AccountId: 011433970860
ContactId: d458d087-dfad-44af-9858-357e0ff524fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1350400 ms
Total Talk Time (AGENT): 355734 ms
Total Talk Time (CUSTOMER): 373786 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/d458d087-dfad-44af-9858-357e0ff524fa_20250609T16:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning [PII]. Uh, this is [PII].
[AGENT][NEUTRAL] How are you?
[CUSTOMER][POSITIVE] I'm doing pretty good today. How are you doing?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you getting any weather over there? Where are you at?
[AGENT][NEUTRAL] We are in [PII], so we are getting weather always.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, I never know whether you're in [PII] or [PII]. I never really know, you know, but uh.
[AGENT][NEUTRAL] Yes, yes, yeah, and then there's also people all over the [PII] as well, so.
[CUSTOMER][NEUTRAL] Yeah, yeah, well, everybody I know with AFA and so forth, they're all, you know, [PII] City, and I was always told that APL is just down the hall.
[CUSTOMER][NEUTRAL] You know, and so I thought.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, AFA we are are very close to them.
[CUSTOMER][NEUTRAL] You know, but it it
[CUSTOMER][POSITIVE] Well, I've been with uh American Fidelity for over 25 years.
[AGENT][POSITIVE] Wow, that's awesome.
[CUSTOMER][NEUTRAL] And then I, I was, yeah, I was there when [PII] and all of them bought APR got affiliated with APL and then they moved all of us brokers over to APL and then that, that little relationship something went wrong and then now we all had to be, you know, shipped back, um, but everybody I know [PII] and all every all the girls, you know, I've known them for years.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yep, still there.
[CUSTOMER][NEUTRAL] You know, over there, so.
[CUSTOMER][NEUTRAL] Yeah, well, I know they are, um, [PII], I don't know if you could help me or not, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We've, we've got a, a group, um, and I've got the number here, uh, but they
[CUSTOMER][NEGATIVE] Their business has lapsed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And uh and I figured you know it lapsed because the girl didn't pay the bill or you know something happened you know I haven't been in there in a couple of years because you know they you know they're just not real friendly but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, I mean, every year I go in there with donuts and show up at [PII] and hope people come see you, they, you know what I mean, and they, they don't, you know, and then they cry when, you know, but anyways, um.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] When she when when I was trying to get a bookkeeper's report for the group that's when I found out that the group had lapsed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then that's when I said oh well you know she didn't pay the bill, you know I've got AFA in there as well.
[CUSTOMER][NEUTRAL] And she was paying AFA's bills, so they're still active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] And so I thought, I thought, well, it is what it is, you know, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then [PII], who was in charge over there called and uh and she said and I talked to her this morning, she was on vacation, but she said she called American Public Life and American Public Life said the broker canceled you at open enrollment.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And I thought well that would never happen, you know, I like money.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You know, whether I'm there or not, I like getting paid, so why would I ever cancel a group?
[AGENT][POSITIVE] Right. Absolutely.
[CUSTOMER][NEUTRAL] You know, so I need, uh, uh, can you research this a little bit or do you need to pass me off?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, um, I can see if it's in our files and then if not I can pass it along to our billing department. Do you by chance know the group name or number?
[CUSTOMER][NEUTRAL] It it's, it's
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 236-38.
[AGENT][NEUTRAL] 236-38. OK, let me.
[CUSTOMER][NEUTRAL] It looks like I don't know but there's 6 people on the bill or something.
[AGENT][NEUTRAL] OK, let me put you on a brief hold. I'm gonna do some research on this and then I'll let you know what I find, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty thank you, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so it looks like APL terminated the group. You did not terminate the group, um, and I'm looking at the email that was sent to the group and it's saying, um, thank you for choosing American Public Life to be your group's hospital indemnity insurance provider. We appreciate the opportunity we have to serve you and the employees during the year in accordance with your contract provisions. APL will terminate the above reference group.
[AGENT][NEUTRAL] Effective [PII], please notify your employees this coverage will be canceled and no coverage will be in effect after [PII]. If you have multiple lines of coverage with APL, they are not affected by the termination of the hospital indemnity. Please email this email with any questions or concerns, um, and it looks like the only policy they had was hospital indemnity.
[AGENT][NEUTRAL] Um, so I'm assuming they didn't have participation to meet the requirements.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is that what it is? Do you think it didn't have enough people on the plane?
[AGENT][NEUTRAL] Yeah, it looks like we only had 12345 employees enrolled.
[CUSTOMER][NEUTRAL] Yeah, and how many does it take?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] You know, and when I wrote the, the business, you know, those are the same people that we got so did they change their, their, their, uh, participation requirements?
[AGENT][NEUTRAL] They, they could have, um, let me see the underwriting guidelines for this.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] There's 5 on the bill, and I think I wrote 5 because I wanted to get a bill.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then it was enforced for quite some time and so it sounds like.
[AGENT][NEUTRAL] Sorry, it looks like there was only 4 enrolled at the time.
[CUSTOMER][NEUTRAL] At oh, at the time they labs it.
[AGENT][NEUTRAL] As
[AGENT][NEUTRAL] Yeah, so it looks like there was originally 1234123456 original and then they went down to 4.
[CUSTOMER][NEUTRAL] OK, so can you tell me at at the time that they canceled it who?
[CUSTOMER][NEUTRAL] Who who who had the coverage?
[AGENT][NEUTRAL] Yes, um, it's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then [PII] or not, I don't know, yeah.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And that's it.
[CUSTOMER][NEUTRAL] So [PII] at some point dropped his coverage which actually put the group in jeopardy.
[CUSTOMER][NEGATIVE] Because my invoice or the bookkeeper's report I have dated back to [PII], um, had 5 people on the bill and they must have dropped down to 4 when [PII] left and that's what caused the problem.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] OK, well, um, how many does it take to reinstate them? Can I get 5 and get it back on board or what?
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] What are you doing
[AGENT][NEUTRAL] Employer, if it if they do employer contributory group a minimum of 5 enrolled.
[AGENT][NEUTRAL] Minimum of 10 for dual options. So if you can just get 5 and then a minimum of 90% participation of all eligible employees is required. So if there are 5 employees and 5 enrolled in major medical, then you'll hit 100%. But if there's like 10 employees and only 5 enroll, then that's hitting less than 90% participation.
[CUSTOMER][NEUTRAL] OK, yeah, I
[CUSTOMER][NEUTRAL] And the numbers that you're looking at are the ones that are enrolled in the medical.
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] So, so, all right, so it's not uh the total group, it's just the, the, the ones enrolled in medical.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's kind of like the old gap plan and stuff like that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alrighty, well that's the information I need that way I can let her know either you encourage your employees to buy the stuff or you just everybody loses it.
[AGENT][NEUTRAL] Yeah, and that's that's for employer contributory so that is with the employee paying for part of it, um, for voluntary groups where the groups are the employees are selecting, um, it's 5 enrolled as well or 15% participation, so, um.
[AGENT][POSITIVE] I one of those would be best.
[CUSTOMER][NEUTRAL] That's a that's a weird number 15.
[AGENT][NEUTRAL] Yes, and then it's, it's also whichever is greater, so if 15% is greater or 5% is greater.
[CUSTOMER][NEUTRAL] Well, and that seems like the way to go and make it voluntary. I don't know what rates I have, um, I don't know for sure. I couldn't tell you, you know, what the rates are, uh, one to the other, you know, whether it's voluntary or or employer contributed, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see if I can see what they were.
[CUSTOMER][NEUTRAL] Change the rates I wonder.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't know if the rates would still be the same since it was lapsed, um.
[CUSTOMER][NEUTRAL] General
[AGENT][NEUTRAL] But let me see.
[CUSTOMER][NEUTRAL] Maybe you should send me some information on it.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] If there are any new rates.
[AGENT][NEUTRAL] It looks like it was voluntary.
[AGENT][NEUTRAL] Um, so it was doing that 5% or 15%, whichever is um higher, so that's probably why it got, um,
[CUSTOMER][NEUTRAL] Well, you've got like 7 employees and 5 of them are on the plan you're certainly meeting participation.
[AGENT][NEUTRAL] Right, right, but I think that's the reason why they didn't, um, or why APL terminated them last year was because they weren't hitting that 5 enrolled.
[CUSTOMER][NEGATIVE] OK, somebody when [PII] dropped off because he was a little whining crybaby, um.
[CUSTOMER][NEGATIVE] then that really hurt the whole group.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, well, you know, I can't help it. He's a crybaby, so OK, well then I will, uh, get this information over if we wanted to reinstate it or maybe I got 1 more or something to make it 5, can we reinstate it at the same rates or do I need new apps or how do we do that, I wonder.
[AGENT][NEUTRAL] Um, let me pull that up.
[CUSTOMER][NEUTRAL] Because [PII] just used the heck out of it the last two years.
[CUSTOMER][NEGATIVE] And uh and he ain't very good at it apparently, you know.
[AGENT][NEUTRAL] Yes, um, OK, let me put you on a brief hold and see what the process looks like for um to get new rates, OK?
[CUSTOMER][NEUTRAL] You know, if I gotta pick up one more app and make it real, well then do we, uh, do we start all over again and, and I have the rates change, you know, that kind of stuff there.
[AGENT][NEUTRAL] Yeah, absolutely. Let me put you on a brief hold, OK?
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I mean,
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK sorry I prefer putting you on hold for that long um but it looks like all you need to do is we will need to just get approval for underwriting to see if we can um rewrite this group so you'll just send an email to our [PII] and request um that this group would like to come back and then we can see if we can write that for you.
[CUSTOMER][NEGATIVE] Well then I would still need another app though.
[AGENT][NEUTRAL] Um, well, for right now you would just need to, to submit an email. I asked if you needed to submit a master app, um, and I was just told that you would just need to let us know that the group wants to come back. We will send it to underwriting before you can even write it.
[CUSTOMER][NEUTRAL] And they'll decide and then they'll tell me what they need and whatnot. Can you give me a couple number one, the, the, the date that APL sent them that lapse letter or that cancellation letter, could you tell me when that was?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] It was sent on [PII], and it informed them that it was gonna be terminated [PII].
[CUSTOMER][NEUTRAL] And can you also tell me when [PII] uh.
[CUSTOMER][NEGATIVE] went off the policy.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] It looks like [PII] terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty well have been at least, you know, [PII], it took him a year to, to, to.
[AGENT][NEUTRAL] Yes, I have, I have a feeling we probably created a um exception for [PII] and then when they they weren't able to have any more employees enrolled um then we had to terminate.
[CUSTOMER][NEUTRAL] Sure, sure, a year and a half later, that's all that's fair.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, all right, well thank you, ma'am. You've been a lot of help.
[AGENT][POSITIVE] Of course, of course, [PII]. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.