AccountId: 011433970860
ContactId: 30013650-defe-4c56-87d4-eda56f02a71d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421459 ms
Total Talk Time (AGENT): 192179 ms
Total Talk Time (CUSTOMER): 186591 ms
Interruptions: 6
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/30013650-defe-4c56-87d4-eda56f02a71d_20250414T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good morning, it's [PII], and I had a policy with you all and unbeknownst to me, um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It was canceled until I didn't know about this until Friday. I learned of this last Thursday actually, so I'm just trying to find out when I logged into my account it says lapsed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you give me any insight on this?
[AGENT][NEUTRAL] Yes ma'am, I can help you with your policy. Miss [PII], can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] [PII] and I am [PII].
[AGENT][POSITIVE] Thank you, ma'am. And then, can you
[CUSTOMER][NEUTRAL] You all returned my call on Friday but I was out. I'm sorry.
[AGENT][NEUTRAL] Oh, that's OK. Can you give me your um policy number?
[CUSTOMER][NEUTRAL] Yes, hold on, let me, I had it and I got off of it one minute um 01950867.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify for me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you ma'am, and then also your address, phone number and email address that we have on the policy for you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, you should have a [PII].
[CUSTOMER][NEUTRAL] [PII] and I'm sorry, what else you need?
[AGENT][NEUTRAL] Your email address and your phone number on the policy.
[CUSTOMER][NEUTRAL] [PII] and it should be [PII].
[AGENT][POSITIVE] Thank you, I appreciate you verifying your policy for me. Alright, let me look and see.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I'm trying to see if there's any notes in here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've had other issues with other insurances and that's why I'm trying to figure out if there's a payroll problem that they're not paying it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, because it's being taken from my check like it's supposed to be, but I've come to learn that other policies were not being paid, so I'm trying to get to the bottom and I apologize, yes ma'am.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yes, I understand. I under and I would wanna get to the bottom of it too, um, so what I'm going to do is I'm gonna transfer you on over to group billing because I show that you're with the group, uh, Delta Administrative services, is that correct? OK, I'm gonna go ahead mhm yes.
[CUSTOMER][NEGATIVE] No sweet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am, yes ma'am, but before you get me over there, before you get me over there, can you tell me if the yearly benefits were paid out while I had it or am I still eligible to claim the yearly benefits if not?
[AGENT][NEUTRAL] Sure, I can.
[CUSTOMER][NEUTRAL] The $50 yearly before you get me to them, I'm sorry.
[AGENT][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Because I have an accident and I had critical illness with you all right?
[AGENT][NEGATIVE] OK. Now the policy that I have pulled up is a critical illness.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And that's the only policy that I show with us.
[CUSTOMER][NEUTRAL] It may be Guardian, yeah, it's probably Guardian I had for the accident, so that's fine yes ma'am.
[AGENT][NEUTRAL] OK. OK. So I do show that you had a group critical illness and on this policy, um.
[AGENT][NEUTRAL] You do have a health screenwriter of $50.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] A calendar year, so you would have to send in a claim to submit a claim for that and let me see if you have submitted any claims.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Does it say that I already did it or not? That's what I, yes ma'am. That's what I'm trying to figure out because I had me and my husband.
[AGENT][NEUTRAL] The last one.
[AGENT][NEUTRAL] Right, the last one that I see was submitted on [PII].
[CUSTOMER][NEUTRAL] OK, so that means I, I probably did it for both.
[AGENT][NEUTRAL] And that was paid by direct deposit.
[CUSTOMER][POSITIVE] Perfect. That's no problem. OK, so that I did claim the, the yearly. OK, alright, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so welcome. It's gonna be a brief hold while I transfer you on over so that we can get some further help, OK?
[CUSTOMER][POSITIVE] Yes ma'am thank you so much.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][POSITIVE] You have a wonderful day too, and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APS. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um an insured on the phone. Her name is Ms. [PII]. Her policy number is 1950867.
[AGENT][NEUTRAL] She is showing that she has lapsed on her policy and she is still with the group and they're still taking premium from her check, so she wants to know why she's lapsed and she has verified all of her information.
[CUSTOMER][NEUTRAL] OK, did you
[CUSTOMER][NEUTRAL] OK, since she is um under a group, she will have to contact the group about that.
[AGENT][POSITIVE] OK, OK, I will make sure that I let her know. I appreciate you.
[CUSTOMER][POSITIVE] No problem. Have a good day.
[AGENT][POSITIVE] Alright, thanks for letting me know. Alright, bye-bye.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I've got another direction I need to guide you in, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you'll need to contact Delta Administrative Services.
[CUSTOMER][NEGATIVE] Well, that's where I, I'm not getting any answers. What all I need to know is if my if the policy was paid up to the day that they canceled it or did y'all cancel it because of nonpayment? That's all I need to know.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] All I have, the only information I have is the paid to date is [PII] that it was paid up to that day.
[CUSTOMER][POSITIVE] OK, so it was paid until that day. OK, thank you so much for your help, baby. You have a great day.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome. You have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] OK, all right, thank you, bye bye.
[AGENT][NEUTRAL] Bye bye.