AccountId: 011433970860
ContactId: 1b139ae7-3686-444c-beac-2b09998ce8dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1044040 ms
Total Talk Time (AGENT): 416960 ms
Total Talk Time (CUSTOMER): 393608 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/1b139ae7-3686-444c-beac-2b09998ce8dd_20250507T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I have a group admin on the line who wants to uh go over. She has a couple of different invoice numbers. She said that she spoke with us about this um previously. I don't see any notes regarding that, um, but apparently there was supposed to be, uh, an employee taken off, uh, from what I understand, but I do have both of those invoice numbers.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] That is 10811.
[AGENT][NEUTRAL] And who are we speaking with?
[CUSTOMER][NEUTRAL] And we are speaking with uh [PII] we are speaking with the contacts.
[AGENT][NEUTRAL] And what are the invoice numbers?
[CUSTOMER][NEUTRAL] OK, so the one that she said she had called about previously was 638-418-2.
[CUSTOMER][NEUTRAL] And I've got the most current one as well.
[AGENT][NEUTRAL] OK, and is it the [PII], the 638-6792?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Alright, you can go ahead and send her over.
[CUSTOMER][POSITIVE] All right thanks bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK. I understand you're calling uh regarding um an employee that uh your request to be taken uh terminated and uh you're saying you're still seeing that employee?
[CUSTOMER][NEUTRAL] Yeah, well, it's me, um, and I had called last month because it was uh it wasn't on the invoice and they said that because it was a 20 year um term policy.
[CUSTOMER][NEUTRAL] Um, it had, it had lapsed and y'all had sent a letter.
[CUSTOMER][NEUTRAL] And um which I never received the letter but um.
[CUSTOMER][NEUTRAL] The girl who I spoke with told me to go ahead they would reinstate it with another 20 years and to send in the payment which I did, which was um she told me it was $257 a month and so I sent 307 44 for the total um.
[CUSTOMER][POSITIVE] Last month and the check has cleared so.
[AGENT][NEUTRAL] OK, so you're calling about getting added back and not someone being taken off.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So that, um, yeah, actually.
[CUSTOMER][NEGATIVE] It I was taken off. It was taken off and when I called they said that was the that was the deal because it was a 20 year term and it automatically was taken off so I said to reinstate it or put it back on and they told me I had to send instead of the $50.44 to send in 30744 which would have put it back, put me back on it for another 20 years. Does that make sense?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it does. Um, I was just asking because um this actually the customer service team that handles reinstatements, um, she, uh, for some reason she thought you were asking about a termination which would be me, which would be billing, um, but this is actually a customer service that handles this, um, but let me grab someone and explain what's going on so you don't have to explain it for a third time.
[CUSTOMER][NEUTRAL] The term policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Because I had, I sent an email. She told me to send an email to um care team [PII], which I did so and they said everything will be taken care of, but it looks like it's still not been put back on there but OK, that's fine.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, give me one second, let me grab one.
[AGENT][NEUTRAL] Let me see. Your policy is, it does look like your policy is active. Uh.
[AGENT][NEUTRAL] Let me check. Give me 1 2nd before I check.
[CUSTOMER][NEUTRAL] For [PII]? OK.
[AGENT][NEUTRAL] Yeah, it looks like you do have, they did reactivate it.
[CUSTOMER][NEGATIVE] But uh for this month I'm only getting 5044 again with my name not on the policy, just one person's name on the policy.
[AGENT][NEUTRAL] Yeah, um, that can be added. Um, it can be modified, but let me make sure.
[AGENT][NEUTRAL] Do you um look at your invoices online ever in the online service center?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You mean mine personally?
[AGENT][NEUTRAL] Uh, no, I mean like, uh, for the billing like to pay for the group.
[CUSTOMER][NEUTRAL] Or, or for the group.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Cause I was gonna say you can actually like add.
[AGENT][NEUTRAL] Yourself and like modify the invoice before you pay it but uh.
[CUSTOMER][NEGATIVE] Well, I'm gonna tell you why because we our our uh administrator that was here for 30 years passed away so I've have taken over for her job and I can't get on.
[CUSTOMER][NEGATIVE] It's just been a big mess, so that's why because I think I would usually I used to pay the bills online and now I'm having to send a check because I'm not able to get in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Online so I don't know.
[AGENT][NEUTRAL] Alright, let me see.
[AGENT][NEUTRAL] Because um I can help you uh get logged in online, but I wanna make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Alright, let me, uh.
[AGENT][NEUTRAL] Let me see where they are.
[AGENT][NEUTRAL] As far as reinstating this, cause it's showing that it's active, but it also has
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, a lab date in there of April. So, let me, yeah, let me grab someone for customer service and see what's going on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII] in the billing department.
[CUSTOMER][NEUTRAL] You say [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hey, [PII]. How are you there?
[AGENT][POSITIVE] I'm good. I have uh.
[AGENT][NEUTRAL] Uh, well, she's an insured and she's a group admin, but she's calling about her own policy, um, and I was wondering if you could take a look at it with me because I don't really quite understand what the status of it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, I can do that. What's that number, dear?
[AGENT][NEUTRAL] It's 611.
[AGENT][NEUTRAL] 161.
[CUSTOMER][NEUTRAL] Wow, OK. 611161. All right.
[AGENT][NEUTRAL] And she because she's saying.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] And she's saying that she talked to somebody in customer service before and that she emailed about her policy like I guess it like it lapsed because she said something about it was a 20 year and that she was sent a paper in the mail but she never got the paper and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so she wants to keep her policy, but when I'm looking at it, I show that it's active, but I also see a future lapse date of April, and she's only paid the March. So I don't know if can we react, like, can she still stay on the group, or does she have to do something else? I don't, I just don't know what to tell her.
[CUSTOMER][NEUTRAL] Oh my.
[AGENT][NEUTRAL] There are some notes in there about it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, OK, she was [PII] when she got it.
[CUSTOMER][NEUTRAL] A she's [PII], so she's [PII] now, yes.
[CUSTOMER][NEUTRAL] Um, I don't know that she can't continue this. She may have to go through her group and see if they.
[CUSTOMER][NEUTRAL] All right. I'm gonna tell you something.
[AGENT][NEUTRAL] Because she's the group admin here.
[CUSTOMER][NEUTRAL] OK, alright, what I would do in, um, I would send customer service a hub request asking them to review the policy to see if and to to review the policy for continuation.
[CUSTOMER][NEUTRAL] And to get back with the insured, you know, on that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't, I don't, I don't see how she can continue it. She's reached a 20-year limit, you know, she, she was [PII], now she's [PII]. So she pays that March bill, that's, this is gone, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so there's not a way like they can't like renew or anything like that or start a different kind of policy?
[CUSTOMER][NEUTRAL] Uh oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, well, that's what what I have request. Just say please, I'll review this for this this insurance policy, uh, to see if there is another term life policy, another another life policy they can go to from here.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] You know, wants to keep coverage, keep, keep life coverage, not term life, but life coverage. Let's see if that group has 10 years.
[AGENT][POSITIVE] OK, all right, thank you, Miss [PII].
[CUSTOMER][NEUTRAL] E M P R I.
[CUSTOMER][NEUTRAL] When I
[CUSTOMER][NEUTRAL] You're welcome, we no longer sell these either, I don't think, but there may be something she can go to, dear.
[AGENT][POSITIVE] OK all right thank you so much for your help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're welcome, honey. Thank you.
[AGENT][NEUTRAL] Right, but
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hey, hey, uh, [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I just talked to um someone in customer service that gave me some helpful information. So they're saying uh so the [PII] limit um has been reached, so that's why it's getting terminated, um, but they said that I can uh request.
[AGENT][NEUTRAL] For customer service to review your policy and see if there's a different kind of policy that they offer. So basically it would, they would issue you a new policy, but they need to see what your group offers to see if they offer um like a a different kind of policy that you will be eligible for.
[CUSTOMER][NEUTRAL] OK, well that's not what she said last month she said all she would do is reinstate it for another 20 years.
[CUSTOMER][NEUTRAL] And it would be higher, but I said OK.
[CUSTOMER][NEUTRAL] So, OK.
[AGENT][NEUTRAL] Yeah, I'm not sure why they because that maybe she didn't, they didn't, uh, look at like the limit cause I, um, she, uh, the person that I spoke with in customer service, um, said that the [PII] um age limit, um, was why like it's not, this policy can't be reinstated, but that there may be a different kind of policy um for a different age groups that can be um issued.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so would they apply last month to the extra money that I sent?
[CUSTOMER][NEUTRAL] To whatever policy I decide to get or what?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Because I don't make no sense.
[AGENT][NEUTRAL] I'm not showing how did you send it in a check?
[CUSTOMER][NEUTRAL] I did $307 and.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] 44 cents.
[AGENT][NEUTRAL] OK, let me see if I can pull that up.
[AGENT][NEUTRAL] And do you know when you sent it?
[CUSTOMER][NEUTRAL] Oh, let's see it was sent.
[CUSTOMER][NEUTRAL] Was sent on [PII] or [PII].
[AGENT][POSITIVE] 49. OK, so then we definitely should have it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's waiting on the screen to load so I can.
[AGENT][NEUTRAL] C
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] 30744.
[CUSTOMER][NEUTRAL] 307-44, yes, ma'am.
[AGENT][NEUTRAL] Yes, I do see that.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] So it hasn't been applied yet. So I'm gonna um reach out to the billing person that does uh the billing for your group and let them know. I'm actually gonna add a note here right now. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I will let them know also uh what that's for.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So this includes the person that is insured, the $50.01 plus uh the rest is for you. OK.
[CUSTOMER][POSITIVE] Yes, correct, yes.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] All right. So I have that and um I'm putting in a request for customer service to review your policy and your group products to see um if there's another kind of life policy that they can offer you.
[CUSTOMER][NEUTRAL] OK, is somebody gonna call back or what?
[AGENT][NEUTRAL] Uh, they usually reach out by email, but if you prefer a phone call, I can put your phone number in there.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, well, it doesn't matter if you do the um email what do you have on file for the email address?
[AGENT][NEUTRAL] For email we have.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII]. Can I put my, how long do you think it'll take, but if I don't hear from somebody, when can I call back?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I will go ahead and mark it as urgent since we have money in-house for you. So I'm gonna mark it as urgent, which typically that's within 4 to 8 hours, but I will say by Friday afternoon to be safe if you don't hear anything by like at lunch, after lunch Friday to give us a call and somebody can and let them know that you have that someone has already put a request in.
[CUSTOMER][NEUTRAL] How, how long would you give it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now do I hit?
[CUSTOMER][NEUTRAL] OK, do I, um, which option when I call, what option do I push?
[AGENT][NEUTRAL] Um, you want to get customer service.
[CUSTOMER][NEUTRAL] To call customer service.
[AGENT][NEUTRAL] Yeah, you'll want to ask for the customer service department and let them know about a policy reinstatement and that you already have a hub request and, and give them your group number and uh they'll be able to pull that. But I will try to stay on them and make sure that they get to it um in the next 48 hours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate you thank you so much.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right. Well, uh, well, I'll talk to you soon and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.