AccountId: 011433970860
ContactId: b39d664f-f29e-49bd-b19c-52fa53b57f2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435519 ms
Total Talk Time (AGENT): 195730 ms
Total Talk Time (CUSTOMER): 152367 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/b39d664f-f29e-49bd-b19c-52fa53b57f2f_20250131T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh, yes, [PII], uh, I'm, I'm thinking I've got the right place, but, uh, uh.
[CUSTOMER][NEGATIVE] I was looking through my banking statements and stuff and I, I don't think you guys have deducted my premium for this month and uh I just wanted to check and see what the situation is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with that, sir. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII], and my birthday is [PII].
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] OK and then what is your um a good call back number in case our call gets disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number, [PII]?
[CUSTOMER][NEUTRAL] Well, I don't have that, uh, believe it or not I can I'm, I was looking for all my paperwork and I cannot find it anywhere.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. I can get, I can look it up with your social security number, that'll pull it in for us.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a sec to look up your policy and see what's going on as far as your premium goes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], can you um I'm sorry, you already gave me your date of birth. Can you verify your address for me please sir?
[AGENT][NEUTRAL] And your email address for security reasons?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] I can, uh, let me see my email address is [PII].
[CUSTOMER][NEUTRAL] And my address, which I don't know if it's correct or not because I've moved within the last couple of years, is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, we don't have that.
[AGENT][NEUTRAL] That address let me um.
[CUSTOMER][NEUTRAL] What address do you have [PII]?
[AGENT][NEGATIVE] Holy crap.
[AGENT][POSITIVE] Yes, sir, that's correct. That's the one that we're showing.
[CUSTOMER][NEUTRAL] Oh, OK, that's that's my old address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Let me look at your policy real quick.
[AGENT][NEUTRAL] OK, so looking at your policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have your cancer policy pulled up.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Is something that you're in question about you, OK.
[AGENT][NEUTRAL] And your group.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] So your group is no longer with us. They stopped using us for their group cancer.
[AGENT][NEUTRAL] We sent out letters stating that um.
[AGENT][NEUTRAL] If you wanted to keep your policy, you needed to fill out the letter and return it and we didn't get the signed portability letter back, so the policy was lapsed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well it hasn't lapsed yet because this is still the last day of the month.
[AGENT][NEUTRAL] Yes sir, it is the last day of the month, but this happened in December, [PII] was the last payment that we received from your.
[AGENT][NEUTRAL] For your policy.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, which I never I guess because the address is wrong, I never did receive any of those letters.
[AGENT][NEUTRAL] OK, so what I'm going to do is I'm gonna transfer you on over to customer service, let them know that your address had changed and you never got your letter.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um let them speak to you further about your policy, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're very welcome [PII]. I hope you have a blessed weekend and thanks for calling APO.
[CUSTOMER][POSITIVE] OK, yeah, uh-huh, thank you.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEGATIVE] Fferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII].
[CUSTOMER][POSITIVE] Hey [PII]. It's so good to see you the other day.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] Yes, you too. I've got [PII] on the phone. His policy number is 2410431.
[CUSTOMER][POSITIVE] Good. OK.
[AGENT][NEUTRAL] He
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] had an address change when the portability letters went out, but he's just now calling.
[AGENT][NEUTRAL] Because his policy lapsed and his premium wasn't drafted.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I did not change the address so that you could see that the address that he's going to give you is different.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But he, he wants to keep, I think he wants to keep his policy, and he said that his address was changed and he never got anything because he wasn't at that address anymore.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Put Mr. [PII] on through it's [PII]
[AGENT][POSITIVE] Yes, yes, that's correct. OK.
[CUSTOMER][NEUTRAL] Alright, put Mr. [PII] on through.
[AGENT][NEUTRAL] OK, the thing that I question though.
[AGENT][NEUTRAL] Is his mode of payment is already at 2.
[AGENT][NEUTRAL] So I was gonna bring that to your attention.
[CUSTOMER][NEUTRAL] Well, they wouldn't have been drafting for this policy. It would have, it probably had a, uh, future let's say may have had a future lapse state added in it lapse policy because we did not receive the sign portability so see they automatically lapsed it and they refunded the December premium, um, [PII] when it, you know, anyway.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] A portability election form in return mail. OK.
[CUSTOMER][NEUTRAL] Alright, so, alright, well, did he give you a phone number by chance?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So the number he's calling from OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, wonderful. All right, dear, thank you, pretty well through. Have a good day. Bye.
[AGENT][POSITIVE] You're welcome, [PII]. Bye-bye. You too.