AccountId: 011433970860
ContactId: 12db3934-d5bb-4e15-b09a-4da9f2343c5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 513130 ms
Total Talk Time (AGENT): 198784 ms
Total Talk Time (CUSTOMER): 161608 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/12db3934-d5bb-4e15-b09a-4da9f2343c5b_20250203T19:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APOs. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. This is [PII] in the claims department. I have an insured on the line who's calling in regards to her policy being termed, but she stated that it should not be termed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that she called before and said someone told her to disregard the letter. Are you ready for that policy number?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, OK, alright, ready.
[CUSTOMER][NEUTRAL] OK, it is 606-270.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] 606-270.
[CUSTOMER][NEUTRAL] Yes, yes, and I have the policy holder on the line, um, [PII].
[AGENT][NEUTRAL] Alright, and give me just a second because I was working on a policy coverage and it is asking me for notes, so give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK, and [PII], all right, I got it.
[CUSTOMER][NEUTRAL] OK. And
[AGENT][NEUTRAL] And she is still with her employer?
[CUSTOMER][NEUTRAL] Yes, she states that she um this is payroll deducted and her call back number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I got it. Is there any other question?
[CUSTOMER][NEUTRAL] No, she just wanted to know um.
[CUSTOMER][NEUTRAL] Actually her it was a bill for her daughter's um.
[CUSTOMER][NEGATIVE] Dental visit and it was not paid because it shows that the policy is termed but she says that is not true and she also said that she called um before and someone told her to uh disregard the letter but nonetheless the policy shows termed and we didn't pay so it shows termed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, thank you so much one moment please [PII], thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII]. I'm in customer service and I was just advised that your policy has been terminated.
[AGENT][NEUTRAL] By error and it should remain active. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I'm currently looking through through it and see um the reason why is it being terminated um allow me just a small second here.
[AGENT][NEUTRAL] And excuse me, and this policy was issued through your employer, is that correct?
[CUSTOMER][NEUTRAL] Um, that's correct. Well, the premiums come, my employer since the premiums.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I guess for lack of a better term, yes it is through my employer.
[AGENT][NEUTRAL] All right. I, OK, I do see here the name of your employer. Um, what we would be recommending to do, um, since we can't just reactivate the policy.
[AGENT][NEUTRAL] Through the phone, um, we would be requesting a written um email request from the employer stating that this policy should remain active, um, it should not be canceled.
[AGENT][NEUTRAL] Um, and we will be reactivating back again with no, um,
[AGENT][NEUTRAL] Lab states including I would say that would be pretty much what we would be requesting for it to to be reinstated.
[CUSTOMER][NEUTRAL] OK, say that again. I need to do what?
[AGENT][NEUTRAL] OK, um, you would have to reach out to your, um,
[AGENT][NEUTRAL] HR department, um, and they would have to send us a written request to have this policy active, uh, because unfortunately we can't just reactivate it through the phone since it is just a um a policy issued through an employer. Um, they would have to um be aware of, uh, of it.
[AGENT][NEUTRAL] Um, that is all what we can do.
[CUSTOMER][NEGATIVE] Well, I have a question. Why, why was it, why was it ever inactive when you've received my premiums every month, every, you know, every two weeks you receive a premium, why was it inactivated in the first place?
[AGENT][NEUTRAL] Um, that will correspond to the employer because we receive a monthly payment. Um, we don't receive a payment every, um, twice a month.
[AGENT][NEUTRAL] The premium comes directly from the employer.
[CUSTOMER][NEUTRAL] OK, so you can't tell me for whatever reason since I'm not in the mix. I'm just the insured, but that the money comes straight out of my salary to you, can you tell me why it was ever inactive?
[AGENT][NEUTRAL] Um, actually, no, actually, the, the premium amount comes from your employer. Your employer is the one sending us the money to us, um.
[CUSTOMER][NEUTRAL] Why was the the policy?
[CUSTOMER][NEUTRAL] I know my question is not who's getting the money or who's the money is coming from in your system, can you tell me why your, your company, public life deactivated the policy? What was the purpose of deactivating the policy?
[AGENT][NEUTRAL] Uh, the recent notes that I find here in the policy is that it was a policy.
[AGENT][NEGATIVE] From overdue.
[AGENT][NEUTRAL] Um, it could have been something from the employer, a missing payment, um, could be anything else that there was no premium that we received and that is why we um had to cancel the policy.
[CUSTOMER][NEUTRAL] And what date was that? because I'm sure they're gonna ask me these questions and you're, you know, I need that information to provide when I call my the officer group benefits to let them know that there's an issue with it. So what was the date of the of the overdue payment?
[AGENT][NEUTRAL] Uh, we have [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And what is your name again? [PII]?
[AGENT][POSITIVE] Mhm, that is correct. [PII] and cus customer service.
[CUSTOMER][NEUTRAL] Customer service.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mm. You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.