AccountId: 011433970860
ContactId: e83de865-2096-43f7-9f1e-0840e5aa80fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 992239 ms
Total Talk Time (AGENT): 478533 ms
Total Talk Time (CUSTOMER): 476582 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/e83de865-2096-43f7-9f1e-0840e5aa80fb_20250210T23:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh, I was calling memory, uh.
[CUSTOMER][NEUTRAL] I was meaning to ask her a question about um a policy that me and her had been talking about today.
[CUSTOMER][NEUTRAL] Uh, the difference in the price of it, but I can call her back tomorrow if she's gonna go home today.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She has, um, do you have her direct extension?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][NEUTRAL] Yes ma'am, and that's probably, it probably rolled over to me because she's not available would you like for me to take a message and and let her know that you're calling and she can call you back first thing in the morning.
[CUSTOMER][NEUTRAL] OK. Tell her, uh, just tell her that [PII] had called about [PII]'s, [PII]'s policy. Uh, there was another question that I had, I needed to ask her, and I was gonna ask her while she already had me authorized to answer for her to answer any questions for me on [PII]'s policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I take care of all of it, you know what I mean? I take care of that, all of it, but so we don't have the authorization papers filled out for me to do this yet.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And uh for y'all.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And uh and so [PII] was having to authorize it, but
[CUSTOMER][NEGATIVE] I don't know if she'll be able to authorize it in the morning and, but I won't be with her. I'll.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Oh, I have to be with her all up in the day.
[AGENT][NEUTRAL] Let me see if I can help you. What's the policy number, Ms. [PII]?
[CUSTOMER][NEGATIVE] I don't have it with me. I'm, I'm not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not in town and I don't have it with me. That's the reason I was gonna go ahead and, and talk to her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. I do believe that she gave you authorization that authorization is valid for a couple of days. Um, it's just not, we need something in writing to continue to talk to you and that's usually for up to a year. Um, so if she can just get that to us, we'll be able to proceed forward with you, but I will just go ahead and let her know that you called and you should be calling her back in the morning.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, if, if.
[CUSTOMER][NEUTRAL] If I can talk to her and, and, I mean, if she can talk to me about the
[CUSTOMER][NEUTRAL] Uh, the amount, what it is, is the amount that she told me that she had wrote the check for today for what it is is so my sister's husband passed away and we was taking him off of the, off of the policy, but [PII] did, [PII] had forgot she had this policy until
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] We was going, so she got sick and we was having to go through everything for her.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And we found it and so it's for 19 months.
[CUSTOMER][NEUTRAL] And she told me that it was gonna be from June until.
[CUSTOMER][NEUTRAL] Is till now.
[CUSTOMER][NEUTRAL] So the last time they took it out of her her her checking account.
[CUSTOMER][NEGATIVE] But I figured it as being like 7, like $720 or $740 something along in there. And she told me it was $643. I just didn't understand how they figured that.
[AGENT][NEUTRAL] So normally when somebody passes away,
[AGENT][NEUTRAL] Um, what we generally do is we, whatever premium they're paying, it sounds like they might have been paying a family rate. So we, uh, we, what we do is we take the individual rate from the family rate and the difference is what we refund. Um, so, for example, if the family rate was $52 and then to remove that person that passed away, we'll decrease the policy.
[CUSTOMER][NEUTRAL] They were.
[AGENT][NEUTRAL] So when you change it to individual and let's say the individual rates $25. What we do is we just subtract the 20, the individual rate from the family rate because you still have to pay for that prime, that other person being covered um for that time period. And that difference is what usually gets reimbursed. So um it sounds like she's working a refund. What was your sister's last name and I might can look at it and see what's going on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell it for me, Mr.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Give me just a second.
[CUSTOMER][NEUTRAL] Her, she was paying 8583.
[CUSTOMER][NEUTRAL] And [PII] will be paying for a single, it's gonna be paying 4440.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, I think.
[CUSTOMER][NEUTRAL] So I thought, well, [PII] would have been [PII], [PII].
[AGENT][NEUTRAL] And what was her husband's first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I think I found it.
[AGENT][NEUTRAL] Can you verify their mailing address to make sure I've got the right policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And are you also able to verify your sister's date of birth?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Did I get it right?
[AGENT][NEUTRAL] You did. I'm just reading the notes on here. Give me just a second.
[AGENT][NEUTRAL] I think my supervisor might have caught something wrong with it. OK, so looks like they're refunding from [PII].
[AGENT][NEUTRAL] Uh, when did he pass away?
[CUSTOMER][NEUTRAL] He passed away in [PII].
[AGENT][NEUTRAL] OK, so we don't do prorated refunds for the month that they passed away, so they actually start getting the premiums for the month, yeah, on the month following. So let me see what the calculation was. Give me just a 2nd, 7825.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you. Uh-huh.
[AGENT][NEUTRAL] OK, so the difference is 3385 and that would have been from.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] The difference was what?
[AGENT][NEUTRAL] 3385
[CUSTOMER][NEUTRAL] Uh, how did you get 3385?
[AGENT][NEUTRAL] Because you take 7825 and subtract the individual rate and the difference is what we're, we refund for each month.
[CUSTOMER][NEUTRAL] OK, well she was paying 80, I mean they're having 8085 83 come out of her checking account.
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] That's because she's got 2 policies.
[CUSTOMER][POSITIVE] Oh, I'm so sorry.
[AGENT][NEUTRAL] Yeah, she's got two policies and that other policy, it doesn't look like he was covered.
[CUSTOMER][NEUTRAL] No, he was not. So that is.
[AGENT][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] Yeah, so that extra $7 is for her intensive care and that's just on her.
[CUSTOMER][NEGATIVE] That's just so hard and it's cancer and intensive care, right?
[AGENT][NEUTRAL] Right. It's two separate policies though. So that may be why there's a difference here. Um, but let me just double check. Yeah, it looks, it looks like we took him off because he reached the age limit back in [PII], so he hasn't been on that one for a very long time. Um, but let me just check her rate real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah
[AGENT][NEUTRAL] It looks like my supervisor was, because she has to make sure that we um we're doing these refunds correctly. She comes back and checks our calculations so it does look like.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] She didn't approve the check yet, so give me just a second. Let me make sure I'm coming up with the same thing.
[CUSTOMER][NEUTRAL] Both victims needed a 3 in the report that you can cover the Super Bowl. Tonight the Daily Mail is the last known images so far of that report. A woman arrested in the case of what they say happened outside Pittsburgh fire, massive explosion at a chemical plant, multiple injury. Tonight's eggs like about the egg shortage in the [PII] the number of eggs you could buy.
[CUSTOMER][NEUTRAL] And stolen from 100,000 stolen in [PII] to distributes the accused of knocking down two [PII].
[CUSTOMER][NEUTRAL] What was this shot.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] And I see that you, I hear that.
[CUSTOMER][NEUTRAL] That, that one policy is 774, do you remember?
[AGENT][NEUTRAL] Just $7 even.
[CUSTOMER][NEUTRAL] Oh it's just 7 even, OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So her calculations um for the refund.
[AGENT][NEUTRAL] Let me see what she said.
[AGENT][NEUTRAL] Before I tell you.
[CUSTOMER][NEUTRAL] May
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So 643-15 is right for 19 months. Um, and that's just for her cancer because we, like I said, the rate was 78.25%, but the new rate's 4440. And the difference is, I think was 33 something and we just took that and multiplied it by 19 months. So that's how she came up with the amount she had.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEGATIVE] Um, but yeah, that other $7 is just for an individual intensive care policy. And um, unfortunately, there's not a refund on that. And we're not changing anything on it either. It's just gonna continue to deduct.
[CUSTOMER][NEGATIVE] No, no, no, no, no.
[AGENT][NEUTRAL] Um, for the $7 so that's kind.
[CUSTOMER][NEUTRAL] Yeah, it was just for [PII]. It's the only thing we was taking anything off for [PII] and living so on everything.
[AGENT][NEUTRAL] Yeah, um, when they get drafted, unfortunately they don't draft separately because it's the same entity pulling the draft APL. It pulls out of the bank together, so that kind of causes confusion. You think your whole premiums that, but it's multiple policies sometimes, so, um.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] But it looks like they she did put in the request for today so as long as it gets approved tonight, the check should go out tomorrow and you guys should see it within 5 to 7 business days.
[CUSTOMER][NEUTRAL] OK, yeah, yeah, we just didn't understand.
[CUSTOMER][NEUTRAL] I didn't, I couldn't unders I couldn't figure out because I was figuring at $4141 and something.
[CUSTOMER][NEUTRAL] Difference, 4143. I was coming up with like $4745 you know.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, which would have been the $7. So I, I see how you would, yeah, but you didn't know. I understand. It's the, the $7 does that make extra? So you think it doesn't.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It, you wouldn't think it make that much difference, would you?
[AGENT][NEUTRAL] Yes, yes, ma'am, but it didn't been great.
[CUSTOMER][NEGATIVE] It's not so much, it does.
[AGENT][NEUTRAL] Yes, ma'am. Uh, that every that little bit gets added up and um but that's, that's evidently, that's what she did. So her refund is correct. Um, again, my supervisor's gonna audit it just to make sure too. So she'll, you know, as long as she comes up with the same thing too, she'll clear it and you guys should be getting.
[CUSTOMER][POSITIVE] Well, that's good. That's good. I appreciate it. Uh, y'all are just, y'all are so nice to deal with. I, I have never dealt with a company that's this nice. Can just anybody get your insurance or do you have to work at a certain place or?
[AGENT][NEUTRAL] Documented.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, we appreciate it.
[AGENT][NEUTRAL] Well, we
[AGENT][NEUTRAL] Well, yes, ma'am. We, uh, we don't longer sell individual insurance. I don't know if we'll be stepping back into those waters anytime soon, but yeah, you have to have, um, your employer has to be contracted with us in order to get our insurance. Um, but things might change and if they do, uh, I'm pretty sure we'll be notifying our insured, um, if we do change to where we can start serving the public with individual insurance.
[CUSTOMER][POSITIVE] Well, I'm telling you, I would be one to say I would deal with them anytime. Y'all are just wonderful. I, y'all have, y'all have been a blessed. Every one of you have been a blessing to me. Y'all have.
[AGENT][POSITIVE] Well, we appreciate it.
[CUSTOMER][POSITIVE] Help me so much, so much.
[AGENT][POSITIVE] Not a problem at all, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, there's not. There's not, uh, that, that's answered my question.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I think all of them.
[AGENT][NEUTRAL] No problem at all. I, I won't let, um, memory know there's no need to call or anything. I won't deliver a message since I answered your question. I'll just make a notation that you called back to double check on the premium and if, and again like I said, I believe if you need to call back tomorrow you're still OK since she did give us verbal approval um just we need something in writing if you guys can't get a power of attorney.
[AGENT][NEUTRAL] Um, if she can just send us something in writing by fax or mail or email stating that she's gonna allow you to handle her affairs or it's OK to talk to you about the policy, that'll be valid for one year if you guys don't want to get a power of attorney.
[CUSTOMER][NEGATIVE] Uh, no, no, we don't want to do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, but I can just send something in in her writing saying that I can do this if I need to.
[AGENT][NEUTRAL] Right, that we can release the information. Yes, ma'am. We just need something from her in writing saying that it's OK to release information to you. We'll need your full name, and she can mail it to us or fax it to us if it's more convenient.
[CUSTOMER][NEUTRAL] Can we email it to you?
[AGENT][NEUTRAL] Yes, you can email it too.
[CUSTOMER][NEUTRAL] OK. OK. All right. Well, let, we, we might do that tomorrow. We might just uh try to write a letter, get her to, to write something saying that I can take care of this. I'll be back at her house tomorrow.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, it'll be good for one year, so about this time next year, we'll need another letter. Um, do you want our mailing or or
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] I, I don't think she will last that long.
[AGENT][NEUTRAL] OK. Do you want our email address?
[CUSTOMER][NEUTRAL] I have, I have somebody's email address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At somewhere, I have it, uh, I think I have it at Sus. I'm at, I'm at my job.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And uh so I have [PII]. I have everything [PII] and I have just, memory called me today and I have wrote down in my little book, in my little blue book, not my little black book, my little blue book.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEGATIVE] All of this today. And uh but now I have everything else at home wrote down.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, I just wanted to make sure you had everything you needed. So is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No, ma'am. No, ma'am. There's nothing else. I appreciate you helping me.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. I hope you have a good night and thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh, you, you too, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.