AccountId: 011433970860
ContactId: 0d9d4dcd-7997-441b-815d-4a1dbb351f0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 902000 ms
Total Talk Time (AGENT): 485698 ms
Total Talk Time (CUSTOMER): 351308 ms
Interruptions: 9
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/0d9d4dcd-7997-441b-815d-4a1dbb351f0c_20250217T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII] [PII] and the coat jam is [PII]. How you doing?
[AGENT][POSITIVE] Hey [PII]. I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good for Monday. I'm working on my second cup.
[AGENT][NEUTRAL] Hey man.
[AGENT][NEUTRAL] Uh, I just finished mine, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Trying to stay, I'm trying not to drink sodas for a month and I'm, I'm craving a soda right now. But anyway.
[AGENT][POSITIVE] Good for you. I'm trying not to drink them too. I had given them up for years and I'm addicted again and I'm like, no, no, no. Anyway, what's up?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, especially for sun is orange. Oh my goodness, um.
[AGENT][POSITIVE] Oh, that's just plain coke. Yours is some kiss.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, God bless you. OK, well, yeah, good, I hope you make it, girl. I hope you make it. Me and you both.
[CUSTOMER][NEUTRAL] Or Mountain Dew.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, I'm gonna try but um I have an insured on the phone. He's calling about a letter he receiving a refund check.
[AGENT][NEUTRAL] That which
[AGENT][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] Oh Lord.
[CUSTOMER][NEGATIVE] Um, for his policy, and he is saying he doesn't understand why he's receiving a, a refund check and it's saying his policy lapsed when it's been drafted out of his account for over 40 years.
[AGENT][NEUTRAL] Oh, my genies. OK. I bet you aged out. I wonder if that's it. What's that policy number?
[CUSTOMER][NEUTRAL] Um, 70, I'm sorry, 709-82.
[AGENT][NEUTRAL] 70982.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I bet it's one of those policies that he aged out on.
[CUSTOMER][NEUTRAL] For an accident policy? Don't they do that with the intensive care?
[AGENT][NEUTRAL] I, I can't keep up. I don't do customer service. I do new business. I take, but we do take customer service calls and I, I just, I, I just, [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII], yeah, Mr. [PII].
[AGENT][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Oh, he's active.
[AGENT][NEGATIVE] My gosh, this is crazy. It's only pages 622.
[CUSTOMER][NEUTRAL] I don't know. He is saying.
[CUSTOMER][NEUTRAL] Yeah, oh, uh-huh, I see that now.
[CUSTOMER][NEUTRAL] We're in 25.
[AGENT][NEGATIVE] I'm confused completely.
[CUSTOMER][NEUTRAL] Yeah, it said, he said it's from [PII]. I was thinking about calling her, but I just went directly to uh customer service team.
[AGENT][NEUTRAL] She's not here today and I will have to have [PII], let me go see if I can find her notes. [PII]. I was called to change?
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Bank, uh, must be bank number for draft change.
[AGENT][NEUTRAL] OK, that's somebody on who that is. Um, refund of premium received on expired policy since [PII].
[AGENT][NEUTRAL] Policy expired [PII].
[AGENT][NEUTRAL] Her phone call with take care team if you wanting to change.
[AGENT][NEUTRAL] Refund on premium received from [PII].
[AGENT][NEUTRAL] Why was it not lapsed if it was expired?
[CUSTOMER][NEUTRAL] I don't know this, [PII].
[AGENT][NEUTRAL] Oh no, hold on, hold on, hold on.
[CUSTOMER][NEUTRAL] Oh, I didn't know the kids are out of school today for President's Day.
[AGENT][NEUTRAL] Oh yeah, yeah, yeah, yeah.
[CUSTOMER][POSITIVE] And I definitely drove [PII] up to school.
[CUSTOMER][NEUTRAL] And I was like, uh, why is the, I said, we were here before the cops are here. Nope, uh, we didn't have school. I was wondering why traffic was so light.
[AGENT][POSITIVE] Oh my bless you. You got out and got him up and dressed.
[CUSTOMER][NEUTRAL] Girl got him up dressed, our normal routine and everything, got his book backpacks and everything and uh he didn't have school. He didn't remember that they didn't have school, so, and I didn't look at his folder, so I was like, well.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Oh, he's fine. He's on Super Mario Brothers and uh he's on the Switch.
[AGENT][NEGATIVE] Oh, I just hate y'all got, had to get up and get out and when you didn't have to.
[CUSTOMER][NEUTRAL] Yeah, I could have slept an extra hour.
[CUSTOMER][NEUTRAL] Then, but I went to the gym anyway, so I just dropped him off here at home. [PII] was out, uh, she's out today too, so I was like, well, Grandma's here, so I'm gonna go back to the gym.
[AGENT][POSITIVE] Good for you.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEGATIVE] OK. I, I tell you what, I'm not gonna hold you up anymore. I'm just gonna let Mr. [PII] know that we're gonna have to research this policy and find out what's going on with him because I am keeping you too long. I'm gonna get us both in trouble. Um, I'm sure he's, I don't blame him. I'm confused too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, dear.
[CUSTOMER][POSITIVE] Yeah. All right, sweetie. I appreciate you.
[AGENT][POSITIVE] All right. You have a great day. Certainly, thank you, [PII]. Have a good day. Enjoy your baby being home with you.
[CUSTOMER][NEUTRAL] You too. You too, [PII].
[CUSTOMER][NEUTRAL] Oh, I will.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Good morning, Mr. [PII]. This is [PII] in customer service. How are you, sir?
[CUSTOMER][POSITIVE] Great
[CUSTOMER][NEUTRAL] I'm fine. How are you doing?
[AGENT][NEUTRAL] I am well, thank you. So Mr. [PII], you're calling because you received a refund check on your policy, is that correct?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah, it says that it expired in uh [PII].
[AGENT][NEUTRAL] OK. So what it is, I believe you aged out on the policy?
[AGENT][NEUTRAL] And you're
[CUSTOMER][NEUTRAL] Uh, what do you mean by age help?
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] What do you mean aged out?
[AGENT][NEUTRAL] That the policy only goes up to a certain age.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And I believe it's uh.
[AGENT][NEUTRAL] Maybe like [PII], [PII] something like that. Let's see this process is guaranteed.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, yes, [PII]. Yes, sir. I was reading something, uh, on the policy. The policy terms at age [PII].
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] OK. Uh, well, that's me. I my wife still covered? She's [PII] years younger than I am.
[AGENT][NEUTRAL] OK, let's see. So she is, she is [PII] at the moment. Is that correct, Mr. [PII]?
[CUSTOMER][NEGATIVE] Well, she's passed away.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh, she passed in [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, 23, 23, a year ago this last December.
[CUSTOMER][NEUTRAL] And I, they were talking about on the phone something about death.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Some
[CUSTOMER][NEUTRAL] Is there uh a death thing on my insurance whether you're paid a certain amount of money if you die?
[AGENT][NEUTRAL] Um, all right, for that I would need to place you through to our benefits department to go over the benefits and Mr. [PII], did they ask you for a copy of the death certificate?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Yeah, I can provide that, no problem.
[AGENT][NEUTRAL] OK, cause you may also be um
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I'm trying to read here. Um, you may also be due a refund back on, on Mrs. [PII]'s passing and not, you know, being covered, but it can also be reviewed for any benefits that may be due also.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] I appreciate that, but, uh, basically I don't have any more insurance with you guys because of my age.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir, it aged out at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Well, uh, would you hook me up with someone I can find out about my wife?
[AGENT][NEUTRAL] OK, the benefits on your wife and her passing. All right, I can do that, Mr. [PII]. Give me just a moment. Let me see who is available.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, before I do so, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, but I got a, a statement in the mail. I changed uh.
[CUSTOMER][NEUTRAL] A checking accounts and I got a statement in the mail that I was due, my premium had gone over, but I had 30 day grace period which I called and renewed the premiums being tuck out of my new checking account.
[CUSTOMER][NEUTRAL] That was just last month.
[AGENT][NEUTRAL] Oh, but that was an automated generated automatic uh um generated letter that went out just because the premium was due and the policy had not been termed yet.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, sir. I do apologize for you receiving that letter. Um, but yes, um, I can put you through to benefits and they can review it for any, um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Coverage or benefits that you may do for your, your spouse.
[CUSTOMER][NEGATIVE] OK, and I can't believe that the insurance company.
[CUSTOMER][NEUTRAL] Has been charging me for insurance on a policy that expired for 122.
[AGENT][NEUTRAL] Oh my goodness, yes, sir. I do understand that, that the, the system somehow or another, it should have automatically turned.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it did not, and I'm, I do apologize for that. I don't know why it didn't catch it.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] I'm, you know, I'm just, I'm glad they went in and got you your refund, but I do see individual coverage here, so they may have actually changed it to individual at some point.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But let's
[AGENT][POSITIVE] And again I do apologize that it, it kept drafting or requesting you, you know, billing you for it.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But would you like to speak with someone in the benefits department?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, Mr. [PII], thank you for calling APL. Again, I apologize for all that you've been through and hopefully we've gotten it straightened out and I will go ahead and place you through to our benefits department now and let them know that you're calling to see if there are any benefits on your wife that you're due, OK?
[CUSTOMER][NEUTRAL] Alright, and I just to cash this check for 34,650.
[AGENT][NEUTRAL] The seat I'm here, sir. Yes, sir. Yes, so that 34,650 is what I see the refund amount was.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] So I just uh cash that check.
[AGENT][POSITIVE] Correct. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And that gives you back your premiums that you paid in.
[AGENT][NEUTRAL] They were 1050 a month, it looks like.
[CUSTOMER][NEUTRAL] How much
[AGENT][NEUTRAL] $10.50 a month.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so did you still want to speak with someone in the benefits department?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, give me one moment, sir. Let me see if I can.
[AGENT][NEUTRAL] Find our
[AGENT][NEUTRAL] All right. Uh let me put you back to the APL care. One moment, please.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Well, hello, Miss [PII]. This is [PII]. How are you, dear?
[CUSTOMER][NEUTRAL] Well, hey, [PII]. I'm good. How are you, [PII]?
[AGENT][NEUTRAL] I'm good, I'm good. [PII], I'm not sure who I'm supposed to transfer calls back to for benefits.
[CUSTOMER][NEUTRAL] Me
[AGENT][NEUTRAL] Um, OK, so I've got this from the care team. Now I'm transferring it back because when I was trying to do the transfer thing, you know, dropped out, all I see is one Que left open. anyway, it's policy number 70982. Let me go ahead and give you that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 70982.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, let me pull it up real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Don't, please don't say anything about the policy still being active. I've got to find out why it is showing active because he got a refund because the policy should have turned back in [PII].
[CUSTOMER][NEUTRAL] OK, so he's calling because he wants benefits?
[AGENT][NEUTRAL] Right, he wants to see if there's any benefits on his spouse that, you know, he said something about a death benefit or something and I, you know, I, I know nothing about any benefits, girl.
[CUSTOMER][NEUTRAL] 00 well he's gonna need to get a call back from the claims department.
[AGENT][NEUTRAL] OK, so how do we do this? What do I do?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do a do a hub request for claims um to research the policy and then just uh have them call back, call him back within 24 hours. You just let him know you sent a request in for claims to return his call within 24 hours.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, [PII]. OK, so his number is called for. OK. Oh God, I hate to go back to it. OK, dear, I'm going to the, here we go. Thank you, [PII]. I appreciate it, honey. Bye.
[CUSTOMER][NEUTRAL] OK. You're welcome, [PII]. All right, bye-bye.
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is [PII]. uh, Mr. [PII], I'm going to put in, they're gonna have to research the policy, so they are going to research that policy and they will give you a call back, um, hopefully within 24 to 48 hours.
[CUSTOMER][NEUTRAL] But they're gonna call me back?
[AGENT][NEUTRAL] And your phone
[AGENT][POSITIVE] Yes, sir, once they research the benefits for you.
[CUSTOMER][NEUTRAL] All right, what phone number do you have?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Well, my wife,
[CUSTOMER][NEUTRAL] She died at the age of [PII].
[CUSTOMER][NEUTRAL] And that was back in [PII].
[CUSTOMER][NEUTRAL] Uh, so I need to see if she was still covered because she hadn't hit [PII].
[CUSTOMER][NEUTRAL] And if there's a death.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Yes, sir. I will, they, they will review for everything on that.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][NEUTRAL] Yes, sir, Mr. [PII]. Um, so be looking for someone to give you a call back within like basically 24 to 48 hours.
[CUSTOMER][NEGATIVE] I will say call and don't get me tell them to leave a message and I'll return the call.
[AGENT][NEUTRAL] I will do that. OK, I will add that to my note to them.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling APL, sir. I hope you have a wonderful day.