AccountId: 011433970860
ContactId: 4259d42f-5ee9-4ae1-b326-5f865847131b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443859 ms
Total Talk Time (AGENT): 143322 ms
Total Talk Time (CUSTOMER): 256810 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/4259d42f-5ee9-4ae1-b326-5f865847131b_20250325T21:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] Hey, [PII]. How are you?
[CUSTOMER][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.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At first she wouldn't give me her name.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I did finally because she doesn't recognize the company.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I did get a callback number and then I got her first name and she gave me a reference number that was on the letter.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And her phone number is restricted so you can't even see that, um, but I did pull up a policy 223-791-8.
[CUSTOMER][NEUTRAL] And she did verify her name but she wouldn't verify anything else because.
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] Her date of birth because she's trying to figure this out. I mean, she thinks, you know, that it could be.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And.
[CUSTOMER][NEUTRAL] A fraud or something so.
[AGENT][NEUTRAL] Yeah, and what is her callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][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.
[AGENT][NEUTRAL] I think that group has lapsed.
[CUSTOMER][NEUTRAL] So, I'm not sure.
[CUSTOMER][NEUTRAL] Yeah, the group has, but I don't know why she's got a letter from us.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Regarding the refund for a lapse, yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] This policy has been lapsed since [PII].
[AGENT][NEUTRAL] It never was in effect.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][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.
[AGENT][NEUTRAL] See note.
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Refund payment received towards lapse policy.
[AGENT][NEGATIVE] Member canceled prior to rollover approved by management.
[CUSTOMER][NEUTRAL] That was back in August.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'm ready.
[CUSTOMER][POSITIVE] OK, thank you. You know, let me get her on the line.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Miss [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, thank you.
[AGENT][NEUTRAL] Uh, good afternoon, [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, I'm looking at the notes on the policy.
[AGENT][NEUTRAL] This was a group cancer policy through associated, the Association of Professional Flight Attendants.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, what, what hap 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 disability claim they said I don't have disability. I had an accident policy and I said I don't have an accident. I have I need disability.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] 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.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm. Well, that's what the
[CUSTOMER][NEUTRAL] And then I'm getting this letter from
[AGENT][NEUTRAL] Yeah, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] How many
[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.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEGATIVE] So are you asking me for money or you, you supposedly sent me a check that I didn't get?
[AGENT][NEUTRAL] No, uh, we sent a check on [PII] of last year, um, that, let me see if I can.
[AGENT][NEUTRAL] If I've got a copy of the letter. Uh, is it stating that we
[AGENT][NEUTRAL] Maybe we, the check has not been cleared and they're wanting to know if you want it reissued.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It says
[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 to answer these questions at the bottom.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, uh, [PII]ust fill that out, um, the check was for 12784 on [PII], uh, send that back and they'll they'll get it reissued too.
[CUSTOMER][NEGATIVE] I, I don't even have a stamp. I don't even have, what I'm saying is I don't even have a stamp. I don't mail anything, so I don't have a stamp.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, you can email.
[CUSTOMER][NEGATIVE] Uh, there's no envelope for me to pick in and return.
[AGENT][NEUTRAL] Hm, OK. Um, I should have sent an envelope with it but anyways, uh, you can take a, uh,
[AGENT][NEUTRAL] A picture of it and email it to the care team and then they can get it taken care of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me get
[CUSTOMER][NEUTRAL] The email address.
[CUSTOMER][NEUTRAL] What is the email address?
[AGENT][NEUTRAL] The email address is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was that [PII]?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK. [PII], and then what was the next? I, I missed the letters.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] AM
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the subject matter?
[CUSTOMER][NEUTRAL] Do you want the check number in there or something?
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] That, that would work. Yes, ma'am.
[CUSTOMER][NEUTRAL] And the reference
[AGENT][NEUTRAL] The reference number.
[CUSTOMER][NEUTRAL] Or the payee reference number?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And can I verify we still have a current address, um, so we'll know where to send the check?
[CUSTOMER][POSITIVE] Yes, it's correct on the.
[AGENT][POSITIVE] It's correct. OK.
[CUSTOMER][NEUTRAL] Yes, the [PII] is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Goodbye.