AccountId: 011433970860
ContactId: 42257df2-0f25-4851-8540-51d11d4790c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 953390 ms
Total Talk Time (AGENT): 257644 ms
Total Talk Time (CUSTOMER): 353226 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/42257df2-0f25-4851-8540-51d11d4790c4_20250106T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I have a Mrs. [PII] on the line. Her name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her policy number is 242-5791.
[CUSTOMER][NEUTRAL] And she received a check for $46.98 and she's wanting to know what that check is for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And because um I was looking in the notes it looks like premium received for December, January and February for lapse policy 4698.
[CUSTOMER][NEUTRAL] So I'm guessing it was the premium so because I know that no benefits have been paid to her recently.
[AGENT][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I was gonna let you discuss that and you know, all of that information.
[AGENT][NEUTRAL] OK, got you, OK.
[CUSTOMER][NEUTRAL] OK, and, and her that everything's been verified. Her email address and telephone number for a callback is in the, in our system. I did verify that.
[AGENT][POSITIVE] OK, OK, thank you.
[CUSTOMER][POSITIVE] OK. Here she is, [PII]. You have a good day.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. Um, now [PII] was just telling me what was going on. You received a, uh, refund check from us.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Just trying to see what happened.
[CUSTOMER][NEUTRAL] Is my insurance still active?
[AGENT][NEUTRAL] Um, now it is not right now, but the reason for that being returned to you is that we do need um to receive a signed portability form from you.
[CUSTOMER][NEGATIVE] I did that. I did that. I sent that to y'all about when y'all told me to send it, and I don't understand why it it left.
[AGENT][NEUTRAL] OK, let me see if I can.
[CUSTOMER][NEUTRAL] But I have
[CUSTOMER][NEUTRAL] Yeah, I did that over the phone and the lady said I was OK and I don't understand why my policy got uh exhausted like this. I did everything over the phone and they said everything was OK.
[AGENT][NEUTRAL] OK, you made a payment over the phone?
[CUSTOMER][NEUTRAL] No, the payment haven't came out. I made my payments uh uh yearly. I pay it yearly.
[AGENT][NEUTRAL] OK. Um, let's see.
[CUSTOMER][NEUTRAL] And then I signed the form and then she did send me a form out here too, but she said I was OK and I told her to send me that form which I do have that form too.
[AGENT][NEUTRAL] OK, now we will need to receive that um.
[AGENT][NEUTRAL] Let's see. Do you mind holding for just a second?
[AGENT][NEUTRAL] For me
[CUSTOMER][NEGATIVE] Yeah, because I did everything they asked me to do and I don't understand why it it did that on me.
[AGENT][NEUTRAL] OK. Yes, ma'am. Let me check on that. It'll be just a minute.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Good morning. I am so sorry. Um, I see you're busy. I have a lady on the phone.
[AGENT][NEUTRAL] Um, I'm sharing my screen. Um, she received.
[AGENT][NEUTRAL] Premium refund because she never filled out the portability forms.
[AGENT][NEUTRAL] Can she do that now or is it just gone for her?
[AGENT][NEUTRAL] 242-579-1.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And she, she said that she talked to someone and she she said that they told her she did not need to fill out these forms. I, you know, I don't.
[AGENT][NEUTRAL] know that anybody would have told her that, but she said that, um.
[AGENT][NEUTRAL] And I've seen notes where [PII] sent her the forms and then in on base they were returned to us.
[AGENT][NEUTRAL] But when I look at that, it was blank. She didn't fill it out, but let me look at that again.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, good. I was thinking that, but then [PII], you know, and it said termination on that letter. I was like, oh gosh, is that it? OK, OK.
[AGENT][NEUTRAL] I will tell her to fill that out.
[AGENT][POSITIVE] OK, good, yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. I will not bother you again. Oh.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do need to get these forms out to you to be um filled out and I do see where we sent them out in October, but they were returned to us. I don't know if we had didn't have the right address or something like that, um, you know, it was returned to sender.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see, but I do need to get this to you.
[CUSTOMER][NEUTRAL] So I did some over the Gmail. I got it in my Gmail where I send the uh over the Gmail, but OK, you can send me some more forms. I did get those forms.
[AGENT][NEUTRAL] OK, well, it's the same ones, but we do need that filled out, signed, you know, and returned to us, um, so that we can continue the policy.
[CUSTOMER][NEUTRAL] OK, can you send, can you send the send me the forms again.
[AGENT][NEUTRAL] Because, um, what
[AGENT][NEUTRAL] OK, do you want them in your email?
[CUSTOMER][NEGATIVE] You send me the forms again and send me the emails again. I have to do both. That's the way they did it last time. I did it on the email and the lady said everything went through and I was good, but I don't understand why they they took me out of the system because I was going in my portal and it wouldn't let me go through and I said, well, I'll call y'all this morning and I.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] And I see that this happened to me, but send me the forms. I, I'll do it on the portal and I'll send you all the forms too. Send me out some more forms.
[AGENT][NEUTRAL] Um, now,
[AGENT][NEUTRAL] Now if you've already filled those out you can just resend those because I don't show that we've received those.
[CUSTOMER][NEUTRAL] The forms from APL.
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] And makes them
[CUSTOMER][NEUTRAL] I'll find the forms. They're here in my house somewhere, but you can resend me some more forms.
[AGENT][POSITIVE] OK, yes, ma'am, I sure will.
[CUSTOMER][NEUTRAL] Um, you want, what I'm going to, I'm gonna to go to doctor now, but I'll find those forms, but you can send me some more forms so I can, uh,
[CUSTOMER][NEUTRAL] Uh, see, because every time APL send me something, they do come to my house. Y'all got [PII], [PII] [PII]. And I, I never had a problem with no mail.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that is what we show, yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I got it in a little box once I find it, cause I keep up with all my oh, I've been having y'all ever since I've been working for the school district.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I, and it's been over
[CUSTOMER][NEUTRAL] Oh Lord, 40/40 years.
[CUSTOMER][NEUTRAL] 50 years.
[CUSTOMER][POSITIVE] Cause I retired, I retired and, and I retired [PII] when I started getting cancer and I start buying that policy. I got this policy a long time and I, I'll be keeping up with everything, that's what I'm talking about.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right. Yes, I am.
[CUSTOMER][NEGATIVE] But you can't send it back to me.
[CUSTOMER][NEUTRAL] And so I have, if something happens again, I have another form, but I'll find that form.
[AGENT][NEUTRAL] OK, um, and just to make you aware we do need to receive those by the end of January for you to be able to keep the policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So, uh, can you, can you send the form to me and it's sitting on my Gmail?
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] Yes, ma'am. I'm gonna get them to your email in just a few minutes. Yes, ma'am.
[CUSTOMER][NEUTRAL] I don't know what, I don't know what happened.
[CUSTOMER][NEUTRAL] Mm, I know I got the phone. I keep them in little boxes.
[CUSTOMER][NEGATIVE] Cause I had to rearrange my house cause I want, I had to exterminator or spray my house 5 times cause I don't like roaches.
[AGENT][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well, I know where I got it at my desk.
[CUSTOMER][NEGATIVE] My hands, I wanna get my hands cut.
[CUSTOMER][NEUTRAL] Just, uh-huh, just send it to me on my email and I'll, I'll send you out those forms, those forms. I should have did both, both ways.
[AGENT][POSITIVE] Right, OK. Yes, ma'am. And like I say, if you do find them, you can just email them back to me and we'll get it taken care of.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] I know I got in here. I just had to.
[AGENT][NEUTRAL] And this will take me just a few minutes, but you should have them in about 10 minutes.
[CUSTOMER][POSITIVE] OK, I sure do. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] And you said at the end of January, the what?
[AGENT][NEUTRAL] Um, just by the end of January, we need to have these back.
[CUSTOMER][NEUTRAL] Oh, OK, alright, alright, thank you, 2025. 0, OK, alright, thank you, let me know what's going on.
[AGENT][POSITIVE] Yes, ma'am. You are welcome.
[AGENT][NEUTRAL] OK. But can I do anything else for you?
[CUSTOMER][NEUTRAL] No, that'll be OK. It probably be they might update the system since the uh the year that went out to [PII].
[CUSTOMER][NEUTRAL] I can't think right now cause I'm doing so much, but it's, I know I have those farms here, but I'll find them.
[AGENT][POSITIVE] OK, yes ma'am, and like I say, send them back to my email if you can, um, and we'll get it taken care of.
[CUSTOMER][NEUTRAL] They he
[CUSTOMER][POSITIVE] All right, I sure do. Thank you.
[AGENT][POSITIVE] You are welcome, Miss [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] You're welcome. Bye bye.
[AGENT][NEUTRAL] Bye.