AccountId: 011433970860
ContactId: 9705d624-82ba-4aef-9b1f-06a16876c0a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1017169 ms
Total Talk Time (AGENT): 389583 ms
Total Talk Time (CUSTOMER): 411138 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/9705d624-82ba-4aef-9b1f-06a16876c0a4_20250110T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in billing. How are you?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm well. I have a customer on the phone. Her name is [PII]. She, she, uh, said she faxed over some paperwork to authorize auto draft and uh received paperwork in the mail, thought it got crossed and said she disregarded it because she thought, you know, I faxed it. I don't have to do that. Her policy has since been lapsed, I guess due to nonpayment, but.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I'm not 100% sure of all the lingos, but she wants to get this fixed. She wants to make sure that um everything is fixed and paid and reactivated.
[AGENT][NEUTRAL] Oh, goodness. OK. What's Ms. [PII]'s policy number?
[CUSTOMER][NEUTRAL] OK, she's got 3 but one of them is 236-528-8.
[AGENT][NEUTRAL] Yeah, girl, it could be lined up in their folders, you know, or it could be in the fax as I see too out here that's not been done yet.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I don't know when she sent it, but she said that she received the paperwork dated [PII] that she needed to send it back and.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] The policies lapsed as of [PII].
[AGENT][NEUTRAL] Uh hold on one second, let me get it pulled that up.
[AGENT][NEUTRAL] Oh goodness. 236-5288.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK. Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, put Miss, right. Oh.
[CUSTOMER][NEUTRAL] And I've I've already verified her address and phone number and the phone number on the screen is her callback number.
[AGENT][NEUTRAL] Oh wait.
[AGENT][POSITIVE] Wait, wait, this is one of those funny little groups. Oh, I think like CWA local. Oh my goodness, hold on.
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Hold on, I'm trying, oh my goodness. What is it about this? I'm trying to think if there's anything weird about these CWA's or not.
[AGENT][NEUTRAL] See that
[AGENT][NEUTRAL] You know how we have all these
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Funny little groups.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] I may have just tell her I'll call her back.
[AGENT][NEUTRAL] Do it. I'm not kidding. I'm not sure. Um, OK, put Miss [PII] through. Did you verify any information real quick? I didn't think to ask you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] She, yes ma'am, her uh address, phone number, and then she's even um verified her account and routing number.
[AGENT][POSITIVE] OK, wonderful. You're awesome. Thank you, dear.
[CUSTOMER][NEUTRAL] Alright, hold on one second.
[CUSTOMER][POSITIVE] Hi [PII], this is [PII]. I've got [PII] on the phone and she's gonna give you the assistance that you need, OK?
[CUSTOMER][POSITIVE] You all right, thank you, thank you for calling APO bye bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] customer service. How are you?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][POSITIVE] Wonderful, wonderful. So Ms. [PII], um, your, uh, you said you sent your information in to continue with your policies, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see, look, I'm just gonna read a few of these notes real quick, um, and you faxed that information in.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] All right. And Ms. [PII], do, do you know when or about you, uh, roughly when you faxed that information in?
[CUSTOMER][NEUTRAL] Uh, I thought I wrote it down on the paper. Where did I write that down?
[CUSTOMER][NEUTRAL] Let me find it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I just, I have a check mark that I did it. That's all I have.
[CUSTOMER][POSITIVE] OK, I right the day we've been going for it. I know to do that.
[CUSTOMER][NEUTRAL] I'm like, I know I wrote down because I had to do all of them, so I'm like, let me make sure I get all these insurance, everything.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But I'll tell you when, when did I get this account?
[CUSTOMER][NEUTRAL] So give me a date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm, I don't, I don't know.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well probably in November, around [PII], around there.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just checking on some um
[CUSTOMER][NEUTRAL] Because then I got, I got paperwork.
[CUSTOMER][NEUTRAL] Sent me [PII] or that's the date you guys.
[CUSTOMER][NEUTRAL] Put on there so let's say I got it within 4 days, so like around [PII].
[CUSTOMER][NEUTRAL] But it was the holidays and I've been trying to call but you guys were so busy to say why did I get new forms.
[AGENT][NEUTRAL] All right, so you
[CUSTOMER][NEUTRAL] And that's what I'm calling about.
[AGENT][NEUTRAL] OK, so you received some additional forms after you fax the other information in?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the [PII] got it like [PII].
[AGENT][NEUTRAL] Was it the same information that you received first and.
[CUSTOMER][NEUTRAL] Yeah it does look like it's the same one where I did the electronic funds transfer because I had to put in the new account.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEGATIVE] I gave you guys up.
[CUSTOMER][NEUTRAL] And this one says sign that's why.
[CUSTOMER][NEGATIVE] I've been trying to call since the [PII], believe it or not, I know it's been a month, but holidays and everything, and every time I call I was like I would be on hold for like 30-40 minutes so I was like I'd hang up, to be honest. It was too long of a wait. I'm like I can't do that.
[CUSTOMER][NEUTRAL] Retirement for me.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So Miss [PII], what it looks like what I am going to have to do.
[AGENT][NEUTRAL] I have somebody research your policy and see.
[AGENT][NEUTRAL] Let me go to this one the system with some notes on another policy of yours.
[CUSTOMER][NEUTRAL] Jesus [PII].
[CUSTOMER][NEUTRAL] I'm sorry. I've been so much trouble with everything, uh, you know, I got a confirmation that I
[CUSTOMER][NEGATIVE] Changed my medical in December and now I'm January and I'm talking 50 calls and I'm like they still can't figure it out. I have a confirmation saying I did it and now you guys just, you know, it's just one more thing it's just like I, I give up I give up.
[AGENT][POSITIVE] Oh, don't give up. We're gonna, we're gonna do our best to get you taken care of, Miss [PII]. Um,
[AGENT][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Yeah, because she had the right for the girl did that I talked to prior to you.
[CUSTOMER][NEGATIVE] She had this account number so and at first when she gave it I thought, OK, it's my new account through Valley Chunk, but it's not. She has my Chase account which I hardly ever use, but she had that account and I went back and I'm like nothing ever came out of the account.
[CUSTOMER][NEGATIVE] Because I thought it would be under my new account and that's why I was like I don't know why I got this letter anyway.
[CUSTOMER][NEUTRAL] And I'm like, you know, I haven't really noticed the payment coming out, but um.
[CUSTOMER][NEUTRAL] It would have been a whole another account.
[CUSTOMER][NEUTRAL] So I know I called because they the way they would have got that account number.
[AGENT][NEUTRAL] Alright, is
[CUSTOMER][NEUTRAL] The Chase account.
[CUSTOMER][NEUTRAL] What are you doing? Why isn't he doing this?
[AGENT][NEUTRAL] So we do have the correct account numbers in your policy.
[CUSTOMER][NEUTRAL] She did. She went over it. It's with my Chase Bank, but yes, she has that breast. Well, I had switched it.
[CUSTOMER][NEGATIVE] Because the one account that they had, that's the one I had to close, so then I opened up a new account with that same bank, and they frauded me again so I had to get a new account number so I thought maybe that's what happened.
[AGENT][POSITIVE] Oh bless you.
[CUSTOMER][NEUTRAL] I know this is all within the month and no wonder my medical don't anyway.
[CUSTOMER][NEUTRAL] So then it turned around and but when I checked with her right now, it was an account that I've had forever so another account that I just don't usually use for my bills, but um so she had that account number and yeah that's my account.
[CUSTOMER][NEUTRAL] So but it never came out of there.
[CUSTOMER][NEUTRAL] OK, how what is this happening?
[CUSTOMER][NEGATIVE] I can't do this.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm gonna check a few things and then I'm going to, it looks like I am going to have to uh email the customer service rep who's been working on your policy or who had worked on it and asked them to review the information. She's at lunch. I just tried to send her an IM and she's at lunch, so that didn't go through.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And I am going to have her review your policy.
[AGENT][NEUTRAL] And just see what's going on with it.
[AGENT][NEUTRAL] I am not
[AGENT][NEUTRAL] Not finding any completed bank information, but we have some reason we have your bank account information, you know.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, how did you get the bank?
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] They, she said that they showed it closed as of [PII].
[CUSTOMER][NEUTRAL] I'm like, OK, because no for non.
[AGENT][NEUTRAL] Oh wait, this, this was added back [PII].
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she said that.
[CUSTOMER][NEUTRAL] She should have closed [PII].
[CUSTOMER][NEGATIVE] I said, but you barely this letter is dated [PII]. I didn't get it until [PII].
[CUSTOMER][NEUTRAL] So I don't know.
[CUSTOMER][NEUTRAL] I just need to get it reinstated or figured out. I, I don't know.
[CUSTOMER][NEGATIVE] This is so stupid.
[AGENT][NEUTRAL] Right, I, OK, I see, I see bank information added back in [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] So I'm not sure.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It was, it was uh.
[CUSTOMER][NEUTRAL] [PII] uh let me see. I know that was, when did you say June?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I think it was like [PII] I think is what the note said. OK, what I'm going to do is have I'm going to send the customer service rep your policy numbers and ask her to review your policy, um, let her know that in the month of December you you had faxed the information over.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To continue to support did you
[CUSTOMER][NEUTRAL] It would have been
[CUSTOMER][NEUTRAL] It would have been the month of November because this is like.
[AGENT][NEUTRAL] Month of November, OK.
[CUSTOMER][NEUTRAL] Because I, OK, so I see where I had to change the account [PII], so it would have been in November.
[CUSTOMER][NEGATIVE] Because you guys were coming out of my alley strong account that I had to close ending in [PII].
[AGENT][NEUTRAL] OK, so you faxed the portability information in [PII], correct?
[CUSTOMER][NEUTRAL] That was
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I am going to let her know that so she can review your information and you were, uh, which policies were you trying to continue, Miss [PII]?
[CUSTOMER][NEUTRAL] Both of them, the critical illness, I can give you that policy number.
[AGENT][NEUTRAL] And the group
[AGENT][NEUTRAL] I've got both them. I've got your policies pulled up. So you're trying to continue with the group act and the group uh critical illness.
[CUSTOMER][NEUTRAL] Critical illness, the limited benefit medical plan, and the accident injury.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess one
[CUSTOMER][NEUTRAL] I have cri critical and then hospital hospital and um.
[CUSTOMER][NEUTRAL] Those 3.
[AGENT][NEUTRAL] OK, um, let's see, and your a good callback number for you is [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is
[AGENT][NEUTRAL] OK, I am going to, like I said, email the customer service rep. I'll give her your phone number, um.
[AGENT][POSITIVE] And I will tell you the best thing we've got uh.
[AGENT][POSITIVE] Email that information can be faxed, I mean emailed to, and it's so much better than faxing or mailing your information in because then you have someone to correspond that it's been received.
[AGENT][NEUTRAL] Um, just for our future references, would you like me to give you that email address?
[CUSTOMER][NEUTRAL] Yes, please, uh, hang on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I, uh, someone should be giving you a call back hopefully I don't know if it'll be today or Monday.
[CUSTOMER][NEUTRAL] Yes, the email address, I might have emailed it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Anyway, go ahead.
[AGENT][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then [PII].
[CUSTOMER][NEUTRAL] Now is that the same place where you send your claims to?
[AGENT][NEUTRAL] Uh, no, ma'am, they do not like. I'm, I'm glad you said that they do not like due to high, you know, it's just the sensitive information. They do not like claims to be emailed to anyone, um, at all. Claims has its own fax number.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh, OK, no, no, no, I, because I had done claims.
[CUSTOMER][NEUTRAL] I had done claims online and I've also done the upgraded and the so I just wondered if it was the same email that I have because when you said that I was like I have this email so I don't know if I did it for claims or did I email.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] The, I, I don't know. Anyway, OK.
[AGENT][NEUTRAL] Yes, ma'am. Um,
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yeah maybe I emailed my bank routing stuff information. I don't, I don't know.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Let's see, so that, but we're none of us are allowed to see any claims information. If you do not work in the claims department, you cannot even view their notes, so they like to keep that as strict and confidential as possible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. So Miss [PII], I'm going to have somebody review this policy, and they should be getting back with you. Um, I'm not, I cannot guarantee that it'll be today. It may be more more like Monday, but hopefully she'll get back with you just as soon as possible.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else we can assist you with at this moment?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][POSITIVE] OK. Well, Ms. [PII], thank you for calling APL and we hope you have a fantastic weekend.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.