AccountId: 011433970860
ContactId: b0e21b62-62c9-45cc-8d9e-339c8f59e919
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 617780 ms
Total Talk Time (AGENT): 344036 ms
Total Talk Time (CUSTOMER): 284998 ms
Interruptions: 7
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/b0e21b62-62c9-45cc-8d9e-339c8f59e919_20250117T15:43_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling AEPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] Hey [PII], I'm good. How are you?
[CUSTOMER][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.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] It's on policy 238.
[CUSTOMER][NEUTRAL] 327 2.
[AGENT][POSITIVE] Oh my genie.
[CUSTOMER][NEUTRAL] And anyway, she says that the um.
[CUSTOMER][NEGATIVE] She never received any other information from APL until she's received this.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Cancellation letter?
[CUSTOMER][NEUTRAL] So she's warning
[CUSTOMER][NEUTRAL] To know if there was any way that you know about it possibly be being reinstated.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] It's already on
[AGENT][NEUTRAL] OK, I wonder if this is one of those groups labs because we did not receive the sign portability information.
[CUSTOMER][NEUTRAL] So I don't know.
[CUSTOMER][NEUTRAL] Cause I don't see any notes in this policy, but
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2 by BP.
[AGENT][NEGATIVE] And she's saying she didn't receive the portability.
[CUSTOMER][NEUTRAL] Yeah, she says she's never received anything from APL until now uh yeah.
[AGENT][NEUTRAL] And that could, I mean, you know, we don't, this stuff was crazy, girl. I was like we were done with.
[CUSTOMER][NEUTRAL] And she says that what she did receive on this policy was um I mean I can't even say a name where we send her portability information or whatever I mean.
[AGENT][POSITIVE] I, I agree with you. I agree with you. Let's.
[CUSTOMER][NEUTRAL] There's only 2 notes and they're both by DP according to what my system will pull up for me.
[AGENT][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 Ms. [PII].
[CUSTOMER][NEUTRAL] Anyway,
[CUSTOMER][NEUTRAL] I certainly did. Um.
[CUSTOMER][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 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.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][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.
[AGENT][NEUTRAL] Ah, OK, OK.
[AGENT][POSITIVE] Oh my goodness. OK. 3 weeks later, OK.
[CUSTOMER][NEUTRAL] So mm.
[AGENT][NEUTRAL] All right, dear, put Miss [PII] on through and.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, yeah, she's really nice too. She's really sweet. OK. All right, [PII]. Well, thank you. Have a great weekend.
[AGENT][POSITIVE] All right, good deal.
[AGENT][POSITIVE] Thank you. Have a good day, [PII]. You too, honey. Bye.
[CUSTOMER][POSITIVE] OK, thank you. Bye-bye.
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] Good morning how are you this morning?
[AGENT][NEUTRAL] I am fine, thank you, ma'am. So, Miss [PII], Ms. [PII] was telling me that you're calling today because you never received the portability information and you received a refund check and uh a termination letter, is that correct?
[CUSTOMER][POSITIVE] Yes, ma'am. That's correct.
[AGENT][NEUTRAL] OK, so Ms. [PII], what I am going to do, and you do wanna continue with the coverage, correct?
[CUSTOMER][POSITIVE] Yes, yes, please.
[AGENT][NEUTRAL] OK, I am going to request that this information be sent to you. I'm gonna say again even though you know you said you haven't received it, I am going to see if we can get that information resent to you and I will let them know that you stated that you did not receive any type of information, OK?
[CUSTOMER][POSITIVE] Right, that's correct. Yes, ma'am.
[AGENT][NEUTRAL] Alright, so, um, I'm going to get that information submitted to the area that sends this out and.
[AGENT][NEUTRAL] Um, if there's any kind of change or reason you can't continue.
[AGENT][POSITIVE] I will ask them to to let you know, but hopefully they'll be able to get that information sent right on out to you, Miss [PII].
[CUSTOMER][NEUTRAL] OK, and they'll send that by mail again would they like to email it to me?
[AGENT][NEUTRAL] Uh, we can do that. Is that the email that [PII] updated in the system?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][POSITIVE] Wonderful. That is what I'm seeing. OK, I will ask them to email that to you.
[AGENT][POSITIVE] And hopefully, you know, you, you won't have any problem getting it. And do check for like your uh junk mail and spam and things like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you can just see if anything came from [PII] or [PII].
[CUSTOMER][NEUTRAL] OK, and um what should I do with this check that I received? Should I just cash it and write a check back to you or how do we need to handle that?
[AGENT][NEUTRAL] Um, I believe that they're probably gonna ask for you to return the check, but I will, I need to mention that as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we'll, uh, I, I feel like they're gonna just ask you to return the check so it can be applied to your.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your, your
[AGENT][NEUTRAL] Policy should it get reissued.
[CUSTOMER][NEUTRAL] Right, yeah. Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I just didn't know if that was clean on your end to have to void a check and then try to reply.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's like maybe I should just cash it and write you a check back and send a but y'all also an automatic draft too so.
[AGENT][NEUTRAL] Yes, ma'am. I'm.
[AGENT][NEUTRAL] Right, I'm thinking that they're just gonna ask you to return the check and just.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let them apply to, to, to your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But you said they'll probably cover that in the email, is that right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah I'm sorry, they'll say it one more time.
[CUSTOMER][NEUTRAL] They'll they'll they'll let me know what I should do in the email they send.
[AGENT][NEUTRAL] Yes ma'am, I will ask them to, I will let them know that you received a check and that you were uh wanting to know should you return the check or you know with the portability information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm, I'm, I believe that's what the, oh.
[AGENT][NEUTRAL] Let's see, the only way to return the check with the portability information is if you mail it in.
[AGENT][NEUTRAL] Um, because I, so yes, I, I'll ask him what you need to do with that.
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what is this thing I should have received? Is it portability or affordability? I'm not sure what you were saying.
[AGENT][NEUTRAL] Port port, portability, P O R T, yes ma'am.
[CUSTOMER][NEUTRAL] With a P.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And what is that letter? Well, I guess I'll see it whenever you go get it, but OK.
[AGENT][POSITIVE] It's just giving you the opportunity to continue with the coverage.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] To carry the policy on your own.
[CUSTOMER][NEUTRAL] OK, yeah, I've been carrying the policy for quite a long time though, even though I haven't been working there.
[AGENT][NEUTRAL] OK, I see what it is is that, um, yes, yeah, the, the group is it was a group product and as long as the group continued with it, uh, the, the insurance could continue with it, but they decided to no longer carry it and we had so many requests for to con to continue with this policy, you know.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yeah, right, that makes sense. The school district's no longer a great member.
[AGENT][NEUTRAL] That APLs, yeah, APLs kind of.
[AGENT][POSITIVE] Yes, but they just kind of set something out where they could, you know, carry it on their own.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Continue with it. OK, yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, so Miss [PII], we're, I'm gonna get that information sent out and hopefully you will have that within 5 to 7 business days.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so you're sending it by paper you're not sending me an email then.
[AGENT][NEUTRAL] Oh yes sir, I'm sorry. I am, I have a note here to email and I, I guess I got locked into that check that it's gonna have to be mailed back in. Oh, [PII], help me.
[CUSTOMER][NEUTRAL] No, it's OK.
[CUSTOMER][POSITIVE] Oh yes. OK. I'm sorry.
[CUSTOMER][POSITIVE] I'm sorry, I'm so sorry. No, it's good. OK.
[AGENT][NEUTRAL] No, no, no, no. I'm trying to just make sure I remember that check, you know, ask them about that check.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][POSITIVE] OK, um, and we will, I will let them know that you did not receive it and hopefully we can get you taken care of real quick.
[CUSTOMER][NEUTRAL] OK, well, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, we're, like I said, or may I didn't say we're in a rural area and we have some problems sometimes with our postal service and you just never know. I mean, I mail checks for businesses sometimes and they never make it where they went, but it's the same address or it comes back, which is odd. It's like, you know, it comes back like that's not a good address. It's like it's the same address and you call the vendor, they're like, no, our address hasn't changed. I'm like, Well, somewhere along the way, they didn't like the way.
[CUSTOMER][NEGATIVE] It was printed, you know, printed by the system, but it's like it didn't like it for some reason and it came back to us. So.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Goodness.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so we just have to be flexible.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes ma'am, goodness, right, um, it may not be today, it may be Tuesday we will be closed Monday, um, but it so it may be Tuesday before you receive this information just, you know, just kind of look for that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good. Thank you for your help today I appreciate it.
[AGENT][NEUTRAL] Certainly. Is there anything else we can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] Well, thank you, Miss [PII] for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Yes, ma'am. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.