AccountId: 011433970860
ContactId: dba78915-cb13-4af6-9893-befe1d6e4d62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 989169 ms
Total Talk Time (AGENT): 474577 ms
Total Talk Time (CUSTOMER): 427180 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/dba78915-cb13-4af6-9893-befe1d6e4d62_20250303T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Uh, my husband, I think I've got some policies with y'all.
[CUSTOMER][NEUTRAL] And I need to, I've had it since [PII], so I'm not rightly sure.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] What it is, I don't think I've used it but maybe once.
[AGENT][NEUTRAL] OK, Ms. [PII]. I can help you.
[CUSTOMER][NEUTRAL] So, I wonder if you could look, look that up for me.
[AGENT][NEUTRAL] I can. Do you by chance have the policy number?
[CUSTOMER][NEUTRAL] Well, I don't know when this card was done.
[CUSTOMER][NEUTRAL] Uh, it could be 702-361.
[CUSTOMER][NEUTRAL] It's through the Arkansas State Police. It's who uh my husband worked for.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, 702-361. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII] used to be our sales person, but, you know, I think she's been gone for quite a while.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK. Oh yes, I love Miss [PII]. OK, let's see.
[CUSTOMER][NEUTRAL] Oh, I do too.
[AGENT][NEUTRAL] All right and uh.
[CUSTOMER][NEUTRAL] And I think I talked to her since then and somebody I think she's her name starts with an R to our over our account.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] I'm not sure. OK, the number you gave me, what is the name, uh, what is your husband's name?
[CUSTOMER][NEUTRAL] I'm not either.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right. So the number you gave me is an old policy number, um, that's not in fact anymore.
[CUSTOMER][NEUTRAL] That's what I figured.
[AGENT][NEUTRAL] So let's do a real quick um verification. Can we verify yours and Mr. [PII]'s dates of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Yes, uh, [PII]'s is [PII].
[CUSTOMER][NEUTRAL] And mine is [PII].
[CUSTOMER][NEUTRAL] And I talked to someone right after our son passed away because he had um
[CUSTOMER][NEGATIVE] He had aged out so we had to do a a policy by on his own but they still take it out of my check and I sent them a death certificate but I think they're still charging me for it.
[AGENT][NEUTRAL] OK. Now, I am gonna be limited, Ms. [PII].
[CUSTOMER][NEUTRAL] And do you need his name?
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. Alright, real quick, let's verify and make sure the address is still correct that we have in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it could be one or two, well, it could be a couple, uh, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Or to be my OK, is that it?
[AGENT][POSITIVE] Yes ma'am, and what is that zip code real quick? Let's make sure that's correct.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Excellent thank you. OK, so let's take a look and see what we have here.
[AGENT][NEUTRAL] All right, I'm, I'm gonna be kind of limited on what I can share with you, but you are on the policy. All right, I do see the policy is active. Um, [PII] is not on this policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let's see what else. OK, this is an intensive care, and let me give you the policy number for the intensive care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think you have one more.
[CUSTOMER][NEUTRAL] I've seen you, right?
[AGENT][NEUTRAL] That's active. Yes, ma'am, intensive care.
[CUSTOMER][NEUTRAL] OK, and what's that policy number?
[AGENT][NEUTRAL] Alright, 472-533.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me take a look.
[CUSTOMER][NEUTRAL] That's some, that's some tight.
[AGENT][NEUTRAL] That's on you and your husband.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, that's on both of us, OK.
[AGENT][NEUTRAL] Yes ma'am. Yes ma'am, you're both on this policy and it looks like you get, uh, you pay $54 every 3 months. Does that sound correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 54. Now what's been coming out of my.
[AGENT][NEUTRAL] Every
[CUSTOMER][NEUTRAL] Well, that, that could be.
[CUSTOMER][NEUTRAL] Correct then uh.
[CUSTOMER][NEUTRAL] So every month I get $76.40 taken out and every for two months and then the third month 130 40s comes out.
[AGENT][NEUTRAL] Alright, let's go to the next, let me go to the next policy real quick and then we can, OK, so that one that's $54 every 3 months comes out to $18 a month. So let's look at the other one.
[AGENT][NEUTRAL] And that can help with your calculations there on, you know, what's being taken out on your policy.
[AGENT][NEUTRAL] So the next one is a cancer policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see, OK.
[AGENT][NEUTRAL] Now you're OK, you are also on that and [PII] has been removed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see, is that.
[CUSTOMER][NEUTRAL] So this is for [PII] and Cry for both, right?
[AGENT][POSITIVE] For the two of you, for you and Mr. [PII], yes, I am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and so this is cancer and that policy number is 10.
[AGENT][NEUTRAL] 77496.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and so that let's take a look at how that's paid.
[AGENT][NEUTRAL] OK, so that is $76.40 a month.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's take it out monthly.
[CUSTOMER][NEUTRAL] So then, yeah, so if you take, if you take 130, 40 and subtract 76, that's where the 54 comes up at.
[AGENT][POSITIVE] OK, wonderful. So it is matching. OK. So yes, ma'am, you and Mr. [PII] both have the intensive care and the cancer policies with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, would you just double check and make, well, that would be correct. So [PII]'s already been taken care of.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I think, I think that.
[CUSTOMER][NEUTRAL] It then I just wanted to make sure because the price was around the same.
[CUSTOMER][NEUTRAL] When he was on there, so I was like,
[CUSTOMER][NEUTRAL] If I missed something, you know how you get to second guessing yourself.
[AGENT][NEUTRAL] Right, well, what it is is family coverage and couple coverage are the same amount.
[CUSTOMER][NEGATIVE] OK, I guess that's what throws me out.
[AGENT][NEUTRAL] So that's what
[AGENT][NEUTRAL] Yes, ma'am. Uh, they, they're the same, same amount regardless.
[CUSTOMER][NEUTRAL] OK, so I don't try.
[CUSTOMER][NEUTRAL] OK. Well, that's what threw me off. I thought. Did I miss them taking him off?
[CUSTOMER][NEUTRAL] Because I knew that he, he aged up and we had to do something different.
[AGENT][NEUTRAL] Alright, so are you being drafted any additional amounts?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No, just the 7640 for two months and then the third month it goes up to 130.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 130 40.
[AGENT][NEUTRAL] OK, wonderful. Um, so yes, you, you, you are being deducted, correct, correctly because it it like I said, family coverage and um
[CUSTOMER][NEUTRAL] Yeah, yeah, that's what
[AGENT][NEUTRAL] Couple coverage is the same amount.
[CUSTOMER][NEUTRAL] Yeah, so that, that would be correct. Now, I, I do have a question. I tried to get online because Trip, we call him [PII], um, has been in the hospital a couple of times and he's been in ICU.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] So I tried to get online.
[CUSTOMER][NEGATIVE] But I, I have never had an account set up through there and I tried to do it and it told me they couldn't find anything so I guess.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So let's verify your email address. I can help you with getting that set up to a degree as long as we don't change anything, uh, because only, only Mr. uh [PII] can change anything right here at this time, um, so give me one moment, let's see what we.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But if something happened to him, I could, right?
[AGENT][NEUTRAL] Well, they would send you the information to continue the policy on your own at that time.
[CUSTOMER][NEUTRAL] 00, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And OK, so let's see, let's verify the phone number that because everything has to match. Let's verify the phone number and then the email address.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] He probably put his phone number because he's used to uh talking to Miss [PII]. [PII] pardon me, [PII].
[AGENT][NEUTRAL] That's it, yes, ma'am. Wow, y'all's numbers are one number different in the world did you manage that?
[CUSTOMER][POSITIVE] Yes ma'am, we've had this phone number forever.
[AGENT][NEUTRAL] OK, OK, so [PII]. Alright, is that OK, wonderful. So now let's verify the email address we have on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] I hope it's this one [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, I think I see what the problem is here. Let me see.
[CUSTOMER][NEUTRAL] Oh, no, no, pardon me. Uh uh [PII], I got so many emails with work. [PII].
[AGENT][NEUTRAL] Is it dash.
[CUSTOMER][NEGATIVE] Not an underscore. It's, it's, it's a dash, not an underscore.
[AGENT][NEUTRAL] OK, so it should be [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, alright, so let me look and see what else information I can find on here real quick.
[AGENT][NEUTRAL] OK, so what we have.
[CUSTOMER][NEUTRAL] And then I got a Gmail, but back when we set this up in [PII], I think, you know, it was kind of like.
[CUSTOMER][NEUTRAL] Internet was just
[CUSTOMER][NEUTRAL] Basically you were still on dial up so it could have been something from 30 years ago.
[AGENT][NEUTRAL] No, it's a Hotmail. It's just that we have one, we have a forward slash instead of a dash.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Oh, OK, no, it's, it's just a dash.
[AGENT][NEUTRAL] It's just a dash, OK.
[AGENT][NEUTRAL] So let's see just a dash and give me just a moment.
[CUSTOMER][NEUTRAL] That's the dash.
[AGENT][NEUTRAL] We will get that.
[CUSTOMER][NEGATIVE] Well, tear these insurance cards up so I don't.
[CUSTOMER][NEUTRAL] Yeah, because I've got stuff dated like 11 of those like.
[AGENT][NEUTRAL] All right. Spell, spell [PII] for me, please.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEGATIVE] Yeah, they have your name spelled wrong in here too. [PII]
[CUSTOMER][NEUTRAL] Probably
[AGENT][NEUTRAL] Alright, are you where you can go to the online service center now and you and I attempt to set this up together?
[CUSTOMER][NEUTRAL] Is is there an app?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's an [PII].
[CUSTOMER][NEUTRAL] Cause I'm in my truck. I'm working.
[AGENT][NEUTRAL] Oh, you're working? OK, it's just, you just simply.
[CUSTOMER][NEUTRAL] Do what now?
[CUSTOMER][NEUTRAL] I'm working. I'm sitting in my truck calling you, so I don't have my computer right at the moment.
[AGENT][NEUTRAL] Yeah, I don't think
[CUSTOMER][NEUTRAL] I didn't know if you had a.
[AGENT][NEUTRAL] No, ma'am. You just go to, you just go to [PII].
[CUSTOMER][NEUTRAL] That we download or anything.
[AGENT][NEUTRAL] And there'll be a place that says sign in.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I [PII].
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] OK, and um.
[AGENT][NEUTRAL] You'll click on you'll go to the sign in then you click on new user.
[AGENT][NEUTRAL] And once you click on new user, it'll say which role best describes you. You'll click the first circle that says I'm an individual with an APL insurance policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's what I tried to do earlier first.
[AGENT][NEUTRAL] Right, well,
[AGENT][NEUTRAL] Because we had a [PII] instead of [PII]
[CUSTOMER][NEUTRAL] And the email probably would work, yeah.
[AGENT][NEUTRAL] The yeah, right, the email is probably what stopped you, um.
[AGENT][NEUTRAL] So that, you know, I went in and put the dash in there and and switched the A and L around.
[AGENT][NEUTRAL] Um, and so yes, any, any little a period, so much as a period could mess it up, keep you, you know, if it's not in the right place. Now it does not want a policy number. It wants your last name, your, your, I guess it's your husband's social security number.
[CUSTOMER][NEUTRAL] Oh, I know.
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] The zip code we verified [PII]. Your email address and that it would be your husband's date of birth.
[CUSTOMER][NEUTRAL] Right, right, yeah, I prefer to see, so, uh.
[AGENT][NEUTRAL] You see, it's the actual.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] But he said on that one moment.
[AGENT][NEUTRAL] The seat is the actual policyholder.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure, I got
[CUSTOMER][NEUTRAL] Let's see, we, when we moved a few years ago, I, I kept my PO box where all the stuff used to go to. Now it goes to my house.
[CUSTOMER][NEUTRAL] I wanted to make sure I wrote that zip code down.
[CUSTOMER][NEUTRAL] Because it's uh within a half a mile but they're different zip code, so.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, all right. And I'm just doing that so I can go in there and I can fill out claims and print new cards cause I, I, I probably do not have any cards.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Well, that we no longer offer uh cards you just uh give your provider the policy number and then they call APL and verify your information, the benefits and so forth.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, OK, OK. So, um, to fill out, do I, do I need to get something from the hospital stating how many days he was in ICU?
[CUSTOMER][NEUTRAL] Is that gonna ask me that?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now I'm not sure I'm not in claims so I'm not sure what all information is going to ask you for I will say it probably wouldn't hurt, you know, to have all that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Like I said, I'm not in claims, but if you have any problems whatsoever when you go to setting this up.
[AGENT][NEUTRAL] You know, you can call customer service will be the ones that we will help you set up your policy, but claims would be the ones the claims department would be the ones who actually assist you with any kind of claims information that you have.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Well, that was it. I just wanted to double check and make sure because when you ask him something, I don't know, you know, he don't pay no bills, so he ain't got a clue.
[AGENT][NEUTRAL] Blessing.
[CUSTOMER][NEUTRAL] You know I got here.
[AGENT][POSITIVE] Oh my goodness. Oh my goodness.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] You know, men don't know much or nothing.
[AGENT][POSITIVE] Oh Lord have [PII], [PII], [PII]. Oh, but we couldn't live without them, could we?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No, we couldn't. The gang life would be a lot easier though.
[AGENT][POSITIVE] Oh my, oh my goodness.
[CUSTOMER][NEUTRAL] Sometimes anyways, so.
[CUSTOMER][POSITIVE] Well, all righty. Well, I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am, and do give us a call back, Ms. [PII], if you have any problems getting that account set up.
[CUSTOMER][NEUTRAL] OK, I'll do it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and you have a wonderful day, Ms. [PII].
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.