AccountId: 011433970860
ContactId: 96004541-66ec-4910-b9f9-399c7e859406
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 571679 ms
Total Talk Time (AGENT): 264588 ms
Total Talk Time (CUSTOMER): 237730 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/96004541-66ec-4910-b9f9-399c7e859406_20250113T22:59_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII] and customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good, sir. How are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Um, I have a member on the line that, um, she said that she believes she's sending the portability letter, but we still terminate the policy and she wants to know why. I don't see anything indicating we received it, but I don't know if you can see that in your end. I don't know if you have something different, but I don't see anything here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 229-2958.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I don't see where we got it and [PII] lapsed the policy.
[CUSTOMER][NEUTRAL] Mhm yeah, looks like [PII] called her and sent her the email with the form, but she said that she remembers sending it back, but
[CUSTOMER][NEUTRAL] I don't see anything, um, and she asked me if it was too late to do anything about it, so I'm not, I'm not sure, so that's why I'm calling you, which I don't, I don't know. Are they still doing something or not?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, um, hold on, let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I know the last email that we received said that yeah, that was it, but I'm not sure.
[AGENT][NEUTRAL] Yes sure.
[AGENT][NEUTRAL] Um, just a second. I'm trying to check and see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm gonna have to get an approval from a supervisor to reinstate this. The termination notice that was sent out says we've made several attempts to reach you regarding your APL cancer policy and your coverage has been lapsed, and we sent back her premium for December.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see what this other thing is in here from the [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Probably the, the check stab that we sent her.
[AGENT][NEUTRAL] Yeah, it's the checks up for the refund.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] We're gonna have to call her back cause I don't know if [PII]'s gonna let us do it now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And do you want me to, um, do you wanna take the call or you want me just to tell her that we're gonna call her back? OK. OK. All right. So, um, the callback number, um,
[AGENT][NEUTRAL] Yeah, I can, I can tell her. Mhm.
[CUSTOMER][NEUTRAL] It's uh the same one in the system. And I did verify the information, all the information is correct, including the email is correct. OK, so let me go ahead and put her in.
[AGENT][POSITIVE] Alright thank you so much.
[CUSTOMER][POSITIVE] You're welcome. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank, thank you for holding and being patient for you Ms. [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, alright, thank you. You're welcome you have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Hi, Ms. [PII]. My name is [PII]. Uh, how are you doing today?
[CUSTOMER][NEUTRAL] Your name is what? I'm, I'm sorry, I didn't understand.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, it's that one, [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so telling me that um you were calling because you got a termination letter.
[CUSTOMER][NEUTRAL] OK, I had called.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And she said that you said you had sent in the form. Um, how did you send it in?
[CUSTOMER][NEUTRAL] So it
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I actually sent it looks like on a DocuSign. I went ahead and printed out uh what I had signed that day and it shows it, you know, being sent in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like a DocuSign.
[CUSTOMER][NEUTRAL] Do you need anything from this?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, can you email that form to us?
[CUSTOMER][NEUTRAL] It shows on the side it was signed [PII].
[CUSTOMER][POSITIVE] Yeah, yeah, I can, should be able to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, hold on one second, hold on.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Now is that the policy number that you have on it 2292958?
[AGENT][NEUTRAL] Yes, ma'am. That's the policy, um, that you had now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I am gonna have to get with a um supervisor to get an approval to reinstate the policy and then we'll have to issue a new policy, so you'll get a new policy number um but I will have to get with the supervisor about reactivating it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, because it shows us it says document e-signed by [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It shows a certain time and then it said it was completed. The agreement was completed, so hold on just one second, or where do I need to email this to?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you're gonna send that to care team.
[AGENT][NEGATIVE] [PII].
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] OK, I'm sorry, hold on one second.
[CUSTOMER][NEUTRAL] Hold on just one second, care team.
[AGENT][NEUTRAL] Mhm. At
[CUSTOMER][NEUTRAL] At
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Care team what?
[AGENT][NEUTRAL] I think we've got like a lull in the phone, so it's like there's a, uh, yeah.
[CUSTOMER][NEUTRAL] OK, I'm sorry I'm.
[CUSTOMER][NEUTRAL] We do and I've got a dog making noise in here. OK, so you said the email is just tell me the email.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, and what I need to send this to anyone in particular?
[AGENT][NEUTRAL] No, ma'am, the care team will send it to the person who handles these policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I would just put my uh policy number on there in the subject line or something.
[AGENT][NEUTRAL] Yes, ma'am. That's fine.
[CUSTOMER][NEUTRAL] Or or is there something I should uh else put in there about um termination or anything like that or what?
[AGENT][NEUTRAL] Um, uh, you can write in the body of the email that you received the termination letter, um, but, um, you had signed the form and send it in.
[AGENT][NEUTRAL] And to refer to the attached form and um just ask for your policy to be um reactivated and then they'll get it to whoever they need to get it to um for them to reactivate the policy and um then we'll have to issue your new policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I, and y'all did send a check for $39.50. Are you going to need me to just to, just to, uh, destroy that or you need it back in physical form or what?
[AGENT][NEUTRAL] Um, no, ma'am. You can.
[CUSTOMER][NEUTRAL] After, after.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I was just gonna say after y'all reinstated or reactivate it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So that is a refund for the month of December. uh, if it is approved to be reinstated, you will have to submit that payment back. um, so if you wanna hold on to the check and wait until it's reinstated and then um put the check in your account and then resubmit your payment, um, we can do that, um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But it's uh we'll have to get you to send a payment back to us.
[AGENT][NEUTRAL] Uh, for the month of December.
[CUSTOMER][NEUTRAL] OK, even though it was set up on a bank draft or something, so I guess something happened to that also.
[AGENT][NEUTRAL] Well, we can draft it. No, ma'am, we can draft it if that's what you want when we get it reinstated. uh, we can draft you to current. So if you wanna go ahead and deposit that check that way that 3950 will be in your account for when we draft it you can't, you can do it that way, um, if you're setting up on an automatic draft.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I mean, I, I guess I can put it in the bank, but it doesn't, I mean, I've got money there, so if it happens y'all can just draft it, but I guess I'll just, I so I'll go ahead and just cash this then.
[AGENT][NEUTRAL] Yes ma'am, I mean that's yours to cash and you will, but like I said, you will still owe for that month because we sent that back to you. So, um, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, but you can, you can deduct it or withdraw it at that time.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, OK, all right, well I thank you very much.
[AGENT][NEUTRAL] All right, Ms. [PII], was there anything else I could do for you?
[CUSTOMER][POSITIVE] Um, uh, hopefully this is all, this is all. Thank you so much.
[AGENT][POSITIVE] No problem. You have a great day, Ms. [PII]. Thank you for calling APO.
[CUSTOMER][NEUTRAL] Mhm. Bye bye.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye bye.