AccountId: 011433970860
ContactId: 44aff3d1-7665-4618-98fb-daf9f76c967b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 741559 ms
Total Talk Time (AGENT): 306353 ms
Total Talk Time (CUSTOMER): 438901 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/44aff3d1-7665-4618-98fb-daf9f76c967b_20250304T17:35_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing well, thanks for asking. How about yourself?
[CUSTOMER][NEUTRAL] Doing all right, thank you. So I've got a member on the line, um, and she was wanting to make a claim for a cancer policy but it terminated, uh, in [PII], and she said that's when she retired but that she did send us information to be able to have it continued. I don't know that there's much we can do at all. I mean if we don't have any record or anything like that of that paperwork because I mean I feel like that's too old.
[AGENT][NEUTRAL] There's not, but I can tell you.
[AGENT][NEUTRAL] Um, what's your policy number?
[CUSTOMER][NEUTRAL] It's 708-026.
[AGENT][NEUTRAL] Yeah, we don't offer individual insurance, so.
[AGENT][NEUTRAL] I can talk to her and just re reiterate what you basically told her. Um, did you verify her address?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's her call back?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, I'm ready.
[CUSTOMER][POSITIVE] All right I appreciate it thank you bye bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] Um, yes, I'm doing just fine, yes.
[AGENT][NEUTRAL] I've got your information pulled up and the representative that transferred to you stated that you were calling about your policy and realized it was no longer active, but you did state you submitted some paperwork to continue it.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK. Give me just a second.
[CUSTOMER][NEUTRAL] And when I retired, I retired and also, um, so I looked up, OK, what did you find out? What?
[AGENT][NEUTRAL] I'm trying to look up your records to see if we received anything. It looks like the latest correspondence was in [PII], and it looks like that was the continuation letter that we mailed out to the address at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, but we're not showing anything ever came back in.
[CUSTOMER][NEUTRAL] OK, so, um, I'm seeing that there's a um.
[CUSTOMER][NEUTRAL] Let's see, a debit on my account for Trans Life premium, uh, is one of them. So is this the same thing, uh.
[AGENT][NEUTRAL] No, ma'am. We don't have any affiliation with Trans Life. We're American Public Life.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] OK, so I mean I was in touch with the school board that I worked for and you know when I was, they were trying to tell me all what I had to pick up myself that they couldn't pay for anymore. I thought I was paying for the cancer all this time, uh, you know, that it, I had switched it over to be paid myself.
[CUSTOMER][NEUTRAL] Um, and so I don't know what this trans life is, um, that's what I guess I thought was.
[CUSTOMER][NEUTRAL] Uh, how was it? It was auto debited before when I worked for the Lincoln Parish School Board.
[AGENT][NEUTRAL] It was payroll deducted. It was deducted out of your payroll check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We build them for it.
[CUSTOMER][NEUTRAL] And so then when I'm supposed to pick it up myself, I'm how would it be paid?
[AGENT][NEUTRAL] It would have been paid by direct um draft or we would have sent you a direct bill.
[CUSTOMER][NEUTRAL] Yeah, so that's what I thought I did, um.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And you may have a cancer policy with Transamerica. It's just that we don't have any affiliation with them. And from what we're showing, we never got anything and unfortunately, it's been so long, we cannot reinstate your policy or provide you anything in substitute of it because we don't sell individual products.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So we don't have anything to offer you.
[CUSTOMER][NEUTRAL] So if I had done it then it would have been OK.
[AGENT][NEUTRAL] Right, if you were to correspond to the letter that we had sent out within the 30 days that we mailed it out, you would have been able to continue it. And also you, if you would have at least contacted us 6 months after, you could have reinstated it, but it's been 2 years.
[CUSTOMER][NEGATIVE] Yeah, um, well, you know, you just, uh, I thought all along that's what this was being debited, which now I mean I don't know, you know, I was just going by what the school board was telling me to do and um you know that I had to you because I had to pick up health insurance for my husband, uh, blah blah blah, you know, dental, vision, you know, all of that. I knew that I let go of the vision.
[AGENT][NEUTRAL] Well, a little over you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] On purpose because I didn't like their plan. They offered me, but, um, you know, we kept dental and I thought we kept cancer. And then the school board, uh, had, they provided some type of a life insurance, which I don't think that's what this is. Um, so, you know, I,
[CUSTOMER][POSITIVE] Just, I just, I am uh flabbergasted right now that uh now that I need the policy, uh, and, you know, I used it before, uh, and that I was thought, you know, I have the insurance in case it's needed and my husband.
[CUSTOMER][NEUTRAL] just been diagnosed um with, uh, with prostate cancer. So I was telling him I'm gonna check into all the, getting the paperwork filed and stuff to start using it. Um, uh, uh, so, um,
[CUSTOMER][NEGATIVE] I'm just that's upsetting.
[AGENT][POSITIVE] Yes, ma'am. I, I do apologize, um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] What you might could do is check and see with your bank and see if they have contact information from Transamerica. You might have had something through them, um, that's can. I'm not sure what Trans America is. I do apologize, Ms. [PII], and I'm so sorry about everything. Um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] If we offered individual insurance, we might, could help you, but still, there wouldn't be with an occurrence occurring prior to the effective day, there still wouldn't be anything for us to provide. Um, but unfortunately, um, there wasn't any contact, so I do apologize, Ms. [PII] on
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Yeah, but I thought I did make contact. I mean, you know, that's the thing is I thought that I made the contact through the school board. I don't remember a letter. There's no letter here in my paperwork that I've kept in the safe this whole time with the policy. I don't have any.
[CUSTOMER][NEGATIVE] Any letter in there saying anything about I don't have anything since my original policy. That's what I was telling the other girl. I mean this is so old. I've had it since [PII] and so it's just like, you know, it's been sitting there and I don't, you know, I've, I've never, you know, it's been auto drafted all this every time even though when it was payroll deducted so I, it's like I don't have any paperwork, you know, because that.
[AGENT][NEGATIVE] We weren't auto drafting you, so that's, that's the other dilemma. We wasn't receiving any premium, um.
[AGENT][NEGATIVE] And it's not showing that we received anything.
[AGENT][NEUTRAL] As far as from you, like you called us and checked on it or anything after the [PII].
[CUSTOMER][NEUTRAL] No, because I thought it was all good. I thought everything was the same as when I was working. So, I mean, I thought when I, uh, everything stayed the same, you know, that's what, that's what I'm, I thought all this time that everything is the same. I didn't, you know, I did not want to discontinue this policy. So I thought it was continued. I, I, you know.
[AGENT][NEUTRAL] Yes, ma'am. I can send you a copy of the letter that we sent out, but we did send it to your [PII]. So, and you confirmed it's the right address. So we sent it on [PII]. I can send you a copy of it if you'd like, but again, I do apologize. There's nothing we can offer you to replace this plan.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Ms. [PII], you can probably check with your bank and see if Transamerica has a cancer policy and if that in fact is the policy you've been paying for this whole time, you.
[CUSTOMER][NEUTRAL] Yes, I'll do that. Well, yeah, I don't know, I'm not sure. I'll do that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] I don't know, it doesn't even ring a bell. I don't even, yeah, I'm not even sure what.
[AGENT][NEUTRAL] They kinda changed you over cause a lot of times when you're working with the groups, they have several different providers they deal with and they have several different plans from each entity um on that. And so it, they might, that might be what you have is through them. I mean, it wouldn't hurt to call and check and see.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Paperwork seems like I would have, would have remembered that they would have had to send me a new packet of information to be able to, you know, know what I have and I don't know that I, I don't know. I remember dealing with the vision and the dental, but I don't remember dealing with a change in the cancer at all. So, um,
[CUSTOMER][NEGATIVE] But my school board that I worked for, they, they screwed me up in some other ways too. So, um, you know, they just, they don't have their stuff together and the, the lady that helped me when I retired was new and, you know, so uh
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I understand, yes ma'am.
[CUSTOMER][NEUTRAL] That's probably what's happened, but I will check. Maybe there's a small glimmer that that's the cancer policy and it just, that's, I'm looking at a bank statement that says
[CUSTOMER][NEUTRAL] Um, that's the name of the auto draft of how much, how much was my, was I paid back then for the family policy?
[AGENT][NEUTRAL] 4790 and our transaction would have came out as American Public Life, but there's nothing showing that we got any information to convert your bank account or nothing.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Well, no, I don't see anything. It says American Public Life. I just know that I've been paying 3103 to Trans Life and it just says Trans life slash premium. Uh, it doesn't say anything else.
[AGENT][NEUTRAL] Yeah, I don't need to know who Trans Life is or if I had a number I'd give it to you, but most of the time you can call your bank and tell them, look, I've got this transaction coming out this entity, do you have any documents or demographics on it, you know, because when they do have something that pulls out, they do have to get some information. Sometimes it's a number, sometimes it's the address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, yeah, I've seen before and I.
[AGENT][NEUTRAL] Uh, uh, but I am so sorry, Ms. [PII]. Um,
[CUSTOMER][POSITIVE] Yes, yes, yes ma'am. So thank you very much for your help. Um, if you would just send me the letter again and, and uh I just I'll have it then um I don't know what I'll end up having to do so.
[AGENT][POSITIVE] Yes, ma'am. I'll, I'll definitely send that to you. You should get it in the mail within 5 to 7 business days. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, no, I guess not. All right, bye.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, Ms. [PII], uh, it's gonna be OK and just, just have faith. It's gonna get better. I mean, it's, it's gonna work out somehow. Um, and again, it was a pleasure speaking to you and thank you for calling APL.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So I have
[CUSTOMER][NEUTRAL] Yes, uh-huh, bye bye.
[AGENT][NEUTRAL] Yes, ma'am.