AccountId: 011433970860
ContactId: 20529697-a88a-4860-af05-ad3e74ef96f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506709 ms
Total Talk Time (AGENT): 228302 ms
Total Talk Time (CUSTOMER): 197814 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/20529697-a88a-4860-af05-ad3e74ef96f3_20250505T21:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I just received the return mail with the insurance policy I have and I'm just kind of trying to figure out why.
[AGENT][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] With my checks and everything.
[AGENT][NEUTRAL] Alright, I can help you and clarify why you're receiving that information, but before we proceed, is it possible to get your name and a callback number please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And do you happen to have the policy number on the return mail that you received, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, 025.
[CUSTOMER][NEUTRAL] 98874
[AGENT][NEUTRAL] You said 02598074?
[CUSTOMER][NEUTRAL] 02598874
[AGENT][NEUTRAL] 874. OK. Bear with me one moment while I pull that up, Ms. [PII], and thank you.
[AGENT][NEUTRAL] And just to verify that we do have the correct information for you, can I get you to verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that mistake. So you said you got a letter in the return mail from us and you're not sure why?
[CUSTOMER][NEUTRAL] Yeah, because see what had happened originally had got this policy when I was working for NGA, the company, so, um, I recently left, um, probably about a month or so ago and before I left they said I could take this with me and pay for it myself. So when they sent me the information and I sent them back a check.
[CUSTOMER][NEUTRAL] With the 4925 is what it was stating on the paper that I would have to it would bank withdraw and then they sent me my check back with the return information so I'm not sure, did they not accept me or what the deal is?
[AGENT][NEUTRAL] OK, I am showing that we sent you a cover letter with your method of payment.
[AGENT][NEUTRAL] Did you mail it back to American Public Life or where did you send that to?
[CUSTOMER][NEUTRAL] Let me see, um.
[CUSTOMER][NEUTRAL] Yes, it was the envelope American Public Life Insurance Company attention customer service 26915 Oklahoma.
[CUSTOMER][NEUTRAL] I sent this off on [PII] is when I mailed it.
[AGENT][NEUTRAL] OK, bear with me because I apologize. It's showing that we did send you a letter and we do have a future lapd in here like you said, you were, you're not canceled yet, but you're supposed to be canceled effective [PII]. Your employer hasn't paid that April premium yet, so you're still active. Um, but I'm not showing that we got anything, so just bear with me. Let me see if I can find something in your records.
[AGENT][NEUTRAL] Did it say the address was wrong? Or because you said it was returned mail.
[CUSTOMER][NEUTRAL] No, it's
[CUSTOMER][NEUTRAL] It just had um.
[CUSTOMER][NEUTRAL] It, it, it was just weird because
[CUSTOMER][NEUTRAL] I mean it's got y'all's name on it but it's got it returned to sender and I'm like well this is y'all's information that y'all stamped on the envelope.
[CUSTOMER][NEUTRAL] So I mean that you know it's on there already.
[CUSTOMER][NEUTRAL] And I just put my return address, you know, from who I was, it was from and that was it.
[CUSTOMER][NEUTRAL] And then um.
[CUSTOMER][NEUTRAL] I sent it off on the [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Looks like the [PII] they stamped it.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The post office and then I got this back and I'm like what in the world?
[AGENT][NEUTRAL] Give me the address again that they, you, you said it was [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's the right address.
[AGENT][NEGATIVE] It doesn't even look like.
[CUSTOMER][NEUTRAL] I mean, that's, that's
[CUSTOMER][NEGATIVE] I was that y'all sent me, you know, I, I don't understand.
[CUSTOMER][NEUTRAL] Cause I mean, I don't want this to cancel, you know, I just, they told me I could pay for it. They sent me the information with this, to send them a blank check.
[AGENT][NEUTRAL] Maybe
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] With, um, you know, withdrawal information and but I failed to check out.
[CUSTOMER][NEUTRAL] You know?
[AGENT][NEUTRAL] It doesn't look like it ever even reached our company, so I'm wondering if the.
[AGENT][NEGATIVE] Is the post office did that inadvertently. Like if they did they just forward it back, I don't know why they would because that's not, that is a valid, that is our valid address, the [PII] address. Um, since it is getting close to time, cause like I said, you're still active, but since it's getting close to time for us to rece well, receive the payment from your employer cause it is gonna terminate once the employer pays your A premium.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] What you can do is you, is there any way that you can email that to us and we can use your email and get it changed over before the actual termination takes place and we can start your draft this month.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is it gonna be in the morning before I could do that? Is it gonna be too late?
[AGENT][NEUTRAL] No, you're, you're fine, Ms. [PII]. Like I said, you're active and you're paid current. We're just, and we do have noticed that the group's canceling with us as well, canceling your policy with us. Um, so again, until they pay that premium, nothing's gonna happen and even still, your premium will be paid and applied for the month of April. You'll be paid to [PII] and what'll happen is, is you'll get another month of payment letter.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] Um, once they officially send that payment in it canceled, we do send a second payment letter automatically once we cancel the policy if you can keep it. So you're.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I mean, what, what.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You can email it to the care team which is CARE.
[AGENT][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] [PII], one word [PII].
[AGENT][NEUTRAL] And once we get your email, we will confirm that we've got it and then you'll get another confirmation email letting you know that everything's been updated as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so what am I sending you? I mean, I mean, I, because y'all sent me everything is just the same thing I sent you. I, I signed the letter.
[AGENT][NEUTRAL] Just
[CUSTOMER][NEUTRAL] And I put my address and all that stuff.
[AGENT][NEUTRAL] So I need you to send, yeah, I need you to send what you sent us in the mail. I need you to uh email us a copy of that continuation letter and your bank authorization form. Your check's not necessary as long as your bank authorization form has your account number and routing number listed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I will do that in.
[AGENT][NEUTRAL] And I'm gonna not take
[AGENT][POSITIVE] All right, Ms. Thanks. I'm gonna notate our conversation as well, and I'm gonna keep an eye out for it. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No ma'am, that's it. Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL and you have a wonderful day as well.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you bye bye.