AccountId: 011433970860
ContactId: df60b549-bfac-46d4-bc27-faf7cfb0bac6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370459 ms
Total Talk Time (AGENT): 111796 ms
Total Talk Time (CUSTOMER): 118730 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/df60b549-bfac-46d4-bc27-faf7cfb0bac6_20250313T20:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I Mr. [PII].
[AGENT][NEUTRAL] Hi, how are you?
[CUSTOMER][POSITIVE] Hey, I'm good. I got Mr. [PII] on the phone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] His policy number is 97125.
[AGENT][NEUTRAL] 95 what?
[AGENT][NEGATIVE] You were cutting out.
[CUSTOMER][NEUTRAL] 971-25. I know my phone. I got it I think I'm gonna have to like restart my phone uh 971-25.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 957 or 97?
[CUSTOMER][NEUTRAL] 97125.
[AGENT][NEUTRAL] 97125. OK, hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII] OK.
[CUSTOMER][NEUTRAL] He is calling because his premium premium went down and he wants to know why.
[CUSTOMER][POSITIVE] And he's calling the number that he's calling from is a good call back number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] OK, thanks, [PII]. Bye bye.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Uh, good afternoon, this is Lindon customer services. How are you?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm doing good how are you doing?
[AGENT][NEUTRAL] I'm good. Uh, [PII] was stating that you were calling about your policy.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yeah, the, uh, I've been paying on this policy since [PII] and my premium has always been $26.89 dollars a month and I noticed that this month for some reason it's down to $21.69. So I was just wondering why the change.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it looks like the intensive care writer on that policy expired um when you turned [PII] and so the premium went down to 2169 for the cancer.
[CUSTOMER][NEUTRAL] Oh well I turned I turned [PII] back in uh July.
[AGENT][NEUTRAL] Mhm. And it goes to the anniversary day following your [PII] birthday, which is March. Mhm.
[CUSTOMER][NEUTRAL] Oh, I got you. OK. OK. I was asking her and let me ask you too. I've got this policy since [PII] and I'm on Medicare and I just had uh skin cancer surgery a month ago. Uh and so I'm not sure what this policy is doing for me since Medicare picks up everything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I can get you with our claims and benefits department and they can um check on that and see how it would pay with Medicare and uh see if there's anything payable with your um skin cancer and everything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, yeah, that'd be great.
[AGENT][NEUTRAL] OK. And is there anything else I can help you with before I transfer you?
[CUSTOMER][POSITIVE] No, that's all. Thank you very much.
[AGENT][NEUTRAL] Alright, well, well thank you for calling APL Mr. [PII], and hold just a moment I'll connect you with them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good how are you doing?
[AGENT][NEUTRAL] I'm good. I have uh [PII] Than on the phone and he's got a cancer policy and he's on Medicare and he's wanting to know how this will pay with that. And he's also had surgery on skin cancer and wants to know if there's anything payable.
[CUSTOMER][NEUTRAL] Cancer policy has Medicare and he was paid, you said he also has a, what was the last part? I'm taking notes.
[AGENT][NEUTRAL] He, he's had a surgery for skin cancer and wanting to see if that's covered.
[CUSTOMER][NEUTRAL] Skin cancer surgery, OK.
[AGENT][NEUTRAL] And the policy number is 97125.
[CUSTOMER][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] 7125
[CUSTOMER][NEUTRAL] OK, I got him here.
[AGENT][POSITIVE] All right, thank you. I'm here.
[CUSTOMER][POSITIVE] You're welcome. Have a good day.
[AGENT][NEUTRAL] You too, hold on just a second, let me get that screen back up. OK, here he is. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, you're welcome.
[CUSTOMER][NEUTRAL] Hello Mr. [PII]