AccountId: 011433970860
ContactId: 84d98615-b0fb-4d22-b1d6-7bae3149aec4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1221060 ms
Total Talk Time (AGENT): 480415 ms
Total Talk Time (CUSTOMER): 358368 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/84d98615-b0fb-4d22-b1d6-7bae3149aec4_20250311T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], how are you doing? My name's [PII]. I'm an insurance agent and I'm here with uh one of your previous uh policyholders, uh, [PII]. I can hand him the phone. Uh, he just wanted to, we wanted to get a copy of the policy that he had before.
[AGENT][NEUTRAL] OK, alright, [PII], um, yes, if you can go ahead and give [PII] the phone, uh, first let me get his policy number.
[CUSTOMER][NEUTRAL] Yeah, I believe, um, you know, I'm not sure if this is correct, but I, you can verify on your end. It's 0.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] 2207183
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Yes, I do show that [PII] has that policy number. Um, let's see.
[CUSTOMER][NEUTRAL] That's disability.
[AGENT][NEUTRAL] No, that was the group um cancer policy, uh, the, but I've got the disability right here pulled up.
[AGENT][NEUTRAL] If that's the one that he needs. OK.
[CUSTOMER][NEUTRAL] OK, I'll give him the phone.
[CUSTOMER][NEUTRAL] Yeah, we just need all of them. Did he have, how many policies does he have?
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEUTRAL] He had uh the group cancer, short-term disability, and critical illness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you want to go ahead and
[CUSTOMER][NEUTRAL] Yeah, I'll hand him the phone.
[AGENT][POSITIVE] Yes, sir. Yes. Yes, thank you. I appreciate it so much, [PII].
[CUSTOMER][NEUTRAL] So he can verify his account.
[CUSTOMER][NEUTRAL] Ask
[CUSTOMER][POSITIVE] Thank you. Hi, how are you, [PII]?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII]. I'm with APL. Uh, I just need you to verify your policy for me so that we can make sure that we get your a copy of the policy for you.
[CUSTOMER][NEUTRAL] Yes, sorry.
[AGENT][NEUTRAL] Can you please give me your date of birth?
[CUSTOMER][POSITIVE] OK, absolutely.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Thank you, sir. And then can you also verify your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] I think it's the [PII] correct?
[AGENT][NEUTRAL] No, it looks like it's um
[AGENT][NEUTRAL] Uh street address in [PII].
[CUSTOMER][NEUTRAL] Oh, it's gonna be the [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and that's in uh [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And then what is your phone number, sir, that we have on the policy?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know if it's uh I I had a previous number but my current phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what.
[CUSTOMER][NEUTRAL] And at that time I probably have uh is that a good number you have or?
[AGENT][NEUTRAL] I just went ahead and changed it to the current number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK good and then uh my email.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Uh, uh-huh.
[CUSTOMER][NEUTRAL] My email I use for [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Is that one good or I can, or I have another one?
[AGENT][NEUTRAL] No, that's the one I have on the policy for you.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, let me go in.
[CUSTOMER][NEUTRAL] So if I can get the copies of, of all the policies that I have with you, would you be able to email them or or you have to mail them?
[AGENT][NEUTRAL] Uh, let me look real quick and see if I can email them to you if they're loaded.
[CUSTOMER][POSITIVE] OK, that, that'd be great that way I can get them right away.
[AGENT][NEUTRAL] Right. Let me, I'll just have to check because um the policy is lapsed, so it's kinda hard to retrieve them, but if they're loaded for me, then I'll be able to email them to you for sure.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Let me look real quick and see.
[AGENT][NEUTRAL] OK, um,
[AGENT][POSITIVE] I'm going, I'm actually gonna do this while we're on the phone together if you don't mind we'll just knock it out right now. I do have the short term disability is loading for me at the moment so that I can email that to you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And if you want I could put you on a quick hold let you do what you need to do um while I send these to you so you don't have to sit here and wait the whole time and then I'll get back on the phone and let you know that I'm completed.
[AGENT][NEUTRAL] Would you like that?
[CUSTOMER][POSITIVE] OK, that sounds good.
[CUSTOMER][POSITIVE] Absolutely, that'll work.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Alright, it's gonna be a hold while I get all this together. You're so very welcome, [PII].
[CUSTOMER][POSITIVE] OK, thank you. Thank you.
[AGENT][POSITIVE] All right. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, [PII], are you there?
[CUSTOMER][NEUTRAL] Yes, I'm still here.
[AGENT][NEUTRAL] OK, I, you should be getting 3 emails. I did it in 3 so that they would download for you and you wouldn't have to wait a long time. So each one, the short term disability, the group cancer, and the group critical illness will be coming in 3 separate emails.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me see here, see if I've got them yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where would they be coming from?
[AGENT][NEUTRAL] They're gonna be coming from the care team.
[CUSTOMER][NEUTRAL] I don't have anything yet.
[AGENT][NEUTRAL] Uh, also look in your spam.
[CUSTOMER][NEUTRAL] OK, I haven't received anything yet.
[AGENT][NEUTRAL] OK, it might take a moment for them to come through to you.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Sure, and [PII], which email do you have on file?
[AGENT][NEUTRAL] Uh, it's gonna be [PII].
[CUSTOMER][NEUTRAL] Oh no, no, I'm sorry, which email do you have on file for Mr. [PII]?
[AGENT][NEUTRAL] Oh, the one that he verified for me, the, um, let me go back to it.
[CUSTOMER][NEUTRAL] Oh OK, OK, [PII].
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] I'll I'll spell it, I'll spell it out for you. [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Add [PII].
[AGENT][NEUTRAL] Yes, that's the one I sent him to.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Maybe it's taking a minute. OK, it's just probably coming from far away then.
[AGENT][NEUTRAL] Yeah, it is, um, and they're pretty big documents, so it's probably gonna take a while for them to come all the way through to you.
[CUSTOMER][NEUTRAL] OK. [PII], well, while we wait just to make sure he receives it. I have a question.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um, so, so Mr. [PII], he, he's a lieutenant in the Los Angeles County Sheriff's Department, and he has other colleagues.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] He has other colleagues that, that also have APL and then uh May.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Of [PII], they received a letter from the broker saying that the disability policy was terminating.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. So, uh.
[CUSTOMER][NEUTRAL] Like, do you, do you know why it terminated?
[AGENT][NEUTRAL] Yes, the group decided, um, Union Bank and Trust is who they go through and they decided to no longer carry their policies with our company, um, I do.
[AGENT][NEUTRAL] You have a number if you guys want to call them and see who his insurance is through now.
[CUSTOMER][NEUTRAL] Oh, no, no, um, it's OK, but I was just thinking like, yeah, why did that happen? Maybe the disability policy was losing more money than it was coming in, that's usually the, the, the case.
[AGENT][NEUTRAL] I let me see
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] They actually decided just to use another company I believe.
[CUSTOMER][NEUTRAL] Mm. Yeah, cause I, I know there was a broker involved in in.
[AGENT][NEUTRAL] And I, I don't
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, and I'm not sure who that company is or who made the decision, uh, because this was a pretty large LA county group for us, um, but I do know that we did get notification that the group was changing um carriers.
[CUSTOMER][NEUTRAL] Yeah, so,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh wow. Yeah, that was, uh, that was, that was quick. I mean, they were only uh in force for 2 years.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, right, um.
[CUSTOMER][NEGATIVE] Yeah, um, as, as you can imagine, people weren't, weren't happy to receive that letter.
[AGENT][NEUTRAL] Yes, I
[AGENT][NEUTRAL] Right. And I'm so sorry, uh, because, I mean we loved having you guys. Everybody that we talked to was so kind every time we talked to them. And um unfortunately, we don't have the group anymore. Um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I do know I've had several employees call.
[CUSTOMER][NEUTRAL] Cause I know the broker.
[AGENT][NEUTRAL] Yes, sir. Go ahead.
[CUSTOMER][NEUTRAL] Yeah, yeah, cause the broker was um an employee retention benefits, right?
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Yeah. Yeah, so they decided to switch it again.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And we've had
[AGENT][NEUTRAL] Right, yes, that's, that's true, um, yeah, I did I had several employees call and ask how come we're not with with them anymore.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And some didn't even know that their benefits had moved to a different carrier, so, um, we made sure that we kept well I keep the phone number on my desk in case I get any calls so I can make sure that I transfer them to somebody that can help them because many of them don't know who their benefits are through.
[AGENT][POSITIVE] But we still, we still talk to you guys, um, almost daily so it's, it's not a bad thing because we still get to talk to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, no, no, I, we appreciate the help.
[AGENT][POSITIVE] No, it's no problem at all. I, I like helping and.
[CUSTOMER][NEUTRAL] So uh.
[AGENT][NEUTRAL] Yes sir, are you there?
[CUSTOMER][NEUTRAL] Yeah, I'm still waiting for the email. Nothing's come through yet.
[AGENT][NEUTRAL] Uh, let me keep looking. Let me see if it's sent on my end yet.
[CUSTOMER][POSITIVE] And then I'm just refreshing all of my.
[AGENT][NEUTRAL] Mm, I'm showing it sent.
[AGENT][NEUTRAL] Will you look in your spam?
[CUSTOMER][NEGATIVE] Yeah, I, I checked the uh spam and the junk and there's nothing there.
[AGENT][NEUTRAL] OK, and it's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah, I'm showing that they have sent on my end that they've gone through.
[CUSTOMER][NEUTRAL] OK. So it just might be um
[CUSTOMER][NEGATIVE] A delay because of the
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Big vi uh.
[AGENT][NEUTRAL] The sizes
[CUSTOMER][NEGATIVE] The documents are too large. Um, OK, uh.
[AGENT][NEUTRAL] Yeah, it could be.
[AGENT][NEUTRAL] It may be
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there a way to contact you back?
[AGENT][NEUTRAL] And I did send him
[AGENT][NEUTRAL] Uh, yes, sir. Uh, if you call the same number that you called previously.
[AGENT][NEUTRAL] And just ask for Tor ask for [PII] and anybody that answers the phone should be able to uh transfer you to me or they'll write me an IM and let me know that you're on the other line and I'll have to, I may be on a call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, that way I don't have you, that way I don't have you on the phone.
[AGENT][NEUTRAL] Right. No, that's OK. That's OK.
[CUSTOMER][NEUTRAL] Yeah, that way I don't have you on the phone uh while we wait. And if, if in case we don't get it, then I can call you back directly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, and Tory, so if, if people do have
[AGENT][NEUTRAL] Right. Give it a little while. Yes, sir.
[CUSTOMER][NEUTRAL] Sorry. Uh, if people do have questions uh about the termination of, of the disability or, or what they have now, who should they contact?
[AGENT][NEUTRAL] Yes. Um.
[AGENT][NEUTRAL] They need to contact um.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] The number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and who is this?
[AGENT][NEUTRAL] This is uh Union Bank and Trust and they if they contact that number and ask them who they have their benefits with, they should be able to help them.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] OK. Well, thanks, thanks for your assistance.
[AGENT][NEUTRAL] OK. It's, it's also um
[AGENT][NEUTRAL] ERB and employee retention benefits through Union Bank and Trust.
[CUSTOMER][NEUTRAL] OK. Got it. Um,
[CUSTOMER][NEUTRAL] I think that's, that's all the questions, um, and, and some people do still have the other plans, like the critical illness and accident, or was everything changed?
[AGENT][NEUTRAL] I think everything was changed from my understanding, um.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Let me ask you, um, [PII], can I get your email address and go ahead and forward these emails to you also so that you both can be looking for them?
[CUSTOMER][NEUTRAL] OK. OK. Yeah, perfect. Yeah. So, I'll give you my uh personal. It's uh [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I'm gonna go ahead and just forward this on to you too so that you both can be.
[CUSTOMER][POSITIVE] OK, perfect, because I still haven't received it yet.
[AGENT][NEUTRAL] OK, well, it does like I said it's a pretty large file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And and then [PII] um.
[CUSTOMER][NEUTRAL] I, you know, 11 of, um, Mr. [PII]'s colleagues, they got the notice that that the disability policy was gonna terminate, like literally a couple of days before it was going to happen. Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, and I'm assuming just the broker waited longer, right? Because I'm assuming like.
[CUSTOMER][NEUTRAL] I'm assuming they, they should have more time, right?
[AGENT][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] Like a notice
[AGENT][NEUTRAL] I'm not
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, I'm not sure what they decided to do as far as contacting the employees um because that was outside the realm of of our.
[AGENT][NEUTRAL] Our company, so I'm not real sure how they decided to do that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Got it. OK, [PII]. Well, thanks for your help.
[AGENT][POSITIVE] You're very welcome and I have forward those to you [PII] um they're they haven't gone through yet.
[AGENT][NEUTRAL] But they're trying.
[CUSTOMER][POSITIVE] OK, awesome. OK, thank you, Ms. Try and have a great day.
[AGENT][NEUTRAL] OK. Uh.
[AGENT][POSITIVE] You too you guys have a blessed day and thanks for calling APL you guys take care.
[CUSTOMER][POSITIVE] Thank you. Have a blessed day. Bye.
[AGENT][NEUTRAL] Mhm bye bye.