AccountId: 011433970860
ContactId: f73d43e8-9cf1-40fb-8308-45b500057dc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1232880 ms
Total Talk Time (AGENT): 431027 ms
Total Talk Time (CUSTOMER): 661425 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/f73d43e8-9cf1-40fb-8308-45b500057dc0_20250220T17:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII]. And my parents had a uh cancer policy on me for many years, and they have both passed away. My mother was the last one to pass away in [PII]. And um thank you. Uh, this policy was being deducted out of my mother's uh checking account.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And um I'm I'm no longer interested in, you know, keeping the policy and so I would like to cancel it.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what's that policy number? Do you have it?
[CUSTOMER][NEUTRAL] Yes, uh, I, I'm looking at a, a paper that has a number on it that says 9 A as in apple 50628.
[AGENT][NEUTRAL] OK, uh give me one moment, please.
[CUSTOMER][NEUTRAL] So for Medicare.
[CUSTOMER][NEUTRAL] If it pays then we might just have them change flight.
[CUSTOMER][NEUTRAL] you need to understand that for me.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And I would like to ask you just a couple of questions about this policy too if um I could before I actually cancel it.
[AGENT][NEUTRAL] OK, give me one moment, I'm still trying to pull it up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and let's see, Ms. [PII], uh, verify your date of birth and mailing address, please.
[CUSTOMER][NEUTRAL] OK, uh, my date of birth is [PII]. Now, I live in [PII].
[CUSTOMER][NEUTRAL] Um, but this policy, when my parents had taken it out, uh, they lived in [PII], and they had a [PII] 8 [PII]. That's where I grew up. But um my parents moved I moved them to [PII] about eight years ago. Then my father died, then my mother, like I said, died last year and the um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Paperwork that's, you know, in this folder that my mother had, you know, it still shows like a correspondence with that [PII] tell us, you know, post office box, but they, they hadn't lived there in about 8 years.
[CUSTOMER][NEUTRAL] So I'm at [PII].
[AGENT][NEUTRAL] OK, let me try to pull up the.
[CUSTOMER][NEUTRAL] And that's the
[CUSTOMER][NEUTRAL] Yeah, because I don't know that they ever contacted uh y'all you know once they moved or anything because they were still banking at the same bank which was Southern Heritage and that's where the uh payment was coming out of it was being automatically drafted out of their Southern Heritage account.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so there was a Southern Heritage Bank in [PII] where they lived and then when they moved to [PII], there was a Southern Heritage Bank here which that just continued to be, you know, drafted out.
[AGENT][NEUTRAL] Yeah, that's the bank I show.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And the, the main branch for that I think was in [PII] for that bank.
[CUSTOMER][NEUTRAL] So it may show
[CUSTOMER][NEUTRAL] That main branch I don't know.
[CUSTOMER][NEUTRAL] But I have the
[AGENT][NEUTRAL] And what was, oh, I'm sorry.
[CUSTOMER][NEUTRAL] Well I was just gonna say and I have the account number for the uh Sun Heritage Bank because.
[CUSTOMER][NEUTRAL] It's still uh like I said that's that account is still open I haven't closed it yet.
[AGENT][NEUTRAL] And what was your mom's name?
[CUSTOMER][NEUTRAL] Her name was [PII].
[CUSTOMER][NEUTRAL] And my father was [PII].
[CUSTOMER][NEGATIVE] My dad probably is the one that took it out, but I think they had it in my name. I'm not sure if their name was ever on it. I'm not positive.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Because I'm looking at the paperwork and I'm only seeing my name with the policy number.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] That's what I was trying to look for because I only saw your name.
[CUSTOMER][NEUTRAL] But they were actually
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, that they were paying the premiums, but it looks like they just put my name on the policy.
[AGENT][NEUTRAL] OK. I do see one piece of the document with your mom's name on it, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me a moment, just looking through. Oh, [PII]?
[CUSTOMER][NEUTRAL] Yes, uh-huh, that was my father, right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I just want to, you know, just do my due diligence and just make sure cause
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] They had a different date of birth in the system than what you gave, and I just want to double check that. OK. And you said you had questions about the policy before you decide you want to terminate it?
[CUSTOMER][NEUTRAL] Right. Um, I just, I recently, my birthday is [PII]. And so I just recently uh turned [PII] and got on Medicare, uh, in November. And I was just, you know, wondering about this policy. I never had cancer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] If I were to get cancer, what does this policy do for me if I were to keep it, if I were to extend it? And now that I'm on Medicare, does it, you know, really benefit me that much?
[CUSTOMER][NEUTRAL] Because I'm assuming Medicare would take care of most of my um.
[CUSTOMER][NEGATIVE] You know, my bills and things, even if I did have cancer, but I just wondered what you could tell me about the policy because you know, they never really discussed it with me and I never really asked them any questions about it.
[AGENT][NEUTRAL] Right. Yes, ma'am.
[CUSTOMER][NEUTRAL] I just knew they had it.
[AGENT][NEUTRAL] Well, and with this policy, uh, you can have other insurance. This is mainly like a supplemental. So even if your, uh, if you get Medicare, uh, and they pay, this policy will still pay according to the policy, uh, benefits. But if you are diagnosed with cancer, you do have, um, there is a radiation Lord words, radiation chemotherapy benefit under the plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this pays.
[AGENT][NEUTRAL] Trying to work it's.
[AGENT][NEUTRAL] Legly uh give me one quick moment because it don't show a benefit amount let's see.
[AGENT][NEUTRAL] OK, and it looks like it pays up to 10,000 per calendar year of actual charges, like not how much is charged for it, or how much your other insurance pay, but how much your primary insurance approved up to $10,000 per 12-month period. Um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You also have a benefit if you're confined in the hospital receiving treatment for cancer that pays $140 per day. Um, you have surgery, blood plasma, platelets, and anesthesia.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Attendant physician and transportation. Like if you have to travel more than 50 miles one way to receive chemo, radiation or surgery, you have a benefit that pays, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I think it's, what does it say, 15 cents per mile, um, more than 15 miles one way from your um home location.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's to pay additional for.
[AGENT][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, there's also a benefit in here for prosthesis, um,
[AGENT][NEUTRAL] As well as miscellaneous, it pays, they may equal to 10% of the total amount payable for other benefits shown. So if you were receiving chemo or radiation, it pays 10% of what was paid as a miscellaneous benefit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you know, what I'm wondering is if I don't, my husband and I really hadn't, you know, had a chance to really even talk about this to see, I guess really if I should continue it or not continue it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I'm wondering, um, first of all, like I said, this is coming out of a checking account that was still in my mother's name and my name, but I'm hoping to close that account out pretty soon and I was, it was being drafted out of there and I'm not exactly sure the last time it was drafted. Do you have any access to see when the last um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um that a payment was received.
[AGENT][NEUTRAL] OK, looks like he's drafted around the [PII] of each month, so it looks like it was taken out for February, and this one is, no, this one is quarterly, so.
[CUSTOMER][NEUTRAL] That's what I was thinking that it was quarterly and how how much do you show isn't it like.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Is it 2 something? I can't remember.
[AGENT][NEUTRAL] 2 1648.
[CUSTOMER][NEUTRAL] And that's quarterly, can you show when that last quarterly payment?
[AGENT][NEUTRAL] Let's see April.
[AGENT][NEUTRAL] Uh, probably have to get you to a representative because I cannot see that.
[AGENT][NEUTRAL] Excuse me. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all right.
[AGENT][NEUTRAL] I mean a sneeze in your ear.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I might have to get a representative and they can look exactly see when it was taken out because I'm showing a pay date or it's updated until [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm assuming it was, it got out on [PII] is when I made the last payment, but let me double check, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Mm.
[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 doing?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm here. How about you?
[AGENT][NEUTRAL] I'm here too, um, kind of hungry and then everything is just all jacked up today, but it will be OK. I'm here, so that's all that matters.
[CUSTOMER][NEUTRAL] I hear you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I hear that. What can I do for you?
[AGENT][NEUTRAL] I can't explain. Well, I have an insured on the phone, um.
[AGENT][NEUTRAL] It's, I don't know, it's a situation where her parents had put out a policy for her for cancer and she started trying to decide if she wants to keep it or not or go ahead and cancel it, and she's asking when the premium was drafted and it looks like it's quarterly, so it comes around [PII], and her pay today is [PII], so quarterly, I'm thinking, so the last draft payment was sent or taken out in December maybe.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Would that be quarter 4 months?
[CUSTOMER][NEUTRAL] Mm let me take a look. Uh, what's the policy number?
[AGENT][NEUTRAL] 111011.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All righty, let me see.
[CUSTOMER][NEUTRAL] Alright, you are right she is set up on a quarterly draft and let me take a look.
[CUSTOMER][NEUTRAL] Looks like the last one drafted on [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, so that's when the last draft was taken out?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Alrighty then.
[CUSTOMER][NEUTRAL] Yeah, it's every 3 months, so it should be, yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Every 3 months. I'm thinking 4. OK.
[CUSTOMER][NEUTRAL] Yeah, I do that too. I have to remind myself there's 4 quarters, 12 months.
[CUSTOMER][NEUTRAL] In 4 quarters is 3 months, so yeah, I have to remind myself I don't know why our brains try to trick us into that would be 4 months, but if that if it was 4 months it'd be 16 months in a year and that's not right so I have to remind myself every time I'm looking at it. I don't know why my brain tries to trick me, but it does. But yeah, it's 3 months that her next one should draft probably around.
[AGENT][NEUTRAL] Right. Oh, it's 3, yeah.
[AGENT][POSITIVE] All the time. I don't mind it.
[AGENT][NEUTRAL] May
[CUSTOMER][NEUTRAL] Uh, May, yeah, around the middle of May, mhm.
[AGENT][NEUTRAL] Wait, no, yeah.
[AGENT][POSITIVE] OK, the middle of May. Awesome. OK. Thank you, ma'am.
[CUSTOMER][POSITIVE] Mhm. No problem.
[AGENT][POSITIVE] Alright, have a great one.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Uh-huh. Oh yes. Yes. Yes. Uh-huh.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], thank you so much for holding. Um, I just checked with the, uh, a representative of customer service. She said the last one taken out was [PII].
[CUSTOMER][NEUTRAL] Oh, OK, so one's already been drafted. OK, I, I, I found a um.
[CUSTOMER][NEUTRAL] I found where it was taken out in November, but I don't have the current bank statement yet from the bank to show.
[CUSTOMER][NEUTRAL] Um, that one. I hope there was money. I'm not sure if there was money in there actually to cover that. Maybe it was, um, because I was gonna say, uh, you know, my husband and I might needed to discuss this before I actually cancel it a little bit more, um, so they have just taken one out, OK, um.
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Alright, I better check with the bank and see if there's any money left in there that was just one other thing that I was waiting to clear that account before I close that. Tell you what, let me, let me, uh, do you have anything, uh, updated uh on this policy that you could send me, um, because, uh, everything that I have like it looks like the.
[CUSTOMER][NEUTRAL] Original, um.
[CUSTOMER][NEUTRAL] Information
[CUSTOMER][NEUTRAL] It was in [PII].
[CUSTOMER][NEUTRAL] Uh, where it was signed and dated or well actually.
[CUSTOMER][NEUTRAL] The policy looks like it was taken out in maybe [PII].
[CUSTOMER][NEUTRAL] Is there, is it possible for you to send me a new updated information on the policy before I make up my mind?
[AGENT][NEUTRAL] Um, I can send a request to our customer service so they can mail that policy out to you. Um, and what is your address again, because we still got that PO box in the system.
[CUSTOMER][NEUTRAL] Sure, right, and that's that's incorrect so anything that may have been going to that has long been, um, you know, it's way past the mail of time that we had the mail forwarded, um, so my address is [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And [PII] spell it because I should know how to spell that.
[CUSTOMER][NEUTRAL] Sure. It, it's, it's [PII]
[AGENT][NEUTRAL] [PII]. OK. I've got my letters all jacked up. OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah, just like the [PII].
[AGENT][NEUTRAL] That's why I was trying
[CUSTOMER][NEUTRAL] You go right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, um, [PII]. OK. Yes, ma'am. I'll send a request to our customer service so they can send a copy of the policy to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, to this address, and I'll change the address in the system too.
[CUSTOMER][NEUTRAL] That would be great, you know, I guess, um, when my parents moved, my father was ill and um uh he may have not thought to, you know, we tried to update everything and um have the mailing address, you know, everything forwarded.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That that usually only lasts for a certain amount of time and of course that was 8 years ago that they actually moved. So this was just one of those things that I guess never got thought about again and um.
[CUSTOMER][NEUTRAL] So anyway I appreciate that yes if you could request to have something sent to me that way I could my husband and I could review it a little bit better and make a better uh determination whether we should go ahead and continue the policy and pay for it like I said our ourselves since it had been, you know, coming out of my parents' money.
[AGENT][NEUTRAL] It definitely happened.
[AGENT][NEUTRAL] Yeah. OK, yes, ma'am. I'll send that request and I'll say give it about 3 to 5 business days.
[CUSTOMER][NEUTRAL] OK, and what, what was your name?
[AGENT][NEUTRAL] Uh, my name is [PII]
[CUSTOMER][POSITIVE] OK, thank you [PII] I appreciate all your help.
[AGENT][POSITIVE] Yes, ma'am, and I thank you for calling APL Ms. [PII], and you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Hi, uh, one other thing, [PII], where are y'all located? Are y'all still in [PII]?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, we're in [PII], but it's, we're no longer at that, uh, that one building we have, so it's all.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] any and everything comes from [PII] now, pretty much.
[CUSTOMER][NEUTRAL] Oh, OK. I just, I didn't know because just I'm just looking on the bottom of this paperwork and it had [PII] and a, um, you know, post office box there. My dad was in, he sold life insurance and stuff for about a year one time after he had retired from one job and went to another and he may have taken this policy out during that time he was doing insurance and um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Because that seems about the right time frame. So anyway, um thank you so much for your help, [PII].
[AGENT][POSITIVE] Uh, of course, and you have a great rest of your day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.