AccountId: 011433970860
ContactId: 91fe2023-0395-4e90-8016-55706f240a44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 513549 ms
Total Talk Time (AGENT): 213700 ms
Total Talk Time (CUSTOMER): 193925 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/91fe2023-0395-4e90-8016-55706f240a44_20250106T23:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is.
[CUSTOMER][NEUTRAL] I'm calling uh because my policy was supposed to be canceled. Uh, I'm just wondering if that has already taken into effect or if my policy is still active.
[AGENT][NEUTRAL] OK Miss [PII], I can check and see about your policy, see if it's been canceled or not. Can you give me your callback number just in case our.
[AGENT][NEGATIVE] Phone call is disconnected.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I don't have my policy number. I'm hoping I can provide you my social security number.
[AGENT][POSITIVE] Yes, that will work.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up so we can get the policy pulled in for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your first name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, OK, Miss [PII], can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It's [PII] and
[CUSTOMER][NEUTRAL] Uh, phone number uh email is the word [PII].
[CUSTOMER][NEUTRAL] And then what else did you ask me for?
[AGENT][NEUTRAL] The cell phone number that you gave me to call you if we're disconnected, is that, is that your cell phone number? Is that the phone number that we use? OK.
[CUSTOMER][NEUTRAL] Yeah, that's the number that should be on file, yeah.
[AGENT][POSITIVE] OK, thank you so much. I appreciate that. Let me look and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it looks like
[AGENT][NEUTRAL] Um, you had short-term disability policies with us and uh they are no longer active. They have been lapsed.
[CUSTOMER][NEUTRAL] As of when?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] 111 of 2024.
[CUSTOMER][NEUTRAL] Are you sure? Because I didn't call until after. I know that there was a policy that I, I guess there was an issue with one of my policies and I had um two separate ones. Can you confirm that?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, one of them was lapsed on [PII], the one that you paid the premium of $120 for $21 for.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the second policy that was issued, um,
[AGENT][NEUTRAL] On [PII], it was lapsed on it, it never went into effect. It's effective date and lapse date are the same. So it was issued on [PII], but also lapsed on [PII].
[AGENT][NEUTRAL] So it was never in, in effect.
[CUSTOMER][NEUTRAL] OK, cause my my.
[CUSTOMER][NEUTRAL] My payroll told me that it would take like 3 months for it to, I guess, cancel, um, and I believe I called in December, so I'm just curious as to why it ended in November.
[AGENT][NEUTRAL] Well, the pay date is [PII]. Let me look in the notes and see what it says.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Because it was paid to [PII], we didn't receive [PII]'s payment when um at on [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] That was when the
[AGENT][NEUTRAL] Um, policy was lapsed and it lapsed to the date that it was paid, which was [PII].
[CUSTOMER][NEUTRAL] That's strange because I was still seeing the deductions on my um paycheck.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm wondering.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I don't know how that would work if if there's if they took the premium out of my check.
[CUSTOMER][NEGATIVE] Does that mean that I should be covered, or does that mean that I have to be reimbursed? I don't know how that would work.
[AGENT][NEUTRAL] So you know that you had premium taken out of your check after [PII]?
[CUSTOMER][NEUTRAL] Yeah, because I actually started a new position [PII], and I didn't enroll into my new benefits until December and I inquired on the deduction of my paycheck and they told me that I was still going to see the deduction. I was still gonna have to pay for it for another 2 to 3 months, um, and I gave them the pay code because it was on my check stub, so.
[CUSTOMER][NEUTRAL] In this case, I mean, I don't know if
[CUSTOMER][NEUTRAL] My policy should be reopened or if
[AGENT][NEUTRAL] Yeah, I would
[AGENT][NEUTRAL] Right, I would talk to your your employer and let them know that you're we're showing the pay to date is [PII].
[CUSTOMER][NEUTRAL] Or if
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what happens if they just haven't sent the I guess the payment for the premium payment.
[AGENT][NEUTRAL] Uh, uh, now this policy, this, this group that you were with can do that there.
[AGENT][NEUTRAL] Allowed to do that to pay back premium um in arrears if they wanted to um if they did that.
[AGENT][NEUTRAL] And they paid on your policy, then it would reactivate your policy to um
[AGENT][NEUTRAL] Whatever date it was paid to.
[AGENT][NEUTRAL] But you're no longer employed and we don't we don't cancel policies unless especially when they're with a group like yours was with an employer we don't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Don't cancel policies unl[PII] we get notification from the group to cancel it.
[AGENT][NEUTRAL] So like if your policy had still been active when we looked at it, I would have had to ask you to go to your employer and tell them you want to cancel your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But your policy is lapsed.
[CUSTOMER][NEUTRAL] Yeah, that's strange because
[CUSTOMER][NEUTRAL] What does lapsed mean?
[AGENT][NEUTRAL] Uh, no longer active.
[CUSTOMER][NEUTRAL] OK. And so who would I have to speak to in reference to that, like me paying for it, but the actual ins uh I guess the actual policy canceled.
[AGENT][NEUTRAL] Right, you would need to speak to your employer because your premiums were payroll deducted from your employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will do that thank you so much.
[AGENT][POSITIVE] You're welcome. You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That was all, thank you.
[AGENT][POSITIVE] All right. Well, you have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.