AccountId: 011433970860
ContactId: 099a9820-109d-4e15-b133-c07c19d89de0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1029698 ms
Total Talk Time (AGENT): 465429 ms
Total Talk Time (CUSTOMER): 317880 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/099a9820-109d-4e15-b133-c07c19d89de0_20250218T23:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm following up, uh, regarding the status of my inquiry from, uh, this is like the 3rd time I follow up and I haven't gotten a response.
[CUSTOMER][NEUTRAL] Um, let me know what information you need from me.
[AGENT][NEUTRAL] OK, let's take a look. Do you have a policy number?
[CUSTOMER][NEUTRAL] No, I never got that from anybody, but I do have, um, what else can you get from me, my, the last four of my social or something like that?
[AGENT][NEUTRAL] Um, I can look up your policy by name or social, so whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] OK, full name is [PII], that's two Ns, one [PII], and then [PII].
[AGENT][NEUTRAL] What state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And then can I get your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, I believe I found you here [PII], and then can you verify with me the physical address and email address we would have on file?
[CUSTOMER][NEUTRAL] Yes, physical address is [PII]. Um, email address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you mind giving me the policy number for future reference?
[AGENT][NEGATIVE] No, absolutely not. Let me know whenever you're ready.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] Your policy number was 02509545.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][NEGATIVE] Um, so basically my issue is that I got the policy, I believe it was like 2 years ago. Um, long story short, I didn't qualify to be in have my pregnancy disability covered, um, because nobody told me that I couldn't sign up when it was pregnant, um, so anyways, I canceled it in [PII] and I still kept getting charged for it on my payroll deduction.
[CUSTOMER][NEGATIVE] Until [PII], so it's about 4 or 5 months. So, um, I've been trying to see how can I get my refund for the amount that I paid even though after I canceled my policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yeah, I see the notes in here about that. Let's see.
[AGENT][NEUTRAL] So when you spoke to somebody in customer service, what sort of information did they give you [PII], as far as a refund? Did they, um, say they were gonna look into why the cancellation didn't occur?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Yeah, they said um that they were gonna look into it and get back to me. That's basically all I was told. um I never got a follow up. I spoke with [PII] and then I spoke with [PII] and then now I'm speaking with you.
[CUSTOMER][NEUTRAL] Um, so yeah, I just, I haven't gotten an answer, and I have, I, like I, I said before, I have all of my pay stubs from the time periods that can show the deductions, you know, um, so I have that on my end, and I also have the cancellation form that was signed electronically signed on, um, July something [PII], so I have all of that.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And the form that you filled out, [PII], that was something that you sent back to us, correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me look and see if I can find that.
[AGENT][NEUTRAL] Um, are you, you're in [PII], aren't you? So you're on Pacific time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I'm on Central time and it's already after [PII] here, so I'll be honest with you, I'm gonna, I'm gonna look and see what I can find as far as like what was sent in, but you had spoken to somebody over in customer service and I'm not in customer service we close at [PII] so everybody else is gone for the day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I may have to call you back tomorrow morning um once everybody comes back in and then speak to somebody over in customer service let them know what's going on.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then me physically call you back um.
[AGENT][NEGATIVE] Cause I don't deal with like refunds and premiums and things like that, unfortunately.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine as long as I can, you can do that for me because every person that I've spoken with has said the same thing and at this point it's like I've been, you know, I've paid like almost 600-700 dollars for something that I don't have.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I just really want an answer.
[AGENT][NEUTRAL] Well, the reason, yeah, the reason I was wondering if you had spoken with um if the form was sent to us was just because when I look up your employer it looks like the cancellations go through employee retention benefits it's like a different number so.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I wasn't certain if they had you send that form to us or if they had you send the form to ERB.
[CUSTOMER][NEUTRAL] Mm, so if it did go to ERB, I mean, does that mean the money went to them or how does this work?
[AGENT][NEUTRAL] Well, your employer is the one taking the money from your paycheck.
[AGENT][NEUTRAL] And like pay and paying us so when we when I go in to look at your group it says any policy cancellations assistance with claims that all goes through ERB so I would think that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] ERB should have gotten that paperwork and it was their responsibility to cancel that policy at the time in July as you stated, because we wouldn't have been the one canceling it.
[CUSTOMER][NEUTRAL] E.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So on your end, it doesn't show canceled?
[AGENT][NEUTRAL] No, no, no, it is, it is, it is. I'm just saying that they would have been the ones actually canceling it. Does that make sense? It wouldn't have been us because it looks like they're the agency that handles that, but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see what this is.
[CUSTOMER][NEUTRAL] That's what I'm like, should I contact them if, if that's the case, that's totally fine. I just need like an answer because obviously the money went somewhere, right? And you know, like I should be getting my refund. And I know it's not your fault, but I just wanna, you know, because you've explained it the best so far.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I mean that makes sense to me.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't know. Let's call over there, [PII] and see if we can get somebody on the line. Hold on the line with me one moment. I'm gonna call them in, call them, and I'm gonna three-way you in.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling Employee Retention Benefits, a division of ERB North America. You can dial an extension at any time. For sales, press 1. For customer claims services, press 2. For policy inquiries, press 4. For MetLife migration updates, press 5. For name directory, press 8.
[CUSTOMER][NEUTRAL] To speak to the operator, press 0. Thank you for calling. Please hold while we connect your call to extension 4. This call will be recorded for quality and training purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Employee retention benefits. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], my name is [PII] and I work for APL American Public Life Insurance. We have a mutual, um, it looks like client who had a policy with us. They're employed through Union Bank and Trust, so it looks like any policy changes go through you guys over at ERB, and I was wondering if you could maybe help us.
[CUSTOMER][NEUTRAL] [PII], I don't mean to cut you off, but it sounds like we have a little bit of a bad connection. I'm getting like every other word. um, what company are you with?
[AGENT][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] APL and you said this is regarding a mutual client?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they're employed through Union Bank and Trust?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You said Union Bank and Trust?
[AGENT][POSITIVE] Uh-huh, that's correct.
[CUSTOMER][NEUTRAL] Sorry, it seems like there's a weird connection, um.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] [PII] is the best person for you to speak with, and she is away from her line at the moment. Can I get your phone number and ask her to return your call?
[AGENT][NEUTRAL] Um, I'm actually gone for the day and so is there a direct number that the insured could call back if they had questions or concerns or?
[CUSTOMER][NEUTRAL] It would be this phone number.
[AGENT][NEUTRAL] OK, um, as far as policy cancellations, that's something that you guys handle correct?
[CUSTOMER][NEUTRAL] I'm not quite sure to be honest. I'm the remote receptionist for them, so I don't have the answers to those questions you're looking for. That's why I was gonna try [PII], but she's away from her line.
[AGENT][POSITIVE] OK, we will just try back then later thank you so much.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah, I'm still here.
[AGENT][NEUTRAL] I'm sorry about that. OK, so she wanted to have the lady I spoke with over there was just a receptionist and it seems like it's end of day over there because she wanted.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Whoever I guess is in charge of that group to call me back and I'm like well that doesn't really work for me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I was like, that doesn't work for me like I need an answer and she's like, well, I don't under, you know, she's like, I can't answer that. I'm just a receptionist and I'm like, oh, OK. And I said, well, is there a phone number that I can give to the insured to contact whoever this person is directly? And she said, unfortunately not. So.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Here we have a couple different options here, [PII]. um I can give you [PII]'s phone number, you may already have that, um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't know if you wanna try and call them to see if you can get any further um and then I'll call you first.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's exactly the issue that I've been having, which is why I found out that you guys are like the parent company, right? Is that what I understand?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I mean we're the insurance company yeah yeah yeah I mean we're the ones that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Offer the policy process the claims and I mean we are yeah so then it might be better if I just call you in the morning or call you tomorrow whenever is a good time for you um and then we just try and tackle this maybe during the day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm available.
[CUSTOMER][NEUTRAL] Of course I am at work at [PII] so I know that's like [PII] for you guys so I'm available whenever.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yeah, full disclosure, I don't come in until [PII], so that's gonna be like, OK, later your time. Is this phone number the [PII] a good number to call back?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, um, let me write down your policy number here.
[AGENT][NEUTRAL] And then let me see.
[CUSTOMER][NEUTRAL] And then if I can just have ERVs, I mean, I'll, I'll try in the morning, but that's the issue that I've been having.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, so ERB's um phone number.
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then I'll give you my direct line to reach me also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're gonna to reach me you would contact area code [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And my first name again is [PII]. My last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. um, well, I hope to hear from you tomorrow because you've been the most helpful so far like I said.
[AGENT][NEUTRAL] Yeah, that
[AGENT][NEUTRAL] Yeah, no worries [PII]. um, I may reach out to a couple other people when I come in. It looks like we do have some contacts in our area, so I'll maybe reach out to them, but, um, I will give you a call first thing after I come in at [PII], which again that's Central time, OK?
[CUSTOMER][POSITIVE] Yeah, that's fine thank you appreciate it.
[AGENT][POSITIVE] You're, you're welcome, [PII]. Have a good night.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye.