AccountId: 011433970860
ContactId: 7c5a76f1-8e54-4577-9e4b-6ff7ac530f58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 870659 ms
Total Talk Time (AGENT): 267871 ms
Total Talk Time (CUSTOMER): 278793 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/7c5a76f1-8e54-4577-9e4b-6ff7ac530f58_20250523T20:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from the care team at APL. I have a Terry [PII] on the line. Um, I verified her. She said that she retired from her employer, and she said she never got any paperwork. She wanted to support her policy, um, she said she never got any paperwork. She said she sent something in you.
[CUSTOMER][NEGATIVE] Um, or she possibly has sent something into you, and I can't see that she sent anything. I don't have a COR date on here or anything.
[AGENT][NEUTRAL] OK. Do you know the policy number?
[CUSTOMER][NEUTRAL] The policy number is 2390.
[CUSTOMER][NEUTRAL] 249.
[AGENT][NEUTRAL] OK hold on just a moment let me pull it up.
[AGENT][NEUTRAL] We found another screen here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 024.
[AGENT][POSITIVE] Very spark
[AGENT][NEUTRAL] OK, when did she send it in? Did she say or?
[CUSTOMER][NEGATIVE] She didn't. That's why her the phone kept going in and out, so she said she never got anything from us, so she doesn't know what she needs to send to support her policy, um, but she said she sent something in I just don't know what she, what she sent.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, it's
[AGENT][NEGATIVE] Well it's too late to send it in now.
[AGENT][NEUTRAL] But let me see, I'm looking through.
[CUSTOMER][NEUTRAL] OK, do you want me to just tell her that?
[AGENT][NEUTRAL] No, no, no, no. I'm, I'm looking through um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see golden.
[AGENT][NEGATIVE] I've received some this week and I would, I haven't done my letters yet to to send out that they're too late to to convert.
[AGENT][NEUTRAL] But I was wanting to see if one of them was her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's tell me it's not yet. Let's check this one.
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] I never knew anybody named [PII] until [PII] started working here and now we get tons of people named [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] You, you can go ahead and transfer.
[AGENT][NEUTRAL] Um, I'll be looking.
[CUSTOMER][NEUTRAL] OK, and did you say your name was [PII]?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK, give me one moment I'll transfer her.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII], are you still on the line?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have [PII] from customer service she's going to be looking into that for you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Great thank you so much have a great day.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, good afternoon, [PII]. um, I'm sorry.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, this is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good. And she said that you stated that you sent something in to us to continue the policy, is that correct?
[CUSTOMER][NEUTRAL] I thought I did. I was looking in some, some through some paperwork and I see some notes here and um I have it checked and highlighted and then I have on here um we'll mail paperwork. So I'm thinking that that note was you all supposed to mailing me some paperwork.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But I'm trying to find out if I sent it back. I'm pretty sure if it was sent to me, I sent it back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or I'm just trying to track it down to see if this policy I know she said it lapsed in January.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, I'm looking through.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] I'm not showing where we've received anything back from you on this.
[AGENT][NEUTRAL] And you're calling on the critical illness?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh-huh. The critical illness, the heart, cancer, heart and stroke or something.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] I'm not, I'm.
[AGENT][NEUTRAL] Don't think that that policy was, was able to be continued, um.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] On the little um the little check sheet that entry gave me.
[CUSTOMER][NEUTRAL] They told me that, you know, it says, can I continue and it has yet decided.
[CUSTOMER][NEUTRAL] So they told me everything that all listed everything that I could continue after I retired.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And you can't, can you reinstate it after it's been
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You pulled it up.
[AGENT][NEUTRAL] I see where you send in the electronic transfer form.
[AGENT][NEUTRAL] But for some reason, it is connected with somebody else's policy.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Yeah, the letter that's imaged with that.
[AGENT][NEUTRAL] It's somebody else's.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But yeah, I do have that in here.
[AGENT][NEUTRAL] Uh, so I will be able to.
[AGENT][NEUTRAL] Um, reinstate it for you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is it gonna be OK to draft it current?
[AGENT][NEUTRAL] Because it looks like you're gonna.
[CUSTOMER][NEUTRAL] How much is that?
[AGENT][NEUTRAL] 28 11 56.
[AGENT][NEUTRAL] 16866.
[AGENT][NEUTRAL] Yeah, for January through June.
[AGENT][NEUTRAL] And then they'll go back down to 2811 in July.
[CUSTOMER][NEUTRAL] 168.
[CUSTOMER][NEUTRAL] 16866 and that's for January and June.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yes ma'am, for 6 months.
[CUSTOMER][NEGATIVE] Oh jeez.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, you said I did send it in, but it's attached to somebody else's or somebody else is attached to mine.
[AGENT][NEUTRAL] Uh, yes, uh-huh, the, well, the letter that was imaged with it usually, you know, when we receive something back in the mail.
[AGENT][NEGATIVE] They, they, uh, scan it in and it's just got somebody's behind it is, is the only problem, but um that's probably why it wasn't done.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So that's my question about it cause I was like, I could have swore I had that and I didn't see anything. I haven't seen anything coming out of my account for it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Am I supposed to be mailing the payment in or do y'all draft it?
[AGENT][NEUTRAL] No ma'am, um, I can draft it, um, as long as it's OK to draft, uh, for the 6 months, and that'll be on [PII].
[CUSTOMER][NEUTRAL] What'll be [PII].
[AGENT][NEUTRAL] The next time that we draft.
[AGENT][NEUTRAL] The next
[AGENT][NEUTRAL] Draft day.
[AGENT][NEUTRAL] That we have.
[CUSTOMER][NEUTRAL] OK. So you're saying you can draft on [PII].
[CUSTOMER][NEUTRAL] For January through June, January through June for the amount of 16866.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then starting July.
[CUSTOMER][NEUTRAL] You said it'll be how much? 2?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] 2811 per month.
[AGENT][NEUTRAL] And it'll be done once a month.
[CUSTOMER][NEUTRAL] On what day of the month?
[AGENT][NEUTRAL] On the [PII] of every month.
[CUSTOMER][NEUTRAL] every night.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] So it really wouldn't be enforced until that payment is made, right?
[AGENT][NEUTRAL] Right. The, well, I, I can do it on the [PII] of this month if you'd rather.
[CUSTOMER][NEUTRAL] Reinstated into that thing.
[AGENT][NEUTRAL] But that will be paying your your your payment at the end of the month instead of towards the beginning of the month.
[CUSTOMER][NEUTRAL] Yeah, I need it at the beginning of the month I think.
[AGENT][NEUTRAL] OK, so the [PII] would be the best way to do that.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Reinstate it so that's why my payment hadn't been coming out then, huh?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh man.
[CUSTOMER][NEGATIVE] You probably jack my insurance up.
[AGENT][NEUTRAL] I'm sorry that was submit that on our part, but um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want me to go ahead and set that up for you?
[CUSTOMER][NEUTRAL] Uh, set it up for [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Draft on [PII].
[CUSTOMER][NEUTRAL] And who, wait a minute, let me, let me ask this first.
[CUSTOMER][NEUTRAL] Is it just for me or is it for um who else on that policy?
[AGENT][NEUTRAL] It it's it's only you.
[CUSTOMER][NEUTRAL] Oh it's only me.
[CUSTOMER][NEUTRAL] I thought it was me and [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Go back and make sure.
[AGENT][NEUTRAL] No ma'am, it's individual.
[CUSTOMER][NEUTRAL] She and me and [PII].
[CUSTOMER][NEUTRAL] It's the individual.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's only on you.
[CUSTOMER][NEUTRAL] OK, I'm thinking here.
[CUSTOMER][NEUTRAL] I'm thinking, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] And you can't add anyone, can you?
[AGENT][NEUTRAL] No, ma'am, you cannot.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I'm, I'm gonna, I'm gonna wait. Do you think?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me think.
[CUSTOMER][NEUTRAL] And um I'll get back with you before the [PII] then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. All right.
[CUSTOMER][POSITIVE] OK. All right. Thank, thank you. 001 other question.
[AGENT][NEUTRAL] All right, well
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, are you all the ones that handle.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like where you get your, your wellness checkups and stuff.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] For your mammogram.
[AGENT][NEUTRAL] I'm sorry, it's it's.
[AGENT][NEUTRAL] My system's acting up for me.
[AGENT][NEUTRAL] I take one.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm not sure if that's covered under the critical illness or not, but I can get somebody in our benefits department that can look that up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with in customer service before I connect you with benefits?
[CUSTOMER][NEUTRAL] Uh, that's it.
[AGENT][POSITIVE] OK, well thank you for calling APO. You have a wonderful weekend and hold and I'll connect you with benefits.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Mhm, thank you.
[AGENT][POSITIVE] And can I get a good call back number just in case we're disconnected? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you hold on just.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Yeah, I'm fine. Ready for this day to be over. What's up?
[AGENT][NEUTRAL] I've got an insured on the phone and she's got a critical illness policy which is canceled, but she's wanting to check to see if it has the wellness benefit on there.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] The policy number is 239-0249.
[AGENT][NEUTRAL] On a [PII].
[CUSTOMER][NEUTRAL] Alright, one moment.
[CUSTOMER][NEUTRAL] And she wants to know if there's a wellness benefit on the plan or was a wellness benefit?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I actually want her now policy lasted 25.
[CUSTOMER][NEUTRAL] Uh, sure, you can send it to me. I'll verify it with her.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Here she is.
[CUSTOMER][NEUTRAL] Mhm.