AccountId: 011433970860
ContactId: 7b01d80f-dff4-453d-b63e-c374d162dd94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 467140 ms
Total Talk Time (AGENT): 223643 ms
Total Talk Time (CUSTOMER): 196044 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/7b01d80f-dff4-453d-b63e-c374d162dd94_20250129T16:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], good morning. How are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking. How are you today?
[CUSTOMER][NEUTRAL] hanging in here. I need your help if you can possibly help me.
[AGENT][POSITIVE] I will be glad to give it everything I've got.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, well, I um believe I was a policy holder under a group plan and they rolled the group to another carrier and I never received notification that they were rolling the group and the new carrier that they went to, I cannot have a cancer plan with them because I'm an agent with them and I have to have my cancer plan through the agent portal, OK?
[CUSTOMER][NEUTRAL] I'm trying to find that if at all possible if I can keep my policy.
[AGENT][NEUTRAL] I understand.
[AGENT][POSITIVE] It would be my pleasure to help you with that. Do you happen to have your policy certificate number?
[CUSTOMER][NEUTRAL] Pardon?
[CUSTOMER][NEGATIVE] I never received anything.
[AGENT][POSITIVE] All right, not a problem.
[CUSTOMER][NEUTRAL] All I have is my social.
[AGENT][NEUTRAL] Alright, what's the social I can look it up by that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. And what is your date of, I'm sorry, your current mailing address, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. And what is your phone number and email address?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] At Monarch
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We didn't have an email on file for you so I'm gonna add that for you.
[CUSTOMER][NEUTRAL] OK. Do you specifically send out any sort of policy information or certificates or anything like that when people are enrolled?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So with this policy there is no um card ID card. Now we do have a portal at this time you would not be able to create an account, but we can get you to customer service regarding um portability on this policy.
[AGENT][NEUTRAL] And they can set you up and then you can create a login and password or if you ask them, you know, when I transfer you see about getting it mailed to your home address, but we do have that portal as well where you can view your policy benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yeah, I never got any of that information. Um, honestly, I don't remember signing up because your company name is kind of like American Income Life or whatever, not American Income Life, American.
[AGENT][NEUTRAL] Public life.
[CUSTOMER][NEUTRAL] What is
[CUSTOMER][NEUTRAL] But yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I don't remember that, but
[CUSTOMER][NEUTRAL] That um
[CUSTOMER][NEUTRAL] Uh, I don't know. That was 2 years ago. Um,
[AGENT][NEUTRAL] I understand that for sure.
[CUSTOMER][NEUTRAL] But is there a copy of like the application or anything like that if it's on file like how it was signed or who signed it or whatever.
[AGENT][NEUTRAL] Yes ma'am, they can in customer service they can give you that information. Now I will say that I show this policy has been active since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And so um let me give you our portal address and that way you'll have that once they activate the policy if it's, you know, if you decide to continue or there's an option to continue you can create a log in and password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if there's any benefits that you have.
[AGENT][NEUTRAL] Um, used, then you can file claims. There's no time frame you can file for reimbursement and our portal address is secured and it's SEC.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you'll go in as a new user and you're going to choose the first option. I'm an individual with an APL policy at that point you'll just put in your information and create that login and password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] And do you show that my policy is active at this point, or do I have to get with customer service to reactivate it?
[AGENT][NEUTRAL] Yeah, we'll need to get to customer service. Looks like the policy turned on [PII].
[CUSTOMER][NEGATIVE] OK, see, I didn't authorize that. So I'm very upset.
[AGENT][NEUTRAL] I can understand that for sure, but what we can do is let's.
[CUSTOMER][POSITIVE] OK, well, if you, I appreciate it.
[AGENT][POSITIVE] Yeah, let's see what we can do to get you reinstated and get you taken care of, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, thank you, Ms. [PII]. One moment, please.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hello, [PII]. I kind of waited you across the room yesterday, but I don't think you saw me. I never got to the same area you were. I was getting you a hug. Happy late hug.
[CUSTOMER][NEUTRAL] Uh uh.
[CUSTOMER][NEUTRAL] Uh, uh.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Look, I've got policy number 231.
[AGENT][NEUTRAL] 971 9.
[AGENT][NEUTRAL] [PII] verified your information, added her phone number and email.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she is wanting to know if she can put the policy.
[AGENT][NEUTRAL] Um, she said that she was not aware that her company was going with another provider.
[AGENT][NEUTRAL] And she wasn't told and she's upset. She never received anything from APL, all that, yada yada. Anyway, I've taken care of that. I did give her a portal in case the policy is reinstated.
[AGENT][NEUTRAL] Gave her instructions for creating an account so she can view her policy benefits, and if we can reinstate her, she may want a copy of the policy mailed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, if it's reinstated, it'll have to be issued as a new policy, but, uh, and then it will automatically mail so that part will be taken care of, but yeah, I can help her.
[AGENT][POSITIVE] Cool. And I did verify her information.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] All right. Thank you, [PII]. Let me get her on the line. Have a great day. One moment.
[CUSTOMER][NEUTRAL] You too. Mhm.
[AGENT][POSITIVE] Ms [PII], thank you for your patience. I have [PII] in our customer service department and she's checking on that portability information for you and we'll assist you further.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you. Appreciate it. Have a great day.
[AGENT][POSITIVE] Thank, thank you. You too. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye. Uh-huh.
[CUSTOMER][NEUTRAL] Uh, good morning, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEGATIVE] Oh girl, I'm frustrated with this that damn union of mine. Yes, I understand. um, let's see, and you're wanting to continue the policy, um.
[CUSTOMER][NEUTRAL] Well you can yeah you can't do that. I can't OK and does the price stay the same? Yes ma'am, uh huh but I do have some forms that I'll need to send to you you'll need to sign them and send them back to us. OK and then um do you have a copy of the original application in my file attached to my certificate or whatever?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, because