AccountId: 011433970860
ContactId: 5b8d8506-4949-4885-bafc-c0c1bd4f13e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 484170 ms
Total Talk Time (AGENT): 270715 ms
Total Talk Time (CUSTOMER): 162760 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/5b8d8506-4949-4885-bafc-c0c1bd4f13e7_20250317T19:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] Doing good. How about yourself?
[CUSTOMER][POSITIVE] I'm doing good. Good to hear from you, please. I have an insured on the line. Her policies have lapsed and she wants to make a payment.
[AGENT][NEUTRAL] What's her, um, hang on just a second, let me get this last I just got off of a phone call. Bear with me.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] She's got 3 policies.
[AGENT][NEUTRAL] OK, what's her policy number?
[CUSTOMER][NEUTRAL] One of them is 249.
[CUSTOMER][NEUTRAL] 1349.
[CUSTOMER][NEUTRAL] You want all 3 or you just gonna get them from there?
[AGENT][NEUTRAL] I get it from there.
[AGENT][NEUTRAL] Hang on, girl, I gotta look at some stuff real quick.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] She wants to continue the policies?
[CUSTOMER][NEUTRAL] Yeah, and make a payment.
[AGENT][NEGATIVE] Yeah, she's probably sick. She can't. She's out of her grace period.
[AGENT][NEUTRAL] I'll tell her though what's her um callback number?
[CUSTOMER][NEUTRAL] Uh, callback number [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did she get a letter or anything or did she mention a letter or she was just
[CUSTOMER][NEUTRAL] Yeah, she said she just found our information.
[AGENT][NEUTRAL] Oh, ain't that a pickle.
[AGENT][POSITIVE] OK, send her over thank you.
[CUSTOMER][POSITIVE] Thank you, [PII]. Let me get her on the line. You have a great day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Alright, you, I've got Ms. [PII]. I do have [PII] on the line. Thank you for your patience. She's going to assist you further. You have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you you as well thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Good afternoon, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how about yourself?
[AGENT][NEUTRAL] I'm doing well thanks for asking. I've got your information pulled up in the representative that transferred you stated that you're wanting to continue your policies with us that you just found your letters.
[CUSTOMER][NEUTRAL] Yeah, I just, I just, well I just found the contact information for you guys with all my policy numbers and information on it, and I should have called you guys in January but I was just wondering if because I think HR told me that it would be direct billing now from you guys but if I need to make a payment now to get everything reinstated or whatever and I, I can do that.
[AGENT][NEUTRAL] OK, um, generally, when a policy is not no longer being payroll deducted, we send a letter, um, that allows you to continue the coverage. What I'm looking right now to.
[CUSTOMER][NEGATIVE] I don't think I ever received that.
[AGENT][NEUTRAL] OK, and that's what I'm trying to check into, um, because normally once that letter is sent, you have 30 days to respond after that you can't port it over, but you can still reinstate it, but we have to send you a reinstatement application in order to reinstate these policies, um, because we're past way past 30 days we're, we're not going in 90 days.
[CUSTOMER][NEUTRAL] I know, and I was going through something looking for something else and I found all your information that I was given but I.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, but I don't remember receiving a letter.
[AGENT][NEUTRAL] OK, and that's fine, Ms. [PII]. Like I said, you're still within your reinstatable period. It's just we will have to send you a reinstatement application in order to be able to reinstate these and what's gonna happen is, is once we send that application to you, what you're gonna have to do is send it back to us and if it, it has to go through our underwriting department and if you're approved, we'll be able to reinstate you for the current month, but that means you won't have coverage.
[AGENT][NEUTRAL] For February and January and depending on when we get it back, um.
[AGENT][NEUTRAL] It just depends on whether or not you get it to us before April the [PII]. You're probably not gonna have coverage for March either. So it could be effective March. You won't have to pay any back premiums, I mean, excuse me, April. You won't have to pay any back premiums, but we can start deducting if you're approved starting April going forward and you will have coverage from April going forward.
[CUSTOMER][NEUTRAL] OK, can it be emailed to me and then I fax it back or something to get it.
[CUSTOMER][NEUTRAL] There to get everything processed sooner.
[AGENT][NEUTRAL] Yes ma'am, um, we just have to make sure that we do get the, the information back signed. I don't think there's a notary on it, so you should be able to email it or fax it back to us as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, can you verify your, I'm gonna put one in the mail as well. Can you verify your mailing address and your email address, please?
[CUSTOMER][NEUTRAL] Yes, mailing address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just updated my email address with the Miss [PII]. It's now [PII]. Since I retired, it's not it's no longer [PII].
[AGENT][NEUTRAL] Right, and she does have it updated to your personal. So if you'll give me about 15 to 20 minutes, I'm gonna get that um application sent to you. It's gonna be 3 separate emails because it's 3 separate follows even though it's the same reinstatement information we do have to have all 3 filled out separately, um, but again, I will include the details on how you can email that back and fax it back to us if needed, and again you'll be getting one in the mail.
[CUSTOMER][NEUTRAL] OK, I'm going for policies.
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] I have cancer, life, critical illness and hospital indemnity.
[AGENT][NEUTRAL] You do have a life. It is 4 policies. Um, the life one is gonna have a different form entirely, but again, you will be getting 4 separate emails, and they all have a 6 month reinstatable period, so we definitely need to get that information back as soon as you can.
[CUSTOMER][NEUTRAL] Yes we sure do thank you so much and I do apologize, but I don't recall receiving the letter if it was sent, so and I'm just like I said once.
[CUSTOMER][NEGATIVE] I left. I was going through my paperwork for something else and I found this. I was like, this is what I was supposed to follow back up on. I, I, I didn't have the contact information.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh, it's no problem. It's OK. I completely understand things happen. But luckily, you contacted us before that 6 months was up. So, um, you, you'll still be good to go. And of course, again, you're not gonna have to pay any back premiums cause we're gonna do it current if you're approved. And as long as there hasn't been any kind of major medical situations or diagnosis, more than likely you'll be OK on the approval as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Ms. [PII], just keep an eye out for that information again we're gonna be sending that in the mail as well, so you should be getting it within 5 to 7 business days. And also that email that you're gonna be getting that from is gonna be from [PII]. You might wanna check your spam sometimes Gmail, if it doesn't recognize the sender, it'll toss it in spam for you, but you should have that information shortly, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Not a problem at all. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Thank you for calling APO and you have a wonderful day as well, Ms. [PII].
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.