AccountId: 011433970860
ContactId: 72887e1e-c519-4961-8398-7e7d77c5ca18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 569679 ms
Total Talk Time (AGENT): 172238 ms
Total Talk Time (CUSTOMER): 232204 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/72887e1e-c519-4961-8398-7e7d77c5ca18_20250122T17:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEGATIVE] I faxed or I sent for again my deduction paperwork.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But I noticed that nothing's coming out still.
[AGENT][POSITIVE] Well, Miss [PII], it would be my pleasure to take a look at that with you and see what's going on for you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] I have the cert number.
[AGENT][NEUTRAL] Yes, ma'am. What's that number?
[CUSTOMER][NEUTRAL] OK, I have 3 different ones, but here's the 1st 1 02365322.
[AGENT][NEUTRAL] All right, thank you. Do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] 32763
[CUSTOMER][NEUTRAL] Address [PII].
[AGENT][POSITIVE] Thank you and what is a good call back number and email?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect thank you so much. I appreciate that.
[AGENT][NEUTRAL] Now was this paperwork that you sent in, is it on your, um, is it a?
[AGENT][NEUTRAL] Accident or critical illness?
[CUSTOMER][NEUTRAL] The only thing that happened is I had.
[CUSTOMER][NEUTRAL] I, I have critical accident and hospital. I have all three.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEGATIVE] And I had to close my account because it was fraud so I opened up a new account, right? How do you take it out of a different account I've had for years.
[CUSTOMER][NEUTRAL] I guess they you guys never got the paperwork so they were saying I was in the process of getting canceled and so I sent the paperwork again.
[CUSTOMER][NEGATIVE] And then I got an email saying you guys got it but I still don't see any money coming out, so what are we doing?
[AGENT][NEUTRAL] Oh, let's take a look.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Was that recent?
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEGATIVE] Within the last 30 days, um, I don't know when I sent this, I'd have to look at my email.
[CUSTOMER][NEGATIVE] The letter I got was [PII], but they're saying I was canceled as of [PII] when I don't know how, when the letter was dated [PII], but I sent it since then.
[CUSTOMER][NEUTRAL] So it could have been 1 week ago, 2 weeks ago.
[CUSTOMER][NEUTRAL] I'd have to look at the
[AGENT][NEUTRAL] And you, yeah, and you said you received a letter stating that, that we received your documents?
[CUSTOMER][NEUTRAL] I got an email.
[AGENT][NEUTRAL] Can you tell me who that email was from?
[CUSTOMER][NEUTRAL] Um, hang on, I'd have to log on to my email. I didn't have. That's OK. I did not.
[AGENT][POSITIVE] I'm sorry. I'm trying to, I'm trying to get you to the right place.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it wasn't with the claim with for a claim, was it?
[CUSTOMER][NEUTRAL] No, no, no, no, no claims.
[AGENT][NEUTRAL] OK, so this is gonna be through customer service I would imagine.
[CUSTOMER][NEUTRAL] Yeah, probably.
[AGENT][NEUTRAL] Or was it, was it from APL or was it from Fidelity?
[CUSTOMER][NEUTRAL] APL.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this is in regards to your policy being um not active, is that correct? You're wanting it to be active, is that right?
[CUSTOMER][NEUTRAL] Yeah, I want it active. The only thing I did was change my bank account. Now I have changed my name legally, but I haven't got my driver's license changed yet. I just changed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what I need to do, Ms. [PII], is to transfer you to our customer service department because that email is probably from them.
[AGENT][NEUTRAL] So if you don't, do you mind holding while I transfer the call and let's see if we can get this resolved for you?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] All right, thank you. If you'll hold one moment, please.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hi, [PII]. I got a good one. I'm sorry.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] You're good. All right. What do you have?
[AGENT][NEUTRAL] OK. So let me give you a policy number. This lady has 3 policies, but I'm gonna give you policy number 236.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 523 8
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, she, her policy lapsed due to fraud.
[AGENT][NEGATIVE] And she's changed her credit card information for payment, but now, she said she received an email and there's no claim documents, so I'm thinking it's gonna be from customer service.
[CUSTOMER][NEUTRAL] OK, let me see really quick.
[CUSTOMER][NEUTRAL] No, it's verified information.
[AGENT][NEUTRAL] So it's all gonna be through regarding her policy.
[CUSTOMER][NEUTRAL] Mhm. Yes, apparently she um verified the billing information. We, she faxed her portability information to us.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, OK. Let me look into the other policies.
[CUSTOMER][NEUTRAL] If there's anything else.
[CUSTOMER][NEUTRAL] Received transfer call request beneficiary.
[CUSTOMER][NEUTRAL] OK. No.
[CUSTOMER][NEUTRAL] 288 the last one.
[AGENT][NEUTRAL] OK, so 1:13 it was a hub request sent.
[AGENT][NEUTRAL] Portability. Oh, you talked to her on the [PII].
[CUSTOMER][NEUTRAL] OK, so the portability, uh, oh, I believe, let me see.
[CUSTOMER][NEUTRAL] Kind of sounded familiar.
[AGENT][NEUTRAL] That's on the policy ending 285288.
[CUSTOMER][NEUTRAL] 288.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she said she sent in information.
[CUSTOMER][NEUTRAL] OK, now let's see, 236-528-8.
[CUSTOMER][NEUTRAL] OK, continuation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, there is another hub request as well.
[CUSTOMER][NEUTRAL] There's 2 actually for her.
[CUSTOMER][NEUTRAL] All right. I can go ahead and take the call.
[AGENT][NEUTRAL] All right, let me just, and I did verify all of her information.
[CUSTOMER][POSITIVE] All right. Good. Thank you.
[AGENT][NEUTRAL] But she said she has changed her name but she hasn't gotten her driver's license.
[AGENT][NEUTRAL] So I don't know, she didn't give me her name change or she just verified the information we have on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, got it.
[AGENT][NEUTRAL] All right. Thank you, [PII]. Let me get Miss [PII] on the line. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Miss [PII], thank you for your patience. I have [PII] on the line and she has been checking into that and we'll assist you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Good morning Miss [PII]. Hello, this is [PII] in customer service.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hello, hey, I was just um advised that you already sent to us all your paperwork for you to um continue your policies. I am seeing here in the system that we already received them, but they have not been processed yet, um.
[CUSTOMER][NEUTRAL] I see that it has been a couple of weeks already. So what I can do right now is um send a notification directly to the person in charge of.
[AGENT][NEUTRAL] Mhm.