AccountId: 011433970860
ContactId: 333d5da2-551f-40a5-b8fd-9ad6c5d616ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 563900 ms
Total Talk Time (AGENT): 240045 ms
Total Talk Time (CUSTOMER): 316212 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/333d5da2-551f-40a5-b8fd-9ad6c5d616ce_20250114T18:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. The policy number is 2426669.
[AGENT][NEUTRAL] OK, Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] Thank you for that. And I have your policy pulled here and Ms. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yes, uh, [PII] email address uh could be, should be [PII]. I'm sorry, [PII]. That's what it is.
[AGENT][POSITIVE] Alrighty, and thank you so much for verifying your information. And how may I help you today?
[CUSTOMER][NEUTRAL] Yes, I received a termination notice and I don't, it was saying something about.
[CUSTOMER][NEGATIVE] Some forms that were not received, but I, I was the one that called and was inquiring because um there was a payment that they changed everything. I don't know. I left my job um it was last May.
[CUSTOMER][NEGATIVE] Uh, the latter part of [PII] to be exact, [PII], and you are still taking my payment and then uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I saw the I think the first time I called.
[CUSTOMER][NEUTRAL] It was probably sometime maybe November.
[AGENT][NEUTRAL] Mhm. Well, I'm looking at the.
[CUSTOMER][NEUTRAL] And then uh
[AGENT][NEUTRAL] The notes. I see what you're talking about.
[CUSTOMER][NEUTRAL] The lady said
[CUSTOMER][NEUTRAL] The lady said that she was going to uh send some forms out because I just wanted them, you know, I wanted you guys to know that I was uh that I had retired that's what it was. I called to let you uh-huh and so I was told that everything was going to remain the same, you know, because I, you know, covered was just me and my husband and um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The amount and everything was still the same, but uh so I don't know why my, I don't know why my policy was canceled and the lady, the last time I talked to her was, I thought the early part of December in which she said that there were going to be some forms sent out, uh, and so I agreed to send the payment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The 5384, but then I wasn't understanding why that was because I, I, you know, the, the, uh, account that this money comes from, you know, has, you know, been there. I've had it for over 30 years, so I didn't know why you all just didn't take the money, but I did send the check and.
[CUSTOMER][NEUTRAL] The check cleared the latter part of December and then and then I received the check back from you guys it was just a, a check in the mail saying something about laps.
[CUSTOMER][NEUTRAL] So I'm confused about why and then uh a few days ago you all took another payment from me so I was just wondering why, why did everything happen the way that happened uh-huh.
[AGENT][NEUTRAL] What's going on?
[AGENT][NEUTRAL] OK. Well, first, um, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So there's a few things going on here. So at the time that you retired, we were also, um, basically it's the same cancer policy, but the name of it changed, so it generated a new policy number.
[AGENT][NEUTRAL] So this is all happening at the same time that you're retiring. We were sending letters out to our cancer policyholders, just letting them know if everything is the same, it just generated a new policy number cause the, it changed from like number 14 to like 007, nothing major. It just because the name changed, it generated a new policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you can disregard those letters because it kind of you call while we were doing that, so you kind of call before we got the letter out to you asking if you wanted it still. So you kind of intercepted that. So and that's, that's what's going on with the changes. Your policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh-huh.
[AGENT][NEUTRAL] Um, it, let me go back to that screen first. Yeah, it's active, it's active in our system since [PII] because that's when the old policy, the GC 14, that's when those all end, and then so now you have your active policy and I said it changed to 7, it changed to 24, but it's the same policy, same amount, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] OK, can you still send, can you send something in writing because.
[CUSTOMER][NEGATIVE] I, the, the, when they sent the other check, they didn't send a termination notice, but this termination notice that I got uh yesterday was saying that they had made several attempts.
[CUSTOMER][NEUTRAL] You know, to reach me, but I've been calling you guys and I've spoken, you know, with someone, but it was saying.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] You will find a refund check. Well, the refund check wasn't in this letter. I just got this one yesterday.
[CUSTOMER][NEUTRAL] There was no check in it, but I got one a check, you know, before that, prior to that.
[AGENT][NEUTRAL] OK. Hold on one moment.
[CUSTOMER][NEUTRAL] And so that's why I'm saying it's, you know, if you could send a notice saying that it's not lapsed because it's saying that it's lapsed.
[AGENT][NEUTRAL] Well, what's the policy number on that letter? Is the 6669?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] So that is true, that policy is lapsed because that's the old product. You have, uh, your active one though, um did you need like a
[CUSTOMER][NEUTRAL] The old one, OK.
[AGENT][NEUTRAL] Like maybe a coverage letter?
[CUSTOMER][NEUTRAL] Well, could you send a letter saying that the that the new one started on this day or whatever, right? Because I just need to keep up with it because I, I file everything.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][POSITIVE] Yes, ma'am, keep all your receipts.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I will go ahead
[CUSTOMER][NEUTRAL] So and then so now I don't have to. Is there anything else that I need to do? Because I'm, I'm just used to them taking it out. I prefer they just take it out.
[AGENT][NEUTRAL] like.
[CUSTOMER][NEUTRAL] Out of my check every month, you know.
[AGENT][NEUTRAL] Let me see how this one is. Hold on one moment.
[CUSTOMER][NEUTRAL] Out of that same account?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yeah, no, you don't have to make like any other payment a payment right now. The last payment.
[AGENT][NEUTRAL] It was billed 5384 on [PII] and then we received the payment on [PII]. So your, your policy is paid, the active policy is up to date, but I can definitely have a coverage letter sent out to you just showing like when this, uh, the new policy became active. I sure can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, I would appreciate it.
[CUSTOMER][NEUTRAL] And so they'll still be taking it out on at the same time like on the [PII] between.
[AGENT][NEUTRAL] Let me see if it shows the date.
[CUSTOMER][NEUTRAL] What, what does it show which day? Because I think it's the [PII], I wanna say.
[CUSTOMER][NEUTRAL] And that was another thing because see I usually on my job, I, my payday was the [PII] of each month. Now that I'm retired it's like the end of the month, you know, between the [PII] and the [PII].
[AGENT][NEUTRAL] Hold on one moment let me see if I can see here.
[CUSTOMER][NEUTRAL] I think the, OK.
[AGENT][NEUTRAL] What did it do?
[AGENT][NEUTRAL] I see the [PII], so it could be on around the [PII].
[CUSTOMER][NEUTRAL] OK. The [PII] is fine.
[CUSTOMER][NEUTRAL] OK, that's fine, that's fine and so I don't need to do anything else. There are not any more forms that I need to complete?
[AGENT][NEUTRAL] No, ma'am. Everything is good to go. Um, I don't think you, um,
[AGENT][NEUTRAL] In terms of the forms and everything, you can, you can just disregard all of that because you
[AGENT][NEUTRAL] You got it on the back end, but we had already talked to you on the phone, but they were already being sent out. So, um, you could just disregard those, the old one is lapsed, the new one is current, and paid that that pay to date is [PII], so we did receive the last.
[CUSTOMER][NEUTRAL] Oh OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so you'll send a, you'll send me a notice saying that.
[AGENT][NEUTRAL] Of the
[CUSTOMER][NEUTRAL] Cover, you know, the cover, yeah, the, uh-huh, yes, the letter, you know what you just.
[AGENT][NEUTRAL] Premium
[AGENT][NEUTRAL] I'll put it in the
[AGENT][NEUTRAL] When I send the request for the letter, I'll um ask them to mention the amounts paid for this year. I'm not sure if that goes in the coverage letter. I know it shows like when it was open, how long it's been affecting all of that.
[CUSTOMER][NEUTRAL] Oh OK, no, no, no, that's all I was making sure that it was still active. That's all I needed was a letter saying that it was active, right? Because I, you know, my bank statements show that it was paid to say recently in January. OK, so if you just send that letter, that is fine, uh-huh, what's your name again?
[AGENT][NEUTRAL] Oh, yes, ma'am. That's true too. I forgot about the bank statement. Yes, ma'am.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], you've been a big help. Thanks a lot. Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that is fine, thank you.
[AGENT][POSITIVE] Alright, well, thanks so much for calling APL. I hope you have a great day and [PII] [PII].
[CUSTOMER][POSITIVE] Uh-huh, happy [PII]. bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.