AccountId: 011433970860
ContactId: b6d6316b-c1d6-471c-8518-4608a29d5a45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1349290 ms
Total Talk Time (AGENT): 397865 ms
Total Talk Time (CUSTOMER): 605675 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/b6d6316b-c1d6-471c-8518-4608a29d5a45_20250130T19:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was wanting to get some information on a policy. Um, I got my paperwork. I got an email yesterday to do, um.
[CUSTOMER][NEGATIVE] Support it because it was it was it was in a group and then the group rolled over to another carrier but I didn't know it and I don't want that new coverage but I don't know what my existing coverage is with you guys. Can you look me up on my social?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] It would be my pleasure to assist you with those benefits. And what is that social?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Do you mind verifying your date of birth, current and current mailing address?
[CUSTOMER][NEUTRAL] Um, [PII] and [PII].
[AGENT][NEUTRAL] All right, thank you and what about your email and phone number please, ma'am?
[CUSTOMER][NEUTRAL] OK, my phone number is [PII], and I just added my email address yesterday. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Thank you. I appreciate that verification.
[AGENT][NEUTRAL] OK, so let me get everything pulled up real quick. Let's see.
[AGENT][NEUTRAL] Getting your policy pulled up so we can kind of go over the coverage. I was checking to see if you might have an active portal account. Have you created that account on our portal?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] So, unfortun
[CUSTOMER][NEUTRAL] I honestly didn't even know I had coverage with you guys.
[AGENT][NEUTRAL] Oh, well, you've just been finding out all sorts of things.
[CUSTOMER][NEUTRAL] The things that were not involved.
[CUSTOMER][NEGATIVE] Yeah, I think that if and when I enrolled, I think I, I think I was led to believe I was enrolling in like a colonial plan. So I'm just, I'm, I'm still trying to gather all the information, um, and, and if I want to keep it, then I'll definitely keep it, but, um, I don't even know what it is. I never got any information. I never got any email notification. I, I, I never got anything. They just been taking the money out of my check for 2 years.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Got you. Would you like for me to email you a copy of your policy documents so you can review the benefits that are covered under this plan?
[CUSTOMER][POSITIVE] That would be amazing.
[AGENT][POSITIVE] I could do that. Let me just do that right now for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm emailing it to that [PII] Financial email, is that correct?
[CUSTOMER][NEUTRAL] [PII]. Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me just, I do wanna make sure that you've received if you're where you can check.
[AGENT][NEUTRAL] Give me just one second. I'm also gonna put your policy number in the subject line.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 123
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just takes me just a quick minute.
[AGENT][POSITIVE] Tell you what I'm gonna do is just put a quick thank you on the email.
[AGENT][NEUTRAL] So we can make sure that you get that instead of the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] It's [PII] and it's not recogniz let's see.
[CUSTOMER][NEUTRAL] And it's [PII], not just the letter [PII]
[AGENT][POSITIVE] Oh, OK. I can fix that.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEGATIVE] [PII]. That might have been why it wasn't recognizing you. Let me fix that.
[AGENT][NEUTRAL] What is going on? Hang on.
[AGENT][NEUTRAL] [PII] and that's [PII].
[AGENT][NEUTRAL] [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And I got the portal in the porting information yesterday so I know.
[CUSTOMER][NEUTRAL] I was working.
[AGENT][POSITIVE] OK, hang on, I'm gonna, I'm gonna, I'm gonna do, I'm gonna try another.
[AGENT][POSITIVE] Sometimes it's just this lovely technology just wants to do its own thing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And did you get that port information by email?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Because we had the email address is just the letter [PII] and then the name [PII].
[AGENT][NEUTRAL] Do you know if it
[CUSTOMER][NEUTRAL] That's weird.
[AGENT][NEUTRAL] Do you know if it went to that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean, it, it came to my
[CUSTOMER][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] And it's not the letter, just the letter [PII]
[AGENT][NEUTRAL] They might have typed it in.
[AGENT][NEUTRAL] I'm trying to work my magic. Hang on.
[CUSTOMER][NEUTRAL] I'm sitting here just like mhm.
[AGENT][NEUTRAL] We'll, we'll see if it works, and I am trying my best.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so that one went.
[AGENT][NEUTRAL] I'm gonna try this other one as well.
[AGENT][NEUTRAL] That just went to the letter [PII]. Now I'm gonna try.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. And when's that time? It just was being.
[AGENT][NEUTRAL] Oh no, you need to get some water. I don't mind waiting.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I just did. I was filling it up while you were typing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I know if you're like me, that only happens when you get on the phone.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Exactly. OK, let me check my email real quick.
[AGENT][NEUTRAL] It's gonna be from the care team.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, care team policy, OK.
[CUSTOMER][NEUTRAL] 3PL. OK, so this is a.
[AGENT][NEUTRAL] It is a cancer policy.
[CUSTOMER][NEUTRAL] A full cancer policy.
[AGENT][POSITIVE] Mhm. It's going to provide benefits.
[CUSTOMER][NEGATIVE] That's weird because I was told, I was, I was told before that it was a critical event with a cancer writer for $20,000 or something like that. I'm like, I would never have signed up for something like that.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yeah, it
[CUSTOMER][NEUTRAL] Everybody has their fur baby.
[AGENT][NEUTRAL] And it's just like the call. She doesn't bark unless I'm on the phone.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, this policy also provides a benefit for wellness screening.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And it's her calendar year benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can submit for that. In fact, you still have time, there's no time frame, and I don't see any of the wellness claims on file and your policy has been active since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you had a wellness screening in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can submit for those two wellness claims and it's $100 for be for um screening.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what do I need to do to submit for that?
[AGENT][NEUTRAL] On our portal at [PII].
[AGENT][NEUTRAL] There is a cancer wellness claim form. That's all that's needed. We need you to complete that form and send it back to us either by fax or mail.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] Don't miss that.
[CUSTOMER][NEUTRAL] Alright, so there's the OK now is there, um, since this was a group deal um how is the application process for that? Like is it still an application that has to be completed and signed?
[AGENT][NEUTRAL] For portability, yes, ma'am. And if you got
[CUSTOMER][NEUTRAL] No, no, no, for the original application.
[AGENT][NEUTRAL] For the original application, yes ma'am, that would have been through your employer.
[CUSTOMER][NEUTRAL] OK, well it's our union, um.
[CUSTOMER][NEUTRAL] So who would have a copy of that application?
[AGENT][NEUTRAL] It's gonna be through your HR department. They should have a copy.
[CUSTOMER][NEUTRAL] OK, it's not through my employer they have nothing to do with it, it's through my union.
[AGENT][POSITIVE] OK, hang on just a second. I'm gonna find that out for you.
[CUSTOMER][NEUTRAL] So it's a, it would be a broker, yeah, I'm just I'm trying to see where, because a lot of times um the applications are attached to the policy.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Excuse me. Well, whatever it was that got in my throat, got my nose running now.
[AGENT][POSITIVE] Oh, lovely winter time, right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm, I'm gonna ask that question because.
[AGENT][NEUTRAL] To be honest with you,
[AGENT][NEUTRAL] I am not sure, and I don't want to give you any false information.
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] It's either gonna be
[AGENT][NEUTRAL] Probably with a broker, to be honest with you, but I'm gonna find out.
[CUSTOMER][NEGATIVE] Yeah, I don't even wanna talk to them. I'm mad.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Because I think they, I think they pulled the typical broker maneuver where they, they rolled the coverage every 2 years to a different carrier to get first year commissions again.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And they made the mistake of
[CUSTOMER][NEUTRAL] porting, doing mine.
[CUSTOMER][NEUTRAL] Cause they had no idea that I'm a licensed agent also, in addition to being a flight attendant.
[AGENT][NEUTRAL] Oh, gotcha.
[CUSTOMER][NEUTRAL] And the company they rolled this coverage to was colonial.
[CUSTOMER][NEUTRAL] Well, I get a letter from Colonial saying we received your application for coverage, yada yada yada.
[CUSTOMER][NEUTRAL] Um, after going to underwriting, we can't issue this policy for you because you are an agent and you have to get your policy through the agent portal. I'm like, I know that like I have my policies through colonial through the agent accounts. I was [PII]. I.
[CUSTOMER][NEGATIVE] And the girl that answers the phone, that's the customer service person for the union account, she's like, I'd ask, I don't know. Everything I, I don't know. I'll have to get back to you. I don't know, I go, you're, you're, you handle this account and you don't know what email address I was notified at that you were rolling my policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like, had I not gotten this letter.
[CUSTOMER][NEUTRAL] From colonial saying that you didn't, they couldn't write me the cancer policy. I would, I don't even remember signing up for this policy. That's why I'm asking for like, where's the original application? Because they did this once before, a number of years ago. I went into the lounge to ask for information on a critical event policy. And I was like, well, we can't give you any pricing I have all your information.
[CUSTOMER][NEUTRAL] I give them all my information.
[CUSTOMER][NEGATIVE] I decided I didn't want to go with the coverage.
[CUSTOMER][NEGATIVE] And like 6 months later I get a letter from the carrier saying your policy is going to lapse for nonpayment. We've not received any premiums.
[CUSTOMER][NEUTRAL] I'm like, what policy? I didn't sign up for a policy.
[CUSTOMER][NEUTRAL] So I'm just curious if this was the same thing that I went in and asked for information on the cancer policy.
[CUSTOMER][NEGATIVE] And somebody enrolled me and I've got the deductions coming out, which I don't look at my pay stub, you know, it's like, I look to see if the number looks about right. I don't look at the, the minutiae of the details and uh so I'm trying to get documentation where I actually signed up for this, not that I want to cancel it because I mean I've been paying on it for 2 years but had I not gotten a letter from Colonial, I wouldn't have known.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] You wouldn't have known.
[CUSTOMER][NEGATIVE] That they ported this and terminated this policy at the end of December that I've been paying on for 2 years. Hell no, I don't want to cancel it now.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] But I don't know that I signed up for it, so I've got like, there's some, there's some hinky stuff going on with this broker that's in our union and I don't like it.
[AGENT][POSITIVE] Well, we can look at it and see what we can do for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm just
[AGENT][NEUTRAL] Trying to get that information for you.
[CUSTOMER][NEUTRAL] I'm fine. I'm just looking to see what the initial diagnosis amount is.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] Cancer treatment, transportation.
[CUSTOMER][NEUTRAL] OK, 7501st occurrence.
[CUSTOMER][NEUTRAL] And I'll pay 5000 for a heart attack or stroke.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Interesting, interesting, interesting.
[AGENT][POSITIVE] I'm glad you've got your policy certificate though. That will help you at least give you some information that you didn't have.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEGATIVE] I'm just, I'm too ethical.
[CUSTOMER][NEGATIVE] It doesn't make any sense whatsoever.
[AGENT][NEUTRAL] It does.
[AGENT][NEUTRAL] And you know, things should happen in succession and you should have your documents, so I completely agree. I'm the same way.
[CUSTOMER][NEUTRAL] And then I think what they ported it over to was like a lump sum critical illness with a cancer writer pays 20,000.
[CUSTOMER][NEUTRAL] And I'm waiting to see if they stop my draft.
[CUSTOMER][NEUTRAL] For my January paycheck.
[CUSTOMER][POSITIVE] So then I'm gonna really raise holy things.
[AGENT][NEUTRAL] Um, so it looks like that this was electronically enrolled.
[AGENT][NEUTRAL] So we do not have a paper application, it came over electronically.
[CUSTOMER][NEUTRAL] OK, so let me ask, and you may not know the enrollment process, and I totally get that. But let's say I sit down with this agent, and I'm like, OK, yes, I want this cancer policy. He types in my information.
[CUSTOMER][NEUTRAL] Don't I need to quote unquote sign somewhere like I know with Aflac, cause I'm also appointed with Aflac. Um,
[CUSTOMER][NEUTRAL] That when we enroll, when we get to the signature page, we turn the computer around to the person and they type in their name, and that's their electronic signature.
[CUSTOMER][NEGATIVE] For me to sit there and type their name in, even though they're sitting there, that's fraud. That's no different than me taking an ink pen and signing their name.
[CUSTOMER][NEUTRAL] I was not handed that computer for me to type my name in and I'm, I need to find out how they started the payroll deductions like I need to call payroll and ask that like.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So like I said, I don't remember, but I was right in the middle of, of my mom's last seven or eight months of her life, cause I, she passed away in [PII]. And so I'm like, I'm just saying I don't remember. So I'm, I'm gathering my information because if I didn't sign that authorization, and they just, you know, sent out this electronic thing to corporate for payroll deductions, then I'm gonna have a problem. And then I'm gonna have a problem if they rolled this account over to less coverage.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEGATIVE] Like, uh, they messed with the wrong girl here.
[AGENT][NEUTRAL] Yeah, and.
[CUSTOMER][POSITIVE] And the fact that they rolled everything over without double checking to make sure that everybody was eligible to be rolled over.
[CUSTOMER][NEGATIVE] And they're saying they sent emails out, but I never received an email.
[CUSTOMER][NEUTRAL] And I think that's because there was no there was no email in your system.
[CUSTOMER][NEUTRAL] For me until yesterday when I called in.
[AGENT][NEUTRAL] Just from us.
[AGENT][NEUTRAL] Yeah, just from us from yesterday.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] I work really hard and long hours and go above and beyond to make sure that I do everything with
[CUSTOMER][POSITIVE] No question, with no leaving no question like with integrity. It's gotta be done right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I agree.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Have you spoken with Fidelity of Texas?
[CUSTOMER][NEUTRAL] Anyway, OK.
[CUSTOMER][NEUTRAL] Who's that?
[AGENT][NEUTRAL] That is gonna be who you need to speak with.
[CUSTOMER][NEUTRAL] Who is Fidelity of Texas?
[AGENT][NEUTRAL] They're the contact uh people for the group, for transport workers.
[CUSTOMER][NEUTRAL] that a broker?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh, yeah, they don't want to talk to me.
[AGENT][NEUTRAL] Yeah, that's, that's who you would speak with.
[CUSTOMER][NEUTRAL] Because while
[CUSTOMER][NEUTRAL] Yeah, no, and I'm not gonna talk to them. I'm going to the union and then I'm going to Texas Department of Insurance.
[CUSTOMER][NEGATIVE] Especially if they roll people over to a crappier.
[CUSTOMER][NEUTRAL] Product
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I just found my notes. Um, this is a
[CUSTOMER][NEUTRAL] Group critical illness with cancer.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] The plan that they rolled over to.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think it's $10,000.
[CUSTOMER][NEUTRAL] Because the one I bought with you guys is a cancer plan with a heart attack writer.
[AGENT][POSITIVE] Mhm. That's right. Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I got what I need from you. I need to check with corporate and find out about the payroll deduction authorization for [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It
[CUSTOMER][POSITIVE] And then thank you for sending me my policy. I'm gonna print that off and.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] And put it in my notes because like I said, I would never have known to file on this policy.
[CUSTOMER][NEUTRAL] Had this, had this not happened.
[CUSTOMER][NEUTRAL] Unless eventually I looked at my pay stub and said, what is this $39 a month for?
[AGENT][NEUTRAL] And then you're like, what is going on? I would be.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] For sure. So.
[CUSTOMER][POSITIVE] Yeah. All right, sweetheart. Well, I appreciate your time you have a bad, uh-huh, go ahead.
[AGENT][NEUTRAL] Yeah, I was just gonna say look over those benefits and it be sure if you want to continue our policy to complete that port portability paperwork and get that back to us so we can get your policy back active. OK?
[CUSTOMER][POSITIVE] All right, thank you. I'll get that over to you guys.
[AGENT][POSITIVE] Uh, it was such a pleasure to assist you and thank you for calling APL and I hope you have a wonderful day. Call us if we can be of further assistance. I know I wasn't much help for you, Miss [PII], but at least you got your policy certificate and we'll be happy to help you any way that we can.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] And thank you for calling APO. You have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye-bye.