AccountId: 011433970860
ContactId: 39964a13-5795-4f21-a2f0-aeb36a3dc858
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 569219 ms
Total Talk Time (AGENT): 199220 ms
Total Talk Time (CUSTOMER): 259907 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/39964a13-5795-4f21-a2f0-aeb36a3dc858_20250325T21:08_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] Hi [PII], I received a letter from your company about.
[CUSTOMER][NEUTRAL] A refund payment received towards lapsed policy first of all, let me state that I don't recognize the name of your company, so I don't know what policy this is regarding.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, I can certainly help you.
[AGENT][NEUTRAL] And what is your last name?
[CUSTOMER][NEUTRAL] Um, I prefer to give you the, the payee reference number or the check number or the something like that.
[AGENT][NEUTRAL] OK. And what's, do you have?
[CUSTOMER][NEGATIVE] Because I don't recognize your company.
[AGENT][NEUTRAL] Yeah, that's fine and we're APL we um have group policies as well as individual policies.
[CUSTOMER][NEUTRAL] Right, but I
[AGENT][NEUTRAL] Mhm. I understand.
[CUSTOMER][NEUTRAL] Right, but what I'm telling you is that I, I don't recognize your company as a company I have a policy with, so the payee reference number is 002237918.
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's that date, what's the date on the letter?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll tell you what, let me get you to, if that was a refund due to a premium, a lapse policy, is that what it's stating?
[CUSTOMER][NEUTRAL] That's what it's stating that I don't know what kind of policy I have with your company because I know my life insurance is with another company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] That I have with my, my life my insurance guy and then my insurance with my employer I don't know who that's with they've never told me who it's with and I don't know why it would be lapsed because it gets deducted out of my check.
[AGENT][NEUTRAL] I understand. And do you mind giving me a call back number? I'm going to check on this for you if you don't mind holding just a moment and if we get disconnected I can get right back to you. Would you mind sharing that information? OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII] is the area code.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is just your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], thank you.
[AGENT][NEUTRAL] Would your last name happen to be [PII]? because I did find a policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you tell me what company is it with my employer or something?
[AGENT][NEUTRAL] So this was with an association of professional flight attendants.
[CUSTOMER][NEUTRAL] I had a life insurance policy with them.
[AGENT][NEUTRAL] It wasn't an accident policy.
[AGENT][NEUTRAL] Is that to make sense?
[CUSTOMER][NEGATIVE] OK, yes, uh, that they canceled on that they that they canceled on me without telling me about a year or two ago, yeah.
[AGENT][NEUTRAL] Yeah, OK, let me get you to our customer service department and because they're the ones that would have sent that out, do you mind holding just one moment?
[CUSTOMER][NEUTRAL] OK, yeah, that's fine.
[AGENT][POSITIVE] All right. Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hey Beach fun.
[CUSTOMER][NEUTRAL] Hey, [PII]. How are you?
[AGENT][NEUTRAL] I'm good. How are you? I have an interesting situation. I need you to see if you can help her. I have a lady on the line that said that she received a letter regarding refund of a lapse policy.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At first she wouldn't give me her name.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I did finally because she doesn't recognize the company.
[AGENT][NEUTRAL] I did get a callback number and then I got her first name now she gave me a reference number that was on the.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Letter
[AGENT][NEUTRAL] And her phone number's restricted so you can't even see that, um, but I did pull up a policy 223-791-8.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she did verify her name but she wouldn't verify anything else because
[AGENT][NEUTRAL] I did tell her that you know it was through um associated professional flight attendant [PII] and I think it was starting to ring a bell but she needs to know what this letter is in regards to but again I couldn't get her to verify.
[AGENT][NEUTRAL] Her date of birth because she's trying to figure this out. I mean, she thinks, you know, that it could be.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] A fraud or something, so.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] Yeah, what is her callback number?
[AGENT][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] [PII]. She said that the letter was dated of March in March, and I don't see any previous or current notes in the system.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm not sure.
[CUSTOMER][NEUTRAL] I think that group has lapsed.
[AGENT][NEUTRAL] Yeah, the group has, but I don't know why she's got a letter from us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Regarding the refund for a lapse, yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Policy has been lapsed since [PII].
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] It never was in effect.
[AGENT][NEUTRAL] I know.
[AGENT][NEGATIVE] But she's not giving me much information if it was a, a refund from a lapsed policy, I'm hoping maybe you can find something.
[CUSTOMER][NEUTRAL] They know.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Refund payment received towards lapse policy.
[CUSTOMER][NEGATIVE] Member canceled prior to rollover approved by management.
[AGENT][NEUTRAL] That was back in August.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][POSITIVE] OK, thank you. You know, let me get her on the line.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] on the line. She's going to assist you further and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, good afternoon, [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I'm looking at the notes on the policy.
[CUSTOMER][NEUTRAL] This was a cancer policy through associated so the association of professional flight attendants. What happened was, yeah, what happened was I took out a disability accident and disability policy with Aflac and then the union changed it over to your company and went without me realizing it and when I went to go file a disability claim, they said I don't have disability. I had an accident policy.
[CUSTOMER][NEGATIVE] And I said I don't have an accident. I have, I need disability. And so I found out that this policy doesn't cover the same things that the one I thought I took out years earlier. So I said I don't want this policy. And so I asked them to cancel it. I asked the union if they how to cancel it and next thing I said, how do I cancel it or how do I contact these people and cancel it? And the next thing I know, the union canceled it. And so I, I didn't even get to talk to you guys. I didn't even know who you were. I didn't know your name or anything like that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well that's what the.
[CUSTOMER][NEUTRAL] Yeah, I'm sorry, go ahead.
[CUSTOMER][NEGATIVE] I'm just saying now I'm getting this letter from your company that I've never heard of and it says you're asking about a refund check that you sent me for a lapsed policy and like I said, I, with the name of your company, I thought it was life insurance and I knew it wasn't my life insurance.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So are you asking me for money or you, you supposedly sent me a charge that I didn't get, uh, we sent a check on [PII] of last year, um, that let me see if I can.
[CUSTOMER][NEUTRAL] It's I've got a copy of the letter. Uh, is it stating that we.
[CUSTOMER][NEUTRAL] Maybe we the check has not been cleared and they're wanting to know if you want to re reissued.
[CUSTOMER][NEUTRAL] Yes it says outstanding check number. During a routine audit of our records, we discovered the above reference check number issued to you has not been presented to our bank for payment. We have listed additional information below to assist you in locating or determining the status, and then they want me to.