AccountId: 011433970860
ContactId: a095b8a4-75e7-4843-9d84-1418803ff812
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450739 ms
Total Talk Time (AGENT): 236249 ms
Total Talk Time (CUSTOMER): 158344 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/a095b8a4-75e7-4843-9d84-1418803ff812_20250327T14:18_UTC.wav
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[AGENT][NEUTRAL] From the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I'm sorry who is this?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], hey, this is [PII] from the care team. How are you?
[AGENT][POSITIVE] I'm doing well how about yourself?
[CUSTOMER][NEUTRAL] Doing alright, thank you. So I've got a member on the line. She does not have an active policy with us. The last policy she had, uh, shows it terminated in [PII]. Um, she is insisting that we are still drafting money from her account for a policy, um.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It is 923002.
[AGENT][NEUTRAL] We might be, let me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Pull up her bank account information. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We have a way to look up their banking information to see if we are pulling a draft deal.
[CUSTOMER][NEUTRAL] Oh cool. OK, I wasn't sure how we would be able to find that. I thought this might be a bit difficult.
[AGENT][NEUTRAL] No, we're not.
[CUSTOMER][POSITIVE] She did give me the amount as well.
[AGENT][NEUTRAL] What was the amount?
[CUSTOMER][NEGATIVE] $61.53 which was not this premium by a long shot.
[AGENT][NEUTRAL] That's not it.
[AGENT][NEUTRAL] Yeah, that's not a
[CUSTOMER][NEUTRAL] That's what I saw.
[AGENT][NEUTRAL] I'll talk to her. Yeah. A lot of times they see life something and they swear it to us.
[CUSTOMER][NEUTRAL] Would you mind telling her that?
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's what I saw it.
[AGENT][NEUTRAL] Um, what's your callback number just in case.
[CUSTOMER][NEUTRAL] It is yeah [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The one on the phone.
[CUSTOMER][NEUTRAL] Yes, yes, [PII].
[AGENT][POSITIVE] OK, I got it. All right, I've got her. Thank you.
[CUSTOMER][POSITIVE] Alright, you ready for her. Thank you. I appreciate it. Alright, bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][NEUTRAL] I'm OK.
[AGENT][NEUTRAL] I got your information pulled up in the representative that transferred you stated that you were inquiring about an auto draft that's coming out of your account.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, on that draft that's coming out of your checking account because I am looking at your information, can you verify what entity it's stating?
[CUSTOMER][NEUTRAL] It just says group insurance.
[AGENT][NEUTRAL] Our draft come out as American Public Life. I did do a draft transaction inquiry where we can put your bank information that we have on the system, in our system to see if anything else is coming out, and we're not pulling anything out of your account. We don't have any active transactions coming out for you. The only policy that you had was the.
[CUSTOMER][NEUTRAL] OK, but in 2.
[AGENT][NEUTRAL] Cancer policy, and that was 1490.
[CUSTOMER][NEUTRAL] Yeah, yeah, I was, but when my husband passed away in [PII].
[CUSTOMER][NEGATIVE] Y'all switched me over or something to another maybe another company I don't know and said it was $61.53. Well, who am I paying this to? Well, I don't understand. I thought I was paying it to you all all along.
[AGENT][NEUTRAL] We don't, we don't do that.
[AGENT][NEUTRAL] You can call your bank and ask them if who, if they have a number for the entity or an address.
[CUSTOMER][NEUTRAL] My dears.
[AGENT][NEUTRAL] But our transactions do say American public life.
[CUSTOMER][NEUTRAL] OK, but alright, so my husband passed away in [PII] and I took him off of that cancer policy and stopped paying it then, but then I said I wanted my own.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Here it is [PII] and I've been paying this all along.
[AGENT][NEUTRAL] Well, it still wouldn't
[AGENT][NEUTRAL] It still wouldn't have been us because we don't sell individual insurance. So if you would have canceled with us, that you would have lost it as a group product.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] OK, I'm gonna have to call my bank and see if they can give me anything if they can't. I don't know what I'm gonna do. I have no idea because the only people I ever.
[AGENT][NEUTRAL] You can, um.
[AGENT][NEUTRAL] Let's see what you can do. I, what I was gonna say, it's just a suggestion. If, if they don't have any information on it, you might, I don't know if you wanna put an automatic stop on it. You can stop it from deducting, but I guess you wanna know what it is before you do that, right?
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEGATIVE] Well, I'd like to because if I've been paying for nothing I want my money back.
[CUSTOMER][NEUTRAL] You know, so let me, let me call them and see.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't know. I don't know what happened.
[AGENT][NEUTRAL] Give me just a second. I'm gonna check one more thing, Ms. [PII]. I'm just gonna do, which I did do the draft information that we have on file, but let me just do a name search.
[AGENT][NEUTRAL] On your spouse just to make sure it's nothing in his name.
[AGENT][NEUTRAL] Which it shouldn't be, but just just for checking.
[AGENT][NEUTRAL] Yeah, it looks like he was just covered under your policy and he was taken.
[AGENT][NEUTRAL] He's no longer active. He was taking all of everything.
[CUSTOMER][NEUTRAL] When was he taken off?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEGATIVE] It's moving slow.
[AGENT][NEUTRAL] Looks like you changed it on [PII].
[CUSTOMER][NEUTRAL] OK, so a month after he passed.
[AGENT][NEUTRAL] And then you kept it for a while, and then it got canceled on [PII].
[CUSTOMER][NEGATIVE] He was taken off
[CUSTOMER][NEUTRAL] I don't know who would have canceled it. I don't know.
[AGENT][NEUTRAL] Let me see what it was cancer.
[CUSTOMER][NEGATIVE] I don't understand this at all.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] Oh,
[AGENT][NEGATIVE] The group canceled with us [PII]. They were supposed to be no excuse me, [PII], she wrote the wrong day. Um, the group canceled their master with us, so once that occurs, you can convert it, and when it looks like we did send conversion information, but we never got anything back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You sent the conversion information to who? To me?
[AGENT][NEUTRAL] Yes, ma'am, and this was in [PII]. That's what I was saying, we would have ported you if you were able to be ported, but without us receiving that application back, we don't port it until we get the application.
[CUSTOMER][NEGATIVE] But I had to fill something out because why would I be paying $61.53 a month? I had to have had something that I filled out.
[AGENT][NEUTRAL] Well, that's another thing. That wasn't the premium that we had set for you. You would have kept your same policy, same rate.
[AGENT][NEUTRAL] Um, as far as it just would have been individual, basically.
[AGENT][NEUTRAL] And the premium is 1490, so it's not as as far as that 6153.
[CUSTOMER][NEUTRAL] I am
[AGENT][NEUTRAL] I apologize, but there's no record of it.
[CUSTOMER][NEUTRAL] Oh, let me call the bank and see. Let me call the bank, see if they can give me info.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] All right, thank you, not right now, mm.
[AGENT][POSITIVE] All right, Ms. [PII], thank you for calling APO and you have a wonderful day.
[CUSTOMER][POSITIVE] OK, thanks.