AccountId: 011433970860
ContactId: 26d51641-c457-416b-964e-48d76cf862fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2070750 ms
Total Talk Time (AGENT): 744436 ms
Total Talk Time (CUSTOMER): 982202 ms
Interruptions: 7
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/26d51641-c457-416b-964e-48d76cf862fa_20250128T22:01_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], I was, um, hoping you could check into my account. I had, um, some concerns because you all do my draft on the [PII] of the month and I don't get paid until the [PII]. Can you see when that draft is due to come out? I called and I thought they said they were gonna change it to the [PII] or the [PII]. Just wanted to make sure.
[AGENT][POSITIVE] Yeah, I'd love to take a look at that for you. And um, can I get your policy number, ma'am?
[CUSTOMER][NEUTRAL] Can I just give you one of them and that's how I normally do it and you can look up all of them? OK.
[AGENT][NEUTRAL] Oh yeah, I can see all the policies from one number.
[CUSTOMER][NEUTRAL] OK 01646521.
[AGENT][POSITIVE] Thank you and let me get that all pulled up for you.
[AGENT][NEUTRAL] Then would you be able to verify for me please your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] OK, let me make sure I have 01646521. Did I get that correct?
[CUSTOMER][NEUTRAL] You did?
[AGENT][NEUTRAL] And I'm so sorry. I'm not showing.
[CUSTOMER][NEUTRAL] You don't see one on [PII]?
[AGENT][NEUTRAL] No, I'm sorry. Let me, um.
[CUSTOMER][NEUTRAL] Let me give you another one. Maybe he has one. I don't know why it's not last time I had problems with it, um.
[CUSTOMER][NEUTRAL] Let me, um,
[CUSTOMER][NEUTRAL] Give you my other son's [PII] cause I'm paying for him. Um.
[CUSTOMER][NEUTRAL] That policy is 00646520.
[AGENT][NEUTRAL] All right, let me pull that up for you.
[AGENT][NEUTRAL] All right, and I do see [PII] and you said you were paying for.
[CUSTOMER][NEUTRAL] That was when my son [PII].
[AGENT][NEUTRAL] OK, so let me take a look at these for you and I do just need to verify.
[AGENT][NEUTRAL] A few other bits of information if you can hold on one second.
[AGENT][NEUTRAL] I'm sorry, hang tight with me one second, ma'am.
[CUSTOMER][NEUTRAL] I'm fine. I'm glad you're open. I thought you would be closed.
[AGENT][NEUTRAL] Oh no, we got a couple hours left in our day here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII].
[AGENT][NEUTRAL] Bear with me. I got a couple policy numbers I'm gonna put down here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], and would you be able to verify for me just the mailing address on file?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect and awesome so I was able to find all of the policies um you had with us and I will I can check those dates.
[CUSTOMER][NEGATIVE] OK, you, you, the first one you couldn't find. I don't understand why you couldn't. Is that showing now? [PII]?
[AGENT][NEUTRAL] Um, so,
[CUSTOMER][POSITIVE] I can give you the number again.
[AGENT][NEUTRAL] I, I'm not showing a policy number with that number you gave me, but I am showing 4 policies. When I searched them though, I only searched under your name, so I didn't see who else was on those policies with you, but I can continue to look through the policies. The first one I'm looking at is for [PII] though.
[CUSTOMER][NEUTRAL] OK. OK. I don't.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] 9, the next one's for a [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] 520, hold on.
[AGENT][NEUTRAL] [PII] is that following one and then.
[AGENT][NEUTRAL] The next one I have is for [PII], and the one I have for [PII], I have 646-521.
[CUSTOMER][NEUTRAL] OK, let me get that number because apparently y'all typed it wrong. I, I gave you the number that's on the policy. What are you seeing there? because they had problems the last.
[AGENT][NEUTRAL] I have
[AGENT][NEUTRAL] No worries, let me know when you're ready to take it and I'll be able to give it to you. Oh, OK, 646-521.
[CUSTOMER][POSITIVE] I'm, I'm ready. I'm ready.
[CUSTOMER][NEUTRAL] OK, that's what I gave you, but it had a 01 in front of it, so shouldn't I say the 01?
[AGENT][NEUTRAL] No, you don't need 01 in front of that.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][POSITIVE] OK, all right, thank you, thank you so much for letting me know, OK?
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] And then OK, so we wanna see if they updated your payment date on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For February?
[CUSTOMER][POSITIVE] Great, that's what I was hoping you were gonna say February the what?
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] OK, I show on here that it's still set as the [PII], so I'm gonna check into your notes and see if something says there.
[CUSTOMER][NEUTRAL] You, you see it's what now? What did you just say?
[AGENT][NEUTRAL] I'm still showing it was it's coming out on the [PII].
[AGENT][NEUTRAL] Is that when you're wanting it?
[CUSTOMER][NEUTRAL] A [PII] of what? February?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] It should happen every 6 months on the [PII], and I don't have your invoices pulled up, so hang tight.
[CUSTOMER][NEUTRAL] OK, uh, you're confusing me. You're completely confusing me. Um, usually what I call for is normally you drafted on the [PII] of the month, which will be coming up [PII].
[CUSTOMER][NEUTRAL] But I called in to change it and I didn't make notes for myself so I forgot so according to your notes you're saying that the payment is gonna come out [PII] for January and February.
[AGENT][NEUTRAL] I'm showing that the change that I'm seeing is that it's drafted on the [PII] of each month.
[AGENT][NEUTRAL] Um, so I don't know about.
[AGENT][NEUTRAL] I might need to get you in touch with the billing department because I think that they're gonna be a little more fluid in finding that information that I have because I don't go through the invoices like that too often.
[CUSTOMER][NEUTRAL] Right, right, I, well, I need to talk, yeah, transfer me because I need to know about January's payment, OK?
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Yeah, you bet you for sure so I will absolutely um check on that for you and I'll get somebody on the line. You won't have to re-verify all the information, OK?
[CUSTOMER][NEUTRAL] OK great so you're gonna transfer me? is that what you're saying?
[AGENT][NEUTRAL] I will. I'm gonna put you on a quick hold and then I'll come back with the other rep and I will transfer you over to them, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for your help, OK?
[AGENT][POSITIVE] Oh, my pleasure, absolutely.
[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], this is [PII]. How you doing?
[CUSTOMER][POSITIVE] I'm good. How about you?
[AGENT][POSITIVE] I'm doing great. I have a lady on the line and
[AGENT][NEUTRAL] I'm like almost certain I think I know how to help her um but she has 4 different policies and I don't know I'm not really fast at pulling up the invoices for all the policies so I was hoping I could transfer, um.
[CUSTOMER][NEUTRAL] Is it individual?
[AGENT][NEGATIVE] They're she they're all whole life policies she's paying on for different people and a heart attack and.
[AGENT][NEUTRAL] Stroke policy.
[CUSTOMER][NEUTRAL] But it's for it's like for individuals.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] That's gonna be customer service love.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I can't, I can't pull up invoices for individuals.
[AGENT][NEUTRAL] Only for the only for groups.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, um, but.
[CUSTOMER][NEUTRAL] And like if she was on a group I could look at it but I can't like the invoice that they get yeah.
[AGENT][NEUTRAL] No, she's a mode of payment too now.
[AGENT][NEUTRAL] OK, so then, um, maybe you'll just be able to tell me though if it tells me it's paid to [PII], that means she's already been billed for January, right? And it's already processed and confirmed.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Correct, so the January invoice is what got her paid to 21.
[AGENT][NEUTRAL] OK perfect so if we hadn't processed January yet then they wouldn't, it would say still December, right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, cool. Well, I'll just let her know then.
[CUSTOMER][NEUTRAL] Well, it would, it would say it would say it was paid 211.
[AGENT][NEUTRAL] 011, yes, which, yes.
[CUSTOMER][NEUTRAL] You know what, let me just, just, I don't wanna give me one of those, um, policy numbers. Let me just look at it quick.
[AGENT][NEUTRAL] Yeah, I'm looking at 646-521.
[CUSTOMER][NEUTRAL] Because I can look at what they paid I just can't look at invoices, OK, yeah, so.
[AGENT][NEUTRAL] No, that's OK. I just, I think I'm reading it correct that she's already paid the January, but I was like, oh my gosh, do I need to look and see like if an invoice has officially been paid.
[CUSTOMER][NEUTRAL] Right, so we received uh a payment on [PII] that got her paid to [PII], so the next payment I guess she would do, I don't know, it looks like she pays at the end of the month, so it's not gonna be until the end of February. Yeah, she pays, yeah, she pays on the end of the month every month so we last time that was leaving on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Until the end of February.
[AGENT][NEUTRAL] But her January.
[AGENT][POSITIVE] I solid.
[AGENT][NEUTRAL] Alright cool I will um I'll let her know that and I'll go through are you using the BQPHI?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] It took me forever to find that screen name, but I found it now. I'll go through all of that um and I will I'll look with her, um, and let her know about what we have.
[CUSTOMER][NEUTRAL] So I don't like it looks like we probably uh.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I don't know, like I'm trying to see how she pays cause it looks like it's the same day we.
[CUSTOMER][NEUTRAL] Maybe is it an auto draft?
[AGENT][NEUTRAL] Hey, she said to auto draft out of her bank, but it says on the [PII], so I don't know.
[CUSTOMER][NEUTRAL] Let me look at.
[CUSTOMER][NEGATIVE] UPS. Oh, I'm not in the right place.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Almost jerked my headset off.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Uh, I'm thinking, let me just get this.
[CUSTOMER][NEUTRAL] Well, no, we don't have, it's not auto draft, at least not that one. I don't have anything in the account number or routing number.
[CUSTOMER][NEUTRAL] I don't know. I'm just, it's curious how it's billing the same day it's charging it so I mean it's posting the same day we're charging it, but it is at the end of the month. So and we just received on the like today it says actually now that I look at it.
[AGENT][NEUTRAL] OK, and I gave you which policy number 646?
[CUSTOMER][NEUTRAL] 521.
[AGENT][NEUTRAL] 5 sorry, there's 4 of them in total, um, OK, so.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] I don't know either. OK.
[CUSTOMER][POSITIVE] But it looks like it's at the end of the month every month, so January has been taken care of. She's paid through [PII] so I know that seems like it's just the next, you know, couple of days, but if we're billing at the end of the month and receiving at the end of the month, then she's good.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] She's solid perfect awesome. I think she thought they were gonna bill her um for her payments, all of them in February that they were gonna like let her pay her January at the start of February and then pay February again in February.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, well, it like literally just went through today because it says that we received it on today so.
[AGENT][POSITIVE] OK cool well I'll let her know and um we will.
[AGENT][NEUTRAL] I guess go from there because I don't really know what else she needs.
[CUSTOMER][POSITIVE] OK, good luck.
[AGENT][POSITIVE] Thank you, appreciate you.
[CUSTOMER][POSITIVE] No problem. Bye.
[AGENT][NEUTRAL] Hey, Ms. [PII], are you still there with me?
[CUSTOMER][NEUTRAL] I, I'm still here.
[AGENT][POSITIVE] Hey, I super appreciate your patience so I was waiting to get a hold of somebody in the billing and I was able to figure out and view that information with you, and I just confirmed with them that I was looking at the right screen and I am so I'm able to actually help you with all of those policies, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so I did just go through them real quick and make sure I knew exactly what I was looking at, but it looks like your January payment was already paid. It looks like for all 4 policies it was billed today and it shows it's been received already.
[CUSTOMER][NEGATIVE] I don't understand how that can be. I'm looking at my, that's why I've got on my online banking and I was hoping how how's that bill when that was the purpose of my call to stop it from coming out so early.
[AGENT][NEUTRAL] Well, so
[CUSTOMER][NEGATIVE] And I don't even see that
[CUSTOMER][NEUTRAL] I don't even see that payment in my bank, my online banking. That was the purpose of my call, so it would not come out before the [PII].
[CUSTOMER][NEUTRAL] So I, I'm, I don't, I'm on my online banking. When you say it's bills already, I don't see it.
[AGENT][NEUTRAL] OK, I'm showing that it was.
[AGENT][NEUTRAL] On like on my side I'm showing the receipt date says [PII].
[CUSTOMER][NEUTRAL] What, 120? What date was that?
[AGENT][NEUTRAL] That's today [PII].
[CUSTOMER][NEUTRAL] So y'all went ahead and bank drafted after I called and told you not to.
[CUSTOMER][NEUTRAL] Is that what you're saying?
[AGENT][NEUTRAL] Well, I see it was in here. I'm not showing so far any.
[AGENT][NEUTRAL] It looks like we
[AGENT][NEUTRAL] Change the premium draft date on all the policies, but I can't see what the original draft date was and what it was changed to.
[CUSTOMER][NEUTRAL] OK, that's why when I retired.
[CUSTOMER][NEUTRAL] Well, before I retired, it was coming out at the last day of the month, OK? On the [PII] when I retired in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Y'all started getting it out on the [PII], which posed a problem for me. I'm retired. I may not have it. That might not be a lot of money. 6746 is what you're drafting, right?
[AGENT][NEUTRAL] Well, I have them all individual so I, I'd have to go back through them and add them all up, but that, that could be about right.
[CUSTOMER][NEUTRAL] Yeah, that's what it normally is every month if I went back, the last bank draft I have is [PII] and the amount of 6747 for American public. I'm looking at my online banking, unless you're saying y'all are gonna draft it to, you're saying you just drafted it today, so it hasn't hit my bank, so that's what I was calling for. That was the purpose of me calling last month so I could push it back.
[CUSTOMER][NEGATIVE] Um, and I thought you said it was gonna be on the [PII] until the [PII], so you're telling me y'all gonna hit my bank tomorrow for 6746.
[AGENT][NEUTRAL] So I don't know how long it takes for the request to go through to the bank if it's instantaneous or if we send out the request and it takes a couple of days.
[CUSTOMER][NEGATIVE] It doesn't matter, ma'am. You don't, you don't have to tell me anything else. You just told me what I needed to know. I was hoping y'all were not gonna draft that. That's what I called for to change it on the [PII]. I don't get paid until the [PII].
[CUSTOMER][NEGATIVE] So are you following what I'm saying? That's my purpose of calling. Don't you see my notes? And I, I'm not getting ugly with you, but I'm a little upset because I called purposefully to stop this draft and y'all are still drafting it.
[AGENT][NEUTRAL] OK, I definitely understand, um, I have.
[AGENT][NEUTRAL] I'm just trying to go through and see like where it says in the notes like what date you changed the draft to.
[CUSTOMER][NEGATIVE] Don't worry about it, honey. I've wasted too much time. You didn't answer my question. You just drafted the amount. Can you give me the individual amount that you drafted and out.
[AGENT][POSITIVE] I can go through each policy and tell you each individual amount, absolutely.
[CUSTOMER][NEUTRAL] I'm ready. I'm ready because I'm a little aggravated now, so just give me the mouse and then get off the phone.
[AGENT][NEUTRAL] Alright, so that first policy, um, the 6465 or 259.
[CUSTOMER][NEUTRAL] Just give me the amount. You don't have to give me the policy numbers.
[AGENT][NEUTRAL] OK, ma'am, it's 2385.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The second one.
[AGENT][NEUTRAL] Sorry, 1 2nd.
[AGENT][NEUTRAL] It's 12:40.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The third one is 1521.
[AGENT][NEUTRAL] And the last one is 16 even.
[CUSTOMER][NEUTRAL] OK, and then when is the next draft coming out? Did you said [PII]?
[AGENT][NEUTRAL] I show the draft date of the [PII] listed on all of those policies.
[CUSTOMER][NEUTRAL] Oh, OK, why y'all backing it back? I don't, so.
[CUSTOMER][NEGATIVE] It's no way possible for me to get this drafted on the end of the uh month of each uh each month.
[CUSTOMER][NEGATIVE] Cause y'all are backing it back. Why is it [PII] now? I'm asking the last day of the month and y'all backing it even further back.
[AGENT][NEUTRAL] You know, ma'am, I'm
[AGENT][NEUTRAL] Not sure why it was it would be changed from the [PII] if you requested that to the [PII], um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, can you help me or do I need, can you just transfer me to somebody who can help?
[AGENT][NEUTRAL] Yeah, uh, so actually I don't, we don't handle that in our department so I can look up for you everything I can look up, but let me get you in touch with somebody who does, um, influence those bank draft dates and can change those for you, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm good, [PII]. How are you?
[AGENT][POSITIVE] I'm good. I have an insured on the line and she's a little irate, but I think maybe you can help her.
[CUSTOMER][NEUTRAL] Oh boy. OK. What is the policy number?
[AGENT][NEUTRAL] We have 4 individual policy numbers.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, we got 646-259, but because she's beneficiary and payer, you can't see UIQ it. Um, I can give you all four if you need them.
[CUSTOMER][NEUTRAL] Just give me one of them.
[CUSTOMER][POSITIVE] Oh, OK, got you, got you.
[CUSTOMER][POSITIVE] Yes, go ahead and list them all.
[AGENT][NEUTRAL] OK, the next one is 646-519.
[AGENT][NEUTRAL] And then there's sequential then it's 520 and 521.
[CUSTOMER][NEGATIVE] Is it bad that I think I already know who this is?
[AGENT][NEUTRAL] OK, well, it's Ms. [PII] and um so I've been trying to find.
[AGENT][NEUTRAL] Um, the, the notes on this policy because she said that she called and requested for her policy to be billed on the [PII], and I don't even know if that's possible because not every month has a [PII], um, you know, January only goes up to [PII], so I'm like not sure what they'll, but I finally found a note that was put in on the policy ending in 520 about her last contact which was just.
[AGENT][NEUTRAL] Well a couple of weeks ago.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] But she's really mad because she was under the impression that we were going to bill her on the [PII] and we can't understand why we're billing her before that, um.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let's see. Haer called wanting to change her draft day. She has contacted us before and since she had retired, she's trying to make sure her check is in the bank before we drafted again. She stated that she's going to let this month's draft out since we have already drafted this month for the first, she wants her draft to be taken out on the [PII] of the month.
[CUSTOMER][NEUTRAL] In order for her to do this, she will have to let January premium deduct on the [PII], contact us before [PII] to change her draft date to the [PII]. She is payer of several policies that she took out when she was with her employer. She was transferred.
[CUSTOMER][NEUTRAL] So all demographics were verified to transfer also gave her my name and extension to contact me back the first week of February so that we can get her updated, OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] These notes are saying that she wants to be drafted on the [PII] of the month.
[AGENT][NEGATIVE] Yes, she seems upset because she was under the impression we weren't gonna draft her her paycheck doesn't come in until the [PII], and she thought she doesn't understand why we're billing her. All the bills went through for the [PII] this month, and she doesn't understand why, and she's really mad.
[CUSTOMER][NEUTRAL] I, according to the notes, [PII] told her it would still be drafted on the [PII].
[CUSTOMER][NEUTRAL] I'm just confused as to why.
[CUSTOMER][NEUTRAL] You wanna change your draft date.
[AGENT][NEUTRAL] So when I look at P PA I show the draft date still is the [PII] and so.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not, I guess I don't really know anything about I don't take payments, so like I don't know if you can just change the draft date for one day on the policy or.
[AGENT][NEUTRAL] If or maybe we only drop on like I, I just, I'm not sure I quite understand exactly how it works.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, so she's set up for the [PII], but our drafts are only once a week instead of daily. So since the draft was set for the [PII], it drafted today for the dates today's draft was for the dates between the [PII] and the [PII], um, so since her date was set for the [PII], um, it came out today.
[CUSTOMER][NEUTRAL] Which according to the notes [PII] told her that it would still come out on the [PII] and then she would need to call us to change it in February to the [PII].
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, because the first draft in February is on.
[CUSTOMER][NEUTRAL] The salads.
[CUSTOMER][NEUTRAL] So she would have to call us before the [PII] to set that up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm just a I'm just confused as to what happened like.
[CUSTOMER][NEUTRAL] I don't, I'm not sure, um, but I can talk to her, but I mean there's really nothing we can do about what's already been drafted, um, that I can talk to her and go ahead and set up the, the change to the first, but it's gonna be.
[AGENT][NEUTRAL] For her?
[CUSTOMER][NEUTRAL] That she but she just, she was just drafted.
[CUSTOMER][NEUTRAL] So she's gonna be drafted again on [PII] if she changes it to the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] All right. I, um, oh, she hung up. She thinks I'm an idiot, so she did not want to talk to me anymore.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Oh no. Well, I'm sorry it took me so long. I was trying to figure out what was going on.
[AGENT][NEUTRAL] No, it's OK. I was doing the same thing because I was reading through all the notes on every policy, and then she had me keep going back to different screens.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah it's hard when they have these life policies that it's you've got multiple ones I've got another one that has this many um it's not this lady though I thought it was another lady I have another lady that has a bunch of policies like this too um.
[CUSTOMER][NEUTRAL] But yeah, I mean,
[CUSTOMER][NEUTRAL] I'm just, I'm not quite understanding why we didn't.
[CUSTOMER][NEUTRAL] Go ahead and change it to the first.
[AGENT][NEUTRAL] Like right then?
[CUSTOMER][NEUTRAL] Yeah, but I don't know because I wasn't on the call so it looks like from the note from [PII] it was understood that her January premium would still be deducted on the [PII] and then she would need to contact us back before [PII] to change her draft date to the [PII] because [PII] is when the first draft in February comes out so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] That's the whole the draft dates being different thing like literally is super confusing um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So do we only bill like is it every Friday like what day you said we only bill once a week?
[CUSTOMER][NEGATIVE] Yes, we bill once every 7 days. So like we built, we billed today and then 123456, well, I'll say 7 days, but it's really not.
[CUSTOMER][NEUTRAL] How do they, honestly?
[AGENT][NEUTRAL] Do we bill like on the [PII], the [PII], the [PII], and the [PII] of every month, so it has to fall on one of those?
[AGENT][NEUTRAL] 4
[CUSTOMER][NEGATIVE] See something's wrong with the calendar because the dates of the [PII], [PII], and [PII] are not listed in here anywhere as a bill date. So I'm gonna have to.
[CUSTOMER][NEUTRAL] Let somebody know that.
[CUSTOMER][NEGATIVE] I don't think the dates are right that are in here right now.
[AGENT][NEUTRAL] And I wonder, well, can you bill, like, can you really bill on the [PII], the [PII], and the [PII] if every.
[AGENT][NEUTRAL] Policy, like I mean not every month has those days.
[CUSTOMER][NEUTRAL] Right, so it does get a little wonky in February, yeah, because there's not.
[AGENT][NEUTRAL] We get swampy.
[CUSTOMER][NEGATIVE] Those dates, so it gets a little messed up.
[CUSTOMER][NEUTRAL] Um, but it's sometimes it's on Friday, sometimes it's on Tuesday like it was today. Honestly, I don't.
[CUSTOMER][NEUTRAL] I don't know how they do it like this whole month, we drafted on Tuesdays.
[CUSTOMER][NEUTRAL] And then in February, the whole month we're drafting on Fridays.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK, I'm gonna, I feel like that makes sense. Like it's always the [PII], the [PII], the [PII], or the [PII].
[CUSTOMER][NEUTRAL] Yes, that's how it's gonna be for February and March at least I know um that it's gonna be different in April.
[AGENT][NEUTRAL] That was
[AGENT][POSITIVE] Oh, goodness, OK.
[CUSTOMER][NEUTRAL] Yeah, so it's gonna change again in April, so it's like.
[CUSTOMER][NEUTRAL] Wait.
[CUSTOMER][NEUTRAL] OK, the [PII], the [PII], the [PII], and the [PII]. So yes, that's, that's how it is. So the, um, February and March the [PII], the [PII], the [PII], and the [PII] all fall on Fridays.
[CUSTOMER][NEUTRAL] And then in April the [PII], the [PII], the [PII], and the [PII] all fall on Monday.
[AGENT][NEUTRAL] So it'll be billed on Monday then.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yes, so in April the the bill dates will be on Mondays.
[AGENT][NEUTRAL] OK, this is so crazy and you don't even have to indulge me in this information, but in June when it falls on a Saturday, does it come out the following Monday or the Friday before?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The following Monday.
[AGENT][NEUTRAL] Following Monday and then memory, while I have you on the line, um, you'd made a note about the cancer policy I put in a request for.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so the insured who called about that, she's a part two on that, like she's covered under the policy, so wouldn't she be able to have access to the policy information?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So hold on just a second.
[CUSTOMER][NEUTRAL] Let me get out of there. OK. So if she is a part two,
[CUSTOMER][POSITIVE] That is a great area and a good question.
[CUSTOMER][NEUTRAL] Um, we wouldn't be able to make any changes to the policy without the death certificate, um, and if the spouse calls in.
[CUSTOMER][NEUTRAL] You know, you can't discuss the policy with the spouse without consent from the individual. So like,
[AGENT][NEUTRAL] I felt like so if someone had a Medin account and they called and they were like hey you know I wanna know what my benefits are, my coverage details as long as they were on the policy we could talk about what those benefits are with them, um, but they couldn't make any changes to the policy.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And we can't discuss premium. So that's where like I'm not sure there's so many like it feels like just little gray areas, um, but I didn't know if I could tell her that there wasn't a death benefit on her policy at all, but she still had to report death like I wasn't really sure.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Mhm, yeah, so what I've been, what I was told is that we can't divulge any information regarding policies without consent from the main insured.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if people call in and they're like, I'm the spouse, my husband's working, um, and I need this information. I'm sorry, I need your spouse to call me on 3 way or something. I'll sit here and wait for you to call him. I just need verbal authorization that I can speak with you today regarding the policy. And so that's what I have always been told.
[CUSTOMER][NEUTRAL] And talk and so when I'm looking at it uh from the death certificate point of view, I'm thinking that's the same way that since we can't speak to the insured we do need the death certificate and then once we receive the death certificate we can answer any questions that they have and we can also convert the policy over if they're wanting to keep it um but we wouldn't be able to do any of that without the death certificate so.
[CUSTOMER][NEUTRAL] Um, I mean, just the way I've been taught, I would say that we don't divulge any information before we receive the death certificate because I've just been taught that we don't tell, we can't discuss any of the policy information without verbal um authorization from the insured.
[AGENT][NEUTRAL] OK, yeah, no, that makes sense, and especially when depths in the picture like things get really tricky.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm gonna call her back and just tell her, you know, that we, once we receive the death certificate, um, we can call her back or um.
[AGENT][NEUTRAL] So you need a certificate.
[CUSTOMER][NEUTRAL] However she wants to handle it, but we do have to have that first before we can answer any questions, make any changes um to the policy we will have to have that first.
[AGENT][NEUTRAL] OK, yeah, no that makes sense cool I just wanted to follow up. I wasn't really sure, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No problem, and I figured you would. Uh, so when I got the call, I was like, oh, [PII], I just sent you a message.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so, yeah, I just wanted to put that on there that way you knew um we do have to have that first, um, but I'm gonna call her back here in just a second.
[AGENT][POSITIVE] OK perfect hey thank you so much for all of your help today I really appreciate your time.
[CUSTOMER][POSITIVE] No problem have a good day.
[AGENT][POSITIVE] Thanks you too.
[CUSTOMER][NEUTRAL] Mhm bye bye.