AccountId: 011433970860
ContactId: d7594b9b-3d2a-42f3-b105-0037093b4d5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288079 ms
Total Talk Time (AGENT): 118272 ms
Total Talk Time (CUSTOMER): 162357 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/d7594b9b-3d2a-42f3-b105-0037093b4d5f_20250310T13:46_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 [PII], my name is [PII], and I got a letter in the mail from you guys and uh it's I can give you the er number that's listed on here it's 02488144.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, and may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that, and I'm so sorry, Mr. [PII]. I had your name written down. It's just out of habit. I apologize.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] And I have you here. How may I help you today?
[CUSTOMER][NEUTRAL] Well, I'm trying to figure out what this coverage is uh who is it through? Um, I'm just kind of lost.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I can definitely help you. Um, I do have you pulled up. I just need you to verify your mailing address.
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then your email address and date of birth.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My email address, uh, since I don't know what this is, I'm gonna give you my personal [PII].
[AGENT][NEUTRAL] Alright, now this may be for work.
[CUSTOMER][NEUTRAL] OK, uh, and see that's the thing. I don't know where I recently a year ago changed jobs, so I don't know if this is with Acreer if this is from Acresure, or if this is with Higginbotham.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII]. OK, all right.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, you can buy them, OK.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] And thank you so much for verifying all your information. So it looks like you had a few, so the policies are no longer active as of [PII]. This was a hospital indemnity policy, so a limited medical policy, um, and then you also had a cancer policy, but the policy number that you gave me was the um accident policy.
[CUSTOMER][NEUTRAL] Yeah, oh.
[AGENT][NEUTRAL] So these all um terminated on [PII].
[CUSTOMER][NEUTRAL] Can't
[CUSTOMER][NEUTRAL] OK, so, um, and I think if I'm remembering correctly that, um, that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They moved the coverage to another company I think it's what it was uh if I remember correctly I think I have this coverage so this is the old coverage that that I had in effect for 2024 if I'm not mistaken. OK, so this was it was for 20 would have been, let's say 41 of 24 through 11 of 25 correct?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] No, you're right.
[AGENT][NEUTRAL] Yes, this except this one says 512.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, but you, you almost had it.
[CUSTOMER][NEUTRAL] Yeah, that's right. You're right, you're right, it was 51. I'm sorry, it was 51. I'm sorry. You are very you, OK, OK, OK, so this is, um, OK, so if let me just ask a question if I cho chose to keep it, how much is it?
[AGENT][POSITIVE] OK, so yes, ma'am, you got it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, for that, I will have to get you to, you know what, I don't have to get you to customer service. If the premium wouldn't change. So if you were to keep the the accident or all of them, the accident is $14.47 was the premium.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK, 1447. OK. All right. What about the cancer?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Cancer was $39.50.
[CUSTOMER][NEUTRAL] That was a month, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, everything is on monthly. OK, and how much was the hospital indemnity?
[AGENT][NEUTRAL] Month. Mhm.
[AGENT][NEUTRAL] Hospital indemnity was $34.51.
[CUSTOMER][NEUTRAL] OK, OK, alright, so if I don't want this, I don't need to do anything. I don't need to send anything back to you, is that correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, alright, OK, that's what I needed to know and I do appreciate it.
[AGENT][POSITIVE] Well, you're very welcome and thanks for calling APL. I hope you have a great week.
[CUSTOMER][POSITIVE] OK, you too, dear. All righty, bye-bye.
[AGENT][POSITIVE] Thank you and I'm sorry, just, just for the call, my apologies, all the information provided was a verification of benefits, not a guarantee of payment. I hope you have a great week, Mr. [PII].
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][POSITIVE] OK, you too all right bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.