, AP alternate plan, AP.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 1000
[CUSTOMER][NEUTRAL] So I got the 2 alternate plans.
[CUSTOMER][NEUTRAL] And what they say, what you may lose some benefits if you elect an alternative plan. So I don't know what the difference in.
[CUSTOMER][NEUTRAL] But they got an existing plan with C440.
[AGENT][NEUTRAL] Uh, that's the previous plan I show you had with us.
[CUSTOMER][NEUTRAL] Yeah, that's the previous. So the new rate is, which is one of these alternative plans.
[AGENT][NEUTRAL] Was the the product type is a C442 ALT.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then they got.
[AGENT][NEUTRAL] I'm not sure if an alternative plan.
[CUSTOMER][NEUTRAL] Yeah, that's what they have on this list, your existing plan with alternative plan. Existing is C440.
[CUSTOMER][NEGATIVE] And they got dollars amount for something down here. I, I don't understand how to read all this.
[CUSTOMER][NEUTRAL] But it has
[CUSTOMER][NEUTRAL] Daily hospitals.
[CUSTOMER][NEUTRAL] For children, they extended hospital benefit.
[CUSTOMER][NEUTRAL] 110% begins at 661 day. OK, so what I got now, which one of these plans that, uh, am I using now?
[AGENT][NEUTRAL] Uh, the plan you have now is a C442 plan.
[CUSTOMER][NEUTRAL] OK, I'll put this one.
[CUSTOMER][NEUTRAL] I got it all turned to put C442 and I'm just gonna put this plan.
[CUSTOMER][NEUTRAL] And that effective date was [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so I got it marked now which plan I have.
[CUSTOMER][NEUTRAL] And I think the difference is just telling about the amount of money.
[CUSTOMER][NEUTRAL] It's 66.
[CUSTOMER][NEUTRAL] Did they, the difference in it, I don't see where they said I, I've been losing some benefits. It seemed like, almost seem like the same thing. But anyway, I just want to make sure what I had that I was still carrying them.
[CUSTOMER][NEUTRAL] Uh, they were still carrying, carrying me, but we went to C 442 plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that see and this AP plan. What's the AP or alternative plan, 1000.
[CUSTOMER][NEUTRAL] They show everything the same on that part, that section.
[CUSTOMER][NEUTRAL] But it's a little less on this AP 1000.
[CUSTOMER][NEUTRAL] Well, whatever. I, I got one of them, and that's, that's enough for me.
[CUSTOMER][NEUTRAL] But I got, I got, I just, I said I just don't even recall. She said, oh no, we don't do the American income like. He said, we are with the American.
[CUSTOMER][NEUTRAL] Public life.
[AGENT][NEUTRAL] Yes, ma'am. I've never heard of American Income Life before.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Mm, well, it didn't last too long cause uh she said he, he could, he lapsed some back some, but I guess she probably after cause I don't remember them changing on the little thing they sent from the state, but anyway.
[CUSTOMER][NEUTRAL] It might be somebody else, uh, calling in and I just went ahead and talked to them and didn't even think about it anymore because
[CUSTOMER][NEUTRAL] With the state I was working really long hours and every day and you just
[CUSTOMER][NEUTRAL] But I know I had gotten this, this policy, American Public Life, and it, and it was started in
[CUSTOMER][NEUTRAL] They sent me the letter out [PII].
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] But anyway,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I'm straightening out with this now.
[AGENT][POSITIVE] OK, uh, well, I thank you for calling APL, Ms. [PII]. You have a great rest of your day.
[CUSTOMER][NEGATIVE] Well, thank you very much. Now, with this cancer plan and, and uh uh disease thing, you don't get like cash benefits or whatever they, you know, they don't do that with this policy, this cancer policy, do they?
[AGENT][NEUTRAL] Uh, no, ma'am. Not unless you were diagnosed with cancer and are receiving treatment.
[CUSTOMER][NEGATIVE] Mhm. I'm not doing either one of those, and thank God I'm not.
[CUSTOMER][NEUTRAL] OK then, I just want to know about these two different policies because I, I know I said I got a, a new policy.
[CUSTOMER][NEUTRAL] And then I called, when I called in and they told me, no, we don't do the American income life. We don't know anything about that. But we do have you covered through the state of Alabama retirement Board.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I said, well, that's the one I thought I had.
[CUSTOMER][POSITIVE] But I got it right now, so you won't have to worry about me calling in disturbing your day anymore.
[AGENT][NEUTRAL] No, if you have any questions, just give us a call back.
[CUSTOMER][POSITIVE] I thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] And tell me what your name is again?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And what was the last name?
[AGENT][NEUTRAL] Uh, last initial [PII]
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] No, [PII]
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK, I got down the mountain that they're taking 112 and I got your name and the new rate is.
[CUSTOMER][NEUTRAL] Effective date was [PII] and now we got the CC442 plan.
[CUSTOMER][POSITIVE] OK, well thank you so much then.
[AGENT][POSITIVE] Uh, yes, ma'am. Have a great day.
[CUSTOMER][NEUTRAL] I don't need to send and you got it down and that's what it's taken out now. I don't need to send a card or anything. It says should you elect you.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Purchased one of the newer pants. OK. So, they got it down and I got it down. So I know now and I just take this other one and put it outside.
[CUSTOMER][POSITIVE] OK, thank you, darling. Thank you for your information and thank you for getting the right track.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK then.