AccountId: 011433970860
ContactId: e8f5ce69-1fcc-4c83-bab1-85282ecc8b32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504309 ms
Total Talk Time (AGENT): 272559 ms
Total Talk Time (CUSTOMER): 126680 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/e8f5ce69-1fcc-4c83-bab1-85282ecc8b32_20250113T19:03_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I, I just emailed.
[CUSTOMER][NEUTRAL] Some paper pictures of paperwork.
[CUSTOMER][NEUTRAL] To the care team.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Email
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, the first one, I took the wrong pic put the wrong pictures.
[CUSTOMER][NEUTRAL] And the second one I corrected it.
[CUSTOMER][NEUTRAL] So that's 11 issue I just wanna make sure.
[CUSTOMER][NEUTRAL] But they got the 2nd email.
[AGENT][NEUTRAL] OK, yeah, absolutely. Um, do you, do you mind if I get like your name and your policy number and I can verify that we received that second email?
[CUSTOMER][NEUTRAL] Well, that's the second issue. I got, I went online. I, they, they said they received it.
[CUSTOMER][NEUTRAL] And then I, they told me to go online.
[CUSTOMER][NEUTRAL] And to, to sign up.
[CUSTOMER][NEUTRAL] And then I tried to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And it says no user was found with the information that was entered, please try again or call customer service.
[AGENT][POSITIVE] OK, yeah, um, I'd love to help you get that online portal set up as well, um, so.
[AGENT][NEUTRAL] As far as
[AGENT][NEUTRAL] The email goes, I guess I would need to get your policy number to get started. Do you have that handy or can I look it up for you?
[CUSTOMER][NEUTRAL] You can look it up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can search it with your social if you'd like.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect and your name, my friend?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And can you verify for me your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. And can you verify for me your mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Awesome, and can you also verify just two more things, the phone number and email on file.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And the email should be [PII].
[AGENT][NEUTRAL] Um, it looks like it might have been a professional email.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Perfect, thank you so much. And [PII], hang tight while I look into this, um, what do you know what policy you're wanting to look at today?
[AGENT][NEUTRAL] Or what policy it was sent in for?
[AGENT][NEUTRAL] It looks like you had a disability, an accident, a critical illness.
[CUSTOMER][NEUTRAL] What just my policy that
[CUSTOMER][NEUTRAL] Well, this was for disability, these two checks.
[AGENT][NEUTRAL] OK, OK, so let me look at those for you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right, so the reason we can't get you logged in online is because the policy is no longer active, um, and so unfortunately our online portal is only available for, um, currently active policies, so I'm willing to bet that's why that didn't work when you went in there. I'm really sorry it's just part of that email that auto sends out whenever we receive an email.
[AGENT][NEUTRAL] Um, it will have that information on there.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] How is the policy not active? I haven't changed anything.
[AGENT][NEUTRAL] Um, yes, so the group.
[CUSTOMER][NEUTRAL] You, you guys, you guys changed something.
[AGENT][NEGATIVE] The group switched to a new carrier, they switched to a new insurance, they switched to Fidelity, um, and so it because the your group dropped our insurance and went to someone else, the policies terminated with us.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So what about these two checks? How am I gonna get them?
[AGENT][POSITIVE] As long as it was uh in the time that you were active with us we still take care of you.
[CUSTOMER][NEUTRAL] So they didn't roll me over or anything to the new carrier?
[AGENT][NEUTRAL] Well, I can't see any information with your new carrier because we're not that company you would have to call Fidelity about that but um.
[AGENT][NEUTRAL] I do receive, I see we did receive one of your emails sent in at [PII] today um.
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] So this is different so it looks like you got a notification that you had some a check sent to you but it was not cashed is that what's happening?
[CUSTOMER][NEUTRAL] There's 2 checks.
[AGENT][NEUTRAL] 2 checks.
[AGENT][POSITIVE] OK, yeah, I am seeing that so it's we're not gonna like, we're gonna honor we're gonna honor what went out to you um even if your policy is no longer active, we're still gonna take care of you because these checks were during the time that.
[AGENT][NEUTRAL] You wore.
[AGENT][NEUTRAL] Um, you were covered under us, you know what I mean?
[CUSTOMER][NEUTRAL] Yeah, cause on [PII] of this year.
[CUSTOMER][NEUTRAL] It says APFA insurance ID blah blah blah $72.39 were taken out of my account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] So is
[CUSTOMER][NEUTRAL] Isn't that you?
[AGENT][NEUTRAL] No, your company switched to Fidelity as their insurance carrier, um, so they're no longer with us they looks like they left us at the.
[AGENT][NEUTRAL] End of August last year and switched to Fidelity, um.
[AGENT][NEUTRAL] Insurance, but that doesn't change the fact that we will still take care of you on the letters we sent out, um, that doesn't change anything. You just can't place any new claims with us, um, after the date that your coverage ended and your company switched to the new carrier, um.
[CUSTOMER][NEUTRAL] Well these checks were dated.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] But that's OK so I do see that we received that email for you.
[AGENT][NEUTRAL] Um, yes, sir, and then so what they'll do is the email team will go ahead and send out where it needs to go and they'll work on reissuing you checks, OK?
[CUSTOMER][NEUTRAL] Do you by any chance know the number to the new insurance carrier?
[AGENT][NEUTRAL] Actually, I do think I have it. Hang tight, let me pull that up.
[AGENT][NEUTRAL] Um, yes, so the number I have for Fidelity, um, and let me know when you have a pen and paper and I can give that to you.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Yep, I have 833.
[AGENT][NEUTRAL] 228-5034
[CUSTOMER][POSITIVE] Alright, I will give them a call.
[AGENT][POSITIVE] Alright perfect and if there's anything else we can help you with um just give us a call, let us know but yes we do have your paperwork sent to our email and we will get it processed to moving for you.
[CUSTOMER][NEUTRAL] How long do you think before I get my checks?
[AGENT][NEUTRAL] Um, I think the turnaround time is 7 to 10 business days on average.
[AGENT][NEUTRAL] Um, so I'm hoping they get sent right back out to you by middle to end of next week.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][POSITIVE] Yeah my pleasure um thank you for giving us a call and feel free to call in and check on us if um if you want to towards the middle or start of next week, next week, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure you take care thank you for calling APL.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Bye bye.