AccountId: 011433970860
ContactId: b9b2f319-5d8f-456a-bae0-026738c4fc84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 575690 ms
Total Talk Time (AGENT): 268629 ms
Total Talk Time (CUSTOMER): 181989 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/b9b2f319-5d8f-456a-bae0-026738c4fc84_20250203T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you doing this morning?
[AGENT][POSITIVE] Doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Hey, can I give you a policy number?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK, the policy number is gonna be 01895252.
[CUSTOMER][NEUTRAL] And it should come up for [PII].
[AGENT][NEUTRAL] OK, I got it.
[CUSTOMER][NEUTRAL] So she called in her policy lapsed, you can see, and she called in on [PII]. It's not supposed to be and then she said that her employer sent us an email about the policy supposed to still be active because it's being payroll deducted so I is that something that you guys can help her with?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, we can, uh, let's see, called eligibility.
[AGENT][NEUTRAL] OK. I can go ahead and take her.
[CUSTOMER][NEUTRAL] OK, thanks so much. I'm just gonna pop back over and let her know I'm gonna transfer because I wasn't sure so I don't want a blind transfer. It'll be just a second, OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm, yes, no problem.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Hello, good morning.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][POSITIVE] Yes, hi, good morning. How are you?
[AGENT][POSITIVE] Hello, I'm doing good. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well, thanks for asking.
[AGENT][NEUTRAL] All right, Ms. [PII], I was just advised that your policy has been canceled and it's supposed to remain active. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And we previously um received an email from your employer to reactivate your policy as well. Is that correct? OK.
[CUSTOMER][POSITIVE] Correct. Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I am just looking through our correspondence to see um if there's a ticket that was sent to us and we probably missed because the policy is still um lapsed. Um, give me just a second so I can look through, um, because if
[AGENT][NEUTRAL] Um, we don't have that email. We would probably have to ask it if y'all can just forward it back again, so we can go ahead and um unlapse that policy.
[AGENT][NEUTRAL] Activated with uh no lapse states.
[CUSTOMER][NEUTRAL] OK, I don't understand how it got terminated because they, the, the policy usually we renew our like our benefits every June, right? So [PII] we have our new benefits or whatnot, and then I've never, you know, I, there's never a change, especially with our gap insurance, there's never a change we continue paying the same amount like whatever. Now my thing is that, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It first they said they need to verify my employment, which I've been here for 5 years and I've never had an issue and then now they all of a sudden started saying that it was terminated. However, HR even showed me the invoices that my name appears there every month and they keep on deducting the payment from my payroll, so like.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I don't understand where was the discrepancy that my policy got terminated.
[AGENT][NEUTRAL] OK, yes, um.
[AGENT][NEUTRAL] I actually don't see here any note of why it was canceled so it was probably the group is being sometimes they send us a file every month um with updates for the group and times a small error or mistake within the information of an insured, it will cancel their policy or we receive like a notification that the policy should be um canceled if some dates not are updated so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] That's what causes it sometimes. It could be a foul um.
[AGENT][NEGATIVE] Error being sent, uh, sent to us.
[AGENT][NEUTRAL] So, uh, let me see really quick.
[AGENT][NEUTRAL] It's OK, we have premiums. Um, they were back.
[AGENT][NEUTRAL] I really can't see any correspondence about um us having to reactivate the policy. Um, if, as you say that those you are paying those premiums, there must be any, um, there must be a payment in suspense there that we can apply once we go ahead and reactivate that policy. Um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What I would request and suggest is for the group, your employer um to send us back that email um stating that the policy should remain active. Um, I'm actually in charge of the state of [PII], so.
[AGENT][NEUTRAL] I will be the one handling that reactivation and um confirming back to y'all once it gets reactivated. I will go ahead as well and mark it that this policy should remain active as well and we will not cancel it back again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What email is it that they have to send it to because she said she was dealing, I guess with the person that handles all our policies or whatnot so I don't know if she's the one to take care of it and she had to send the email to you guys or HR did but what's the email that she has to submit?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, I would say use the care team.
[CUSTOMER][NEUTRAL] The confirmation.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, stating the policy number, the insured that it should not be lapsed, um, there was probably a mistake within the file, um, and that we have to reactivate it. Um, you can carbon copy me in that email, um, that will be, uh, whenever you're ready, I can give you my email. Mhm. That will be [PII]
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. [PII]
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, [PII]?
[AGENT][NEUTRAL] Yes, and that's um [PII].
[CUSTOMER][NEUTRAL] OK, so [PII], I'm sorry, where was it at where?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh. OK. [PII]. OK, so I'm gonna repeat that. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Awesome alright [PII]. OK, I'll, I'll let HR know so they can go ahead and.
[CUSTOMER][NEUTRAL] And take care of this. I have two policies for inpatient and outpatient. Both of them show that they're inactive, correct?
[AGENT][NEUTRAL] Uh, let's see, really quick.
[AGENT][NEUTRAL] Uh, yes, since Metlink handles both inpatient and outpatient benefits, um, yes, both would be um lapsed, but they belong to the same policy number.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right, thank you so much for your help, [PII].
[AGENT][POSITIVE] You're very welcome and I hope you have a nice day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Um bye bye.
[CUSTOMER][NEUTRAL] Mhm