AccountId: 011433970860
ContactId: 8b20d039-58e8-41e8-9d99-706dbd4ba9a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428260 ms
Total Talk Time (AGENT): 125674 ms
Total Talk Time (CUSTOMER): 203513 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/8b20d039-58e8-41e8-9d99-706dbd4ba9a3_20250313T13:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. How are you? Good morning. This is [PII].
[AGENT][POSITIVE] I'm, I'm good, so. How are you?
[CUSTOMER][NEUTRAL] Hey, I'm good, thank you. Um, I have a, a member on the line that she said she received a letter, I guess it was a portability letter and because I don't see anything else and I don't see the image of that letter, and she's asking about the amount, but she don't have the letter with hers. She's just trying to remember what she saw in that letter.
[AGENT][POSITIVE] Oh great.
[CUSTOMER][NEUTRAL] She said something about $190. I don't see anything, so I don't know what she's talking about.
[AGENT][NEUTRAL] Yeah, I don't think they're they're, I don't think they're imaging the, the letters like they're supposed to be.
[CUSTOMER][NEGATIVE] They're not, yeah, because I didn't see anything. I pulled the whole you know, the document thing here that they have now on the system. It was not there. It was just a certificate. Um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] OK, so I'm just gonna give you one of them, which um is gonna be the 25796556.
[AGENT][NEUTRAL] 5796.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I put the wrong number in.
[AGENT][NEUTRAL] 25796556.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] This is on group.
[CUSTOMER][NEUTRAL] She said that, that they, the group was not doing business with us no more, and she got a letter for her premium. She was gonna keep her policy.
[AGENT][NEUTRAL] Why would
[AGENT][NEUTRAL] Can that policy be kept?
[CUSTOMER][NEUTRAL] I have no idea. I, I just
[AGENT][NEUTRAL] I don't, I'm gonna have to look that up. I don't think I can.
[CUSTOMER][NEUTRAL] Yeah, that's why I was like, that, yeah, that's why I was looking for that letter because I'm like, well, if it's a portability letter I should be able to see it, but I didn't see anything.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Like I said, they're not, they're not imaging the letters. I don't know.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] We've, we've reported it and everything, but I don't.
[AGENT][NEGATIVE] Yeah, and there's no notes or anything on anybody even sending anything.
[CUSTOMER][NEUTRAL] Mm. No.
[CUSTOMER][NEUTRAL] Mm mm. There's nothing.
[CUSTOMER][NEUTRAL] That's why I was like, hmm, I'm, I'm, yeah. And I see no claims, so I know it was not a claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And then she's paying $190 and when I added all the, you know, premiums, it's just $140 so I'm like, oh, I have no idea what she's really talking about.
[AGENT][NEUTRAL] Oh OK. Well, I'm pulling up the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, I honestly don't think this one.
[AGENT][POSITIVE] Can be kept.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me go termination of coverage.
[AGENT][NEGATIVE] It's not portable, I don't think.
[CUSTOMER][NEUTRAL] Mm, I don't, I have no idea what she's talking about about the 190.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, I just wanna make sure before you transfer.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Yeah, she probably needs to call back when she, she's in front of the letter so she can give us a bit more information about that letter.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Premium.
[AGENT][NEUTRAL] Yeah, the date she, she, it ends the date she no longer qualifies as an insured. OK, I'm ready.
[CUSTOMER][NEUTRAL] OK, here she comes and I fully verify her the callback number is in the system, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. I got Miss um [PII] on the line. She's gonna assist you with the information, OK.
[CUSTOMER][POSITIVE] OK, thank you. You're welcome.
[AGENT][NEUTRAL] Uh, good morning, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm fine um thank you and how, how can I help you with this policies?
[CUSTOMER][NEUTRAL] Um, I received them, I guess, uh, I had it under my, uh.
[CUSTOMER][NEGATIVE] They canceled it.
[CUSTOMER][NEUTRAL] I guess it's gonna be
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] for them and I received I think it's 3 of them but they all had different.
[CUSTOMER][NEUTRAL] I'm not for sure if the those amounts were a month.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] How, how they, how the premiums are.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I'm showing that these policies are still active um and with on on the group billing um.
[CUSTOMER][NEUTRAL] Because on here, OK, we re unless they going OK.
[CUSTOMER][NEUTRAL] It says many of you have received.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And it says we terminated our agreement.
[AGENT][NEGATIVE] I'm sorry, but you're cutting, you're cutting out. I'm sorry.
[CUSTOMER][NEUTRAL] Says that they, they
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] Uh, right now, yes. Yes. Mhm.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] They said we terminated our agreement with Trans America on [PII] and now we're with.
[AGENT][NEUTRAL] You cut out, yeah.
[CUSTOMER][NEUTRAL] OK, so they just with a different couple different company.
[AGENT][NEUTRAL] Yes ma'am, um, they must have changed from Trans America to us, um, because our, your policies are, are starting [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, that's what it is.
[AGENT][NEUTRAL] With us.
[CUSTOMER][NEUTRAL] Oh, I read that wrong. I just saw Terminated and that was it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, my bad. OK, so if I had any claims that I've never done with Trans America, that's just gone, right? Because I never made any claims.
[AGENT][POSITIVE] No, no, no, that's good.
[AGENT][NEUTRAL] Uh, you would have to file those with them. You, you can file them with them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, well, that's all I needed, I guess I should, uh, take my time and read.
[AGENT][NEUTRAL] Oh OK.
[AGENT][POSITIVE] That's no problem, it's no problem at all.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else I can help you with, sir?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] No, that was easy breezy. Thank you so much.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a wonderful day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. All right, bye-bye.
[AGENT][NEUTRAL] Mm bye.