AccountId: 011433970860
ContactId: 29b0639f-7921-4aee-9f54-d150abe854e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 749000 ms
Total Talk Time (AGENT): 356318 ms
Total Talk Time (CUSTOMER): 310637 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/29b0639f-7921-4aee-9f54-d150abe854e0_20250513T22:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I'm currently have a, uh, cancer policy in which my premium is waived and under my cancer policy, it's a group policy that includes myself and my husband. Um, I noticed that my husband is showing lapse even though my premium is covered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so he is supposed to be covered, right?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, we can double check uh check and take a look at that. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 2232-9682.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Alright, and just gonna verify some information really quick um [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it's a Hotmail account.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying all of that information. So typically, well, honest, give me just a moment let me take a look if there was any note about this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Going on.
[AGENT][NEUTRAL] Uh, bear with me just a moment please.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Well, I certainly don't see anything.
[AGENT][NEUTRAL] Recent, um.
[AGENT][NEUTRAL] Is this just something you just happen to notice or do you know when that happened?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I think I've noticed for a few months, and it wasn't until I spoke to the broker that I worked, what that I work with, and I asked them a question about it and they had told me to reach out to you guys um to see what that's the case.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, so [PII], here's what I'm going to do um if you don't mind I'm gonna put you on a brief hold um and reach out to our uh customer service department typically with um members being added like a spouse or a dependent, uh, that would be something through your employer if they're still the ones paying that, um, but I would like to double check just to make sure all of that's good um and this was for one correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Well, well, the.
[CUSTOMER][NEGATIVE] Yeah, well, the thing is I'm, my, my premium hasn't been paid because I've been, I was, I've been on disability because of cancer, so then I started getting that waive, so it, it was not being paid at all by anyone. So then all of a sudden he got dropped, but if he's tied to my waiver, that was my concern is why he got dropped if he's tied to my waiver.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I see OK yes so let me put you on that hold because I of course don't wanna give you any incorrect information, so bear with me just a moment, um, just so we can see exactly what's going on and um what we need to do to get him back active so give me I'll be right back with you OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hey [PII], it's care on the care team.
[CUSTOMER][NEUTRAL] Hey, how are you doing?
[AGENT][POSITIVE] Hi, I'm good how are you?
[CUSTOMER][POSITIVE] I'm good, I'm good. What you got?
[AGENT][POSITIVE] Glad to hear it.
[AGENT][NEUTRAL] Oh, just an odd, um, we'll see um I've got a member on the line. She's got a uh cancer policy and she said her spouse, uh, he's listed, but he's currently showing lapsed, um, and she doesn't know why. And she's currently receiving a, um, well, she's under a waiver, uh, of premium because she's on disability because of the cancer. So she doesn't know if that's affecting uh his being lapsed or not. She did say that she brought it to her agent's attention.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, who told her to reach out to us.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] That is 2329682.
[AGENT][NEUTRAL] I did go back in the notes a bit, but I got to about January before I was like I don't know I'm gonna look because there were a lot.
[CUSTOMER][NEUTRAL] Alright I don't
[CUSTOMER][NEUTRAL] I don't know anything about these waiver premiums and how they affect things.
[AGENT][NEUTRAL] See, I don't know either. I was like that's a good question because that would that would make sense to me.
[CUSTOMER][NEUTRAL] It really is.
[CUSTOMER][NEUTRAL] And she could have gotten termed at one time. Oh, she's showing a couple and she benefits are still a couple. I'll bet you she got lapsed for whatever reason and when you reinstate a policy, we only reinstates the, you know, if you activate it back, it only automatically activates the insured. You have to go back and put an R by each, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Each ins, you know, each person who's covered to reinstate them.
[AGENT][NEGATIVE] You're talking different language of lying to me, girl. I don't know. I don't know. I'm trusting you though.
[CUSTOMER][NEUTRAL] OK, yup, reinstate the policy should be a waiver. Hey [PII], Why would [PII] not reinstate? It says,
[CUSTOMER][NEUTRAL] Policy on waivers of 505998.
[CUSTOMER][NEUTRAL] 5998 so let me look at the BQPHR.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I think I honestly believe he just didn't get reinstated when the policy termed. I just reinstate, oh, OK, wait, wave wave pre-X. No, we don't say no.
[CUSTOMER][NEUTRAL] And um I am going to reinstate this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Cause it says couple and yat and PIN and uh.
[AGENT][NEUTRAL] That's what I looked at that, yeah.
[CUSTOMER][NEUTRAL] And PIBFT the benefit screen it says couple coverage so that's why I'm going back to couple because they did not change it to individual.
[AGENT][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] OK, OK, so that's what I just wasn't sure about what the waiver and everything how that might affect it but um I'll just let her know it was kind of a little hiccup in our system but that he's good to go.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] Yeah, so she can go look it, I get, you know, let me finish my notes. It's, it may show that he's active now. So yeah, it was just a little, it was just an oversight on our part and it is corrected.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I am showing him active, yes. All right, thank you for your help. I appreciate it.
[CUSTOMER][POSITIVE] You're welcome, dear. Have a good night, [PII].
[AGENT][POSITIVE] Alright, have a good night. Alright, bye.
[CUSTOMER][POSITIVE] Thanks, bye.
[AGENT][POSITIVE] All right [PII], I'm so sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I did speak to that customer service rep and it looks like uh there was one point where the policy might have lapsed and typically when it comes back up by default it will only do the policy holder. I don't know it's just like a weird little hiccup.
[AGENT][NEUTRAL] But you do still have couple coverage so we he is active, he has been active we just kind of we changed it if you go back to look um it should show him active there shouldn't be any um gaps in his coverage or anything like that. It was just kind of a little weird, had to change the L2 and A kind of thing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. And is there any way I could file a claim with you?
[AGENT][POSITIVE] Oh yeah, well, I'm sorry about the confusion.
[AGENT][NEUTRAL] I can't take anything over the phone unfortunately I will say um the quickest and easiest way to get claim information to us is going to be through our online portal yes ma'am.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Online?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I had another question.
[AGENT][NEUTRAL] Did you need any information regarding that? Have you done that before?
[CUSTOMER][NEUTRAL] No, I've, I've done it before. I just, since I had you on the phone, I thought it out, no problem. Um, I do have another, yeah, I do have another question, so, um.
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Oh yeah, absolutely.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Right now I'm on medical leave and I know um APL is no longer with the brokerage company that I do work with so my question is if I wanted to stay with APL as opposed to moving to whatever uh group that they are now working with, would that be possible? because I was set up with a group account with you guys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, um, so it depends, it does depend, um, are you particularly, let me take a look really quick.
[CUSTOMER][NEUTRAL] And, and, and
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it is just the, just the cancer. OK, let me get that policy pulled up really quick because even though it says group it really does depend sometimes so I'm just gonna take a look at the policy and if it's got that uh portability writer, um that is definitely a possibility. So give me just do you know when that's going to happen kind of sort of?
[CUSTOMER][NEUTRAL] Just for the cancer insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00 yeah, so the, the changeover was um July of last year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, it had already happened.
[CUSTOMER][NEUTRAL] Yes, so they're already working with a new company called MetLife, and so because I was still on leave and still utilizing you guys because I've been off, that's why I've been with you guys, and once I go back to work, that won't be the case anymore.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I see. OK, let's see. Give me just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I do see that portability writer under this policy so um again I'm sorry, this would be something if you wanted further information this would go to our customer service department so I would transfer you to them to speak with them um did you wanna do that now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, do you have any other questions for me before I transfer you?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alrighty well I appreciate you calling and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] APL, this is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm doing well how about yourself?
[AGENT][POSITIVE] Doing alright thank you. I've got a member on the line um I actually just called customer service and she was like actually one other thing I was like, OK, customer service again.
[AGENT][NEUTRAL] So this time she is wanting to ask about um uh porting her policy over she said I guess her employer had already switched to somebody different but she's been receiving it since she's been out of work um so and I do see on the policy she's got the portability router but um.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] I, you know, I know that's all y'all.
[AGENT][NEUTRAL] That is 2329682.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] He said she's no longer with the group.
[AGENT][NEUTRAL] No, she is still with that employer. Her group had switched to a different carrier. It's a Union Bank.
[CUSTOMER][NEUTRAL] Oh, OK. There's already a term date. OK, I see it. Alright, you can go ahead and send this [PII] to me. Do you have a callback number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it is [PII].
[CUSTOMER][POSITIVE] Thank you for that.
[AGENT][POSITIVE] Of course. All right. All right. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Alright, I'm ready.