AccountId: 011433970860
ContactId: d3ff25cc-230c-4003-9d97-ca7d00e74d3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1084369 ms
Total Talk Time (AGENT): 296174 ms
Total Talk Time (CUSTOMER): 367279 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/d3ff25cc-230c-4003-9d97-ca7d00e74d3f_20250610T12:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII]. I have uh uh a couple of questions I wanna ask you, but I don't know whether I've got the right department or not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I, I, I, I have, uh, American Public Life Insurance. I have, I have that, but it is a cancer policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Do I need to get, uh, I, I, I don't wanna, you know, labor you into going through all of this. Do I have the right department or?
[AGENT][NEUTRAL] I mean, what's the, what, what are you, well, let me pull up your policy first because I have to do that anyway and then depending on your question, this, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's good.
[CUSTOMER][NEUTRAL] OK, I have a, a policy I guess it's this is the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, 644-963.
[AGENT][NEUTRAL] OK, Ms. [PII], what's a good phone number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for that, and I have your policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Oh, OK, my mailing address is [PII].
[AGENT][POSITIVE] Thank you for that and
[CUSTOMER][NEUTRAL] And what else did you say?
[AGENT][NEUTRAL] Your email and your, your date of birth.
[CUSTOMER][NEUTRAL] My email is [PII] and.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] What else?
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And what questions did you have?
[CUSTOMER][NEUTRAL] OK, first of all, I wanted to know the policy that I have, is this a policy that that's paid up because I've had it for quite some time now, long time, over 10 years.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When you say paid up, what do you mean?
[CUSTOMER][NEUTRAL] Uh, like, like some insurance companies I have, I have some insurance, uh, one other insurance company, uh, that after you pay so many years or, or however it's considered paid up, so that's what I want and I've had it pro probably about the same time that I had this other insurance, so I wanted to know if American Public Life, what I have, is this a paid up policy?
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Paid up and meaning that there's no more premium due, you've paid all.
[CUSTOMER][NEUTRAL] That, that I don't
[CUSTOMER][NEUTRAL] That I don't take it that you're still taking out of, you know, you're still, uh, receiving payments, but I just wanna know, is this a paid up policy because if it is then that's what I want to apply for.
[AGENT][NEGATIVE] I don't know, I'm gonna say no, but I don't know paid up, this pays monthly, so there's no like, I don't know what you mean by paid up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK, and, and I don't know any other way. OK, like I said before, I have another insurance.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I have another insurance with another insurance company and I've had American Public Life and this other insurance. I've had them about the same time cause I got them. I got them both when I was working before I retired.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the other insurance company.
[CUSTOMER][NEUTRAL] After you pay up so many, uh, oh, I can't remember what they call it, but you are paid up and you don't have to pay any more premiums, but it's, you still have the insurance.
[AGENT][NEUTRAL] Right, so yes, so.
[CUSTOMER][NEUTRAL] That's, that's the.
[AGENT][NEUTRAL] Correct, that's usually like with life policies and things like that, but this, um, this is not a paid up policy. You, you have to pay your premium um monthly. It's not like after a certain cap, you don't have to pay your premium anymore, you still get your, your um benefits. This is not that type of policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, now, well, let me ask you this, am I allowed to borrow from this policy?
[AGENT][NEUTRAL] No, this isn't a policy that occurs a cash value. This is just a cancer policy that pays out benefits.
[CUSTOMER][NEUTRAL] Oh OK, so and if you never, if you've never used it, it's not or anything like that you can't borrow from it.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And make notes of that.
[CUSTOMER][NEUTRAL] OK, now let me ask you this if I want to cancel this policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I do that through you?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what what procedure do I need to go through to cancel it with you?
[AGENT][NEUTRAL] Um, well, you would just let us know that you want to cancel it. I'll go ahead and cancel the policy. You'll receive a, um, cancellation, like a confirmation that the account has been canceled, um, letter in the mail, and this policy has been paid for the month of June, so July just wouldn't.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, be taken out.
[CUSTOMER][NEUTRAL] Oh, OK, because let me see, I didn't think it would be, I didn't think it came out until what, the [PII], [PII] or the [PII]?
[AGENT][NEUTRAL] Let me see, because it says paid to [PII] here, let me see what your pay dates are. I might not have taken out yet. Hold on one second.
[CUSTOMER][NEUTRAL] No, it hasn't so far.
[AGENT][NEUTRAL] Yeah, it hasn't. So yes, your payments usually come out between the [PII] and the [PII] of the month. So, um, I mean, if you wanted to cancel now you could and it'll just have been effective until [PII].
[CUSTOMER][NEUTRAL] OK, and it'll be effective when?
[AGENT][NEUTRAL] If you were to cancel now, it would just basically, you could use it up until [PII], up, well today is the [PII], but because it's paid up until [PII] and we haven't received. Well, hold on.
[AGENT][NEUTRAL] Yeah, because your your last payment covered May. So when we bill you again the 4754 in June, that's gonna be for.
[AGENT][NEUTRAL] To cover June and then July would be to cover July. So this, yeah, your next payment is going to cover June, which is why it's [PII].
[CUSTOMER][NEUTRAL] Oh, OK, so, so, so would they, uh, would you take out for June?
[AGENT][NEGATIVE] No, not if you cancel now because the payment, you haven't even been billed yet.
[CUSTOMER][NEUTRAL] Oh, OK, well, yeah, let, let me go ahead and do that and let me ask you something, could you, you say I would get verification in the mail and, and you do have my, I did give you my correct mailing address, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So could I get something, could I get an email also to uh.
[CUSTOMER][NEUTRAL] Do you all do this or you just do it by mail or both?
[AGENT][NEUTRAL] Um, we just do by mail, but I mean, if you want something by email, I can, you know, ask my superiors and see if we can.
[AGENT][NEGATIVE] Come up with something. What are you just wanting it to say that the account is canceled?
[CUSTOMER][NEUTRAL] Yeah, to just, just.
[CUSTOMER][NEGATIVE] Yes, that I, I just wanted something to say that effective today, you know, that I made, I, I'm documenting as well, but I would just want something, you know, if I could get an email or something that says on this date, you know, and I called at [PII] but of course I was on hold, uh, that I canceled this policy on today's date.
[AGENT][NEUTRAL] OK, um, I mean, I'm sure that will be no problem to just sending, that's just a regular, yeah.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] Yes, well, let, let me do that please.
[AGENT][NEUTRAL] OK, and then the [PII].
[AGENT][NEUTRAL] [PII]. That's where you want the letter to go to?
[CUSTOMER][NEUTRAL] Yes, [PII]. Now I don't know you might have a different address because like I say I've had this so long and I might have had another post office box number, but this has been my post office box number for quite some time and I've never made any changes because uh on and I don't even know on my um what what uh is is my is what is my name listed as on in your system?
[AGENT][NEUTRAL] In the system, um, [PII].
[CUSTOMER][NEUTRAL] Oh, OK, good, uh, because see my card, my card still says Ay far.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But I didn't know what I, yeah, I didn't know whether I had changed that or not, you know, but I just wanted to make sure.
[AGENT][NEUTRAL] Yes, ma'am, and
[AGENT][NEUTRAL] Yes, and the um the PO box is the is the [PII], so you changed that one too.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] OK, good deal, good deal. Well yeah, let me, let me go ahead and cancel that with you today, [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Because I'm I'm asking.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You tell me.
[AGENT][NEUTRAL] OK, Ms. [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Oh, go right ahead.
[AGENT][NEUTRAL] All right thank you hold on one moment.
[CUSTOMER][NEUTRAL] Uh-huh. You are on hold.
[AGENT][POSITIVE] A pay one all of the mode here we go. This is what I need.
[AGENT][NEUTRAL] Yeah I go to CG and I'll put a L right there.
[AGENT][NEUTRAL] And I put a wire right here.
[AGENT][NEUTRAL] And then I know that L E P W R oh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[AGENT][NEGATIVE] Oh, what was it? I did the wrong thing.
[AGENT][NEUTRAL] 60963.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm gonna do customer service L 9.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] 1 2025.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So, I have canceled the policy. Um, the written letter, um, is on the way to you. It does come USPS, but I also emailed you um just like a, just a general, um, the, the policy is no longer active as of [PII], um, but check your spam just in case, but it's coming from the care team.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you've already done that?
[AGENT][NEUTRAL] Um, I've already sent it.
[CUSTOMER][NEUTRAL] Oh, OK, let me look and see if I've got anything while I've got you on here. OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, alrighty, I do have it and I will get something in the mail, right?
[AGENT][POSITIVE] You got it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So as of, so there the 4754 will not be taken out on uh what the [PII], [PII], [PII], is that correct?
[AGENT][NEGATIVE] Right, it should not. If it is, we'll definitely, we can refund it, but no, it should not because we haven't even created a bill for June yet.
[CUSTOMER][POSITIVE] Alrighty then well thank you so much [PII] I appreciate you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh no, that is all that is all I appreciate you.
[AGENT][POSITIVE] All right, well, thank you for, you're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Goodbye.