AccountId: 011433970860
ContactId: e61d59cc-1b9f-4343-a1ab-89ae24b8fb80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 505380 ms
Total Talk Time (AGENT): 245147 ms
Total Talk Time (CUSTOMER): 155531 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e61d59cc-1b9f-4343-a1ab-89ae24b8fb80_20250106T19:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi Ms [PII], happy new [PII].
[AGENT][POSITIVE] Happy New [PII]. Hey, [PII].
[CUSTOMER][NEUTRAL] Hey, what's going on?
[AGENT][POSITIVE] Uh, no, just working, girl. You know it. That's right.
[CUSTOMER][NEGATIVE] No honey just working.
[CUSTOMER][NEUTRAL] So I have um Ms. [PII]. Her policy number is 226.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] 554 2.
[CUSTOMER][NEUTRAL] And she received the port letter for two of our policies.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The other policy number is 2265548. She wants to talk about that.
[AGENT][NEUTRAL] About that one. OK, hold on, let me get.
[CUSTOMER][NEUTRAL] Yeah, I think there's 2, yeah, 2 of them.
[AGENT][NEUTRAL] Let me get her pulled up. OK. Got her. All right. And you can get her transferred over to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, thanks, [PII]. Here she comes. Uh-huh. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Hey, Ms. [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing well thank you how are you?
[AGENT][NEUTRAL] I'm doing good, thank you. Um, my name is [PII] in customer service. Um, [PII], um, told me that you received some port letters in the mail on a couple of your policies, and you wanted to talk about something that you, one of the policies that you didn't receive a port letter on?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, um, well, I received the support letter for two of them.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Uh-huh. Uh-huh.
[CUSTOMER][NEUTRAL] Um, for critical illness and the cancer.
[AGENT][NEUTRAL] Uh-huh. Critical illness and cancer.
[CUSTOMER][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] Yeah, which is fine, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um I was so I thought that I, when I canceled my 5 star that that was all included, but I guess not. So this is a separate from the 5 star, that makes sense?
[AGENT][NEUTRAL] OK, um, yes, this was with, um, APL American Public Life.
[AGENT][NEUTRAL] Um, 5 Star is a different insurance company than we are. Mhm.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Because we, this is how I got 25 stars, um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, so.
[CUSTOMER][NEUTRAL] If that what would be the um is it the same monthly as before?
[AGENT][NEUTRAL] OK, yes ma'am, I can help you with that. um, yes ma'am, the premiums do not change, um, they stay the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, um, and then let me, let me, OK, so, and then, um, with the.
[CUSTOMER][NEUTRAL] With the cancer one, what um
[CUSTOMER][NEUTRAL] Where would I be able to find information on that? Because all I have is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, OK, yes, ma'am. So you're needing to look at a certificate or a policy to see what kind of coverage it is? OK, um, well, you would, you would be able to look online, um, but your policies are not active right now, so it's not gonna let you, um, view the policy online. You can't make an account with a lapse policy, um, but now.
[CUSTOMER][NEUTRAL] Cancer and that's it.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I can um let you speak to somebody that can give you the benefits and what all it covers for right now if you want to do that.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, so it, it lasts from July, right? That's what.
[AGENT][NEUTRAL] Uh-huh. Well, it, it, it has a lapsed date of [PII], but you're only, I'm only showing you pay to [PII], um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But they have a future somebody put up one of our colleagues put a future billing I mean laps date as in as [PII] um not sure why they didn't pay you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Higher, so.
[AGENT][NEUTRAL] For, um, yeah, um, they didn't pay for July, the group, uh, well, we didn't get the money, the premium for July and August, but, um, so it would be really truly lapsed [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I would have to pay by August, September and all that?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] Or do I
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] No, I said OK um.
[AGENT][NEUTRAL] No, I think. Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I, I don't know if I wanna do that, um.
[CUSTOMER][NEUTRAL] Can we do it with a lapse in coverage?
[AGENT][NEUTRAL] Um, that would be considered like a reinstatement, um.
[AGENT][POSITIVE] Let me see if you can do that real quick. Hold on just a moment, that is a great question.
[AGENT][NEUTRAL] Um, hold on just a moment. I'm gonna put you on a slight hold so I can find out, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you so much. Hold on.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for holding. Um, I just found out that um, Union Bank and Trust, this was a trust that your policies was under they're no longer with us. The trust is not, so therefore you can't keep your policies with us. Um, I can give you, um, over to ERB who is employee retention benefits and they can help you with other coverage or questions that you may have about your your your cancellation. I'm sorry about that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, no, no, that's OK. That's, um, then, then, I'm just gonna disregard them, um.
[AGENT][POSITIVE] Great
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, no problem. Do you don't wanna talk with them? You, you want their number just in case, or? OK, alright, now.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Well, I have their numbers. They're really difficult to get through and.
[AGENT][POSITIVE] I'm sorry, yes ma'am. I apologize. Now they do have an email address if you would like to email them as, you know, instead of calling them I can give you that.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEGATIVE] It's just bad. I've done it because I had issues with.
[AGENT][NEUTRAL] Oh, OK. I'm sorry. OK.
[CUSTOMER][NEUTRAL] Yeah, thank you so. No, no, that's OK. I just wasn't sure what to do with the with this um the.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, APL, uh, notification, um, port coverage. So, but since they're no longer.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Around then we we're we're OK I guess.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, alright, well, is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, thank you. Uh, this was on my list to do. I've done it.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] OK. Well, you got it, you can check it off now, it's done.
[AGENT][POSITIVE] Well, you have a happy New Year. Thanks for calling APO, Ms. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, have a good one.
[AGENT][NEUTRAL] You