AccountId: 011433970860
ContactId: 21c6bdae-3365-4857-9985-ac3762acc037
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 626000 ms
Total Talk Time (AGENT): 314833 ms
Total Talk Time (CUSTOMER): 202638 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/21c6bdae-3365-4857-9985-ac3762acc037_20241231T14:54_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], this is [PII] with American I'm sorry, this is [PII] in the claims department.
[CUSTOMER][NEUTRAL] Um, I have Ms. [PII] on the phone.
[CUSTOMER][NEUTRAL] She's trying to submit a um cancer claim online and they and she got told that her policy is no longer active.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do show her last policy lapsed um 99-21-2024. Can you help um explain or figure out why her policies are lapsed?
[AGENT][NEUTRAL] Mhm. Sure. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] The um last policy number is 252-6789.
[CUSTOMER][NEUTRAL] And that's the one that laps 9:21.
[AGENT][NEUTRAL] Alright, let me just a second to pull it up.
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] All right, you can go ahead and send her over.
[CUSTOMER][NEUTRAL] OK, I have verified everything and do you want her callback number?
[AGENT][NEUTRAL] Uh yes, please.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, got it.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] All right, thank you. Have a good day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good morning, Miss [PII].
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] Hello, I was advised that you were trying to submit a claim, but your policy, um, you were advised that your is lapsed.
[CUSTOMER][NEUTRAL] Yes, I was wondering why is it last?
[AGENT][NEUTRAL] All right, so for your, for your cancer policy.
[CUSTOMER][NEUTRAL] And just just taking payments out.
[AGENT][NEUTRAL] Alright, for your policy, what happened is that we had a couple of changes and we were requesting um all the insured with the cancer policy to let us know if they would like to continue their policies with us or not and apparently we didn't receive your paperwork. That is why, um, your policy was canceled.
[CUSTOMER][NEUTRAL] Well, I, I mean when because I didn't get any notice of any paperwork.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] doesn't get I didn't get any email, no mail or anything like that.
[AGENT][NEUTRAL] Um, alright, so.
[CUSTOMER][NEUTRAL] And they're still taking payments out.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so from uh when we started noticing it was in September.
[AGENT][NEUTRAL] It was in September, um.
[AGENT][NEUTRAL] What I can do right now is send you the form that you have to fill, fill out and um and we can go ahead and reactivate your policy since you didn't um receive any notification from us. Um, as for the payment, the payment will be the payment will be requested. Let me just a second here. see since when?
[CUSTOMER][NEUTRAL] The last payment that last time I got paid, they, they took, they never stopped taking the payments out of my check.
[CUSTOMER][NEUTRAL] So if it was lapsed, it seem like they would not be taking it out, but it seem like they've been taking it out.
[AGENT][NEUTRAL] Last time we we received a payment for this policy was um September.
[AGENT][NEUTRAL] Uh, 21st, um, there, um, I don't want to provide uh incorrect information. This will be probably a billing question if there's any premium that has been retained since the policy was lapsed, um, but
[AGENT][NEUTRAL] I, I would have to investigate that if there's any premium here um for your policy or not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, because I might have to call them to see, um, because this is showing that maybe it's just because it's showing that what I was paying, I guess I don't know $23 and something.
[CUSTOMER][NEGATIVE] And it seems and it shows on my pay stub.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Cause it's not, it's not showing that it's still, it's still on my, on my pay stub, the cancer thing, so it was a lapse, I mean when they've taken it off.
[AGENT][NEUTRAL] Um, yes, they should have have since um you would be the one taking care of the payment personally. Um, the form that I will work on to send you, um, it will be requesting your bank information, so it comes directly from either a check from you or a card, credit card information, credit, debit card information. Um, it will no longer be um from your um employer.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] It will come directly from you.
[CUSTOMER][NEUTRAL] OK, and this would be always?
[AGENT][NEUTRAL] Yes, that's how it is. Um, so I can explain to you what the changes. So, um, for cancer policies, how it used to be in the state of [PII], um, was that
[AGENT][NEUTRAL] Whenever your employer, let's say they terminate business with us and they um cancel all their policies, your policy, even if you already retired and stopped working with them, um, your policy would cancel together with them.
[AGENT][NEUTRAL] Um, now we had it set up where even if they cancel, you're able to keep your policy um under a trust fund with us. Um, that was the major change and that was why we were requesting um.
[AGENT][NEUTRAL] Our um insured to sign the paperwork if they wanted to support their policy with us and keep it under a trust fund.
[CUSTOMER][NEUTRAL] OK, so are you saying so for ID no longer have cancel policy with you guys anymore?
[AGENT][NEUTRAL] And not since um September, but if you go ahead and um if you want to pour it and keep it still with us, you can um fill out the paperwork for us and we can go ahead and activate it for you.
[CUSTOMER][NEUTRAL] Oh, OK, you can send the paperwork and I'll.
[AGENT][NEUTRAL] Alright, I'm just gonna verify.
[CUSTOMER][NEUTRAL] No, but I mean it's kind of weird that they never told us that that they no longer that they don't, you know, they're not doing business with you guys anymore. I mean they never said anything. I don't, I don't know if anybody knows.
[AGENT][NEUTRAL] Oh, no, no,
[AGENT][NEUTRAL] Uh, no, ma'am. Um, that was in the case, uh, like, let's say, yes, the group is still is still active, but in the case that they terminate business, your policy would remain active with us.
[CUSTOMER][NEGATIVE] Oh, I'm I'm saying so my company is no longer with you guys anymore.
[AGENT][NEGATIVE] Uh, no, it is not.
[AGENT][NEUTRAL] We are no longer the carrier for this group.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][POSITIVE] Wow, that's OK.
[CUSTOMER][NEUTRAL] OK, you can, uh, you can go ahead and send the paperwork now and would it be the same amount?
[AGENT][NEUTRAL] Yes, it will remain in the same amount.
[CUSTOMER][NEUTRAL] That I'm paying for my
[AGENT][NEUTRAL] Um, the amount that we have here is for, um, you and your husband, I believe. Let me just a second to verify it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I think what is on my text number it was sent 22.
[AGENT][NEUTRAL] Yes, you and your husband.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. You and your husband for $33.38 every month.
[CUSTOMER][NEUTRAL] How much?
[AGENT][NEUTRAL] $33.38 every month.
[CUSTOMER][NEUTRAL] The two way bags in a box.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am. OK. Oh, OK, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you say it's $33 and some.
[AGENT][NEUTRAL] Yes, $33.38.
[CUSTOMER][NEUTRAL] OK, uh, so are you gonna send it by mail or email or?
[AGENT][NEUTRAL] Uh, with
[AGENT][NEUTRAL] Or whatever form you prefer us to do it via mail or email.
[CUSTOMER][NEUTRAL] OK, you can, you can, you can do the mail, yeah, you can do the mail.
[AGENT][POSITIVE] Alright, I will do the mail for you.
[CUSTOMER][NEUTRAL] That way because I did you did email I might get to look for it.
[AGENT][NEUTRAL] All right, um, through mail, is the address [PII] a good email address, uh, mail address, sorry.
[CUSTOMER][NEUTRAL] You don't
[CUSTOMER][POSITIVE] OK you have a good day.
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][POSITIVE] Alright, uh, I will work on your portability form and I will mail it as today. Uh, you should receive it within 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK, thank you. So you, when did they stop dealing with when did they cancel that?
[AGENT][NEUTRAL] Um, it started in September, yes.
[CUSTOMER][NEUTRAL] It was in September?
[CUSTOMER][NEUTRAL] Well, I never said anything to anybody. Not to me. I never knew. OK.
[CUSTOMER][POSITIVE] Alright, thank you. I'll, I'll just look for it in the mail and I'll, and if I decide to continue it, then I'll, I'll do so.
[AGENT][POSITIVE] All right, thank you very much have a nice day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you.