AccountId: 011433970860
ContactId: a8585cdb-2ccf-4f3e-8c86-0d42372c8e20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 611760 ms
Total Talk Time (AGENT): 310579 ms
Total Talk Time (CUSTOMER): 220452 ms
Interruptions: 5
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/a8585cdb-2ccf-4f3e-8c86-0d42372c8e20_20250117T15:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APLs. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. Um, I received a letter, um, that was, uh, refunding. It says your coverage lapsed effective [PII] because completed forms were not received and.
[CUSTOMER][NEGATIVE] I didn't receive forms and that was not my intention at all and they sent me a check for a refund check and I just wanna know if there's any way we can get this reinstated. I noticed um the date on the envelope of the check I got in the mail um is [PII] and I literally took it on the mailbox yesterday so we've we've got some sort of issue with the mail, I guess I don't know.
[AGENT][NEUTRAL] OK, so you've received a letter notifying you of of the policy being canceled along with a refund. OK, and you're wanting to find out if there's any possible way it could be reinstated, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, so we.
[CUSTOMER][NEUTRAL] Yes, yes, I mean, I don't, uh, I mean.
[AGENT][NEUTRAL] OK, so yes, ma'am.
[AGENT][NEUTRAL] OK, so I can part well I can only partially help you before I get you connected to someone else, but what I'll need to do is to verify several things with you first for security and then we can go from there. So first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you Miss [PII], what is your call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, that's referenced, it should be referenced on your letter.
[CUSTOMER][NEUTRAL] Yes, 238-3272.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. One moment.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] Well, I'm just looking at that right now um so what you have is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's actually [PII]. I don't know if that's why it took so long to get to me, but anyway, [PII].
[AGENT][POSITIVE] Thank you. And the phone number, oh, I'm sorry, go ahead. I didn't mean to overspeak you. I'm sorry.
[CUSTOMER][NEUTRAL] Normally we just, yeah.
[CUSTOMER][NEUTRAL] Go ahead. No, it's fine. I was gonna say, normally we just type the letter in and then put [PII], so I don't know if they ran out of space. I, I, I don't know. I haven't noticed it before, but I hardly ever get any email from y'all, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, so um we'll come back to that one in just a moment. The phone number we have for you is the same as the one you gave me, so that is the best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, ma'am, that's right.
[AGENT][NEUTRAL] OK, thank you and lastly your email address that we had on file or do you have on file rather this does appear to be your work email as well, Miss [PII].
[CUSTOMER][NEUTRAL] Does that say [PII]?
[AGENT][NEUTRAL] Mhm. What's the full email though? Mhm.
[CUSTOMER][NEUTRAL] OK, if it does say [PII], I haven't been there in a couple of years, so if you've tried to send the email there, it was probably [PII] or [PII]. I can't remember. I mean, I haven't worked there since [PII], so.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and what is your personal email?
[AGENT][NEUTRAL] Or the email you would like to have in place of that.
[CUSTOMER][NEUTRAL] Um, I prefer
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Um, no, ma'am, the letters after my name are CPA, like certified public accountant.
[AGENT][NEUTRAL] Oh, CP is that public accountant? Oh, OK. I'm so sorry I didn't miss it, so I changed that. OK.
[CUSTOMER][POSITIVE] Yes, ma'am. It's OK.
[CUSTOMER][NEUTRAL] No, it's fine.
[AGENT][NEUTRAL] And at so [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, and that's the numeral one.
[AGENT][NEUTRAL] Correct, yes ma'am, that's what I put. Alright, so 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I, I have added in the highway.
[AGENT][NEUTRAL] To your address. I don't know that that was, you know, really a key on this, but I've also updated that email since, you know,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] You're no longer with the group, but I'm gonna connect you over to customer service to someone in the customer service division who can verify if you know or rather go over with you the letter you received.
[CUSTOMER][POSITIVE] That's good, yes.
[AGENT][POSITIVE] And they would be able to further assist you on whether there's any, you know, way that this policy could be reinstated or not. Now, when I transfer you, Miss [PII], I will give them your policy number. I will also let them know that we have verified everything, so you're not gonna have to do any of that again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's fine, thank you.
[AGENT][POSITIVE] OK, well, you're certainly welcome. So again, is there anything else that I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] OK, well then thank you very much um for calling APO and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] OK thank you you too.
[AGENT][POSITIVE] Yes, ma'am. I appreciate that. Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] Thank you for calling AEPL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] Hey, [PII]. I'm good. How are you?
[AGENT][NEUTRAL] I am fine. I, I have a member, um, on the line who has received a refund check along with a notification of cancellation.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] It's on policy 238.
[AGENT][NEUTRAL] 3272.
[CUSTOMER][POSITIVE] Oh my genie.
[AGENT][NEUTRAL] And anyway, she says that the um
[AGENT][NEGATIVE] She never received any other information from APL until she's received this.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Cancellation letter so she's wanting.
[AGENT][NEUTRAL] To know if there was any way that, you know, about it possibly be being reinstated.
[CUSTOMER][NEUTRAL] Let's see, my gosh.
[CUSTOMER][NEUTRAL] It's already on
[CUSTOMER][NEUTRAL] OK, I wonder if this is one of those groups labs because we did not receive the sign portability information.
[AGENT][NEUTRAL] So I don't know.
[AGENT][NEUTRAL] Cause I don't see any notes in this policy, but.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2 by BP.
[CUSTOMER][NEGATIVE] She said she didn't receive the portability.
[AGENT][NEUTRAL] Yeah, she says she's never received anything from APL until now uh yeah.
[CUSTOMER][NEUTRAL] And that could, I mean, you know, we don't stuff was crazy girl. I was like we were done.
[AGENT][NEUTRAL] And she says that what she did receive on this policy was, um, I mean, I can't even say a name we ever send her portability information or whatever, I mean.
[CUSTOMER][POSITIVE] I, I agree with you. I agree with you. Let's.
[AGENT][NEUTRAL] There's only 2 notes and they're both by DP according to what my system will pull up for me.
[CUSTOMER][NEUTRAL] Right, and I don't know if they were putting notes in this in here. I, I can't remember, um, I don't want, yeah, uh, I know you verified all information, [PII]. Go ahead and put Miss and it was Miss [PII].
[AGENT][NEUTRAL] Anyway,
[AGENT][NEUTRAL] I certainly did. Um.
[AGENT][NEUTRAL] Yes, and even though, um, and the phone number in the system is the one that she also gave me, but the, the email that we had on file was her old work email when she was with the school. She hasn't been with him since [PII], so I did change that even though the policy's lapsed to a personal email, and I added H Highway to her address. She said she didn't know if that it was missing. Everything else was correct, but it didn't have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, we didn't have highway. We didn't have a highway part on there, so I, I added that. She didn't know maybe that had something to do with it, but the, what she did receive, she says this document is postmarked the [PII] and she just got it.
[CUSTOMER][NEUTRAL] Ah, OK, OK.
[CUSTOMER][POSITIVE] Oh my goodness. OK. 3 weeks later, OK.
[AGENT][NEUTRAL] So, um.
[CUSTOMER][NEUTRAL] Alright dear put Miss [PII] on through.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, yeah, she's really nice too. She's really sweet. OK. All right, [PII]. Well, thank you. Have a great weekend.
[CUSTOMER][POSITIVE] All right, good deal.
[CUSTOMER][POSITIVE] Thank you. Have a good day, [PII]. You too, honey. Bye.
[AGENT][POSITIVE] OK, thank you. Bye-bye.