AccountId: 011433970860
ContactId: 4c1626ff-5dea-40a8-8f88-9879b8da5147
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1375910 ms
Total Talk Time (AGENT): 300409 ms
Total Talk Time (CUSTOMER): 375367 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/4c1626ff-5dea-40a8-8f88-9879b8da5147_20250610T15:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, this is [PII]. I'm calling about my husband's, um, account. His name is [PII]. Can you help me?
[AGENT][NEUTRAL] Um, I can check and see what I can do, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I have a group number and an invoice number.
[AGENT][NEUTRAL] Um, let me have the group number.
[CUSTOMER][NEUTRAL] Which do you want?
[AGENT][NEUTRAL] The group number.
[CUSTOMER][NEUTRAL] The group 12838
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK and um do you know the name of the group?
[CUSTOMER][NEUTRAL] Um, well, it's either Arkansas Valley Publishing.
[CUSTOMER][NEUTRAL] That's probably what it is. See, the, the company changed owners and um so we were going to um just do this.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't know personally or whatever. Anyway, so I sent in uh electronic funds transfer form. I sent in a payment um for 2320 and um evidently the uh the the payments haven't been taken out of our account, but I didn't notice when I, you know, do that. I just.
[CUSTOMER][NEUTRAL] Don't pay attention, I guess. Anyway, so then they sent us another thing where they sent it to the
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] His old company, and they finally got it to us. Um
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEGATIVE] And so I don't, I don't know what else to do. This form said, you know, fill this all in and then it'll be taken out, but, but it never was. So I just need to know why and what I can do to fix this.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, um, let me check the notes on the account and see exactly what happened. um let's see.
[CUSTOMER][NEUTRAL] Because they have the check, they have the um bank routing number, they have the, our bank account number.
[CUSTOMER][NEUTRAL] And, and it just has, it hasn't been taken out.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Um, do you see, so it has not been taken out at all from your bank, so you're not seeing it in the bank or anything like that. It has not. Mhm.
[CUSTOMER][NEUTRAL] No, the, the, the check cleared, yeah, the check cleared, but none of the other payments have been taken.
[AGENT][NEUTRAL] But the shed cleared?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the check cleared. It was check number 1415 and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm. OK. All right. Um, let me go ahead and try to get customer service on the line to see what happened with the portability form. I do see that it was sent out. Um, I just need to check and see uh what happened to that form. Is there any way I can get uh um your date of birth for security and the mailing address on file on the policy?
[CUSTOMER][NEUTRAL] OK, for my, my.
[CUSTOMER][NEUTRAL] My date of birth or my husband's?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, so my date of birth is [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] OK. And what's the mailing address on file?
[CUSTOMER][NEUTRAL] [PII] on file.
[AGENT][NEUTRAL] Yeah, that's it, yeah.
[CUSTOMER][NEUTRAL] Well, they stand it. OK, [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, that's it. That's it. Thank you. All right. OK, so let me go ahead and see what our customer service has for this um policy and see what we can do to fix this. OK, one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, Ms. [PII]. Um, when did, um, you send in the portability letter with that check? Do you remember?
[CUSTOMER][NEUTRAL] When
[AGENT][NEUTRAL] Uh-huh, when?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, it has, well, about um [PII], probably. That's when I sent it in. I don't know when you got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] They're just asking, so I'm just gonna send that in.
[CUSTOMER][NEUTRAL] Well, all I know is that it cleared.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Yeah, it looks like um based on the group billing department, um they're saying that they received the premium for June.
[AGENT][NEUTRAL] Under the invoice.
[AGENT][NEUTRAL] So it's still under the group.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I, I don't know how that could happen, um, because there has not been nothing.
[CUSTOMER][NEUTRAL] You know when I when I sent in the uh electronic funds transfer form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just put it on my automatic.
[CUSTOMER][NEUTRAL] You know, 23, 20 a month, and then I didn't pay attention that it hadn't come out, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, you know, on my end, it doesn't look like.
[CUSTOMER][NEUTRAL] We've paid since that check.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And then I got a bill.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This is the [PII] that I got but uh I got a bill for, I got a bill for June. I got an invoice for June.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So I don't understand.
[CUSTOMER][NEUTRAL] What, what I, what?
[CUSTOMER][NEUTRAL] I, I, I don't understand what's going on, I guess.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. All right, um, so based on what I see here and I'm just I'm messaging with the department, the group billing department, and the customer service department, we all three in the conversation. So it looks like um basically um June's premium is already paid because we received that check which it looks like it's the check 1415 um so that pay June.
[AGENT][NEUTRAL] Um, now, um, I don't, I, you, did you receive a letter with the EFT with the electronic funds transfer or you just received that form without a letter?
[CUSTOMER][NEUTRAL] No, I, I received the letter and it said, you know, to, to fill it in, sign it, send the check, and that that would authorize them to take the payment out.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mm, yeah, that sounds like the portability letter.
[CUSTOMER][NEUTRAL] It says once once we receive your preferred payment method we'll update our records and reflect your new premium and bill your premiums as requested. Um, to set up a monthly bank draft, please complete the enclosed form and return it along with your check in the amount of 2324 March.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And the, in the envelope um to ensure proper credit, please include your policy number when you're corresponding or paying a premium. So I did all that paperwork, sent it in with the check, the check cleared um.
[CUSTOMER][NEUTRAL] Well, yeah, long before now. Uh, it's
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] It was on my April statement that it cleared, so.
[CUSTOMER][NEGATIVE] How do I get these taken out and what is this monthly premium? And, you know, as far as we were concerned, what they told us that we weren't part of a group anymore because that, you know, that's just banned, that's why it took so long to get to us because, um, you know, [PII] probably.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Arkansas Valley Publishing doesn't.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Exist any longer. It's something else that doesn't.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] have this coverage.
[AGENT][NEUTRAL] Mhm. Yes, and do you remember what address you send the form to?
[CUSTOMER][NEUTRAL] Yeah, American Public Life Insurance Company [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I copied all that so that I'd know what I did.
[AGENT][NEUTRAL] OK, you said [PII]?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Because that's the um that's the envelope they sent me.
[AGENT][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] It was all together.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now there's a different PO box on the bottom of this electronic funds transfer form. There's a different address, but I sent it all in the self-addressed envelope that they sent me to do this.
[AGENT][NEUTRAL] Mhm. Got you.
[AGENT][POSITIVE] Yeah, and I'm sending that to them so they know exactly what you send it to.
[AGENT][NEUTRAL] OK, so based on what um they send me um.
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] It looks like we're gonna need a copy of the clear check.
[AGENT][NEUTRAL] Is there any way you can get a copy of that clear check?
[CUSTOMER][NEUTRAL] Well, I, I copied everything when I sent all this in.
[CUSTOMER][NEGATIVE] Um, do you want me to, um, take pictures and email it to you? My scanner is broke.
[CUSTOMER][NEGATIVE] Well not working.
[AGENT][NEUTRAL] You can send it by email. I can give you the email.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And you can go ahead and just email it, um, send an attachment with images and let us know that um that you send the form with the portability that you wanted to keep the policy that should be on an individual policy, not with the group, and that you send all that information, you need to somebody to review and get back with you so they can go ahead and do that.
[CUSTOMER][NEUTRAL] OK, what's the email?
[AGENT][NEUTRAL] OK. The email address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So again, that's [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so that's [PII].
[AGENT][POSITIVE] Perfect, yes. Mhm.
[CUSTOMER][NEUTRAL] OK. And what's your name?
[AGENT][NEUTRAL] My name is [PII]. Now, it's not gonna come to me because that's handled by customer service. So it, it is gonna go to customer service so you can address that to customer service, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Customer service.
[CUSTOMER][NEUTRAL] So you want a copy of the check.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, the form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, I'll have to have him sign the copy.
[AGENT][NEUTRAL] The portability form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I'll have to have him sign this because I copied all this before he signed it and I sent it so um.
[AGENT][NEUTRAL] Oh, got you. OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I'll, I'll have to wait for him to come home for lunch, but OK, I'll get that email today and uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With my phone number and everything.
[AGENT][POSITIVE] OK, yes, and we'll go ahead and take care from there, OK? They will do a research and everything and see what they can do to fix it, and they will get in contact with you if they have any questions, so just make sure to add that phone number or to let us know if you want to get in contact with uh through email or through phone, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, very good, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APR and I do apologize for any inconvenience, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh. Bye bye.
[AGENT][NEUTRAL] OK.