AccountId: 011433970860
ContactId: 3d24c141-bdf3-4fa4-860d-8be668a1d8cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 713960 ms
Total Talk Time (AGENT): 327340 ms
Total Talk Time (CUSTOMER): 335881 ms
Interruptions: 7
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/3d24c141-bdf3-4fa4-860d-8be668a1d8cf_20250430T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Hi, my name is [PII] in [PII]. I had called you all, I think at the one year anniversary of my, um my group hospital indemnity policy to cancel it, and I was trying to find my email because I thought the girl had canceled it and sent me an email, but I still see that I'm being billed every month since.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it looks like policy is 02483130.
[AGENT][NEUTRAL] Thank you. Give me just a moment. I'll pull it up. We'll do a quick verification.
[AGENT][NEUTRAL] We will go from there. Alright, Miss [PII], can we verify your date of birth and then your address, please?
[CUSTOMER][NEUTRAL] [PII]. Home address is [PII].
[CUSTOMER][NEUTRAL] And that's in [PII].
[AGENT][POSITIVE] Wonderful. OK, so, uh, this policy term, I do see it was paid through the month of March, term [PII].
[AGENT][NEUTRAL] [PII]. OK, yeah, the group would have had to have canceled it. APM because it's tied to the group and we can't cancel groups that are on, uh, payroll deduction.
[AGENT][NEUTRAL] So the group apparently.
[CUSTOMER][NEUTRAL] It's not on payroll deduction it comes automatically out of my bank account I had discussed with her as well.
[AGENT][NEUTRAL] Let me, let me look at that because we're not showing you step for bank draft over here.
[AGENT][NEUTRAL] Oh [PII], um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] For 13,050?
[CUSTOMER][NEUTRAL] Is this the one that's 26884? Is it a 1:30? I'm not sure which one.
[AGENT][NEUTRAL] This is 13,050.
[AGENT][NEUTRAL] Right, and let me look at notes.
[CUSTOMER][NEUTRAL] 1:30 50, OK, yeah, and.
[AGENT][NEGATIVE] I just don't know how that's the only policy you have with us 13,050, but it is canceled.
[CUSTOMER][NEUTRAL] No, there was, there was another one, which was 26884 is what I'm paying on that and I think that is like the dental.
[AGENT][NEUTRAL] And that's with APL?
[CUSTOMER][NEUTRAL] Uh, let's include
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, whoever called me on it, um, uh, I don't know if like brokers sell these policies, um, so I thought that one I, I like I thought everything was through FA benefits like financial adviser benefits, um.
[AGENT][NEUTRAL] Oh, I don't know who that is.
[CUSTOMER][NEUTRAL] Fab group, so maybe I guess you guys have third parties that sell it.
[CUSTOMER][NEUTRAL] So, um, so I do, I do have another policy for 26884, but that must.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That must be that one let me look at my um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] I'm only seeing the 13,050 for the hospital indemnity.
[CUSTOMER][NEUTRAL] But you said that term
[CUSTOMER][NEUTRAL] OK, and that's the one I wanted to cancel, but you see that it was termed out um in the end of March or first of March?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] at the end of March, the end of March, it paid through March.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] They have I pretty much balanced by checking account by the quarter because I get paid quarterly um let me go back into it.
[AGENT][NEUTRAL] I'm seeing the last payment we received was on total amount received was on [PII] and it probably would not have shown up on your your end for another couple of days after that.
[AGENT][NEUTRAL] Um, so probably April, you know, maybe [PII] or [PII] or [PII], something like that, but on our end it shows [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] So I have from my bank Fabro benefits 13,050 on [PII].
[AGENT][NEUTRAL] OK, so it shows on your end before it does our end then, OK.
[CUSTOMER][NEUTRAL] Um, so that
[CUSTOMER][NEUTRAL] Yeah, and then it came out again on [PII], 1:3050.
[AGENT][NEUTRAL] Uh, um, I don't see that here. Who took it out of your account?
[CUSTOMER][NEUTRAL] I guess whoever this fab group benefits is.
[AGENT][NEUTRAL] OK, now we're not seeing it here at APL.
[AGENT][NEUTRAL] Your last payment here was 32825.
[AGENT][NEUTRAL] On, uh, for 13,050.
[AGENT][NEUTRAL] And that pay you through the month of March.
[CUSTOMER][NEUTRAL] I don't see where it like.
[CUSTOMER][NEUTRAL] I don't see where they said oops we weren't supposed to do that and put it back so um.
[CUSTOMER][NEUTRAL] And so through the end of March and that's when it turned because when did I call in to cancel was I was it in March? I think so.
[AGENT][NEUTRAL] Let me take a look.
[AGENT][NEUTRAL] It looks like
[AGENT][NEUTRAL] It looks like [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last one you show is the [PII], so that's one I guess that's was the first effective date that one should come out then if I call on the [PII].
[AGENT][NEUTRAL] Um, called the [PII]. That was the last, yeah, OK, so you call the [PII] and that, and then, then the payment came through on the [PII], and that's been the last one your policy's been term since then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Alright, so I guess I gotta figure out who's taking money out of my account, huh? I don't know if it's coming out of me and then sending it to sending it to you guys. I'm not sure how it's how that works.
[AGENT][NEUTRAL] Yes, sir, you'll need to.
[AGENT][NEUTRAL] We wouldn't, I'm not showing anything it's been refunded, you know, received and refunded since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, because they definitely it's right there they took out.
[CUSTOMER][NEUTRAL] The 150 130 50.
[CUSTOMER][NEUTRAL] Um, and.
[CUSTOMER][NEUTRAL] [PII], that was the one and then the other one.
[CUSTOMER][NEUTRAL] I'll have to look and see where that one is so.
[CUSTOMER][NEUTRAL] Maybe whoever this fab group somehow they're handling it um so I'm gonna pull up my information on the policies that I have and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Were you employed with Associates for Independent Financial 18126 hold on let me get the full name of the group.
[CUSTOMER][NEUTRAL] Yes, yeah, yeah, independent financial partners.
[AGENT][NEUTRAL] OK, that's who this was all through.
[AGENT][NEUTRAL] That's who whoever their brokers are.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] That's who it's through.
[CUSTOMER][NEUTRAL] And see that's the thing the the the woman sent us email sent us information I spoke with her and it was completely done because I was my myself and my daughter were the only ones that were to my understanding were purchasing it um and it wasn't done through our payroll she took.
[CUSTOMER][NEUTRAL] My personal account information and did it that way so um.
[AGENT][NEUTRAL] And I'm not showing any kind of personal account on this, on your policy.
[AGENT][NEGATIVE] So that's not right. There's nothing here for bank draft.
[CUSTOMER][NEUTRAL] That for bank draft.
[CUSTOMER][NEUTRAL] 3098 is the ending of my.
[AGENT][NEGATIVE] There's absolutely nothing.
[CUSTOMER][NEUTRAL] So you don't have bank drafts so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So how are you guys receiving the money then?
[AGENT][NEUTRAL] The group sends us some money.
[AGENT][NEUTRAL] The company associates for Independent and Financial.
[CUSTOMER][NEUTRAL] And it's not through our it's not through our payrolls it is not coming out of it's not coming out of them.
[AGENT][NEUTRAL] No, we don't have, we can't touch a person's payroll check, right? Right. We don't touch, we have nothing to do with that, so.
[CUSTOMER][NEUTRAL] Yeah, it's it's, it's.
[CUSTOMER][NEGATIVE] Yeah and it's and it's not them sending the money because.
[CUSTOMER][NEUTRAL] They don't even know anything about I, I do, I do the payroll basically part of the payroll, um, get everything ready so I'm like going, it's coming they're taking it out of my personal account so I guess I need to figure out who this broker was or whoever it was that sold us these policies and and.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] I can give you the name of the, the broker and um who I do see [PII]'s name on here and we, we work close with hers for submitting enrollments and I can give you [PII]'s, her name is [PII].
[AGENT][NEUTRAL] And I can give you her email address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I find her in our system as far as a phone number.
[CUSTOMER][NEGATIVE] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] alright that looks familiar and you said you have her email and phone number?
[AGENT][NEUTRAL] Well, I have to find her phone number, but I do have her email right here and it is a [PII]. I do pronounce it with a [PII], um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, um, what am I looking for?
[CUSTOMER][NEUTRAL] I'm sorry, you said, so it's [PII]?
[AGENT][NEUTRAL] No, no, the letter [PII] [PII] and then her last, no, no, I'm, I'm sorry, I'm horse, um, so it's her first initial last name.
[CUSTOMER][NEUTRAL] OK, I'm sorry, you said [PII].
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] [PII], then the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], Advisor, A [PII] [PII] R Benefits.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and you just had her, you just have her email you don't have a phone number which I should have it in my email. I can look it up.
[AGENT][NEUTRAL] Right, let me see
[AGENT][NEUTRAL] She is, let me see if I can find um the actual broker's phone number in here. And there's [PII], his name is [PII].
[AGENT][NEUTRAL] But [PII] is who we work with very closely.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I can give you [PII]'s number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Um, his number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright well let me see if I can get somewhere with them on it, so I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I tell you what, there is a number up here.
[CUSTOMER][NEUTRAL] Because you're, you're showing that no you're saying no drafts have happened since March or no no payments towards the.
[AGENT][NEUTRAL] Um, I've never seen a draft on your, I've never seen a draft on your policy because we do not have any kind of, we don't have an account number, we don't have a routing nothing, it's blank.
[AGENT][NEUTRAL] So it's coming from and that.
[CUSTOMER][NEUTRAL] So, so let me change, let's say change my terminology you've not received no payments or premium payments on the policy since [PII].
[AGENT][POSITIVE] Correct. Yes, ma'am. Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give you a number of things for [PII] it says [PII] and [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, sounds good.
[CUSTOMER][POSITIVE] Alright, I will reach out to them. I appreciate your help. I'll call you back if I find I need anything else, so.
[AGENT][POSITIVE] OK, wonderful.
[AGENT][POSITIVE] OK. All right, please do, please do. And I hope you get this straightened out today.
[CUSTOMER][NEUTRAL] I, OK.
[AGENT][NEUTRAL] Was there anything else we can help you with at the moment?
[CUSTOMER][POSITIVE] Great, thank you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I think that'll do it.
[AGENT][POSITIVE] Well, thank you for calling the APL and I hope you get this straightened out and you have a great day.
[CUSTOMER][POSITIVE] You too thank you alright bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.