AccountId: 011433970860
ContactId: a57a69d1-236e-4f60-bdb0-e3db92b8cb86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 513210 ms
Total Talk Time (AGENT): 309864 ms
Total Talk Time (CUSTOMER): 187624 ms
Interruptions: 7
Overall Sentiment: AGENT=0, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/a57a69d1-236e-4f60-bdb0-e3db92b8cb86_20250115T22:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] with the care team.
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Hey, sorry to be so needy today.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] You are perfectly fine. What you got there.
[CUSTOMER][NEUTRAL] Hey, I got something I'm just really curious about. I have a gentleman I was helping. He's no longer on the line, um, but his policy number 236-522-29 was his accident policy with us, and he wants to know why his policy termed because he said that he retired and that he took over.
[CUSTOMER][NEUTRAL] Payment of his policies.
[CUSTOMER][NEUTRAL] Um, but I'm showing even on his active policy that his payment mode is one.
[CUSTOMER][NEGATIVE] And so I just, I don't really know, um, did the insurer, I mean like did the group because I was like, oh maybe your group dropped it, you know, maybe reach out to him. He's like, no, I'm retired and I pay myself now. And so like I don't understand if he's paying his group and the group still pays up like I don't get it.
[AGENT][NEUTRAL] Oh my genies.
[AGENT][NEUTRAL] Hold on one second, let me try to pull him up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK. [PII], [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Yeah, OK, thank you, girl. Future lapsate added by adding suspense, Future laps updated couple coverage. Bank info added for policy.
[CUSTOMER][NEUTRAL] Yeah, that's OK.
[CUSTOMER][NEUTRAL] He, he, uh, I don't know, I wrote his name down.
[AGENT][NEUTRAL] Uh, it was, but guess what? It looks like it got added like, um.
[AGENT][NEUTRAL] Oh dear Lord, I hope, hold on. What I'm hoping is it didn't get added and so what is I'm trying to say for the, uh, for claims instead of for withdrawal, uh.
[AGENT][NEUTRAL] I don't know anything about this. Oh my gosh. Let's take a look.
[CUSTOMER][POSITIVE] You're OK.
[AGENT][NEUTRAL] Oh my God. And his GCI is active?
[AGENT][NEUTRAL] Why is it active?
[AGENT][NEUTRAL] And not the other one.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] And there are bank info added for OK, let's look and see, let's let's take a look, look here.
[AGENT][NEUTRAL] Think go back to the other policy, the first one you gave me.
[AGENT][NEUTRAL] I'm, I'm, I'm curious if it should have been added for the um.
[AGENT][NEUTRAL] Bank draft if there's nothing in.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] 023652229
[AGENT][NEUTRAL] Correspondence 115.
[AGENT][NEUTRAL] Oh that was added back to 125 OK.
[AGENT][NEUTRAL] Policy owners request support.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Did he say he submitted in the submitted the stuff?
[CUSTOMER][NEGATIVE] He didn't say particularly that he filled out a letter and submitted. Um he said that he was supposed to be paying it every month himself, and he didn't understand what he was paying if his um policies weren't active because he thought the amount he was paying was for both policies.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] He's fine. That letter just with his portability letter was just imaged into the system today. So [PII] saw that letter for portability on this policy went out today, and when that other one lapses, it should go out as well.
[AGENT][NEUTRAL] So apparently we've been notified by the group for this policy, or maybe both, but only this one got lapsed. But there is a letter in there for him to continue with coverage on this. And so I, I don't worry about it, he should be getting that in the next few days, hopefully, 0236 5280. He can't just say, I want to continue coverage, you know, he has to get this.
[CUSTOMER][NEUTRAL] He does have to fill out that letter.
[AGENT][NEUTRAL] Right, he's got to complete that letter and send it back to us and I don't see a letter in here for the other policy yet because it's still active. So a letter will automatically go out for that one as well when it gets turned.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] OK, so he, he, he, he's fine once he gets his letter to continue with coverage, then he can get that back into us with his premium and yeah, he should be fine.
[CUSTOMER][NEUTRAL] So because he did ask for a call back, so when I call him back I need to tell him that we just got his letter for continuing that accidental policy.
[AGENT][NEUTRAL] You know, we didn't just get it, we just mailed it. It just went out.
[CUSTOMER][NEGATIVE] Sent him, we just mailed him a letter to, but the group did cancel it, right? Like they're not offering it and now he can port it if he wants to keep it.
[AGENT][NEUTRAL] Yes, if he got that letter automatically mailed out to him, um, to complete and return to us.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, it's, it's all is yes, the letters in here, even with the bank draft information, the portability letter and the bank draft information were sent out to him today. It looks like today because it was, it showed up in on base today.
[CUSTOMER][NEUTRAL] OK, and then for that critical illness, he'll get one for that one too?
[AGENT][NEUTRAL] So tell him once he receives it.
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] Right, once, but we've not been notified it's lapsed yet, and once we're notified it's lapsed from the group.
[AGENT][NEUTRAL] Um, he'll get a letter on that one as well.
[CUSTOMER][NEUTRAL] OK, I won't even say anything about that th[PII], um.
[AGENT][NEUTRAL] Yeah, just tell me his portability information should have went out today or tomorrow, you know.
[CUSTOMER][NEUTRAL] And I'll let him know that the bank information he put in on online service center was only to receive money not to be drafted, he'll have to fill out the draft letter.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Right, yes, yes, if he did, if he did this himself, he filled, he did it for the claims ACH payment, you know, pay for claims stuff, but, uh, no, I don't there, no, he did not add a bank draft information, and I don't think he can until, you know, he could now it's lapsed, but just have that portability information bank draft information is coming and complete it and send it back to the care team because that's the fastest way to get it done.
[CUSTOMER][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK perfect and then if he says that he's paying he's not paying us, right? He has not been like sending money like he.
[CUSTOMER][NEUTRAL] Because he's under the impression that he's, he himself is making payments, do you think he's still making payments if he's retired to his group?
[AGENT][NEGATIVE] Not to us he's not because he's not set up to make payments to us so uh we're not drafting anything right he's not, we're not drafting anything because he is not set up to so who he's making payments to I do not know last payment.
[CUSTOMER][NEUTRAL] OK, so I don't, we don't know who he's paying, OK.
[AGENT][NEGATIVE] I something was done 114, but I don't know who that's going to or how we're, I can't read that screen, that BQPHI screen. I don't really know how to, I don't really know how to read that, to be honest with you. I just see where it says amount received 32, 30 and 1491.
[CUSTOMER][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] But it doesn't tell us like who's who it came from, right? Like.
[AGENT][NEUTRAL] It says BC UTS, whatever that means, user code [PII] C O U T S and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I don't know what that means. It could be coming from his work. I don't know. I don't know.
[CUSTOMER][NEGATIVE] That's, uh, listen, you know what, you and me, same. I don't know either. I just, I'm just trying to prepare myself for the questions I think he's gonna throw at me, and I don't wanna be like, oh, sir, I just don't know how you're paying like.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] Right. Tell him we tell him no, we have no idea how he's paying because we do not have any kind of banking uh authorization form to from him to.
[AGENT][NEUTRAL] To make payments, you know, but tell me it is being mailed to him and he should have it in the next 5 to 7 business days.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK perfect I will let him know then thank you so much I.
[AGENT][POSITIVE] Thank you, dear. Call us back if you need help with anything.
[CUSTOMER][NEGATIVE] You know what, yeah, if he gives me a hard time, you'll be hearing from me. I will call back.
[AGENT][POSITIVE] Uh, I can't promise you I'll be, I'll be any better help to you, but I'll do my best. I will do my best.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I really appreciate it. Thank you.
[AGENT][NEUTRAL] Certainly, by Ali.
[CUSTOMER][POSITIVE] Bye. Thanks.