AccountId: 011433970860
ContactId: 0cd74699-4d0b-4c22-b3e7-8620021fa172
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437429 ms
Total Talk Time (AGENT): 205417 ms
Total Talk Time (CUSTOMER): 122421 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/0cd74699-4d0b-4c22-b3e7-8620021fa172_20250506T16:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, how are you doing? I'm calling in reference to my policy. Um, they said it was canceled.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I contacted my employer well not well, because I retired and they said that it's still active and they were contacting you guys to make sure.
[CUSTOMER][NEUTRAL] Uh, something might be hinky on your end.
[AGENT][NEUTRAL] OK, alright, sir, I can, I'll look up your policy and let you know if it's active or not. Can you please give your name and your call back number just in case the calls drop? I can call you back.
[CUSTOMER][NEUTRAL] Yes, [PII]. My phone number is [PII].
[AGENT][NEUTRAL] Thank you [PII], and what is your policy number please sir?
[CUSTOMER][NEUTRAL] OK, it is 01659336 ML 8.
[AGENT][NEUTRAL] Let me look that up real quick.
[AGENT][NEUTRAL] Oh, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your
[AGENT][NEUTRAL] A phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] My home address?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And email address it's either [PII] or [PII].
[AGENT][NEUTRAL] OK, I do have the [PII] one and um I do see that the phone number that you gave me to call you back on is that your cell phone number, sir?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you very much, Mr. [PII]. I've got your policy pulled up. Let me look at the notes real quick.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, I am showing that the policy is no longer active, um, so what I'm going to need to do is transfer you now on over to customer service so that we can let them know that you're supposed to still be on the policy.
[AGENT][NEUTRAL] And it's supposed to be active, so it's gonna be a brief hold while I transfer you over to customer service. Is there anything else I can help you with, sir, before I transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, can you see in the notes if Hialea had contacted you guys yet or no?
[CUSTOMER][NEUTRAL] City of [PII].
[AGENT][NEUTRAL] Well, it does say on, yes, on uh [PII].
[AGENT][NEUTRAL] Laps per city of [PII] um because you retired.
[AGENT][NEGATIVE] And this type of policy is not portable, it's not one that you can take with you after you retire.
[AGENT][NEUTRAL] So that is what I'm seeing in the notes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, because I still pay for it.
[CUSTOMER][NEUTRAL] There's an extra that I pay for. OK, you can transfer me to customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, sir, it's gonna be a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. Uh, I have an insured on the phone. His name is [PII]. Now, he gave me his policy number is 1659336.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which that policy was lapsed to.
[CUSTOMER][NEUTRAL] 16593.
[AGENT][NEUTRAL] Yes, that policy was lapsed to issue policy 246-467-8.
[AGENT][NEUTRAL] I did see in the notes that the policy was lapsed because he retired and I did explain to him that it's not a portable policy, but he said that he is sending his premiums the group is taking his premiums and told him that he keeps the policy, um.
[AGENT][NEUTRAL] So I think he just needs to hear it from somebody besides me that this is not a portable policy. It's a Medlink.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then if the group is taking premium from him, he, yeah, go ahead.
[CUSTOMER][NEUTRAL] Uh, well, he couldn't.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, OK. I guess, could have been a cobra, probably.
[AGENT][NEGATIVE] There isn't any cobra information on the piat screen.
[CUSTOMER][NEUTRAL] Oh yeah, I don't see anything. OK. So if the
[CUSTOMER][NEUTRAL] Group is receiving premiums. It's
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] It, it, it wouldn't be for us.
[AGENT][NEUTRAL] It would be for group billing?
[CUSTOMER][NEUTRAL] No, no, I mean, um, that if the group is receiving premiums, that is something, um, with the group, not with us, with APL, uh, that's sort of.
[AGENT][NEUTRAL] Right, but I think he just needs to hear from somebody besides me that this is not a portable policy and that if the group is withholding premium from his check he needs to get with his group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] Just to reiterate what.
[AGENT][NEUTRAL] But I've already said.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To him, OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] All right, thanks, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, bye-bye. You're welcome.
[CUSTOMER][POSITIVE] Thank you.