AccountId: 011433970860
ContactId: ee3576be-36f2-47fc-9e70-2055725a56d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 532130 ms
Total Talk Time (AGENT): 276335 ms
Total Talk Time (CUSTOMER): 176750 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/ee3576be-36f2-47fc-9e70-2055725a56d6_20250109T17:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], um, I have several questions, [PII]. I needed to know the schedule of benefits on my policy.
[CUSTOMER][NEUTRAL] Uh, do you need a policy number?
[AGENT][NEUTRAL] OK, so you have some benefits questions on your policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you and well who am I speaking with first off?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII], excuse me, [PII].
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] It's um 01694741.
[AGENT][NEUTRAL] OK, thank you. So give me one moment, Ms. [PII] to get your information pulled up. I will have to verify several things with you first, for your, for security purposes and also any information that I provide for you today will be a verification of benefits and not a guarantee of payment. So excuse me, first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. And your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you provided for me. So that is your best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And then you do not have an email. Is that also correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So thank you for verifying your information. So on your cover on this policy, Ms. [PII], that you provided for me. Now, this particular policy is your older policy that you have with APL. You've had
[AGENT][NEUTRAL] You've had actually 3 different cancer policies with us.
[AGENT][NEUTRAL] This specific policy number.
[CUSTOMER][NEUTRAL] This is a
[CUSTOMER][NEUTRAL] This is the cancer policy I provided or
[AGENT][NEUTRAL] Mhm. That's the only type of coverage you've ever had with our company.
[CUSTOMER][POSITIVE] That's correct. That's what I have.
[AGENT][NEUTRAL] Yes, yes, ma'am. And uh-huh, and the policy number you gave me, that policy term 31 of 2023. You do not currently have an active policy with APL?
[AGENT][NEUTRAL] Are you needing to file claims on some of these?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] A few days ago, like, I think it was last week on Friday.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Some people, some people came over uh selling insurance and it was through Washington National.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][POSITIVE] I mean, I got so wrapped up in everything they were saying and stuff, and I ended up calling you all.
[CUSTOMER][NEUTRAL] And canceling, oh, you know what, there's a new poli this is the policy number, the new one. It was 02558370.
[AGENT][POSITIVE] Yes, ma'am, that is correct. That is the most recently issued one, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So anyways, so I called and I canceled.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And um I got a letter that says accordance with your request, the above reference policy has been canceled effective [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But I don't know why it said [PII] though.
[AGENT][NEUTRAL] Because that is the date that the policy had been paid to.
[CUSTOMER][NEUTRAL] OK, if this was your intention, please let us know within 10 business days.
[CUSTOMER][NEUTRAL] OK. What if I changed my mind?
[AGENT][NEUTRAL] Now to find out if that can be um if it can be reinstated, I can connect you with a member of our customer service department, Ms. [PII], and to further go over that with you, now, I will provide them your policy number and also let them know the reason.
[CUSTOMER][NEUTRAL] You say
[CUSTOMER][NEUTRAL] That's the one I just gave you.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] I, I'm sorry, is that the one I just gave you the 02558370?
[AGENT][NEUTRAL] Yes, ma'am. That's the one that was canceled as of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they would further be able to assist you as to whether this can be reinstated or not. And if so, what would need to be done. But again, I will give them the policy number and I will let them know the reason for your call and that your information has been verified so that you will not have to do that again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I think, I think my, my main concern was she called someone with my permission, of course, she called someone and we were talking to this person.
[AGENT][NEUTRAL] OK, well.
[CUSTOMER][NEUTRAL] On the phone and I gave her consent to ask questions, but according to her.
[CUSTOMER][NEGATIVE] My policy was not going to be paying.
[CUSTOMER][POSITIVE] Pretty much anything for me in case I had something come up. I mean, thank [PII] I've never had any problems. I'm fine, but
[CUSTOMER][NEUTRAL] I don't know. Now I have more questions, you know, and.
[CUSTOMER][NEUTRAL] Sometimes it's not good to make a decision right away. You gotta think about it.
[AGENT][NEUTRAL] Right, so the, the
[CUSTOMER][NEUTRAL] And I think that's the
[AGENT][NEUTRAL] So the company that you, you called with someone else was your, the other insurance company you mentioned initially?
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] OK. OK. So, I was gonna say because I did, I just didn't see any indication that we had spoken with anyone other than you.
[AGENT][NEUTRAL] Recently to request, you know, that your policy be canceled.
[AGENT][POSITIVE] OK, so if you would like for me to transfer you over, I would be more than happy to do that.
[CUSTOMER][NEUTRAL] Yeah, OK, I, I can ask them.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK. Well, is there anything else, Ms. [PII], that I could help you with before I do transfer you?
[CUSTOMER][NEUTRAL] No [PII], that's, that's all thank you.
[AGENT][POSITIVE] OK, well, thank you very much for calling APL and I hope that you have a very nice af[PII].
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you as well. One moment, please.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][POSITIVE] Thank you for calling APL. This is [PII] and customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good, [PII], how are you?
[AGENT][POSITIVE] I'm all right, thank you. Um, I have an insured on the line.
[AGENT][NEUTRAL] OK, this voice has got to give up. OK, the policy number [PII] is 2,558,370. Ms. [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so she had called and canceled her policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] But now she's one, she's received your cancellation letter.
[AGENT][NEUTRAL] But now she's wanting to know if it can be reinstated.
[AGENT][NEUTRAL] Because the other insurance company that I guess she spoke to through her, through her work.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Apparently, she was not, you know, really impressed with, I guess their offerings.
[AGENT][NEUTRAL] Or whoever she spoke to, I don't know that it was necessarily through her work because I see this is on, you know, bank draft or was, but anyway, she's now wanting to find out if that, if she can do that and if so, how she would go about doing that.
[CUSTOMER][NEUTRAL] OK dokey.
[AGENT][NEUTRAL] And she is fully verified and she uh verified that the note in line on um.
[AGENT][NEUTRAL] C U D A T about no email, she said deaf. She does not have email, so we did not discuss the OSC.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] OK doke. All right. Well, are you ready for her?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you so much, [PII]. Have a nice afternoon if I don't talk to you again.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] All right, thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Mm. Bye-bye.