AccountId: 011433970860
ContactId: ec8c798b-f183-4212-bc1d-aaaad01b61e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388190 ms
Total Talk Time (AGENT): 145022 ms
Total Talk Time (CUSTOMER): 104938 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/ec8c798b-f183-4212-bc1d-aaaad01b61e2_20241230T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, [PII]. I'm um I have a question about.
[CUSTOMER][NEUTRAL] Uh, policy coverage or actually.
[CUSTOMER][NEUTRAL] The policy type um for, for my mother-in-law she is uh she's here with us today but uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I was able to create an online account and it shows, shows, uh, a guarantee renewable cancer policy, and we were under the impression that she had a cancer and a heart disease stroke policy as well.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, yeah, we can definitely take a look at it. Do you have her policy number there?
[CUSTOMER][NEUTRAL] Well, on her card it was an old policy number but I do have.
[CUSTOMER][NEUTRAL] A different policy number that's on the online account for the guaranteed renewable cancer policy.
[CUSTOMER][NEUTRAL] It is 93827.
[AGENT][NEUTRAL] OK, let me try and pull this up here. Give me one moment.
[AGENT][NEUTRAL] All right. And then if you could verify with me um her first name, last name, and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII], uh [PII].
[AGENT][NEUTRAL] Thank you and then what is the address and email address we should have on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yup. OK, great. Let me pull up this policy because some of these cancer policies will have like a heart attack and stroke built in with them. Um, so let me, let me see here.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] First occurrence. hm, OK.
[AGENT][NEUTRAL] OK, so I don't see anything in this policy certificate when I pull it up.
[AGENT][NEUTRAL] Um, that looks like mentions any sort of heart attack or stroke.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Looks like that there was another policy that was heart attack and stroke, but that one ended back in [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] My daddy died, isn't it? Yeah, that's the year that.
[CUSTOMER][NEUTRAL] The, that's the year that [PII], um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] died, but I, I, I think we were on the impression that
[CUSTOMER][NEUTRAL] Those would continue for.
[CUSTOMER][NEUTRAL] Uh, his wife, [PII].
[AGENT][NEUTRAL] Yeah, I mean, I see it was active for quite some time. Um.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it looks like effective [PII], it was canceled and then a refund was sent for the uh premium.
[CUSTOMER][NEUTRAL] So we
[AGENT][NEUTRAL] Uh, for that month, the amount of $33.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, I guess, I guess I pro we probably handle through the agent.
[AGENT][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] the Clinton Insurance Agency.
[AGENT][NEUTRAL] Honestly, yeah, I mean, I, all I can see is just the agents that were spoken to that actually put in, you know, the cancellation from like APL if it was if you guys had reached out if you have like a broker um and they had like I don't unfortunately have those details.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, alright, I gotta call in the the broker.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So, uh, see what's what's going on with them, but it sounds like it's canceled.
[AGENT][NEUTRAL] Yeah, from what I can see on my side, I, yeah, it's not been active since [PII]. This cancer policy is still um active, of course, and uh there's been no lapse or anything in that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you have anything else you needed me to check on for you here today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't, I don't think so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, we appreciate you calling APL. I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh bye bye.