AccountId: 011433970860
ContactId: f7371740-ecb8-417e-aed1-39dc40997992
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1437979 ms
Total Talk Time (AGENT): 891900 ms
Total Talk Time (CUSTOMER): 644659 ms
Interruptions: 16
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/f7371740-ecb8-417e-aed1-39dc40997992_20250123T22:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] in the cancer cu. I have um [PII]. Can you hear me?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, I can.
[CUSTOMER][NEUTRAL] Um, I have [PII] on policy 60419.
[AGENT][NEUTRAL] OK, give me just a 2nd April, let me pull that up real quick, OK?
[AGENT][NEUTRAL] One second, 60419?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], OK. Yes, ma'am. I got it pulled up.
[CUSTOMER][NEUTRAL] All right. So she was, she was transferred to us from the care team um about her policy. Um, they, she was, they took her husband off because he turned [PII], um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The care team couldn't assist about um.
[CUSTOMER][NEUTRAL] Why, why that is. So she transferred her here I.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Looked up a policy, um, I'm gonna mail her out a policy, but she wanted to know about the check. Why is it just for $10? I can't assist her with any premiums or the checks or why she received what she received, OK? Um.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, I can help her. What's her callback number?
[CUSTOMER][NEUTRAL] Um, they didn't give me a callback number, but I'm assuming it's the [PII] the one that is showing up, yes.
[AGENT][NEUTRAL] I see it.
[AGENT][NEUTRAL] OK, I got it. Alright, and she's been verifying everything, correct?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, she was transferred from the care team, so I'm assuming so. Thank you.
[AGENT][NEUTRAL] Of course. Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you so much. Have a good day, [PII]. OK, bye.
[CUSTOMER][POSITIVE] Mm. You're welcome. You too. Bye-bye.
[CUSTOMER][NEUTRAL] You are [PII] last May.
[AGENT][NEUTRAL] Hey Miss [PII], this is [PII].
[CUSTOMER][NEUTRAL] Uh-huh, is this the same person I had earlier or no?
[AGENT][NEUTRAL] No ma'am, this is [PII] customer service.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, alright, alright, thank you. I, I had talked to one person and then they transferred me to another one and she said, well, I'm putting you back with customer care, uh, service. I was gonna make, I didn't know if I was talking to the first person I talked to, right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Yeah. Oh, no, ma'am. I'm sorry.
[CUSTOMER][NEUTRAL] OK, alright, this is OK.
[AGENT][POSITIVE] I'm sorry for all the transfers. Yes, ma'am.
[CUSTOMER][NEGATIVE] No, that's fine, uh, because that they didn't help me with that part anyway. Um, I got a letter telling me the the, the above reference that health care policy expired on the policy anniversary following your [PII] birthday. Alright, this was yesterday. It was a it was a check for 10:50, alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What I was trying to tell them is what I saw in my paperwork, which I'm pretty thorough with paperwork and I was filing it, I saw something where it said benefits reduced by 50% at age [PII]. That's what they can't find.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh she's gonna send me a copy of it and that doesn't mean anything to do with you. I know she said you're just on the money end of it, right?
[AGENT][POSITIVE] Well, I'm in the customer service department, Ms. [PII] and I can help you. Let me take a look at it real quick. Yes, ma'am. I'm sorry about that. OK. So, I see we got, we keep notes in our system, thankfully. So it says due to expiry age removed, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Listen
[AGENT][NEUTRAL] Removed participant 1 effective [PII].
[CUSTOMER][NEUTRAL] The, yeah, intensive care part.
[AGENT][NEUTRAL] Yeah and change to individual OK so um.
[CUSTOMER][NEUTRAL] And he did turn [PII], but he turned [PII] in [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So I mean why are the $10 I don't know, but I mean if that's gonna be the thing, then they owe me since he was turned [PII] in [PII] because my policy my bank account has not changed. I mean I'm just now thinking that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh-huh, yeah.
[AGENT][NEUTRAL] Yes, ma'am. I see that.
[CUSTOMER][NEUTRAL] I'm just now seeing that I mean that's not why I called.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, OK, so, um,
[AGENT][NEUTRAL] All right. So you, let me, I'm gonna have to
[AGENT][NEUTRAL] Pull up a policy and see when.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The, you know, you said the, the, the premium was supposed to reduce at age [PII], is that what you're saying that you read?
[CUSTOMER][NEUTRAL] Well that's what they said.
[CUSTOMER][NEUTRAL] That's what I said.
[CUSTOMER][NEUTRAL] Uh, I saw that it reduced by 50%. She says that's not so. I told her I'm reading a card that the guy gave me when he sold the policy to me in [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Oh goodness, you got it that far back.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Uh, I've got, I've got the original paperwork of when I took it out and then like where we chose the chemotherapy, you know, the 10,000 amount where the data hospital event expense and all that was on the same thing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I've got notes written on it then, and then it's on that hospital intensive care coronary care unit policy at the very end at the limitation exclusions, it says all I see 50 benefits reduced by 50% at 875.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Let me pull, see if I can pull up a policy real quick.
[CUSTOMER][NEGATIVE] And she send me. She didn't see that anywhere. She says it just does away with it. It then if I mean, I'm not saying things don't change and that policies change, but this policy tells me what it does.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. So let's.
[CUSTOMER][NEUTRAL] And she's gonna send me a copy through the mail.
[AGENT][NEUTRAL] Yeah, [PII] [PII] said that she's gonna get that requested for you, yeah, the lady you were just talking to before me.
[CUSTOMER][NEUTRAL] But, but I can, I mean, it is important to me, it is important to me because he does deal with coronary problems and that, you know, he is older, over [PII] and I do, you know, that does concern me.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK. So let me see if I can.
[CUSTOMER][NEUTRAL] So it I mean we have and, and, and Medicare and I'm not saying I just, I just happened to see that cause that, I mean 50% is a lot.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Yes, ma'am. OK, so I'm, I've got the policy pulled up and let's see what it says. I might have to search for it a minute now because um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. Well, they couldn't find it.
[AGENT][NEUTRAL] Where it's at here. OK, here it is. Um, let's see. You may.
[CUSTOMER][NEUTRAL] Benefits and provisions she's been under.
[AGENT][NEUTRAL] If you, yeah, if you are confined in a hospital or, if you're confined before the policy anniversary following your [PII] birthday.
[AGENT][NEUTRAL] We will begin paying this benefit on the first day of confinement, OK?
[AGENT][NEUTRAL] Um, if you are confined,
[AGENT][NEUTRAL] Before the policy anniversary following your [PII] birthday.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That, that shows that that's just like a confinement and intensive care. Um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So let me go down some more.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I would say my
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The actual policy itself, you know, the.
[CUSTOMER][NEUTRAL] He was reading apps and they are there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, what it's, yeah, I said what it's saying is on the benefit provisions, OK, if you are so confined before the policy anniversary following your [PII] birthday, that means he would have come off um on the policy anniversary following the [PII] birthday, OK?
[CUSTOMER][NEUTRAL] No, it's a whole folder.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So I don't see anything about it being cut in half. Now we do have a, we did have an intensive care policy. I'd have to look that there is one that does cut in half, but the one you have, it don't, I don't see anything about that in here um but he turned [PII], he's said he turned [PII], OK, on [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, [PII].
[AGENT][NEUTRAL] On [PII], uh-huh, he turned [PII]. OK, so the policy anniversary date, your policy anniversary date was in November, so they didn't take him off on his birthday. They took him off and it says on here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The policy anniversary following your [PII] so they let him keep it on there an extra.
[CUSTOMER][NEUTRAL] Yeah, that, that look, I saw that that was, yeah.
[AGENT][NEUTRAL] An extra like through the time period of your anniversary. That's why, so from [PII] to [PII], I mean I'm, I'm sorry, from [PII].
[AGENT][NEUTRAL] He turned, I know he turned [PII] in May, OK, but it was that same year was his anniversary date [PII] [PII] when y'all took the policy out of [PII]. OK, so she, it went until [PII], um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] Of 200, let me see, 24. So let me look at notes one more time. I'm I'm trying to get this straight in my head. OK, do you, OK, change to individual would pay. OK, so what happened? you got a $10.50 refund. OK, your your coverage was, let me see how much your premium was. I think she, she.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] It was $10.40. It changed to $7. So that is a difference of, I can't, I can't think it's at the end of the day, hold on, 10.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's 7 that that that for me.
[AGENT][NEUTRAL] It, it, yeah, it changed to $7 so that's a difference of $3.40. So you got [PII], that's one month.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, yeah, and then you got 121, that's 2, and then you drafted in January, that's 3 months, so 340 x 3 is $10.20 actually, but she refunded.
[AGENT][NEUTRAL] Let me get back on your policy, hold on.
[CUSTOMER][NEUTRAL] I see where you got the 10 something. I mean, I'm not really, I didn't have any questions.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh-huh, yeah.
[CUSTOMER][NEUTRAL] I mean I thought that was just a one month thing.
[AGENT][NEUTRAL] No, ma'am, that's uh that's for 3 months bec[PII] he come off [PII] and she just refunded the difference in premium. So when he was on it, the, the, the premium was $10.40 but when he come off in November it became $7 so you gotta subtract 7 from $1040 to get that $3 and something times 3 because she dra drafted.
[CUSTOMER][NEUTRAL] But, yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, before she worked the report 3 months, so that's why she sent you 100. She really sent you 30 cents over but we ain't gonna worry about that. OK, alright, so it, it, mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, I, I really wasn't worried about that amount is the 7 that my letter says the 7 is gonna be what mine's gonna be now.
[AGENT][NEUTRAL] Yeah, it does.
[CUSTOMER][NEUTRAL] So that's what his was also? OK.
[AGENT][NEGATIVE] No, his, before she took him off, she took him off the policy completely. It was $10.40. Now that it's individual and you're the only one covered, it went down to $7 a month.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Oh, at 7, OK.
[AGENT][NEUTRAL] Mhm. Mhm. Yes.
[CUSTOMER][NEUTRAL] Alright, I understand that. I really wasn't question 1050. Uh, I was really questioning what I found on this saying it would be 50 cents.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah. Now, what, could you share a little bit about, you said you had a card that said that. Does it say what kind of policy it is on the card?
[CUSTOMER][NEUTRAL] I did see, I went.
[CUSTOMER][NEUTRAL] Of intensive care coronary care unit policy.
[AGENT][NEUTRAL] OK, we don't say which one.
[CUSTOMER][NEUTRAL] It's not a card like a card I bought. It's not a card like I carry my wallet. It's like a selling product like the thing that we went through when he was like a, a brochure pamphlet type thing and I wrote in on all the ones that we chose that, you know, and this was it. Now, uh, while I'm sitting here looking at that now we did.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I said I just had that here um.
[CUSTOMER][NEUTRAL] 1112001 is when this, the new policy, you know, like we rewrote it with some other Southern product he did so that date was [PII]. That's what you got is [PII]/1 so I know that's correct, but this was the other thing oh you just explained all that to me, but he.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] His anniversary date should have been [PII]ovember 1st, 2023 then.
[AGENT][NEUTRAL] Well, it, it's the next anniversary day is how I was explaining the policy. We let him go the whole year, OK? Yeah, we, it, you know, we let him go the whole year because we can't just change it mid when he turned 76 and we couldn't change it in November of that year because it hadn't been the year the the the the following year. OK, I found another policy.
[CUSTOMER][POSITIVE] OK, OK. All right, I got you.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, that's an intensive care policy that it's a different type of policy, OK, that could have been chosen when he sold you that policy. Now, on that policy, it's called an ICC 3. You have a 2.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. So, on the ICC 3, the benefits does reduce at 50% at age 75. So he could have gave you a card on both of them or something and you chose the ICC2. Mhm. Yeah. Yes.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, so at least you
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK, oh, that says ICC2. Alright, um, where is that on anything that I would have? Is it on anything that
[AGENT][NEUTRAL] Uh-huh, mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's on the policy on the fir when OK, on the first page, uh huh, it'll say the policy will say American Public Life um insurance, and then it on the very first page it says um has our address on it or whatever and then it has we the American Public Life Insurance Company in consideration.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I see yeah.
[AGENT][NEUTRAL] Of the application of payment required pri privilege of policy examination guaranteed renewable to age 75. It's right there where the vice president and the assistant secretary signed the policy.
[CUSTOMER][NEUTRAL] Yeah, yeah, I.
[AGENT][NEGATIVE] I wish I could share my screen and show it to you, but I can't.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, what explained about me, but I, I don't know if I just don't have.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, because I, I have something here that was a 10107 new rate, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Change the new policy in 2001. I have that.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't know we updated it. We went for more. I, I don't know. I just know I saw that on this card and like I said that could have been a selling product. I mean it was like a brochure, but what we chose on the end was everything that I have the 10,000, the chemo and the daily hospital defense all that. So I wish you would, I know that the other lady I talked to told me she would send me a copy of the policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Mhm, mhm.
[CUSTOMER][NEUTRAL] Itself
[CUSTOMER][NEUTRAL] So I don't know if that's we're just reading from, but I, I would like to have a copy of that if you, if you can.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, she's gonna, what she's gonna do now, she's in the claims department. April is, so what she's gonna do is send a request over to customer service and you are are you in Louisiana?
[CUSTOMER][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, guess, guess who's gonna work on that for you? Me.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I do, Louisiana.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] So, I will have to get your policy put together. You got a pretty old policy, OK? So it may take me a, you know, a little bit to put, put it together for you, cause I gotta go get all the old imported stuff that went with it and everything.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] But um, yeah.
[CUSTOMER][NEUTRAL] Alright, what's your name again?
[AGENT][NEUTRAL] My name is [PII]A. Mhm. Yeah. Now, I know they verified you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Well, I don't see that so, yeah, what you just read to me that said all what you just told me on that policy, that was, that's what I wanna copy of, so.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am. I, I, I'll be glad.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I, I, I just file all this.
[CUSTOMER][NEUTRAL] I go through a lot of this yearly and and dispose of it and I just had to get this check yesterday and I saw where the policy number looked different and that's why I called for the policy number was different but you said or somebody said it's different for for the intensive care part you know that part of it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Alright, I really didn't question the money but.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I just want to know, you know, because like I said, he is a, he is a heart patient, and I, you know, uh, that concerned me when I saw the 50%.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And that's really probably thinking that was a part because I've got a circled and that that was part of the.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I even see up here at the, at the top part uh ICCC dash 3.
[CUSTOMER][NEUTRAL] I see that.
[AGENT][NEGATIVE] Oh, yes, that's the one. Yes, that's the one that you did not buy.
[AGENT][NEUTRAL] The, the one you bought is an ICC2 policy. The ICC 3, it, it, the benefits does reduce it at a 75 50%, but the one that you bought don't, but the one that you bought was cheaper than the ICC 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Yeah, so, yes, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So that's the difference.
[CUSTOMER][NEUTRAL] Well, I see that on the back one.
[CUSTOMER][NEUTRAL] The one I bought, I don't see it listed on here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, you know, like I said, you know, agents back then, they were kind of door to door, maybe I don't know where they came at De Soto Parish schools, yeah, mhm.
[CUSTOMER][NEUTRAL] That's weird, yeah.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] This one was with the school, but yeah, we were with the schools, yeah, the Dalton Robinson and I remember a Clinton something, but um, yeah, all right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. Let me look on your application real quick. Hold on just a minute. Let me pull, see if I can pull your application. Oh, it's a lot of documents, but let me see.
[CUSTOMER][NEUTRAL] May
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And I do the yearly, you know, I take advantage of the, the yearly $75 every year.
[AGENT][NEUTRAL] On your cancer policy?
[CUSTOMER][POSITIVE] I know we do, we, we, yeah, yes, we do the yearly cancer checks he and I both do anything that needs to be done, we do.
[AGENT][NEUTRAL] Mm, mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean the supplemental, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm, um, OK, on this application it was signed [PII]9 of 1991, he signed up for the ICC2.
[CUSTOMER][NEUTRAL] Alright, let me see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I
[AGENT][NEUTRAL] I got the application. um Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Maybe when we took out the new because I had it long ago, um.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Maybe we did away or through.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, now you on the application you had a C440 cancer policy but.
[AGENT][NEUTRAL] The that cancer policy kept getting rate increased.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So they offered you another plan, um.
[CUSTOMER][NEUTRAL] I did change something on that.
[AGENT][NEUTRAL] You know, mhm, you did. It's when you get.
[CUSTOMER][NEUTRAL] That's oh.
[CUSTOMER][NEUTRAL] Get that.
[AGENT][NEUTRAL] Mhm. When you get that a copy of that application, when I send you your policy, uh, let me pull up, hold on just a minute. Let me pull up.
[CUSTOMER][NEUTRAL] I had that right.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Something else here.
[CUSTOMER][NEUTRAL] 1101 is what I'm looking at the um and it's just the front page.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Um, of it that tells me the premium C442 cancer and specified disease policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Uh-huh, um, yeah, so what happened was, OK, so back when you, when he filled out the application at the school.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah, on [PII].
[CUSTOMER][NEUTRAL] And then I see one for [PII]20.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Yeah, on 10 on [PII]1 he signed up for the C440 cancer policy but whenever they converted y'all over to the C442 policy um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Back on [PII]01.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] They don't I don't think they used an application they um just send in like a request to have that changed over because it was called a conversion and so they didn't require an application it was like a guaranteed issue like if you wanted to move to a cheaper policy we would guaranteed issue that we would issue a new a cheaper policy so when you get that policy from us on the intensive care.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you'll, I'll put a copy of the application in there and but it, the cancer part still gonna say C440, but uh you'll see where he chose the intensive care too on the application is what I'm trying to say.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, intensive care what intensive care too?
[AGENT][NEUTRAL] 2, uh-huh, yeah, and that, that card that you have that says it reduces at age 50 is the intensive care 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That too.
[AGENT][NEUTRAL] Yeah. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, just send me what you have and then the other, the other lady, I just told send me an updated the whole policy period, you know, so I have it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm. Yeah. OK, she'll, um.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] She will put it in in a in a in a request and I'll get it and then I'll be working on it for you.
[CUSTOMER][NEUTRAL] OK, and so that new amount will be on my bank statement next month, right? The new, the new, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Yes, it's gonna be for February draft, uh-huh, that is correct. And let me go over, I know she, I know they probably went over your address with you. I just wanna be sure so you, you can get your well, you got your check. We have [PII] Drive, Logansport 71049 is your zip. OK, no problem. Alright, well, I will get that when I get that request, I will work on that for you, OK? Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's correct. That's right.
[CUSTOMER][NEUTRAL] To do that, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] I appreciate you helping me, you.
[CUSTOMER][POSITIVE] All right, all right, you thanking me what you was talking about, at least. All right, no, you're fine. You're good. Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. Thank you, Ms. Morvin. You have a great evening. Thanks for calling APL. OK, honey.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.