AccountId: 011433970860
ContactId: 4a3763a2-206e-40f3-ac22-b91f11857d1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 634890 ms
Total Talk Time (AGENT): 247268 ms
Total Talk Time (CUSTOMER): 116296 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/4a3763a2-206e-40f3-ac22-b91f11857d1f_20250122T16:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII] I was just calling to check the status of my policy just to make sure everything is current and uh.
[CUSTOMER][POSITIVE] Still in good standings.
[AGENT][NEUTRAL] OK, so you just need to verify that your coverage is currently still active.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. And may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Sure, uh, [PII].
[AGENT][NEUTRAL] Thank you. And may I have your policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's uh 02.
[CUSTOMER][NEUTRAL] 36
[CUSTOMER][NEUTRAL] 2572.
[AGENT][NEUTRAL] Thank you. And that was 02362572?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And can you please verify your mailing address?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And can you also verify your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And for our records, can you verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I show this coverage is no longer active. Looks like this coverage termed in [PII].
[CUSTOMER][NEUTRAL] And why would that be?
[AGENT][NEUTRAL] Let me take a look.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I take a look a little further regarding your account. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Good morning. Do you have a moment to look at a disability policy?
[AGENT][NEUTRAL] It's on policy 2362572.
[AGENT][NEUTRAL] On a [PII].
[AGENT][NEUTRAL] On his coverage, I see it's terminated because he's calling to see what's going is was his coverage even active. I told him it was termed. As I was looking at the notes, looks like maybe he was on waiver of premium. Is that still the case that you know by looking at it?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, but his coverage has termed, but he's just on waiver premium and we need the updated information.
[AGENT][NEUTRAL] OK. So was his, was his coverage dropped because he was on disability? Is that why he's saying his coverage has dropped?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so do I need to verify because he was just calling just to see if his coverage was still active. So do I need to check with him to see if he's even still out on disability then in that case?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. OK. So just let him, so if he is on disability, let him know that as long as he is on disability, um, his coverage is under a waiver premium. But once his coverage, he's, he's met his max if he's still on disability, then after that, he's no, he no longer has coverage with us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So then if he's not still on disability, then in fact, he does no he no longer has coverage with us.
[AGENT][POSITIVE] OK, OK. Goodness, OK.
[AGENT][POSITIVE] I wanna make sure I got this right when I get back on the phone with him. OK. Thanks.
[AGENT][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Thank you for holding, Mr. [PII]. So under your disability coverage, are you currently still on disability?
[CUSTOMER][NEUTRAL] No, I've been back to work, uh, since [PII] I believe.
[AGENT][NEUTRAL] OK, so with this coverage, yes, it looks like your, your notes, since you're no longer in disability, your coverage did turn 101 of 24.
[AGENT][NEUTRAL] We don't have any premium in regards to your coverage. It looks like you no longer have coverage.
[CUSTOMER][NEUTRAL] Uh, but how did that happen when I didn't terminate it and it should have continued on?
[AGENT][NEUTRAL] You'll have to contact your employer in regards to that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] If this doesn't make any sense, why wouldn't, why would I even notified either by your company either that my plan was being terminated?
[AGENT][NEUTRAL] Uh, cause as far as your disability, the only way that your coverage would have continued with us if you were currently still on disability, since you're no longer on disability, your policy did turn 101 of 24.
[CUSTOMER][NEUTRAL] Yeah, but wouldn't I still carry my my insurance after because even though I was on disability, I was before I was on disability, I was paying a premium to maintain this insurance so then I did get hurt and I collected on that premium my policy should still continued on past after I got back to work.
[AGENT][NEUTRAL] We no longer have premium. Your policy term 1 to 1, so we currently have no premium.
[AGENT][NEUTRAL] So you'll have to contact your
[CUSTOMER][NEGATIVE] Now what do you mean no, no.
[CUSTOMER][NEUTRAL] But what do you mean by no premium?
[AGENT][NEUTRAL] Your policy was, when you, when you, you currently no longer have coverage with us, with your group.
[CUSTOMER][NEUTRAL] Like, do you not offer the insurance anymore?
[CUSTOMER][NEUTRAL] But why would that be? That'd be like me having like a homeowners insurance and I file a claim and because I file a claim.
[CUSTOMER][NEGATIVE] They just cancel my homeowner's insurance without notifying me.
[CUSTOMER][NEUTRAL] My my policy would still continue on with me paying premiums.
[CUSTOMER][NEGATIVE] I don't understand why because I went off on injury and I came back that all of a sudden now I don't have the policy anymore.
[AGENT][NEUTRAL] Let me verify one other thing for you. I'm gonna put you on a brief hold one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It's me, real quick. OK, so he did return to work, but he, so I told him that his coverage did turn, so he doesn't have any understanding why his coverage is termed that he wasn't informed that his coverage was termed now that he's returned to work.
[AGENT][NEUTRAL] His
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, is that his employer as I said he'll need to notify his employer, so it's [PII] that he'll need to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so he'll need to discuss that with them regarding his he no longer having coverage with us, OK.
[AGENT][NEUTRAL] I will let him know.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Thank you for holding, Mr. [PII]. So in regards to your coverage, you will have to contact um ERB and I can give you their contact number and they can assist you in regards to that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] You will select option 2.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can transfer you over if you like for me to transfer you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Sure, that'd be nice thank you.
[AGENT][NEUTRAL] OK, you're welcome. Give me one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling Employee retention Benefits, a division of ERB North America. You can dial an extension.