AccountId: 011433970860
ContactId: 1935a969-c404-4676-a970-ca1f680e489e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 925590 ms
Total Talk Time (AGENT): 398685 ms
Total Talk Time (CUSTOMER): 372901 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/1935a969-c404-4676-a970-ca1f680e489e_20250116T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have a, um, can I give you a policy number, please, ma'am?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 749502.
[AGENT][NEUTRAL] 749502.
[CUSTOMER][NEUTRAL] Mhm for [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I verified all of her information. Now, she has an active life and intensive care policy also, but she's saying that this policy should not be termed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was looking in the notes and it looks like there was an application for family coverage.
[CUSTOMER][NEUTRAL] On 12122.
[AGENT][NEUTRAL] 12122 the application.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yeah, I got a good one. I'm sorry.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No, well, OK, I see that's still on the group.
[AGENT][NEUTRAL] Was she OK? She's still in the group.
[CUSTOMER][NEUTRAL] Oh, so, yeah. You know what, I did not see that. So.
[AGENT][POSITIVE] Mhm, she's still under good.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We might have canceled the policy, um,
[AGENT][NEUTRAL] Let me look into it really quick, intensive care and she has another one.
[AGENT][NEUTRAL] Uh, let me look at it.
[AGENT][NEGATIVE] It's a cancer.
[CUSTOMER][NEUTRAL] But did the group
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEGATIVE] She's like, there's no way I would have kept those other two and not get my cancer.
[AGENT][NEUTRAL] OK, yes. Um, sometimes it happens that
[AGENT][NEGATIVE] There's a group notification, there's a file sent, we cancel it, it's not supposed to be canceled, um.
[AGENT][NEUTRAL] So I can take the call and um
[CUSTOMER][NEUTRAL] That looks like you
[AGENT][NEUTRAL] Get her to contact um her um HR department.
[AGENT][NEUTRAL] So they can send us a notification that we have to reinstate it and it was lapsed in error.
[CUSTOMER][NEUTRAL] OK, if you don't mind cause she's really confused.
[AGENT][POSITIVE] Yes, I can do that.
[CUSTOMER][NEUTRAL] I am too. I was looking at the notes. I was like, wait, active, not active. Let's see, OK, and she said that she does see where she's making payments and I said, well, you still have the active life and intensive care policy so.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, alright, I can go ahead and take care of it.
[CUSTOMER][NEUTRAL] I cleared that up.
[CUSTOMER][POSITIVE] Thank you [PII], one moment please, let me get her on the line.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you. You have a great afternoon.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][POSITIVE] Alright, Miss [PII], thank you for your patience. I'm checking with customer service. In fact, we have [PII] on the line she's going to look into that further for you, OK?
[CUSTOMER][POSITIVE] Thank you. You're very welcome. I hope you have a wonderful afternoon. Stay warm next week. Yes, ma'am, and you too. Thank you. Take care. Bye-bye. Bye.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Hey how are you?
[AGENT][POSITIVE] Hello, I'm doing good. This is [PII] in customer service and I was just advised that um one of your policies has been canceled and it has to and the intention is to keep it active. That is correct.
[CUSTOMER][POSITIVE] Yes, ma'am. I would have never canceled that.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, OK, so we might have.
[AGENT][NEUTRAL] Technology sometimes is crazy with us. We might have canceled, and I apologize for this inconvenience. We might have canceled it by accident. I don't see any correspondence from the group who canceled or anything, so it might have been canceled by mistake. Um, unfortunately, I'm not able to to, sorry, activate it just right away. Um, I would request you to please reach out to your HR department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so they can send us a written notification that this policy should remain active, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But uh what I see here is that this policy has been canceled since [PII].
[AGENT][NEUTRAL] Um, I'm not sure, um.
[CUSTOMER][NEGATIVE] It should have never been canceled.
[AGENT][NEUTRAL] OK, uh, well.
[AGENT][NEUTRAL] It it has been quite a while since it it was canceled, um, so I'm not sure how um your employer could or would be um willing to address this issue if they have the money, if they receive the money from you, um, for this policy specifically, they will be sending to us all those premium back from [PII] to current date.
[CUSTOMER][NEUTRAL] OK. So, can you tell me how much I was paying a month on it because I don't remember.
[AGENT][NEUTRAL] Um, it was $29.70 for a family coverage. That was on, let me see really quick.
[AGENT][NEUTRAL] That was for you and your spouse.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 2970 a month.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that would have been um.
[CUSTOMER][NEUTRAL] 297 that would have been about $15 a pay period.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Man.
[CUSTOMER][NEUTRAL] So that would have been.
[CUSTOMER][NEUTRAL] We're looking at
[CUSTOMER][NEUTRAL] 22 23 24.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] So 36, 37 months, um, 37.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] How much would I owe right now?
[AGENT][NEUTRAL] Oh, let me check that really quick. It depends. I'm not sure how um your employer handles the payments since um sometimes they cover a part of it, but from what I have here from.
[CUSTOMER][NEUTRAL] Be.
[AGENT][NEUTRAL] 2970 from [PII].
[CUSTOMER][NEUTRAL] That would have been 35,040 for the year.
[AGENT][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] 36 months. That is about $1000.69.
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] OK, I'll just, I, I can't do that and, and they're not gonna.
[CUSTOMER][NEUTRAL] Want to pay that just because it was overlooked or whatever.
[CUSTOMER][NEUTRAL] OK, I'll just see if I can find a policy with Globe Life for somebody.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] OK, I appreciate you.
[AGENT][POSITIVE] You're very welcome. Thank you for calling us and I'm so sorry about that. Um, let's see really quick.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else? Mhm.
[CUSTOMER][NEUTRAL] Yeah, I wanna know about that, but I do have, um, she said intensive care and what else with y'all.
[AGENT][NEUTRAL] Um, let me look at it really quick to other plans.
[AGENT][NEUTRAL] OK, intensive care and um let's see, I see that it is a
[AGENT][NEUTRAL] Oops.
[AGENT][NEUTRAL] Uh, term life policy.
[CUSTOMER][NEUTRAL] Term life and that's on me only, right?
[AGENT][NEUTRAL] Um, let me look into the policy information, just a minute.
[AGENT][NEUTRAL] Yes, it is only only.
[CUSTOMER][NEUTRAL] OK, and is that paid out in so many years?
[CUSTOMER][NEUTRAL] Or how does that work?
[AGENT][NEUTRAL] Um, we are, uh, receiving a payment from you. This one seems that this one is coming directly from you, um.
[AGENT][NEUTRAL] And it's $33 a month.
[AGENT][NEUTRAL] It's a 25, 20 year. Let me look at it really quick.
[AGENT][NEUTRAL] A 20 year renewable.
[CUSTOMER][NEUTRAL] 20 year renewable and, and I'm pretty sure they said that if I was to leave the bank, I could take that with me.
[CUSTOMER][NEUTRAL] Since I'm paying it myself, correct? or what do you know?
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that's a.
[CUSTOMER][NEUTRAL] $50,000 policy.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and is that.
[CUSTOMER][NEUTRAL] The one that she told me.
[CUSTOMER][NEUTRAL] Um, that
[CUSTOMER][NEUTRAL] I could, does it make money that I could use if I had to, uh, like for a hardship or something?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like maybe a family emergency or something.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I can't remember.
[CUSTOMER][NEUTRAL] Because see, I was out this past year whenever they did.
[CUSTOMER][NEUTRAL] Come around and talk to us.
[CUSTOMER][NEUTRAL] And I just did the open enrollment, um.
[CUSTOMER][NEUTRAL] Um, through the portal thing.
[AGENT][NEUTRAL] OK, so the other one is um daily hospital benefit and it's yearly building benefit which is part of the intensive intensive care.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So it would pay uh.
[AGENT][NEUTRAL] That that is the only.
[CUSTOMER][NEUTRAL] Like if we went in and was in intensive care, would it pay us something daily or how does that work?
[AGENT][NEUTRAL] Um, all right, Ms. [PII], I'm not quite familiar of specific, um, benefit amounts for the policies. That will be something that can be discussed with someone in the benefits department. Would you like me to transfer you back to them so they can explain it a little bit better?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Yes, ma'am, if you don't mind.
[AGENT][NEUTRAL] All right. OK.
[CUSTOMER][NEUTRAL] Or could you, could you possibly just get them to email it to me because I'm about to have to go back into work.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, I can actually um uh let me look it into real quick. I will actually go ahead and order um a policy certificate for you to be sent um for both of your policies. Um, so you will receive it in pay.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] Um, and they can do a quick explanation of, uh, uh, the benefits of both of your policies. Um, is there anything else that you would like me to send?
[CUSTOMER][POSITIVE] No, ma'am, that would be great though. Thank you for all your help.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're very welcome and I'm so sorry that your policy was overlooked and you lost it.
[CUSTOMER][NEUTRAL] I am too. I'll have to find another one though.
[CUSTOMER][NEUTRAL] I mean, uh, [PII] forbid we ever get cancer, but um I always tried to have everything covered and I don't know how that slipped through the cracks, but anyway, I appreciate your help.
[AGENT][NEUTRAL] You're very welcome, Ms. [PII]. All right. I'm gonna go ahead and reach out to our care team, um, and they will be giving you a better explanation of your benefits. Um, I'm gonna go ahead and place you on a brief hold. All right?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] And like, OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Good afternoon, [PII]. This is [PII] in customer service. I have an insured on the line requesting an explanation of her benefits. Is this the correct you?
[CUSTOMER][NEUTRAL] Yeah, this is the correct you. Hold on one moment let me get to the screen and you can give me that uh policy number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it's gonna be 21 is intensive care and the other one is life. Um, policy number policy number for intensive care is 74.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 95.
[AGENT][NEUTRAL] 03.
[CUSTOMER][NEUTRAL] OK. And that's that one. OK. So let me have the other one, the light, put you in [PII] on this one are the lights.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On both.
[CUSTOMER][NEUTRAL] OK, what's the life policy number?
[AGENT][NEUTRAL] Alright, that will be 10.
[AGENT][NEUTRAL] 19.
[AGENT][NEUTRAL] 826.
[CUSTOMER][NEUTRAL] OK, and her name is [PII]?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, let's see 125 was that was that back in, OK, let's see what's going on because that I mean she calling for benefits or for a cli uh information on the claim.
[AGENT][NEUTRAL] Um, she's requesting information about the benefits.
[CUSTOMER][NEUTRAL] Oh, OK, I misunderstood. OK, I got you now. OK, you can let me speak to her.
[AGENT][POSITIVE] Thank you, [PII]. Have a nice day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEGATIVE] You are on hold.