AccountId: 011433970860
ContactId: a5e70a68-64e0-48f9-a801-2cbbbae77ba6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 708739 ms
Total Talk Time (AGENT): 394873 ms
Total Talk Time (CUSTOMER): 348952 ms
Interruptions: 19
Overall Sentiment: AGENT=-0.2, CUSTOMER=-2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/a5e70a68-64e0-48f9-a801-2cbbbae77ba6_20250313T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling Excuse me, excuse me. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] Oh fuck yeah I'm so glad it was you know.
[CUSTOMER][NEGATIVE] You sound, yeah, no, you, you poor thing. You sound like my son's been coughing like crazy. I think it's just this time of year, the weather going nuts, you know.
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] Girl, it's, it's horrible.
[CUSTOMER][NEUTRAL] It is awful I know and I'm like, oh thank goodness I feel OK and then I'm starting to get like a little sore throat. I'm like oh no.
[AGENT][NEUTRAL] But
[AGENT][NEGATIVE] Oh, no, no, no. Mamas cannot afford to get sick. It sucks.
[CUSTOMER][POSITIVE] And he can, well, at least this mama works from home, so that's, that's a lot better.
[AGENT][POSITIVE] That does help a lot. Trust me, that does help a lot. What you got, darling?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, well I've got um a member on the line and his policy terminated on [PII] of last year and um he does not know why it is through uh what was through Union Bank and Trust um so I don't know if they did they drop us?
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Hi girl, give me that, give me the, give me some info, give me that number.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] I remember seeing emails about them, but I lose track. Um, policy number is 02508422.
[AGENT][NEUTRAL] I'm like you. If I didn't just, and I can't promise you if I just read it, I'm gonna remember what it said.
[CUSTOMER][POSITIVE] Uh, exactly, exactly.
[AGENT][POSITIVE] So much comes at us all day long. Oh.
[CUSTOMER][NEUTRAL] Yes, exactly. I see a note where it talks about a future lapse date, but he's more like is it actually because of the employer, which I mean it kind of has to be I would think, but he just wants to see because he's acting like he wasn't informed.
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] And it, who knows who knows, maybe just, yeah.
[CUSTOMER][NEUTRAL] Well, I know, I do hear that quite a bit.
[AGENT][NEUTRAL] I know, right?
[CUSTOMER][NEUTRAL] I still have people from American Airlines calling saying they didn't know that we weren't theirs anymore, yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] So he had a disability.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, is he no longer employed with them?
[CUSTOMER][NEUTRAL] He didn't act like it because I did say it was through his employer um and he was acting like he's had it forever so I think he's still with them.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, they're active. Let me look at GRPIQ. Let me see if anybody else is on, on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 25464.
[AGENT][NEUTRAL] Oh yeah, there's all kinds of folks, but he's only got a disability with us.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, 15, 125 7. All right, let me get a note now. Let me see, for future lab say added by EFP.
[CUSTOMER][NEUTRAL] I just see a couple, yeah.
[CUSTOMER][NEUTRAL] I don't know what that means.
[AGENT][NEUTRAL] That's what I'm doing billing. I don't even, I can't, I couldn't say if I wanted to see you I and Q, I think, I think, I think, I think, I think, um, or let's see, let's go to the other policy notes, notes.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Overpaid, refund 271 83, future lapstick. Oh my God, that policy got overpaid. What
[AGENT][NEGATIVE] Oh my God, what's the other policy got money that money is supposed to have gone to, oh my god.
[AGENT][NEUTRAL] 2349929.
[AGENT][NEGATIVE] OK, um, come on, this thing, I forget you. I don't know why they started this for some reason you have to double click to get things to pull in anymore, it seems like.
[CUSTOMER][NEUTRAL] Oh, I know.
[AGENT][NEUTRAL] I wonder if that to overpay 271 83.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Future laps state added this receipt from broker. I'm looking at the first policy, um, so let's see.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, it, OK.
[AGENT][NEUTRAL] All right, I'm thinking out loud, [PII], this is not for you. I'm just, I think I'm just gonna tell him he is gonna have to get in touch with his group because
[CUSTOMER][NEUTRAL] You're fine, you're fine. No that I get it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I mean one note on one policy says from the broker, I don't know what EFP means I can't, I know I've been told, but I do not, honest to God, do not remember.
[CUSTOMER][NEUTRAL] No, I feel like I've, I've asked before and I forgot it, but.
[AGENT][NEUTRAL] Edit back.
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Oh, OK. Put it.
[CUSTOMER][MIXED] I'm so sorry. I hate when I get these doozies. I always love it when I get you, but I hate when I get these doozies and have to throw them to you.
[AGENT][NEUTRAL] No, you're fine. I'm just.
[AGENT][NEUTRAL] I, I just get.
[CUSTOMER][NEUTRAL] Not saying I have favorites in other departments, but.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Girl, it just, it just blows my mind when I'm like, you know what I'm doing, I'm just gonna tell him I'm gonna have somebody research it and get back with him. Meanwhile, he can contact his employer and see if they submitted a term date. But first I need, you know what, first I need to check, make sure he's still employed with them because this has, you have to be employ[PII] as this.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He acted like he was, but I don't know. I mean, when I, when I mentioned it was through his employer and he was like, why would they drop because I was like, you know, they might have gone through a different carrier and he was like, why would they do that? So I, I feel like he is but I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ah, right.
[AGENT][NEUTRAL] OK. OK. Um, let me go back. I think I start giving these people's names in these things. And [PII], right? OK. Put Mr. Mister, oh, Mr. [PII] through, OK, and we'll do our best.
[CUSTOMER][NEUTRAL] [PII], yes, yes.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much [PII]. I hope you have a great rest of your day bye.
[AGENT][POSITIVE] Thank you, [PII]. You too, honey. Bye.
[CUSTOMER][NEUTRAL] Justice after
[AGENT][NEUTRAL] Good morning, Mr. [PII]. This is [PII]. How are you today, sir?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Hey, hello. What did you say? Hello?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] My name is [PII] and I'm in customer service.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So, Mr. [PII], you, uh, Ms. [PII] tells me that you're calling today to check and see why your policy was termed. Is that correct?
[CUSTOMER][NEUTRAL] No, that's why I was calling to have me some claim forms sent to me that I was gonna.
[CUSTOMER][NEUTRAL] I need to uh file a claim because the doctor got me off. I don't know how my, how's it canceled?
[AGENT][NEUTRAL] You need to file a claim. OK, um, and so, and your policy is termed it termed a year ago.
[AGENT][NEUTRAL] And are you still with your employer?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't know. I have all my other insurance. I, no, I'm confused. I got Aflac. I've been having them for years. They don't just terminate you.
[CUSTOMER][NEUTRAL] How do I just get terminated?
[AGENT][NEUTRAL] Well you
[AGENT][NEUTRAL] That I think you're going to need to check with your employer and see why the policy was termed um they.
[CUSTOMER][NEGATIVE] No, my employer can't do that. What are you talking about? That's up to me. I, I choose my insurances and I cancel my insurances. That has nothing to do with my employer.
[AGENT][NEUTRAL] Right, we
[CUSTOMER][NEGATIVE] What are you talking about? I've been working on 14 years. I don't work like that.
[AGENT][NEUTRAL] Well, the, we, we can only.
[CUSTOMER][NEGATIVE] They don't go out and take your insurances, how are they gonna cancel your insurances?
[AGENT][NEUTRAL] We can only cancel the policy if the employer or the broker notified us to cancel it.
[CUSTOMER][NEGATIVE] Ma'am, that makes no sense. That's like you have like, uh.
[AGENT][NEUTRAL] Or if it had not been paid um.
[CUSTOMER][NEGATIVE] They're taking money out my, don't, aren't they taking money out of my check.
[AGENT][NEUTRAL] That I don't know, sir. We have no access to your check whatsoever.
[CUSTOMER][NEGATIVE] Wait a minute, something's not right here. So you're saying I don't no longer have this policy.
[AGENT][NEUTRAL] Correct. Your policy term, [PII].
[CUSTOMER][NEUTRAL] And how did that happen?
[AGENT][NEUTRAL] That again like I said only the employer or the broker would have notified APL to term your policy or if they did not send in payments.
[CUSTOMER][NEGATIVE] No, somebody should have notified me.
[CUSTOMER][NEGATIVE] Somebody should have notified me.
[AGENT][NEUTRAL] Or if they
[AGENT][NEGATIVE] Right, um, so if they did not submit payments, it would have gotten terminated as well.
[CUSTOMER][NEUTRAL] I never heard of no nonsense like that. I've got Allstate. I got Allstate.
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] So if your employer did not submit payments, it would have turned automatically on its own.
[CUSTOMER][NEUTRAL] They have to do, what do you mean they didn't do the payments? The payments come out of my check.
[AGENT][NEUTRAL] No I'm saying if they did not, if they did not submit payment.
[CUSTOMER][NEGATIVE] Well, how would they not do that? How would they not do that? And it's supposed to come out of my check.
[AGENT][NEUTRAL] That again, so I do not know. We do not, they just submit APL a check and we have no access to your check whatsoever.
[CUSTOMER][NEUTRAL] Who gives them a check?
[AGENT][NEUTRAL] The employer collects premiums from their employees and then the employer in turn submit submits a check to APL for their employees.
[CUSTOMER][NEGATIVE] Yeah, because you guys cannot be taking money out. They can't be taking the money out of my check every 2 weeks and I'm no longer covered. I will sue you guys.
[AGENT][NEUTRAL] One check
[AGENT][NEUTRAL] We're not taking it out of your paycheck. Your employer is.
[CUSTOMER][POSITIVE] And I means your asses real quick.
[CUSTOMER][NEGATIVE] I don't give a damn who's taking it out. It's coming to you guys. And if you don't have me covered, why would you accept my money and take my money?
[AGENT][NEUTRAL] Well,
[AGENT][NEGATIVE] We're not taking your money. If we had your money, your policy would be paid.
[CUSTOMER][NEGATIVE] This is what I'm talking about. I don't, don't tell me that. Do not tell me that. If you can accept my money, if you can accept my money, then you should know whether I'm covered or not. You do not take nobody's money and they're not covered. What are you talking about? That is illegal. That's stealing.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] We do not take your money. Your employer submits a paycheck from them.
[CUSTOMER][NEUTRAL] Sorry, what?
[CUSTOMER][NEGATIVE] I don't give a damn if you're accepting it. If you're accepting my money, I should be covered. What are you talking about, woman? Did they give it to you, what they're giving it to you for a service? What are you talking about?
[AGENT][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] Sir, I can assist you if you will calm down.
[CUSTOMER][NEGATIVE] What you're not making no sense.
[CUSTOMER][NEGATIVE] You're not calm down for what? And I need my money to pay my bills, and now you're telling me that you guys can cancel me without my authority. What are you talking about? That don't work like that.
[AGENT][NEUTRAL] That is through your employer or your broker, sir, that has nothing to do with APL.
[CUSTOMER][NEUTRAL] What broker?
[AGENT][NEUTRAL] Whoever your broker is associated with your employer.
[CUSTOMER][NEGATIVE] No, this is a bunch of crooked stuff going on. I've never heard of nothing like this now. I'm gonna have to let my attorney check into this. This is making no sense what you're telling me. None.
[CUSTOMER][NEUTRAL] I am [PII] old. I'm not stupid.
[CUSTOMER][NEGATIVE] There's no one where you're taking somebody taking my money and I don't have no coverage and I was never notified that I was not covered no more. That don't work like that.
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] OK. Well, I do suggest you check with your employer, with your benefits department.
[CUSTOMER][NEGATIVE] That's not how it works. You know that.
[CUSTOMER][NEGATIVE] You know, lady don't play them games with me when I call my employer, they're not gonna know what I'm talking about. I'm telling you that right now. I don't go to county. They're gonna be saying we don't have nothing to do with canceling your insurances. I know exactly what they're gonna tell me cause they don't.
[AGENT][NEUTRAL] You're just
[CUSTOMER][NEGATIVE] They have nothing to do with that.
[CUSTOMER][NEGATIVE] I've been working there 14 years, you're not gonna sell me on that crap.
[AGENT][NEUTRAL] Well, I, I can tell you to check with your benefits department, sir, because on your HR department because APL does not touch your paycheck. We have no access to your paycheck.
[CUSTOMER][NEUTRAL] You tell that to somebody they don't know no better.
[CUSTOMER][NEGATIVE] You're not, ma'am, I understand that you're not, yeah, but you're receiving my money.
[AGENT][NEUTRAL] That I do not know. I am, uh, I'm not showing that we've received any money.
[CUSTOMER][NEUTRAL] And if you get my money, I should be credited.
[CUSTOMER][NEGATIVE] Well, I'm gonna have to make sure about that because no one ever notified me that I wasn't covered through this company anymore.
[CUSTOMER][NEGATIVE] You don't just cancel somebody without, without that person having any anything, anything to do with it. Then when I'm thinking I got coverage, I don't even have coverage because this is under false false pretenses.
[AGENT][NEUTRAL] This is what we call a group product and it's associated strictly with your company and like I said, they
[CUSTOMER][NEUTRAL] So I don't know why you don't think about you.
[AGENT][NEUTRAL] Yeah, this all goes through them.
[CUSTOMER][NEGATIVE] OK, well, I'm gonna get to the bottom of this, and I've had to contact my attorney. I will, and I'll let him deal with you guys. I let them deal with you guys and all this thievery and trickery that's going on. You guys and [PII], y'all doing too much, man. You guys are doing too much, man. [PII] out of control again later.
[AGENT][NEUTRAL] Yes, sir.