AccountId: 011433970860
ContactId: 34fa21a7-fbbf-466e-a220-4797523347d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431420 ms
Total Talk Time (AGENT): 179101 ms
Total Talk Time (CUSTOMER): 162036 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/34fa21a7-fbbf-466e-a220-4797523347d8_20250107T15:03_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. I have a question. Um,
[CUSTOMER][NEUTRAL] I was on a pop, I was
[CUSTOMER][NEUTRAL] I started a new job. I had a policy just with me, with me on there. Um, then I switched it and put my daughter on it, I depended on there. Is that a reason why y'all will cancel my um insurance?
[AGENT][NEUTRAL] Alright, let's take a look at it. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] I don't know the new policy number.
[AGENT][NEUTRAL] OK, can I search it by your social?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 72.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] [PII] and I hope I didn't boss up, botch up your nouns, pronounce your name for me again.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] We'll check it out.
[AGENT][NEUTRAL] And do you have several policies with us?
[CUSTOMER][NEUTRAL] Yeah, I have dental I, um.
[CUSTOMER][NEUTRAL] I think a life insurance policy, accidental, I have a couple of things.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's your date of birth and your complete mailing address?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. And so you're asking why your policies are no longer active?
[CUSTOMER][NEUTRAL] I think this one is just canceled, um, I think the policy ended in 2262.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] So that's your medical.
[AGENT][NEUTRAL] Um, I'm showing that all of your policies you had the group term life, the hospital indemnity, which is your medical, the group accident.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Um, critical illness and a disability policy.
[AGENT][NEUTRAL] And those are active, it says.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, future labs date to this policy notification from your group from your employer, so you would need to reach out to your employer as to why.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] They can, so they did cancel everything.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Cause I just got my new insurance card for my eyes.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] And so your vision, your vision must be administered by a different company because I don't show vision that we have vision.
[AGENT][NEUTRAL] Are your other
[CUSTOMER][NEUTRAL] Yeah, I guess I my new
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I don't know about nothing else. All I know about, I just received this thing from uh APL.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And it say electronic phone.
[AGENT][NEUTRAL] What does it say?
[CUSTOMER][NEUTRAL] It's just say electronic funds and it just uh told me to fill this paper out.
[CUSTOMER][NEUTRAL] If I was no longer with the cover, it says your American Life Insurance APL offers a portability benefit. Port B benefits is option to take certain employees' benefits with you, should you retire or charge changed employers.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I didn't change employees.
[CUSTOMER][NEUTRAL] Why.
[AGENT][NEUTRAL] OK, but the, the policy is no longer active, can't verify why because the notification came from your group. The letter that you have in your hand, it's basically saying, uh, some of the policies that you have with us, if you, if you want to continue the coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's saying that you are able to port the policy or keep the policy if you would like and pay it on your own.
[AGENT][NEUTRAL] How many of those letters did you receive?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just 2.
[AGENT][NEUTRAL] Is there a policy number on the letter?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] It is different from what I just read you. This one is in
[CUSTOMER][NEUTRAL] This one is 0255.
[CUSTOMER][NEUTRAL] 2284. This is, this is totally different from what I just told you the first time the end.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, so that's your group accident and the other one is your hospital indemnity. So it's saying that those two policies, if you want to keep those, you can.
[AGENT][NEUTRAL] That's what it's saying.
[CUSTOMER][NEGATIVE] But I have to pay out of my pocket. I have to pay your myself. It won't come out of my paycheck?
[AGENT][NEUTRAL] Well, they can direct, they can, they can, uh, deduct it from your account.
[AGENT][NEUTRAL] They can do that.
[CUSTOMER][NEUTRAL] So should I bring it back in?
[AGENT][NEUTRAL] I'm sorry. Yeah, you'll have to sign, is it asking for you to sign the letter if you want to keep the policies?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, but if you're telling me that um it was canceled.
[AGENT][NEUTRAL] Through your employer, but that that letter is saying you have an option to keep the policies with American Public Life, but instead of them being receiving premiums from your employer, they would direct it, they would deduct it from your account or however you choose to make the premiums yourself.
[AGENT][NEUTRAL] That's what that's saying.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Yeah, but I just called my employer and they said they don't even know what I was talking about.
[AGENT][NEUTRAL] Yeah, because the letter came from American Public Life.
[AGENT][NEUTRAL] And so we're just asking you if you want to keep those two policies, you can.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] So they wouldn't know about the letter.
[CUSTOMER][NEUTRAL] But you said I don't have insurance period, right?
[AGENT][NEUTRAL] Your employer sent notification to turn your policies, so they're no longer active at this time. If you choose to keep the two policy numbers that you have.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] American Public Life is asking you if you want to keep the hospital indemnity and the group accident, you can, but you have to fill out those forms that you have in your hand and send them back to American Public Life.
[AGENT][NEUTRAL] And I can, yeah.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] That's what the paper the lette[PII] are saying.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But let me, I, I like to reach out to them again cause I'm don't understand why.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, anything else I can help out with today?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK. All [PII]. Well, thank you.