AccountId: 011433970860
ContactId: ec2eea50-cc23-400b-9cba-91de9b8ce44e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 662780 ms
Total Talk Time (AGENT): 307468 ms
Total Talk Time (CUSTOMER): 203228 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/ec2eea50-cc23-400b-9cba-91de9b8ce44e_20250609T21:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK, I've been hung up on 4 times, so I hope you hold on to the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have a question. I have a cancer policy and my question is, my husband had has passed away. It was for him and me. So am I supposed to be paying that full uh amount for the premium?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, for like you and your husband still?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, no, ma'am.
[CUSTOMER][NEGATIVE] Well, he, he's been dead now going on almost 6 years and I was just paying the same amount.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, wait a minute, OK.
[AGENT][NEUTRAL] Um, well, 1st may I have your name and a good contact number, then I'm gonna pull up your policy, but yeah, we can definitely get that fixed for you and if um it needs to be like, I don't think backdated is the right word, but if we need to uh pay you for the
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I need to get a refund.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] OK, well, I, uh, it just hit me the other day. I thought, well, maybe I shouldn't be paying what I've been paying all along with both of us, you know.
[AGENT][NEUTRAL] Yes, ma'am. OK. Um, may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Uh my name is [PII]
[CUSTOMER][NEUTRAL] What do you mean contact number uh.
[AGENT][NEUTRAL] Um, like the phone number is
[CUSTOMER][NEUTRAL] Uh, address or?
[AGENT][NEUTRAL] No, your phone number [PII]. Is that the best number for you?
[CUSTOMER][NEUTRAL] Phone number?
[CUSTOMER][NEUTRAL] Right, right. Mhm.
[AGENT][NEUTRAL] OK. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, it's 421-112.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and I have you here, Ms. [PII], can you verify your date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] My date of birth is um let me think, [PII].
[AGENT][POSITIVE] Mhm take your time.
[CUSTOMER][NEUTRAL] I mean, yeah.
[CUSTOMER][NEUTRAL] Do I just I.
[CUSTOMER][NEUTRAL] I'm all mixed up. [PII]. Uh-huh. [PII]. Mhm.
[AGENT][POSITIVE] It's OK. Take your time.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] And then can you, your address and email address?
[CUSTOMER][NEUTRAL] And what else?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] And what else?
[AGENT][NEUTRAL] Your email
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And let me see.
[AGENT][NEUTRAL] I'm just reading through the notes. OK, so it looks like back in [PII].
[AGENT][NEUTRAL] Um, let me see if it changed over though.
[AGENT][NEUTRAL] Hold on one moment, I'm just trying to get everything together.
[CUSTOMER][NEUTRAL] Yeah, I pay, I pay $800 something dollars quarterly.
[AGENT][NEUTRAL] So this, OK, so this policy is an individual policy. Your husband is no longer active on this policy. Um, it's just you. Let me look at the notes, um.
[CUSTOMER][NEUTRAL] Why well does he own it?
[AGENT][POSITIVE] Yes, since that, I'm sorry?
[CUSTOMER][NEUTRAL] Why wasn't he on it? He, it was supposed to be.
[AGENT][NEUTRAL] Well, we received the death certificate back in July on [PII]. So when we received the death certificate, we took him off, so you don't have to, you shouldn't have to pay for him.
[CUSTOMER][NEUTRAL] Oh well.
[CUSTOMER][NEUTRAL] You took him off, but my, um my, my, um,
[CUSTOMER][NEUTRAL] My, uh, premium didn't change.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I'm paying $80. That's what I had been paying all along.
[CUSTOMER][NEUTRAL] With him on it.
[AGENT][NEUTRAL] OK, I understand what you're saying. Hold on one second.
[CUSTOMER][NEUTRAL] He died [PII].
[AGENT][NEUTRAL] So, if you like, I can have a member of customer service to give you a call and the reason I'm saying that is because customer service is the department that puts the policies together.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Terminates the policies, works with the premiums, so that is who would make these changes. I don't know why the, the um premium amount didn't change back in [PII] when they took him off the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, but we can, I can have the representative give you a call and talk to you about it.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I don't, I don't know either. I mean, I've been paying $80 quarterly for a year, you know, for several years.
[CUSTOMER][NEUTRAL] So if he came off from it, I don't know whether, whether it
[CUSTOMER][NEUTRAL] Should have been lowered or what? I don't know.
[AGENT][NEUTRAL] Hold on one moment, let's see.
[AGENT][NEUTRAL] If I could see what it was before. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Paid the amount.
[AGENT][NEUTRAL] Yeah, I don't, I don't, um, I mean, I see the differences in the pricing, but I, I'm gonna have customer service explain it to you because I don't want to give you the wrong information and that's what their department is for, um.
[CUSTOMER][NEUTRAL] I guess it looks like it should have gone down or not?
[AGENT][NEUTRAL] Yeah, I mean, from how it's being explained to me, yes, if he was on the policy and you were paying an amount and then he um
[AGENT][NEUTRAL] You know, was no longer on the policy, there should have been a decrease, but sometimes there's not a change in premium. I don't know what determines that, so I don't want to say yes and it's really a no.
[CUSTOMER][NEUTRAL] Yeah, we got.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me a number to call.
[AGENT][NEUTRAL] You don't have to call them. I'm gonna have them call you. It's the same number, it's just a different department.
[AGENT][NEUTRAL] So I'm gonna make it urgent and um urgent is 24 to 48 hours. Um, so what's today, Monday, Wednesday at the latest, um you would receive a call back 24 would be tomorrow. Um, would that be OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess I might be here, I might not be. I don't know.
[AGENT][NEUTRAL] Would you rather, um, I mean the
[AGENT][NEUTRAL] Do you want me to see if I can get someone to speak with you now? We're supposed to do a call back, but I mean.
[CUSTOMER][NEUTRAL] Well, that would be, that, well, that would be better. I'm here and I could talk to him while I've got all this spread out.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Exactly, I agree. Um, hold on one moment, let me see uh if I can get a representative for you, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, and before I do that, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] All right, thank you. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I mean, I'm not, I'm not, I'm not going through that.
[AGENT][NEUTRAL] Because that does make sense. Why would I offer you a call back and you're on the phone now? So I'm just gonna explain it to the rep and you could report me if you want.
[AGENT][POSITIVE] I don't care. I'm here to help the customer.
[CUSTOMER][NEUTRAL] Ferring
[AGENT][NEUTRAL] You call back.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I'm sending this over because I offered a call back and she said she doesn't, that doesn't make sense. She's on the phone now, so I'm just trying to get her over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is the policy number?
[AGENT][NEUTRAL] It's 421-112.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, did you get a callback number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And she's upset?
[AGENT][NEUTRAL] She's not upset. It's just, so she has this cancer policy and she, she says that the premium didn't change even after her husband passed.
[CUSTOMER][NEUTRAL] She upstairs?
[AGENT][NEUTRAL] And at first she was thinking the husband was on there and I'm like, well, no, we took him off back in [PII] and she was like, well, why didn't my premium change? And I said, well,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I don't know the answer to that, but I can have customer service give you a call back and talk to you about it. And she said, well, why would they call me back and I'm on the phone now, and I said, well, I don't know.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][POSITIVE] OK, I'll talk to her. Thank you, no problem. OK, thank you and I have a good afternoon.
[AGENT][NEUTRAL] OK. You're welcome. Hold on one sec.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thanks so much for holding. I have [PII] on the line and she's going to assist you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello, this is [PII] in customer service how are you today?