AccountId: 011433970860
ContactId: ba2e4fcf-8566-461c-b799-b38127428dbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 596559 ms
Total Talk Time (AGENT): 343603 ms
Total Talk Time (CUSTOMER): 225747 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/ba2e4fcf-8566-461c-b799-b38127428dbd_20250212T18:50_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you doing this afternoon?
[AGENT][POSITIVE] I'm doing good. How about yourself?
[CUSTOMER][NEUTRAL] I'm good, thank you for asking. I have an insured on the line. Her name is [PII], and she would like to speak to somebody about continuing on her policy. She's retired from her workplace.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] It is 709-536.
[CUSTOMER][NEUTRAL] And she did say she has not gotten anything from us yet. She said she retired in December.
[AGENT][NEUTRAL] Yeah, there's notes in here from her calling in March.
[AGENT][NEUTRAL] She spoke to [PII] and she said she did get the method of payment letter.
[CUSTOMER][NEUTRAL] Oh, she said that she told me she hadn't gotten nothing, huh.
[AGENT][NEGATIVE] Oh boo boo, she can't keep this.
[CUSTOMER][NEUTRAL] Oh, she can't. OK, I did not know.
[AGENT][NEUTRAL] Uh uh. She can't because there's notes in here that she called in August saying that she um
[AGENT][NEGATIVE] Yeah, and I spoke to her in August too. She and then, so I spoke to her in August. She called back 3 days later, [PII] said that she got a method of payment letter, but she didn't get a return envelope, and she didn't send that back. And from my understanding, they only have 30 days from the date of that letter to get back to us. She just lost it.
[AGENT][NEGATIVE] She waited too late. I bet you she's sick. That's why she's calling.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] What's your callback number?
[CUSTOMER][NEUTRAL] It's the [PII].
[AGENT][NEUTRAL] OK. I'm just gonna have to let her know she can't port it. She's out of her portability.
[CUSTOMER][NEUTRAL] OK, alrighty, I apologize I didn't see that so I should have read that first.
[AGENT][NEUTRAL] No, it's OK. It's actually something that we, I don't know, I guess it's not really publicized, but if we send a method of payment letter, they only have 30 days from that method of payment letter.
[AGENT][NEUTRAL] Um, to get back to us.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][POSITIVE] OK. All right. I will definitely note that down. Thank you so much.
[AGENT][POSITIVE] No problem. Thank you and you have a good day.
[CUSTOMER][NEUTRAL] You too. Here she comes.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][NEUTRAL] Hi [PII], how are you doing? I believe I spoke to you back in August of last year.
[AGENT][POSITIVE] Yes, ma'am, you did. I'm doing good and thanks for asking. I've got your information pulled up and the representative that transferred you said you were still inquiring about keeping the policy.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, because I've retired now as of [PII], but I haven't received a letter from y'all. I was telling [PII] that I received a letter from Chub Workplace Benefits in regards to the cancer benefits, but based on the HR department with Arlington Independent School District, I was to call American Public Life.
[AGENT][NEUTRAL] Right, which you did in August, um.
[CUSTOMER][NEUTRAL] To continue my policy.
[AGENT][NEUTRAL] OK, well, there's a note in here after I spoke to you in August on the [PII] from our billing clerk and she said that you stated that you received the method of payment lender but there wasn't a return envelope so you wasn't sure how to send the payment um or wait on the statement, so.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] She said that she told you that a statement could be sent until we knew we couldn't send a statement until we knew how you wanted to pay, and she also gave you the address to send the payment, um.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And since then,
[AGENT][NEUTRAL] And I think you called back again because
[CUSTOMER][NEUTRAL] I did and I spoke, I spoke with [PII] on another day, and he said that I needed to wait until I like not to send anything until I receive a letter that APL received the letter from Arlington Independent School District that I've been terminated.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Or retired and he said then.
[CUSTOMER][NEUTRAL] Because I received the letter from y'all, uh.
[CUSTOMER][NEUTRAL] On [PII] and it talked about coverage being continued by direct billing and it gave me my annual premium of 15,840 because I would like to send a check. I don't want to do automatic draft or whatever all the other is are from my bank. I wanted to send a check.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] But based on what [PII] told me I needed to wait until I received a letter from APL and I've never received the letter showing.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I don't think she realized we had already sent that letter. That letter that she was talking about is the one that you had got.
[CUSTOMER][NEUTRAL] You know, sign up.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] I think this group canceled with us so.
[CUSTOMER][NEUTRAL] Cause it, cause, cause, cause.
[CUSTOMER][NEUTRAL] Because the the letter for APL should have said something about pardon.
[AGENT][NEUTRAL] So [PII] was probably talking about the port letter.
[AGENT][NEUTRAL] porting. The letter she's probably talking about is about porting because this group canceled with us in [PII]. And from my understanding, we were reporting everyone, we sent out letters porting everyone or we sent out letters to port everyone and if you wanted it to be ported, we could transfer it to an individual group can well, individual cancer policy that was similar to your group cancer policy.
[AGENT][NEUTRAL] Um, so I think that's what [PII] was saying. You were supposed to get a port letter.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] But you never got one.
[CUSTOMER][NEUTRAL] And so is when you're saying ported is that that portability and so it stays with Arlington ISD is that what it means when it's ported?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, portability would have been that you are agreeing for us to change your product and change you over to an individual product to where you're individually responsible for the premiums and the policy itself.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you never got that one?
[CUSTOMER][NEGATIVE] I never received that because I should have received something saying that we received notification and I have not received anything from APL. The only thing I received was that [PII], uh, giving me the details that you had explained to me about how much it would be and monthly billing and all of that.
[AGENT][NEUTRAL] OK. Um, what I'm gonna have to do is
[CUSTOMER][NEUTRAL] That's the only letter I have.
[AGENT][NEUTRAL] See if I'm gonna have to check with my supervisor and see if we can still send that portability letter to you since you didn't receive it initially. And I guess the dilemma here is is that when we sent those out, you had so many days to get back to us and I think we had extended it all the way to October.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, so I'm gonna have to see if we can make an exception, and if so, I can email it to you and remail it, but if not, you won't be able to keep the policy on an individual basis, but I need to get with my supervisor to see.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, because now I'm understanding why [PII] told you that it was that portability letter.
[CUSTOMER][NEGATIVE] OK, and I never received that.
[AGENT][NEUTRAL] Right, OK, and I'm not showing any record of that as well. I'm showing record of the method of payment letter because I ordered that for you, but I don't see anything else.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, Ms. [PII], let me get you to verify your callback number. I have it as [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] All right. Let me get with my supervisor on this. Um, it'll probably be after 2 before I can get back to you, but it will be today. And again, I apologize for the confusion on everything, but I'm gonna explain everything to you and hopefully we can just send the information and start you current. Um, and as long as you didn't, didn't have any, if you don't have any diagnosis or anything, I may ask and see if we can go.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Would you be willing to pay that premium that's owed from September or would you rather just start it this month going forward?
[CUSTOMER][NEUTRAL] No, and I don't.
[CUSTOMER][NEUTRAL] No, I was gonna say I could just pay the the annual premium that's what I was gonna do. It was 15,840 and I thought I would just go ahead and pay the annual premium.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And have it paid for the year.
[AGENT][NEUTRAL] OK. I'll ask her and see if we can accept that for September and pay it all the way to September this year as well, um, and explain the situation to her because everything is notated. So just not sure why you didn't get that letter and I do apologize for that. But I will stress to her that you did call us in a timely manner and it's just the document didn't get to you.
[AGENT][NEUTRAL] Um, on that end, so I will call you back before the end of the business day, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, no, this was it, but this, it was getting confusing when I received that from the other company and then American Public Life. I never received anything, so it was getting confusing.
[AGENT][NEUTRAL] OK. I understand completely. Um, but I will let her know that you, you know, that's what prompted you to call this time is because you did receive something from another carrier and you realized that you didn't get nothing from us. So I'll explain that to her as well, and I'll let her know what you said about paying all that back premium as well, um, to current.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, that sounds good. I appreciate it, [PII].
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] No problem at all, Ms. [PII]. Thank you again for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, and I look forward to hearing you later this from you later this afternoon.
[AGENT][POSITIVE] Yes, ma'am, definitely. Thank you.
[CUSTOMER][POSITIVE] OK, thank you, bye bye.