AccountId: 011433970860
ContactId: a62ea4ce-8918-40ec-bb23-2ee55a9d944d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241779 ms
Total Talk Time (AGENT): 98659 ms
Total Talk Time (CUSTOMER): 123659 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/a62ea4ce-8918-40ec-bb23-2ee55a9d944d_20250506T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. Uh, I have an insured on the phone. His name is [PII]. Now he gave me his policy number is 1659336.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which that policy was lapsed to.
[AGENT][NEUTRAL] 16593.
[CUSTOMER][NEUTRAL] Yes, that policy was lapsed to issue policy 246-467-8.
[CUSTOMER][NEUTRAL] I did see in the notes that the policy was lapsed because he retired and I did explain to him that it's not a portable policy, but he said that he is sending his premiums the group is taking his premiums and told him that he keeps the policy, um.
[CUSTOMER][NEUTRAL] So I think he just needs to hear it from somebody besides me that this is not a portable policy. It's a med link.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, well, he couldn't
[CUSTOMER][NEUTRAL] And then if the group is taking premium from him, he, yeah, go ahead.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, OK, I guess, could have been a cobra, probably.
[CUSTOMER][NEGATIVE] There isn't any cobra information on the high that screen.
[AGENT][NEUTRAL] Oh yeah, I don't see anything. OK. So if the,
[AGENT][NEUTRAL] Group is receiving premiums, it's
[AGENT][NEGATIVE] It, it, it wouldn't be for us.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It would be for group billing?
[AGENT][NEUTRAL] No, no, I mean, um, that if the group is receiving premiums, that is something, um, with the group, not with us, with APL, uh, that's sort of.
[CUSTOMER][NEUTRAL] Right, but I think he just needs to hear from somebody besides me that this is not a portable policy and that if the group is withholding premium from his check he needs to get with his group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Just to reiterate what.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I've already said to him, OK, all right, thanks [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right bye bye. You're welcome.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, good morning, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hello, this is Indian customer service. I was just advised um that you were um having a couple of questions in regards to your policy. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, I was giving a little bit of background about the policy and um I do see here that this policy is no longer active. Um, last time we received a premium for it was let's see, [PII].
[CUSTOMER][NEUTRAL] OK, because I've been paying into that policy and I'm supposed to have that.
[CUSTOMER][NEGATIVE] And I don't know if it's an oversight and I just contacted Hialeah and they said yes you are and you're supposed to have it. So I don't know, did Hialeah contact you guys already?
[AGENT][NEUTRAL] Um, no, we do not have, um, anything, anything from them. Um, I see here that
[AGENT][NEUTRAL] Um, the policy was canceled because you retired, that is the explanation.
[CUSTOMER][NEUTRAL] OK, so I have to contact Kly to make sure this, so make sure this that you get this policy active again. Is that, is that what I have to do?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, let me call them real quick.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK. I'll call them. All right, thank you.
[AGENT][POSITIVE] All right. You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.