AccountId: 011433970860
ContactId: 28942453-257f-4429-acbe-6666bda00848
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400049 ms
Total Talk Time (AGENT): 138988 ms
Total Talk Time (CUSTOMER): 124190 ms
Interruptions: 5
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/28942453-257f-4429-acbe-6666bda00848_20250417T15:08_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I, I'm calling about a letter you sent out on a group called Family and Community Training. The policy number is 2020939.
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 24939. OK, how can I help you?
[CUSTOMER][NEUTRAL] There was a there was a uh letter sent out on [PII] about lapse with a refund for laps policies. Can you give me a little more detail on on those?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let me see, let's see.
[CUSTOMER][NEUTRAL] Policies
[AGENT][NEUTRAL] So you received an email recently?
[CUSTOMER][NEUTRAL] No, it wasn't an email. It was a letter. I got a copy of the letter from the client.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] See if I can locate that. Give me just one second.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Give me just a second. I'm sorry, I'm just trying to review all the notes I can see what's going on.
[CUSTOMER][NEUTRAL] I think these were policy changes during open enrollment, but.
[AGENT][NEUTRAL] Yeah, because on the [PII] it looks like there was a um OK.
[CUSTOMER][NEUTRAL] I need to, I need to
[AGENT][NEUTRAL] I'm just looking to see what they.
[AGENT][NEUTRAL] Are are referring to the cancer policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so here's a refund.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] We find a closer check on the amount of 18 represent a refund of premium submitted on behalf of the employees.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So I guess there was some lap policies and they sent a refund to the group, is that what you're referring to?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, so there was 123456 people that we sent a refund back for. I'm trying to see if they have it says please sign and close our company checking the amount of 1805 representing a refund of premiums submitted on behalf of the low enlisted employees, um, so let me pull up hold on just one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well let's just pull up the first one so you can tell me what the policy was and so I mean this is just not enough information for for these people they're gonna see it as.
[AGENT][NEUTRAL] Yeah, that's where that's where I'm going.
[AGENT][NEUTRAL] Yeah, it doesn't give, yeah, yeah, I start asking questions. I'm trying to get to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey, I'm gonna speak to somebody else for just a moment, so go ahead and look while, yeah, when you start this is for the cancer plan we go into each on APL's website and pull this policy schedule. It's page 4 of the certificate. For every yeah, um, and what do you, what do you have on your desktop right now that you're working? OK.
[AGENT][NEUTRAL] You're fine. No, go ahead.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Um, well, after you get finished with that, then go ahead and start this because we made a change to the, can you see that?
[CUSTOMER][NEUTRAL] Oh yeah. And so if we upload it into the notes they can they can get that premium information which is on this page here as well as the you know the policy because it says cancer level 2. OK, alright, thank you. Mhm.
[CUSTOMER][POSITIVE] OK, I'm back with you.
[AGENT][NEUTRAL] OK, I'm there's a note in here from [PII] where it says [PII] with the group called with questions on an invoice, and she said that all the life policies were termed with us and moved to another company. She said, um, she said that they were on the March invoice and was paid. They are not on the April invoice. I'll let her know that we showed that the life policies were terminated effective [PII].
[AGENT][NEUTRAL] Of [PII] I'll let her know that the the credits are not added to the invoices. This is done manually and a refund will be issued, so it's on the life policies for these employees that are listed on here. Mhm.
[CUSTOMER][NEUTRAL] OK, so these, these, yeah, these are all for life insurance?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK, alright, that, that explains it. I wish, I wish they would have put that in there would have been.
[AGENT][POSITIVE] Right, that would be helpful. Yes, this refund is on the following and at least give the policy number, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, cause anytime somebody sees.
[CUSTOMER][NEGATIVE] Just, I mean somebody sees last policy and they start freaking out. So anyway, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, I would too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, alright, well, that's that's good enough. I can explain that to her pretty easily. Thanks for your help. Mhm bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no worries. You're most welcome, [PII]. You have a great day. Talk to you soon bye bye.
[CUSTOMER][NEUTRAL] Uh-huh.