AccountId: 011433970860
ContactId: b0997bab-0717-4ead-ab51-25a10537594b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 696400 ms
Total Talk Time (AGENT): 295222 ms
Total Talk Time (CUSTOMER): 249438 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/b0997bab-0717-4ead-ab51-25a10537594b_20250610T15:02_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm calling for um policy number 2495024.
[AGENT][NEUTRAL] That was 249-502-4, or did you say 90?
[CUSTOMER][NEUTRAL] Yes, no, 50.
[AGENT][POSITIVE] It was OK.
[AGENT][NEUTRAL] And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. It's in my husband's, um, [PII].
[AGENT][NEUTRAL] OK, hold on one moment, it's coming up now. And Ms. [PII], just in case we're disconnected, what's a good contact number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, how may I assist you with the policy today?
[CUSTOMER][NEUTRAL] Yes, I would like to speak with a supervisor please.
[AGENT][NEUTRAL] OK, and what's going on?
[CUSTOMER][NEUTRAL] OK, um, we did a claim because my husband has been sick ever since um.
[CUSTOMER][NEUTRAL] Uh, the [PII], and as a matter of fact he's in the hospital now to schedule for surgery tomorrow.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] So every time we did the disability thing and then I called to check it, they're saying that the claim was canceled.
[CUSTOMER][NEGATIVE] OK, they, so we called Open Force because I knew that was not true because they were still taking money out of his account. Nobody never sent us a letter saying anything was canceled.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And Open for said it's still active so I'm not sure why they keep saying that the case it was canceled and we just, they just had us to send uh a 1099 over and they say they were gonna send it to you all, so I'm calling because.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] You're trying to figure out what's going on and why is it canceled.
[CUSTOMER][NEUTRAL] That, you know, he
[CUSTOMER][NEUTRAL] Yeah, exactly, and, you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's out of work. He's gonna have surgery. He's really sick and that's why we took the insurance out so when we get ready to need it, we can use it and.
[AGENT][NEUTRAL] You can use it.
[CUSTOMER][NEGATIVE] And, and I'm not understanding what's going on.
[AGENT][POSITIVE] OK, now if you want me to get a supervisor, I can do that because you asked for it. If you want me to help you, I can. Um, did you, you want me to just go ahead and get you, I can help you, but if you want me to get a supervisor, I'll, I'm gonna do what you want me to do.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Well, I want you to help me if you can help me, I want you to help me.
[AGENT][NEUTRAL] OK, so basically here, this is what's going on. So all of our policies are to the employer. We can't make, we can't add, delete, we can't do anything to the policies unless we receive it in writing from the employer. Back on, hold on, let me get the dates for you so you can tell them with some accuracy. Hold on one second.
[AGENT][NEUTRAL] Back on [PII].
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEGATIVE] The, the policy lapsed because of overdue payment. The, the, we hadn't received any payment from the group. That's the only time we can cancel on our own.
[AGENT][NEUTRAL] I can get you to Universal Trucking.
[AGENT][NEUTRAL] That's, that's what's happening. It was, it was the all the policies were canceled because the um it was overdue. We hadn't received anything from the employer. So I, I don't, I can get you to Universal Trucking.
[AGENT][NEUTRAL] Um, so that they can, whatever they need to do on their end, but if this policy is to be active, then, um, they can let us know in writing and we can reinstate it for you. I just don't want you to think APL just closed your policy and know that we can't do that. We have to receive something unless it wasn't paid from the group like in this case.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Well, I've already talked with someone in Universal Trucking. I've already talked with someone in Open Force. They say the policy is still active, and they, they were still taking money out of the account, even after, and I think what happened was they were the trucking they were very slow.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it didn't um.
[CUSTOMER][NEGATIVE] They wasn't making anything, and I think they, they weren't making enough for or whatever, but right after that, they started that taking the money.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] We never got a, a statement saying it was canceled or none of that.
[AGENT][NEUTRAL] So let's do this.
[CUSTOMER][NEUTRAL] And they started taking the money.
[AGENT][NEUTRAL] You want, we can, you want to call because at this point we just need to see what we need to do to get the policy active, right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] No, I'm asking, is that what you want to do? OK, so I can call UTBA with, we can call together and try to get this all resolved now. You want to do that? Because I don't want y'all to have to keep going through this. I believe I spoke with y'all before. I remember you and Mr. [PII], and I don't want you to have to keep going through this. So if you want to, I don't mind calling and I just want to get some resolution for you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so who do we need? Who are you gonna call now because I, we have already spoke with Open Voice, that's the um company that, um, you know, we took that, um, he was working for Openoice.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So it sounds like, and this is just from the, just thinking about the process, I'm just trying to figure out what's going on. So it sounds like there was a payment, I mean, they're taking out the payments payroll deduction. There's a 3rd, there's an in between like a third party. So once it's taken out from payroll deduction from that third party, then the third party pays us.
[AGENT][NEUTRAL] So if they are taking, like you said, it was taken out your check. So what we need to figure out between your paycheck, his paycheck and the third party and the funds not getting to us, where's the funds, that's what we need to figure out. So that if the third party still has it, they can go ahead and pay it and then I'm gonna ask the representative what can we do to reinstate this policy and and how, how would that affect your um
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] The disability.
[AGENT][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Yeah, because he, he's not there right now because of illness, you know, he's in the hospital, so not, you know, there, but when, when we did the um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] When we filed for the disability, it was still active and he was still there.
[CUSTOMER][NEUTRAL] And they were still taking the money out.
[AGENT][NEUTRAL] OK, let's see what we could do. Um, do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I haven't given any account specific information.
[AGENT][NEUTRAL] Um, we do [PII]
[CUSTOMER][NEUTRAL] Capital Group universal Benefits.
[AGENT][NEUTRAL] Hey, this is [PII] with APL. How are you doing?
[CUSTOMER][POSITIVE] Good, thank you.
[AGENT][NEUTRAL] That's good. Um, I'm, I have a patient or an insured on the other line. Their policy is lapsed, um, because of nonpayment from the group, but they're saying that the payments have been taken out of their
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Check
[CUSTOMER][NEUTRAL] OK, what's what's the last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] First name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, last four of the social.
[AGENT][NEUTRAL] Um, hold on, let me go to the social.
[AGENT][NEUTRAL] Hold on one second, I'm sorry, I didn't have the social.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can put him through because I believe they already he's already called here a couple times.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I'll get someone for him.
[AGENT][NEUTRAL] So this is his wife, he's in the hospital.
[CUSTOMER][NEUTRAL] OK, and he wants to file a claim.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, and you have them lapsed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You want to talk to her too? OK.
[CUSTOMER][NEUTRAL] OK, you can put her through. What's her name? Yeah.
[AGENT][NEUTRAL] Her name is [PII], and what was your name? I'm sorry? Just so I can introduce y'all.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, I'm sorry I was trying to figure out what to.
[AGENT][NEUTRAL] Oh, it's OK.
[AGENT][POSITIVE] You're totally fine. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. You ready or you want me to hold on?
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have his pay to date? Like what do you have him paid to?
[AGENT][NEUTRAL] It was, hold on.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Basically to April.
[AGENT][NEUTRAL] It's the pay date we're showing.
[CUSTOMER][NEUTRAL] They have [PII].
[CUSTOMER][NEUTRAL] Do we know why he's behind?
[CUSTOMER][NEUTRAL] OK, you can put her through.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thank you so much for holding. I have [PII] on the line and we've um I've already went over everything that's going on and she's ready to assist you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Yes, I, I was gonna put you on hold real quick so that you could speak to [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But basically.