AccountId: 011433970860
ContactId: 01397506-7832-42be-aa99-a2df3ed33c98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 877940 ms
Total Talk Time (AGENT): 297973 ms
Total Talk Time (CUSTOMER): 344654 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/01397506-7832-42be-aa99-a2df3ed33c98_20250610T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Well, I'm good, but I'm confused right now. Can you help me?
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] OK, so I have, let me just give you the policy number first.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's 249-502-4.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] At first, I, I got off the call with the wife, uh, yeah, she was um trying to figure out why the policy was lapsed, all that, so I sent it to the UTBA because I couldn't talk to her. So now UTBA is on the line. Um, they're saying that they mailed or they sent in a payment on [PII] of $128.25. I don't see that. And then she asked me if there's any amount in suspense and I'm like,
[CUSTOMER][NEUTRAL] Let me check and see if group billing can help me because I don't even know.
[AGENT][NEUTRAL] Yeah, that's.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cause I, she asked me the last payment that I saw and I looked and I saw [PII] for the [PII]. I told her that paid up until [PII].
[CUSTOMER][NEUTRAL] So that [PII], does that mean the month of March is paid or is that saying April is paid?
[AGENT][NEUTRAL] Uh, that is March, um, that's like a, oh no, it means that the month of February was paid, so February paid to, um, [PII]. So then if they pay March then that'll pay to April, so on and so on if that makes sense.
[CUSTOMER][NEUTRAL] March, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] So it's like in arrears, the March pace of February and then.
[AGENT][NEUTRAL] It's not in arrears like that's just how we bill so like, like, um, so right now we're billing we just billed for June so when um groups pay their June invoice it'll pay them until July.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] And then in a couple weeks we're gonna bill for July so then July is gonna pay for August.
[CUSTOMER][NEUTRAL] Oh, OK, so this.
[CUSTOMER][NEUTRAL] But this is, I guess they, I understand our billing, but this, is this different because they're behind?
[AGENT][NEUTRAL] Uh, let me see, we do have their payment, um, it's in suspense.
[AGENT][NEUTRAL] The 128 25, we have his payment and that'll pay him to what?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] That's 3 months. So yeah, that'll pay him current because that'll be March, April, May, so that'll pay him until uh [PII]. So we do have it, um, that's one of [PII]'s groups, um, so I'll just get with her and ask her to apply it.
[CUSTOMER][NEUTRAL] OK, so let her know that we received it and that pays him up until [PII], so the next payment will be July.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you mind holding just, oh, I don't know if she's gonna throw me more curveballs. Um, can you?
[AGENT][NEUTRAL] Yeah, that's fine. I'll hold and I'm, I'm gonna uh message [PII] while you uh tell her that just in case you need me again.
[CUSTOMER][NEUTRAL] OK, because if she has any more questions, I'm gonna ask her if she wants to speak to y'all or is that all right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] Cause I, I feel like I got it when you explain it, but when she started asking questions, I'm like, well, hold on, that's not what she said. OK, hold on one second, OK?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hello [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. So she does wanna, she has more questions. She said, well, that's not enough for all those months unless she had more suspense. So, is it OK if I give her to you?
[AGENT][NEUTRAL] Yeah, I'll talk to her. What's her name?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK, yeah, I will, uh, uh, yeah, I'll talk to him.
[CUSTOMER][NEUTRAL] Thank you. OK, hold on one moment.
[CUSTOMER][NEUTRAL] Hello [PII]?
[CUSTOMER][POSITIVE] Hey, alright, I have [PII] on the line with group billing and she'll be assisting you further, OK? Sure, thank you, you're welcome.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][POSITIVE] I'm good thank you how are you?
[AGENT][POSITIVE] I'm doing well. Um, so,
[CUSTOMER][NEUTRAL] So his money that's in suspense.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is how much?
[AGENT][NEUTRAL] Uh, we have uh 128 25 and looks like it was received on [PII].
[CUSTOMER][NEUTRAL] So that would only make.
[CUSTOMER][NEUTRAL] Yeah, last week, so that would only put his pay to date to middle of April.
[AGENT][NEUTRAL] No, no, no, that's 3 months of premium.
[AGENT][NEUTRAL] Um, because we have his premium is 4275, um.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm his premium is 185. 24.
[AGENT][NEUTRAL] Oh, I'm sorry. He's on 52, 2 weeks. Uh, yeah, he's just, he's on 52, so.
[CUSTOMER][NEUTRAL] Oh if it's weekly.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's 170 actually 99 if you do a 4 week.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So it probably pay him what metals?
[AGENT][NEUTRAL] Yeah, so that will pay him let me see if he has individuals.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, so that'll pay one month, so yeah, that's only gonna pay him until April.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, it's only gonna pay until [PII].
[CUSTOMER][NEGATIVE] It's not even enough to pay him for the whole month of April, but.
[CUSTOMER][NEUTRAL] Uh, in my thought process, usually if they're ever behind, doesn't claims take if it's approved, doesn't claims take out their premium?
[AGENT][NEUTRAL] As far as claims, um, I don't, we don't, um, I'm in billing, so we don't do anything with, um, claims, yeah, but, um.
[CUSTOMER][NEUTRAL] Before they
[CUSTOMER][NEUTRAL] I know you don't know.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, so I can't say that. I just know, uh.
[CUSTOMER][NEUTRAL] Now she's telling me to contact billing billing department.
[AGENT][NEUTRAL] Yeah, as far as like a lapse um.
[CUSTOMER][NEUTRAL] Claims [PII] asked me to contact you guys.
[AGENT][NEUTRAL] OK, what exactly is it are you guys?
[AGENT][NEUTRAL] Could
[CUSTOMER][NEUTRAL] So he's still with the group. He's just been paying short every obviously he's been paying short every month, but he's still there for whatever reason he's just not making enough or he just they're not submitting it in. So there's two things with UTBA we normally have several months and like usually it's like 5 months to get you all the premium before y'all inactivate someone. You don't just inactivate someone for a month or 2 months premium.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, yeah, for.
[AGENT][NEUTRAL] Uh, as far as like lapsing, the system will automatically go through and lapse at the end of the month, any policies that are 90 days past due.
[CUSTOMER][NEUTRAL] That's normally not our procedure. UTBA is usually different.
[AGENT][NEUTRAL] So this one was
[AGENT][NEUTRAL] Because I'm looking at the
[CUSTOMER][NEUTRAL] Usually we have a longer time frame.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Because I think I when I saw in the notes it was a system lap.
[AGENT][NEUTRAL] Yeah, this is a system lapse on 531, uh labs from overdue department.
[CUSTOMER][NEUTRAL] So we
[AGENT][NEUTRAL] It was
[CUSTOMER][NEUTRAL] Normally we have more than 90 days so so we need to get to the bottom of that. I wonder if I should talk to [PII].
[AGENT][NEUTRAL] Yeah, um, I'll, uh, contact, I'll, uh, see if [PII] is available to take the test, but, um, as far as like the procedure, um, I don't think that will change, um, just because it's like the system automatically lapses, uh, policies if they're past, if their 90 days are over. Like we don't go in and do it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, usually we have longer than 90 days, so, and there's so a couple of things there, um.
[CUSTOMER][NEUTRAL] If he's moved to [PII], he only would uh April and May. June is.
[CUSTOMER][NEUTRAL] He has a claim in May so he should be active for the claim because he went out of work in [PII].
[CUSTOMER][NEUTRAL] I would think he would be active and they would be able to pay that claim and take his.
[CUSTOMER][NEUTRAL] Owed premium amount for May and June out of that.
[AGENT][NEUTRAL] Yeah, I'm uh I'm messaging [PII] to see if she is available.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like she is in another call though.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I was looking to see if there was any notes um for your group about like a delayed uh lapse or like special privilege or anything, and I didn't see that, but maybe [PII] will know. She's just on a call right now, so it might take her a minute to respond.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We have, yeah, I, I just ask everybody to confirm.
[CUSTOMER][NEUTRAL] It was [PII] we had more time frame.
[CUSTOMER][NEUTRAL] Uh, [PII] should know.
[CUSTOMER][NEGATIVE] I'm just trying to find stuff that we had more of a time frame before y'all lapsed it. It was longer than 90 days.
[AGENT][NEUTRAL] And do you know the date of his claim of the or the claim that they're trying to file?
[CUSTOMER][NEUTRAL] [PII], [PII] is when he went out.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So they would have, so we would still need more premium.
[AGENT][NEUTRAL] In order to
[AGENT][NEUTRAL] So to process the claim even if we unlap the policy.
[CUSTOMER][NEUTRAL] Right, you guys, so if he was active, what would happen?
[CUSTOMER][NEUTRAL] But what would normally happen is if he was active.
[CUSTOMER][NEUTRAL] They would take his premium from his check.
[CUSTOMER][NEUTRAL] From a disability check.
[AGENT][NEUTRAL] And the policy is active right now, um.
[AGENT][NEUTRAL] Because it was just reactivated to apply the premium.
[CUSTOMER][NEUTRAL] They just told us it was lapsed. Oh, she just reactivated it.
[AGENT][NEUTRAL] Yeah, I just asked um [PII] if she could reactivate it to apply the premium, um.
[CUSTOMER][NEUTRAL] OK, so then that means.
[CUSTOMER][NEUTRAL] No, that you should be able to process it and just pay it current, but we do need to figure out the payment if it's over 90 days because that's not.
[CUSTOMER][NEUTRAL] What UTBA usually goes by.
[AGENT][NEUTRAL] We might have to get back with you on that just because [PII]'s still in a meeting.
[CUSTOMER][NEUTRAL] Yeah, can you have her call, can you put in, sure, can you put in a request to have her call me?
[AGENT][NEUTRAL] Yeah, yeah, would you like, so you would prefer a phone call and do you want it at the [PII] number?
[CUSTOMER][POSITIVE] That would be perfect.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] I mean, I mean if she looks and realizes it's more she can email me and say it's fine, but if, if she says it's not any day I definitely need to talk to someone because.
[CUSTOMER][NEUTRAL] I gotta take some emails out because we had longer.
[AGENT][NEUTRAL] OK, um, let me see if I can confirm your email is it [PII] I'm sorry [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, and do you have a um preferred time or anything that you would like to call back that you would like her to call you back if she needs to call you?
[CUSTOMER][NEUTRAL] Uh, well, it's getting around lunch time here so uh.
[CUSTOMER][NEUTRAL] [PII], which is [PII] your time, so [PII], which would be [PII] your time, [PII] whenever she gets back from lunch I guess.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] All right. I will go ahead and put that request in and um have [PII] get back with you on that um so we can go ahead and get that resolved for you. Um, is there anything else we can help you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I appreciate it thank you so much.
[AGENT][POSITIVE] No problem. You have a great day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Mhm