AccountId: 011433970860
ContactId: 7612b474-4d60-403f-be12-d75173842969
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 852140 ms
Total Talk Time (AGENT): 505745 ms
Total Talk Time (CUSTOMER): 259137 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/7612b474-4d60-403f-be12-d75173842969_20250128T22:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] how you doing?
[AGENT][POSITIVE] I'm good, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. I have an insured on the line and she's a little irate, but I think maybe you can help her.
[AGENT][NEUTRAL] Oh boy. OK. What is the policy number?
[CUSTOMER][NEUTRAL] We have 4 individual policy numbers.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, we got 646-259, but because she's beneficiary and payer, you can't see UIQ it. um, I can give you all four if you need them.
[AGENT][NEUTRAL] Just give me one of them.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh OK, got you, got you.
[AGENT][POSITIVE] Yes, go ahead and list them all.
[CUSTOMER][NEUTRAL] OK, the next one is 646-519.
[CUSTOMER][NEUTRAL] And then there's sequential then it's 520 and 521.
[AGENT][NEGATIVE] Is it bad that I think I already know who this is?
[CUSTOMER][NEUTRAL] OK, well, it's Ms. [PII] and um so I've been trying to find.
[CUSTOMER][NEUTRAL] Um, the, the notes on this policy because she said that she called and requested for her policy to be billed on the [PII], and I don't even know if that's possible because not every month has a [PII], um, you know, January only goes up to [PII] so I'm like not sure what they'll but I finally found a note that was put in on the policy ending in 520 about her last contact which was just.
[CUSTOMER][NEUTRAL] Like a couple weeks ago.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] But she's really mad because she was under the impression that we were going to bill her on the [PII] and we can't understand why we're billing her before that, um.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see. He called wanting to change her draft day. She has contacted us before and since she had retired, she's trying to make sure her check is in the bank before we drafted K. She stated that she's going to let this month's draft out since we have already drafted this month for the first, she wants her draft to be taken out on the [PII] of the month.
[AGENT][NEUTRAL] In order for her to do this, she will have to let January premium deduct on the [PII], contact us before [PII] to change her draft date to the [PII]. She is payer of several policies that she took out when she was with her employer. She was transferred.
[AGENT][NEUTRAL] So all demographics were verified prior to transfer also gave her my name and extension to contact me back the first week of February so that we can get her updated, OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] These notes are saying that she wants to be drafted on the [PII] of the month.
[CUSTOMER][NEGATIVE] Yes, she seems upset because she was under the impression we weren't gonna draft her her paycheck doesn't come in until the [PII], and she thought she doesn't understand why we're billing her all the bills went through for the [PII] this month, and she doesn't understand why, and she's really mad.
[AGENT][NEUTRAL] And according to the notes, [PII] told her it would still be drafted on the [PII].
[AGENT][NEUTRAL] I'm just confused as to why.
[AGENT][NEUTRAL] You wanna change your draft date.
[CUSTOMER][NEUTRAL] So when I look at PA I show the draft date still is the [PII] and so.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm not, I guess I don't really know anything else but I don't take payments, so like I don't know if you can just change the draft date for one day on the policy or.
[CUSTOMER][NEUTRAL] If or maybe we only drop on like I, I just, I'm not sure I quite understand exactly how it works.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so she set up for the [PII], but our drafts are only once a week instead of daily. So since the draft was set for the [PII], it drafted today for the dates. Today's draft was for the dates between the [PII] and the [PII], um, so since her date was set for the [PII], um, it came out today.
[AGENT][NEUTRAL] Which according to the notes, [PII] told her that it would still come out on the [PII] and then she would need to call us to change it in February to the [PII].
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, because the first draft in February is on.
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] So she would have to call us before the [PII] to set that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just a I'm just confused as to what happened like.
[AGENT][NEUTRAL] I don't, I'm not sure, um, but I can talk to her, but I mean there's really nothing we could do about what's already been drafted, um, that I can talk to her and go ahead and set up the, the change to the first, but it's gonna be.
[CUSTOMER][NEUTRAL] For her.
[AGENT][NEUTRAL] That she, but she just, she was just drafted.
[AGENT][NEUTRAL] So she's gonna be drafted again on [PII] if she changes it to the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] All right, I, um, oh, she hung up. She thinks I'm an idiot, so she did not want to talk to me anymore.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Oh no. Well, I'm sorry it took me so long. I was trying to figure out what was going on.
[CUSTOMER][NEUTRAL] No, it's OK. I was doing the same thing because I was reading through all the notes on every policy and then she had me keep going back to different screens.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's hard when they have these life policies that it's, you've got multiple ones. I've got another one, that has this many, um, it's not this lady though. I thought it was another lady. I have another lady that has a bunch of policies like this too, um.
[AGENT][NEUTRAL] But yeah, I mean,
[AGENT][NEUTRAL] I'm just, I'm not quite understanding why we didn't.
[AGENT][NEUTRAL] Go ahead and change it to the first.
[CUSTOMER][NEUTRAL] Like right then?
[AGENT][NEUTRAL] Yeah, but I don't know because I wasn't on the call, so it looks like from the note from [PII], it was understood that her January premium would still be deducted on the [PII] and then she would need to contact us back before [PII] to change her draft date to the [PII] because [PII] is when the first draft in February comes out, so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] That's the whole the draft dates being different thing like literally is super confusing um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So do we only bill like is it every Friday like what day you said we only bill once a week?
[AGENT][NEGATIVE] Yes, we bill once every 7 days. So like we built, we billed today and then 123456, well, I'll say 7 days, but it's really not.
[AGENT][NEUTRAL] How do they? Honestly?
[CUSTOMER][NEUTRAL] Do we bill like on the [PII], the [PII], the [PII], and the [PII] of every month, so it has to fall on one of those?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 4
[AGENT][NEGATIVE] See something's wrong with the calendar because the dates of the [PII], [PII], and [PII] are not listed in here anywhere as a bill date, so I'm gonna have to.
[AGENT][NEUTRAL] Let somebody know that.
[AGENT][NEGATIVE] I don't think the dates are right that are in here right now.
[CUSTOMER][NEUTRAL] And I wonder, well, can you bill, like, can you really bill on the [PII], the [PII], and the [PII] if every.
[CUSTOMER][NEUTRAL] Policy like I mean not every month has those days.
[AGENT][NEUTRAL] Right, so it does get a little wonky in February, yeah, because there's not those dates, so it gets a little messed up, um, but it's sometimes it's on Friday, sometimes it's on Tuesday like it was today. Honestly, I don't.
[CUSTOMER][NEUTRAL] We get swampy.
[AGENT][NEUTRAL] I don't know how they do it like this whole month we drafted on Tuesdays.
[AGENT][NEUTRAL] And then in February, the whole month we're drafting on Fridays.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, I'm gonna, I feel like if that makes sense like it's always the [PII], the [PII], the [PII], or the [PII].
[AGENT][NEUTRAL] Yes, that's how it's gonna be for February and March at least I know, um, but it's gonna be different in April.
[CUSTOMER][NEUTRAL] That was
[CUSTOMER][POSITIVE] Oh goodness, OK.
[AGENT][NEUTRAL] Yeah, so it's gonna change again in April, so it's like.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Wait.
[AGENT][NEUTRAL] OK, the [PII], the [PII], the [PII], and the [PII]. So yes, that's, that's how it is. So the, um, February and March the [PII], the [PII], the [PII], and the [PII] all fall on Fridays.
[AGENT][NEUTRAL] And then in April the [PII], the [PII], the [PII], and the [PII] all fall on Monday.
[CUSTOMER][NEUTRAL] So it'll be billed on Monday then.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yes, so in April the the bill dates will be on Mondays.
[CUSTOMER][NEUTRAL] OK, this is so crazy, and you don't even have to indulge me in this information, but in June when it falls off on a Saturday, does it come out the following Monday or the Friday before?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The following Monday.
[CUSTOMER][NEUTRAL] Following Monday and then memory while I have you on the line um you'd need a note about the cancer policy I put in a hub request for.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, so the insured who called about that, she's a part two on that, like she's covered under the policy, so wouldn't she be able to have access to the policy information?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So hold on just a second. Let me get out of there. OK, so if she is a part two,
[AGENT][POSITIVE] That is a great area and a good question.
[AGENT][NEUTRAL] Um, we wouldn't be able to make any changes to the policy without the death certificate, um, and if the spouse calls in, you know, you can't discuss the policy with the spouse without consent from the individual. So like.
[CUSTOMER][NEUTRAL] I felt like so if someone had a Medin account and they called and they were like hey you know I wanna know what my benefits are, my coverage details as long as they were on the policy we could talk about what those benefits are with them, um, but they couldn't make any changes to the policy.
[CUSTOMER][NEUTRAL] And we can't discuss premium so that's where like I'm not sure there's so many like it feels like just little gray areas, uh, but I didn't know if I could tell her that there wasn't a death benefit on her policy at all, but she still had to report death like I wasn't really sure.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] Mhm. Yeah. So what I've been, what I was taught is that we can't divulge any information regarding policies without consent from the main insured.
[AGENT][NEUTRAL] So if people call in and they're like, I'm the spouse, my husband's working, um, and I need this information. I'm sorry, I need your spouse to call me on 3 way or something. I'll sit here and wait for you to call him. I just need verbal authorization that I can speak with you today regarding the policy. And so that's what I have always been told.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And talk and so when I'm looking at it from the death certificate point of view, I'm thinking that's the same way that since we can't speak to the insured, we do need the death certificate and then once we receive the death certificate we can answer any questions that they have and we can also convert the policy over if they're wanting to keep it, um, but we wouldn't be able to do any of that without the death certificate, so.
[AGENT][NEUTRAL] Um, I mean, just the way I've been taught, I would say that we don't divulge any information before we receive the death certificate because I've just been taught that we don't tell, we can't discuss any of the policy information without verbal um authorization from the insured.
[CUSTOMER][MIXED] OK, yeah, no, that makes sense and especially when depths in the picture like things get really tricky.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] So I'm gonna call her back and just tell her, you know, that we, once we receive the death certificate, um, we could call her back or um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you need to.
[AGENT][NEUTRAL] However she wants to handle it, but we do have to have that first before we can answer any questions, make any changes um to the policy we will have to have that first.
[CUSTOMER][NEUTRAL] OK, yeah, no that makes sense cool I just wanted to follow up. I wasn't really sure, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No problem, and I figured you would, uh, so when I got the call, I was like, oh [PII], I just sent you a message.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, so yeah, I just wanted to put that on there that way you knew um we do have to have that first, um, but I'm gonna call her back here in just a second.
[CUSTOMER][POSITIVE] OK perfect hey thank you so much for all of your help today I really appreciate your time.
[AGENT][POSITIVE] No problem. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Mhm bye bye.