AccountId: 011433970860
ContactId: 64b1cdb5-0018-439d-8478-2d90aa18bd03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 666239 ms
Total Talk Time (AGENT): 370127 ms
Total Talk Time (CUSTOMER): 172453 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/64b1cdb5-0018-439d-8478-2d90aa18bd03_20250501T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have an insured on the line. Um, her husband passed away, so she's trying to report the death and then see what uh happens with her policy, like if it's going to change the premium.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. All right.
[CUSTOMER][NEUTRAL] She has a cancer policy and an intensive care policy.
[AGENT][NEUTRAL] All right. What are the policy numbers?
[CUSTOMER][NEGATIVE] So the cancers, I messed up. The cancer policy is 416042.
[CUSTOMER][NEUTRAL] And then the intensive care policy is 416043.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, I got them. You can go ahead and send her over.
[CUSTOMER][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Hello [PII]. Yes, thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK? OK, thank you. You're welcome.
[AGENT][NEUTRAL] Hello. Good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised um that your, let's see, a spouse recently passed away.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] All right. I'm so sorry for your loss, Ms. [PII]. Um, as for what we can do right now to go ahead and proceed with um his um cancellation, the only requirement we have is um a copy of the death certificate. That way we can go based on of of his um date of passing and um remove him from the policy. Unfortunately, um, it is. Mhm.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] OK, well, see,
[CUSTOMER][NEUTRAL] They'll be probably 6 weeks before I get the death certificate they told me at the funeral home.
[AGENT][NEUTRAL] All right. Um, we, we understand about that. So probably, um, most of the time it takes like that window, um, we will refund any type of um premium unearned, um, as for that.
[AGENT][NEUTRAL] That's why um we require.
[CUSTOMER][NEGATIVE] OK, so I'm gonna have to keep I'm gonna have to keep paying this uh premium even though um.
[CUSTOMER][NEUTRAL] He should be off?
[AGENT][NEUTRAL] Yes,
[CUSTOMER][NEGATIVE] I'm gonna have to keep paying this whole premium?
[AGENT][NEUTRAL] Yes, unfortunately, um, that's why one of the reasons why we asked for the copy of the death certificate so we can go based off the um date that is listed there and we go, um, after we receive it, we refund the money that's overpaid on it.
[CUSTOMER][NEUTRAL] OK, now it's payroll deductible.
[CUSTOMER][NEUTRAL] OK, um, what happens if I just cancel it all today?
[AGENT][NEUTRAL] Oh, all right. I
[AGENT][NEUTRAL] OK, I do see here, um, since it is a payroll deducted and I do see it reflected here, this has to be reported also to the HR department. Um, I will say that is um a more effective way to report it. That way since the policy actually comes, um, the connection is through them, they have more of an authority to say that remove him right away.
[AGENT][NEUTRAL] And that way they are the ones who stop deducting the the whole premium from your payroll.
[CUSTOMER][NEGATIVE] This is freaking unbelievable. OK, so if I don't pay the premium, it, it, it'll be gone, right?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] No, well, you pay to the, um, let's say the group, your employer, so the employer will decide either to terminate or not, uh, it is not enough to terminate it, it goes through the employer.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I apologize, I didn't notice that.
[CUSTOMER][NEUTRAL] OK, I am the employer of Stains Creek and it, it's on my check is it deducts. So if I quit deducting and I just don't pay but uh just part of the bill for my other people that's on there like [PII] is on there and [PII], that'll be acceptable, right?
[AGENT][NEUTRAL] Mhm. And also you can always um if you have access to the online service center, you can always um into the listing, allow me just a second to look at it really quick, um.
[AGENT][NEUTRAL] Let me just a second while I pull up the group information.
[CUSTOMER][NEGATIVE] Because I, because I, you know, I'm paying the premium, you know, he, he, he wasn't.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I do see here.
[CUSTOMER][NEGATIVE] And I shouldn't have to keep paying for him when he did, you know.
[AGENT][NEUTRAL] Yes, it is totally understandable, Ms. [PII]. Um, since if you are the administrator of the group, you can go already directly in there and report that um he has to be terminated. My apologies for not noticing that this is, this policy is um through the group. Um you can also email us um to have it removed, removed effective um as [PII].
[AGENT][NEUTRAL] Um, and we will go ahead and just make the change right away.
[AGENT][NEUTRAL] But and also as I was saying um in the invoice you can always um if you have access to the online service center and look at it um I see that um the invoice is already is still open for May you can go ahead on that part and um for us it shows an option uh invoice audit and you can change the amount due in that section and just pay for the employee only premium.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it will reflect on the on the invoice that way you don't pay the entire amount for it.
[CUSTOMER][NEUTRAL] So it has a place where you can do employee only to make the adjustment?
[AGENT][NEUTRAL] Um, yes, you can just adjust it in there. Um, if you, uh, unfortunately, allow me just a second to see what is the premium for the um.
[AGENT][NEUTRAL] For this group, uh, I do not have access to that part of information about what is the individual, um, premium, the premium for an individual policy.
[AGENT][NEUTRAL] Oh, let's see.
[AGENT][NEUTRAL] Uh, no, I do not have access to that section. Um, but you can just only pay the premium for an individual policy, just adjust it and send us that payment.
[CUSTOMER][NEUTRAL] OK, so the if I go online to the site it'll show how how much the individual thing is?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have access to the rates and premiums for the group?
[CUSTOMER][NEGATIVE] What hell I don't know. I, I'm sorry, let me get logged in again.
[AGENT][NEUTRAL] Or, or would it
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I'm logged in.
[CUSTOMER][NEUTRAL] OK, where do I go for that?
[CUSTOMER][NEUTRAL] What she was talking about.
[AGENT][NEUTRAL] Um, you can um go to your invoice, open invoice.
[CUSTOMER][NEGATIVE] OK, wait just a minute it went stupid.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Open invoice?
[AGENT][NEUTRAL] Mhm and there should be an um invoice audit.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Or changes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you're saying the OK.
[AGENT][NEUTRAL] And it lists all the policies and the premiums too.
[CUSTOMER][NEGATIVE] OK, it's got billing details and then it shows I don't see where it um oh OK it's it's loading up now, OK, like it's got billing details and then it's got save changes submit invoice, oh that's to pay it. I ain't fixing to pay it.
[AGENT][NEUTRAL] Yes, but that is the area where you can modify it. If you click on the uh on the premium that is showing there, it should allow you to um mo um change it there.
[CUSTOMER][NEUTRAL] Well it's got 8957 but.
[CUSTOMER][NEUTRAL] It don't tell me I can change it.
[AGENT][NEUTRAL] Um, does it.
[CUSTOMER][NEUTRAL] I don't know what to change it to.
[AGENT][NEUTRAL] All right, Ms. [PII], um, mhm, since, uh, uh, unfortunately I do not have access to the premium amounts for an individual coverage, that should be something either the broker um should have on the renewal, um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] The sheet that they send every year, um.
[AGENT][NEUTRAL] I can connect you to.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Broker resources, so they can look at that and give you the premium for an individual. That is one option. The other option is you can email us.
[AGENT][NEUTRAL] At the care team email to have it um this policy updated for an individual.
[AGENT][NEUTRAL] And I would say it will take about 1 to 2 business days for it to change it.
[AGENT][NEUTRAL] And that will automatically um go ahead and update the, the, the, the, the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and who, who do I email for that?
[AGENT][NEUTRAL] Um, it will be the care team.
[CUSTOMER][NEUTRAL] Care team
[AGENT][NEUTRAL] Yes, at
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Am public.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and just put uh reference to the policy numbers.
[AGENT][NEUTRAL] Mhm. reference reference the policy number, um, group number and just say that um uh removing spouse from the policy and changing back um to individual effective and that will be effective [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll try that then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][POSITIVE] OK you too thank you bye.
[AGENT][POSITIVE] Thank you.