AccountId: 011433970860
ContactId: a74c0a06-bf82-41ed-af76-be35f8eba71d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425679 ms
Total Talk Time (AGENT): 168768 ms
Total Talk Time (CUSTOMER): 257787 ms
Interruptions: 7
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/a74c0a06-bf82-41ed-af76-be35f8eba71d_20250212T21:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is Christy and Bricker Resources.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I am, um, I have a policy number. Can I get this to you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 229-1104
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] 229
[CUSTOMER][NEUTRAL] I'm sorry, 229-1104.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So the account manager sent an email to uh our team today. Uh well actually just CC me on it. I think you sent it to the care team. Um, the person is wanting to cancel their coverage, their life insurance policy on February, hold on a second, hold on a second. Goodness gracious, you think I have everything ready. OK, [PII], and they're wanting to go on direct bill, so the customer received a thank you. We were happy to tell you that your policy has been terminated.
[AGENT][NEUTRAL] The first
[CUSTOMER][NEUTRAL] So that's causes a problem so I'm just trying to verify if we're gonna send out the letter um allowing her to keep her coverage.
[AGENT][NEUTRAL] There is a future lab state in there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, for 2.
[CUSTOMER][NEUTRAL] So once it actually lapses and it'll go out. I'm sorry, I didn't mean to cut you off.
[AGENT][NEUTRAL] I think it should, but
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I would suggest a hub ticket get sent for the continuation later.
[AGENT][NEUTRAL] To be sent. Does that make sense?
[CUSTOMER][NEUTRAL] Say that one more time.
[AGENT][NEGATIVE] I would suggest that a hub ticket should be put in for customer service to send the continuation.
[CUSTOMER][NEUTRAL] OK, I'll do that. I'll send that over just to make sure they understand that they're wanting to, you know, they're winning the direct bill. So basically because the policy is active right now, it's not gone out, so it should go out with the policy terms that it would generate the lapse letter, right, the term letter and then giving them the option.
[AGENT][NEUTRAL] Yeah, it should generate a port letter from my understanding should let me make sure.
[CUSTOMER][NEUTRAL] OK. OK. OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I want to make sure this policy is portable. Hang on just a moment.
[AGENT][NEGATIVE] Everything's moving really slow.
[AGENT][NEUTRAL] You know what? I think that port, yeah, it is that portability election form is in their policy certificate.
[CUSTOMER][NEUTRAL] OK, so if they, but do we still send something out because some people don't keep a hold of their policy certificates.
[AGENT][NEUTRAL] I think we do, but that's what I'm saying go ahead and put a hub ticket in and I'll just have to resend that form.
[CUSTOMER][NEUTRAL] Uh, OK, I'm just trying to make sure that because I instructed him that if someone wanted to, um, before this email came in and he said he was just he sent in a general email saying that he was upset that he's had multiple customers want to keep their policy and they never had, so I told him, you know, if he had a recent one to let me know, well, he sent this one in today. I had told him that normally what we do is we get a phone call from the customer and they say, hey, I wanna keep my coverage and then we send out, you know.
[CUSTOMER][NEUTRAL] What we need them to fill out with their options or whatever um because he didn't tell me what type of product or anything it was I said as long as it's a great product for the most part our customer service team will verify that they're eligible to port or keep it and then we'll send out the information about if you want bank drafted or if you want it billed and how much the premiums are and how you wanna pay it so I gave him those instructions and then this happens so I think he's just kind of up in arms about it so.
[CUSTOMER][NEUTRAL] I will do what you said. I'll send it over there just to make sure and then I'll follow up with him once all this goes through so I can give him more clear instructions. I think he's just.
[AGENT][NEUTRAL] And you said it's a broker?
[CUSTOMER][NEUTRAL] Yeah, it's the broker [PII].
[AGENT][NEUTRAL] I would I would also let him know too that, you know, there is a portilli election form in their policy certificates. I mean, they can go into the online service center, download it, pull it, um, send that back in. Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You can because I went out there and didn't see it. I didn't see it on the online. I was looking for that yesterday, so let me go out there and just look because that'll help me.
[AGENT][NEGATIVE] Not unless, not unless this freaking product's not approved, girl, there's so much stuff holed up in.
[CUSTOMER][NEUTRAL] I know there's always a what if, so that's why I was like, I'm like I didn't, I did go out there and look at me.
[AGENT][NEUTRAL] It should be out there though, um.
[CUSTOMER][NEUTRAL] I'm going. I may have overlooked the ray, who knows. Let's see. Accident authorization cancer change for change in request form, continuation of OK.
[AGENT][NEUTRAL] No, no, no, no, no, no, it's not out there. It's not on the forms on our site. It's what I'm saying is, it's out there on the online service center is if that person goes into their personal online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Was there 9 times out of 10, not gonna do that, OK.
[AGENT][NEUTRAL] So they'll have, yeah, they'll have to create.
[AGENT][NEUTRAL] They, yeah, they have to create an account and that policy certificate is out there if they are registered that and then that documents.
[CUSTOMER][NEUTRAL] So is that on all of our policies or just on the life insurance policies because if they have other great policies like accident and stuff like that, is that also in there as well?
[AGENT][NEUTRAL] See, and that's the thing, it varies. Not all groups have port, yeah, not all groups port. Some of the products are portable, but not all of them have portability, so it would be something that we would have to look at distinctively.
[CUSTOMER][NEUTRAL] That's what I thought. Yeah, OK.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's what I told him. OK, that's what I told him. I said, Well, because he didn't give me the product lines. I said we would have to look at that. So I think based on this, the, so to be customer friendly if the broker sends in an email telling us that they want to.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] To uh port their coverage and that went through the care team and it looks like they sent it and turned the coverage so I guess I just need to figure out OK once it terms they're gonna get a confirmation that their coverage terms and then once it turn um if they we can send the portability information out because that's what he was requesting for.
[AGENT][NEGATIVE] Really, the care team really should have sent it to customer service.
[CUSTOMER][NEUTRAL] Yeah, I think, I think, yeah, I think that's what happened.
[AGENT][POSITIVE] Because that would help, that would help with, you know, you guys getting the clear definition of yes a continuation letter was sent out and then.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, gotcha, yeah, I'll talk to [PII], yeah.
[AGENT][NEUTRAL] And then what we could do is turn around and send it to billing to set it up to term if it's a future date um or or whatever I I've seen where we do that sometimes um but you know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. No, that helps me. OK, yeah, that helps me a lot. Thank you so much. I just wanna make sure I didn't do something advise him wrong, which I don't think I did. It's just the circumstances, yeah. OK.
[AGENT][NEUTRAL] I think that was
[AGENT][NEUTRAL] I mean
[AGENT][POSITIVE] No, no, no, no. Yeah, it's just the situational it is, but um with this one, you're good on that one. Just let me know if you need anything else and thanks.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I sure will. Thank you so much. You have a good day, OK?
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.