AccountId: 011433970860
ContactId: b30497cf-49ea-4817-99b3-c0c550580cf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 489510 ms
Total Talk Time (AGENT): 188412 ms
Total Talk Time (CUSTOMER): 166248 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/b30497cf-49ea-4817-99b3-c0c550580cf8_20250306T16:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hello, [PII]. I'm not really sure who I need to speak to. Um, I was in a group situation for life insurance. I retired from the group. I have a local agent here. I was supposed to be getting a form in the mail to change my form of payment to enroll as a, as a, you know, individual, not a group.
[CUSTOMER][NEUTRAL] Um, according to my, um, representative here, it was mailed in February on [PII]. I have never received any paperwork, so I don't know really who I need to speak to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, I can definitely help you. I'm sorry that you haven't received the paperwork um to continue the policy as an individual, but we can definitely get it out to you. And may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Well, I don't, I don't have it because I was in the group and I, I can give you my social security number. Will that help?
[AGENT][POSITIVE] OK. Yes, ma'am, I can use that as well.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, so it was set up as a group and then I retired and I've been trying to do this since February and I've not been able to get this done.
[AGENT][NEUTRAL] OK, well.
[CUSTOMER][NEGATIVE] And I'm sure this policy would have expired, but it should not have expired because I've been waiting on this paperwork.
[AGENT][NEUTRAL] OK, here it is.
[AGENT][NEUTRAL] Alright, so I just found your policy. It's coming up now. Hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] My address is [PII], and I'm not sure if you have my home email or if you had my work one at that time, but I, my home is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um do you mind if I place you on just a brief hold while I take a look at the notes in the policy?
[CUSTOMER][POSITIVE] OK, yeah, you can do that thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so she's saying that she was supposed to be receiving continuation. What mode of payment is she?
[AGENT][NEUTRAL] 11.
[AGENT][NEUTRAL] It's not a special group but it's not a payment one so she needs to.
[AGENT][NEUTRAL] Go back to HR.
[AGENT][NEUTRAL] Oh wait.
[AGENT][NEUTRAL] That was to remove the spouse. No, she said it was mode of payment one.
[AGENT][NEUTRAL] She's not trying to terminate, she's trying now.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So, um, I do have an answer for you. So I'm going to get a member of the customer service team on the line for you. Customer service, um, works with the premium and terminating and um.
[AGENT][NEUTRAL] Making the policy effective. So they'll be able to let you know, um, they'll be able to send the continuation form to you or see if there's another way it can be sent to you since you didn't get, didn't get it, maybe we can email it to you or something, um, let you know those options and then um let you know about reinstating because the policy is currently lapsed as of [PII], but
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, that would be great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I know that's exactly and that's what we've been working trying my representative has been working and trying to get this taken care of and he assured me that that from your end it was mailed and I have never received it.
[AGENT][NEUTRAL] Yeah, I don't know, but you are within that um range and even so, we can, I'll let them know what's going on and then um they'll let you know how the reinstating would go with the form um being filled out once we receive it.
[CUSTOMER][POSITIVE] OK, yeah, OK, thank you very much for your help. And what I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], OK, [PII], thank you so much for your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You're welcome. Well, thanks for calling APL and hold on one moment for our customer service, OK?
[CUSTOMER][POSITIVE] Thank you very much, yeah.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing good. I have a um insured on the other line. Her policy is lapsed, but she's been, she says she's been waiting for the continuation papers. Um, can you look at this with me?
[CUSTOMER][NEUTRAL] Sure, what's the policy number?
[AGENT][NEUTRAL] It's 229-1104.
[CUSTOMER][NEUTRAL] [PII], [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She said her agent told her that we, we mailed it off to her, we did, but she hasn't received it, um, and the policy is now lapsed, so she's wanting to know what she does get it, um.
[AGENT][NEUTRAL] If this can be reinstated or what she would have to do because she retired.
[CUSTOMER][NEUTRAL] OK. All right, I've got it.
[AGENT][NEUTRAL] Alright, did you need a callback number or anything? Are you OK?
[CUSTOMER][NEUTRAL] I'm OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good morning Miss [PII]. This is [PII] in customer services. How are you?