AccountId: 011433970860
ContactId: e5c72dd3-e624-4bbc-b7cf-b7f992d9796b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1003979 ms
Total Talk Time (AGENT): 394064 ms
Total Talk Time (CUSTOMER): 184646 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/2025/02/24/e5c72dd3-e624-4bbc-b7cf-b7f992d9796b_20250224T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm calling about my policy. I had it updated to take remove my husband and um it didn't go down much and I was trying to see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Did I get the decrease because it's only myself on the policy now?
[AGENT][NEUTRAL] Mhm. All right. I can look up into your policy and uh check if it was updated for you. Um, may I have your name please and callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And you can call me on my daughter's number [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, Ms. [PII], and what is the policy number?
[CUSTOMER][NEUTRAL] Mm, I don't have the policy in front of me. I just brought all my mail when I came to see her and we were going through it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't have the policy in front of me now.
[AGENT][NEUTRAL] Alright, we can search it up using your social security number if you would like me to do so.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and let me just a second while the system tries to search it up.
[AGENT][NEUTRAL] All right, Ms. [PII], I don't happen to see um any policy with his social security number. I'm gonna try to run it again and see if um I can find it.
[AGENT][NEUTRAL] All right. I'm gonna ask, in what state um was this policy issued?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. All right. And is it a
[AGENT][NEUTRAL] Dental policy, um, life policy, cancer policy, and was it acquired with a uh with an employer or is it a product, uh, from 20 years back?
[CUSTOMER][NEUTRAL] The cancer policy.
[CUSTOMER][NEUTRAL] I know it's a product from 20 years back.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And I don't know if my husband got it with his employer or not.
[AGENT][NEUTRAL] OK, so it is originally from your um husband.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we will probably need to do the search using his social security number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And all right.
[AGENT][NEUTRAL] Whenever you're ready.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, the system is loading.
[AGENT][POSITIVE] OK, I was able to find it this way.
[CUSTOMER][NEUTRAL] OK, do you, can you give me the number so I have it if I need it, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. Mhm. Yes, I can. Um, just before I do so, um, I will verify really quick your date of birth and address first.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um address is [PII].
[AGENT][NEUTRAL] All right, perfect. And OK, your policy number is um let me know whenever you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it'll be 83.
[AGENT][NEUTRAL] 939.
[CUSTOMER][NEUTRAL] 83939.
[AGENT][POSITIVE] Mhm, yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So I'm trying to see if they remove my husband off of the policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Because I'm trying to get
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I'm trying to get the monthly payments and I messed up because they pulled it out of my account but I had already sent the bill.
[CUSTOMER][NEUTRAL] Um, the payment
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And so because I received something saying payment requesting payment but it's on automatic draft and so they pulled it out of my account.
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] So is it showing two payments?
[AGENT][NEUTRAL] Mhm, um, I'm trying to look at the payments here really quick.
[AGENT][NEUTRAL] Let me just a second here.
[AGENT][NEUTRAL] OK, it is an autopay and I see that.
[AGENT][NEUTRAL] It was refunded.
[AGENT][POSITIVE] An amount was refunded let's see really quick numbers.
[AGENT][NEUTRAL] OK, your spouse was removed.
[AGENT][NEUTRAL] And there was a refund of the overpayment for $16.32 for the those months that were overpaid, um.
[AGENT][NEUTRAL] I see here that.
[AGENT][NEUTRAL] There was some rate increases were missed.
[AGENT][NEUTRAL] the years.
[AGENT][NEUTRAL] So the premium is correct at $99.10. Um, I don't see anything else here from the notes and I don't see any other payment that has been applied.
[CUSTOMER][NEUTRAL] So you don't have 2 payments showing for the month of February?
[AGENT][NEUTRAL] Um, no, I do not. Um, you mentioned that you sent a
[AGENT][NEUTRAL] Check with the February month. OK, so it's probably where the check hasn't been applied yet.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's
[CUSTOMER][NEUTRAL] But you have the payment that was auto drafted, right?
[AGENT][NEUTRAL] Mhm, yes, we do have it. So the check must be in our um
[AGENT][NEUTRAL] Workin. Let me just a second so I can look it up really quick.
[AGENT][NEUTRAL] Um, let's see if I can find it, um, I will go ahead and place a note that, um, we can void this check since the month of February has already been paid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and what date was this check sent?
[CUSTOMER][NEUTRAL] Um, I've seen it
[CUSTOMER][NEUTRAL] Um, February around the [PII] or [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't see any correspondence from um.
[AGENT][NEUTRAL] That date, so it's probably we haven't received it um yet.
[AGENT][NEUTRAL] Usually it takes from a week to 2 for us to receive checks that are sent through mail.
[AGENT][NEUTRAL] But what I can do right now is um I will go ahead and place a note into the policy that in case that we receive um the check, we don't apply it and we just void it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I, I will go ahead and um make the note so we don't apply, uh, make two charges for your policy.
[CUSTOMER][NEUTRAL] And what's your name again?
[AGENT][NEUTRAL] [PII] in customer service.
[AGENT][NEUTRAL] All right, I'm making this really quick note here um that you sent us.
[AGENT][NEUTRAL] A check.
[AGENT][NEGATIVE] In case of receiving the check, we should void it.
[AGENT][NEUTRAL] All right. I have placed the note already into your policy and I will also keep an eye on it and ask uh the person who is in charge of the state of [PII] that whenever they see the check, they let me know and um notify me just to double check it and be aware of it. All right, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, um, one other question, what is going to be my monthly fee?
[AGENT][NEUTRAL] OK, the monthly payment is $99.10.
[CUSTOMER][NEUTRAL] Um, because I was only paying 100 and something for both my, myself and my husband.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So why is it that
[AGENT][NEUTRAL] Why is it still high? Um, apparently the policy had um,
[AGENT][NEUTRAL] rate increases for the type of product it is and um they weren't really notified during those years, so that's why it didn't decrease um a lot from the policy.
[AGENT][NEUTRAL] That is the only.
[CUSTOMER][NEUTRAL] Hey, can you
[CUSTOMER][NEUTRAL] Can you send me a copy of of what it covers to my home address, please?
[AGENT][NEUTRAL] Sure, sure, I can. I will request a copy of your policy certificate together with a um uh let's see, OK, this policy doesn't issue ID cards, so it'd only be the policy certificate.
[CUSTOMER][MIXED] OK, but you guys don't have any information as far as what it covers?
[AGENT][NEUTRAL] Mm, um, a person from the benefits department can give you an explanation about it. Unfortunately, I don't have that type of information. Would you like me to transfer you to the, um, benefits department?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will they send me something in writing or they're just gonna talk me through it?
[AGENT][NEUTRAL] Um, they will talk you through it. Um, what I requested is a copy of your policy certificate that will be a copy of all, um, your benefits that you have.
[CUSTOMER][NEUTRAL] Oh, OK, so that's gonna give me all the information what you've requested.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK, well, that's fine, that's what I needed.
[AGENT][POSITIVE] All right, um, I can actually check it really quick if we have it available already, and I can email it to you as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, just a second so I can look it up.
[AGENT][NEUTRAL] Alright, I was able to find the copy of the policy certificate. Is the email um that we have listed a good email that we can use?
[CUSTOMER][NEUTRAL] What do you have listed as my email?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] We have bears, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, yes, that'll work.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, I'm just gonna work really quick on the email for you.
[AGENT][NEUTRAL] Alright, I have just emailed to you that copy of the policy certificate. You can let me know if you receive it.
[CUSTOMER][NEUTRAL] No, I'm not showing it yet. OK, it's from [PII].
[AGENT][POSITIVE] Mhm. Yes, that is correct.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, and so you'll also be mailing that to me, correct?
[AGENT][POSITIVE] Mhm. Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that looks like what I need.
[AGENT][POSITIVE] All right, that's perfect. Thank you for calling APL and I hope you have a nice day, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.