AccountId: 011433970860
ContactId: 3e6c8d86-f984-41a5-bbb7-a3691163d61f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 611039 ms
Total Talk Time (AGENT): 284497 ms
Total Talk Time (CUSTOMER): 391187 ms
Interruptions: 10
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/3e6c8d86-f984-41a5-bbb7-a3691163d61f_20250213T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in Broker Resources. Can I give you a policy number? I have a question. I just, I kinda, I need this person wants to go on direct bill and I need to know how much premiums they need to send in. Can you help me with that or do I need to go to billing?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. I, I sure can. I can, I hope.
[CUSTOMER][NEUTRAL] OK, OK, OK, it's 22 are you writing? I'm sorry.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK, it's 229-1104.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] And you say how much premium they need to send in?
[CUSTOMER][NEGATIVE] Yeah, so the broker called well actually the broker emailed the other day and he didn't give me like a product list and he said, he said, hey, he said, I've got this person. A lot of my customers are being, are not continuing their life. He didn't tell me it was life. He just said their coverages, um, and I just said, well, if you have one, send it over with the details if they wanna go on direct bill and we'll send it over. So he emailed it to the care team. They canceled the coverage to [PII].
[CUSTOMER][NEUTRAL] [PII] because he said that's when they're gonna term and that they want to keep the life insurance policy. So on my hunt to figure out what we need to do apparently there's a portability form in the back of the life insurance policy which I wasn't aware of so I'm gonna let him know that, but on that letter it says that they need to send in premiums um with it, but I didn't know how much they need to send in because it said it's the quarterly premium.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, um, it just depends now I can if they want to be on a monthly bank draft, they can just send in like the first month's premium to get it caught up and then we could put them on bank draft, but if they do want to pay it quarterly, it will kind of the same thing they can just send in a month and then we could, they would receive a bit a quarterly billing if that's what they choose, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, so my other question is, sorry, I didn't mean to cut you off. So, so when the email came in care team got it they sent it over to, you know, to the appropriate place to cancel it and then it was forwarded on to customer service for, for direct bill through SharePoint. So if that happens, will we go ahead and send a payment letter, a letter out to them saying, hey, here's your options, and here's how much your premium is?
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] And I can do that, yes, yes, um, like right now it's on 26 pay it would change to 12 pay, you know, um, so.
[CUSTOMER][NEUTRAL] Keeping it, OK.
[CUSTOMER][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] What is that? I, I gotta do the math.
[CUSTOMER][NEUTRAL] You're fine, you're fine.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So it is 168.09 monthly.
[CUSTOMER][NEUTRAL] 1609 monthly, OK.
[AGENT][NEUTRAL] Yes, OK. I had to redo it just to be sure. Um.
[CUSTOMER][NEUTRAL] No, you're fine. So since that's been sent over to customer service, will you guys go, can you go ahead and send a letter out to her?
[CUSTOMER][NEGATIVE] That it's resulted in a complaint. That's why, because the insured, what happened was they got an email saying hey we canceled your coverage to one of 2025, and there's no contacts on there that said, hey, by the way, you know, we've referred this for for direct bill so the customer's complaining to the broker and it escalated to me so I'm just trying to get it handled so I can tell him a letter is coming out with their payment options.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] And then I'm gonna let him know about that portability letter going forward because he, he asked me a question the other day but he didn't give me a product specific. It was kind of a blanket question and I'm like, well you can send it over our customer service has to verify it.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And also on this policy, the future light date is [PII], but it will stay active until they pay the January premium. So if, if the group is gonna pay that, um, and the, the, um, insured wants to keep it, then she will pick it up beginning in February, you know, um, do you know if they
[CUSTOMER][NEUTRAL] Mm. Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In February, OK, yeah, he said that he said the termination of effective [PII], so he didn't say anything about that, so, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me confirm that with him.
[CUSTOMER][NEUTRAL] Um, just to make sure and then I'll call him and just verify all that with him, and then I can get back or shoot you an email, um, if, if that's OK or whoever's or however you want me to do that if you need that information, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, let me verify some information from him. What else do you think we need? Do we need anything else?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's so weird that they act this way over it. I mean, you know, because um we do this all the time.
[CUSTOMER][POSITIVE] Mhm I think I think he's trying to help them, yeah, I know and he he said I've had several customers so I was like, well, I'm sorry to hear that and.
[CUSTOMER][NEUTRAL] Let me, let me see what I can do, but I have another question. Do we, do we send lapse letters out on group life policies? Will we send a letter saying how your policies lap? Somebody told me we don't, so maybe that's where the disconnect is.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now what happens is like when this is lapsed, the, the group will get a notification that we have lapsed it, but the insured like [PII] would not get anything.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, so she wouldn't get a did we send those out on our other products though?
[AGENT][NEUTRAL] You know
[AGENT][NEUTRAL] We don't, it's the same process. The only time that we send something directly to, well, let me go back.
[CUSTOMER][NEUTRAL] Oh, OK. OK, good to know.
[AGENT][NEUTRAL] Um, there are some, and I am not just 100% which products there are, but like on our cancer, a letter will automatically go out to the insured's home address, giving them the option to keep it if they want to. But some products like the term life, they have to notify us if they want to keep it. Um, so I'm not, you know, I don't know why some we do and some we don't, but.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] OK. OK, that makes sense.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Um, I know all those cancers, they do get that letter and give them their payment options and how much it would be and all of that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Well yeah I can see that being critical and you know people needing that policy so it would be one reason why we would wanna do that so OK no problem let me uh verify with him that they're not gonna be paying any additional premiums from the employer and then um we'll just go from there. I think that'll resolve this issue, so it's probably just a one off thing mhm.
[AGENT][NEUTRAL] True, yes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] If, if it's possible, if you can throw this in there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, yeah, absolutely.
[AGENT][NEGATIVE] Um, we have to lapse the once the group is no longer paying for that person, we have to lapse it. There's no way around that. It's gonna lapse. Now the customer can pick it back up with no lapse in coverage, but this process is gonna happen every single time, and I don't, you know, I would think he.
[CUSTOMER][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well that's good to know. I think if I can give him that information because he's the one talking to them, he can be like, Hey, here's the thing, um, your coverage is active and he can verify whether the company's gonna pay anything beyond that point and if they wanna if they wanna keep it, he's OK to let us know that they want to keep it, um, and then we can generate a letter to send out to them but at the same time there's also a letter in the back of their policy.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, which most people, you know, don't keep a hard copy of that these days, and they may not log into OSC, but then we'll definitely take, we'll take it from there. Like if he does notify us because they don't want to pull it out of their policy or log on to OSC, then he can email the care team because they'll get a thing saying that it's been termed and then another department's gonna come around and do the the the bank, you know, the direct bill part of it, so it's a two step process. So maybe that'll help smooth things over.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Definitely. Yeah.
[AGENT][NEUTRAL] Yes, again, there's never a lapse in coverage, you know, like they want to pick it back up, that is perfectly fine, but we can't leave it active knowing the group is no longer going to pay for them, you know, and being lapsed is what generates like the cancer generates those letters. So there's just no way around this process that I know of.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, right.
[CUSTOMER][NEUTRAL] Yeah, yeah, right, right.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] It's OK, yeah, I know, well, you know, it's just, it's, I think it's just, you know, educating a broker on the process and myself too so that I don't give him the wrong information. So you know, that really helps me. Let me confirm that they're not gonna pay anything, um, and then, um, I'll let you know and then we can you can you send that letter out minute actually I'm gonna let him know about the portability letter and that the monthly premium is 16809 if they wanna go and fill that out and send that in, but in the meantime she use a letter should still be going out.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Um, I just need to confirm that they're not gonna pay the February premiums.
[AGENT][NEUTRAL] Right, because if they're not gonna pay the February premium, we do need to lapse it 11, you know, so like that I.
[CUSTOMER][NEUTRAL] Would that work? OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because this paid in arrears.
[AGENT][NEUTRAL] Oh, is it? OK, then they probably will. Let me check.
[CUSTOMER][NEUTRAL] Is it, I mean, is it not, no, I was asking you. Sorry. OK, OK.
[AGENT][NEUTRAL] Oh, let me check.
[AGENT][NEUTRAL] I thought you were telling me. OK, let me see, uh.
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] They do pay in arrears, yes, so this could drag on, you know what I mean, um, if they want lap at [PII], it, it we, it'll be in March before we can turn it over for Miss [PII] to pick it up, yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For direct bill.
[CUSTOMER][NEUTRAL] OK, OK, because it'll be paid through February, so then she would have to start picking up payments on [PII], right?
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] OK, OK, that helps me so much. OK, you have been amazing. So that helps me and I will get this cleared up and hopefully, yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm so sorry, let me back that up. She would start [PII].
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] OK, that's right, because, yeah, the, because it's in arrears, right? OK, the payment that's fine. OK, OK, that's even better. OK, great. Well, I will get all this information over now and then I will let you know when I find out about the premiums, um, and then we'll just go from there.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, sounds good. Yes, yes. You too. You're welcome.
[CUSTOMER][POSITIVE] You have a good day. All right, thanks bye-bye.
[AGENT][NEUTRAL] That