AccountId: 011433970860
ContactId: eeaee07d-9618-40bb-b4ef-c0f9d739ebce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 894520 ms
Total Talk Time (AGENT): 400378 ms
Total Talk Time (CUSTOMER): 272662 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/eeaee07d-9618-40bb-b4ef-c0f9d739ebce_20250311T19:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes my name is [PII]. I, I need to know what kind of is this life insurance?
[AGENT][NEUTRAL] Um, we do offer life insurance. We offer, um, like cancer policies, medical policies as well, several different types.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I pay $44.90 a month.
[CUSTOMER][NEUTRAL] I'm just trying to clarify what I'm paying for.
[AGENT][NEUTRAL] OK, well, I can let you know what your coverage is and what the policy is. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Uh, my number is [PII].
[AGENT][NEUTRAL] Thank you for that. And Ms. [PII], do you have your ID card like with your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, um, I can also search the policy with the, um,
[AGENT][NEUTRAL] With your social if you like.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just waiting for everything to come up here. OK, and middle initial is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh, address is [PII].
[CUSTOMER][NEUTRAL] Uh, email is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So all the claims that you or policies you've had with us are cancer policies. Um, the very first policy you had with us was in [PII]. Um, the last policy you had with us was effective from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But uh none of the policies are active at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, why am I still paying $44.90?
[AGENT][NEUTRAL] I'm not sure what that amount is for, ma'am. That's not how much your premium was here, so it may be for another type of insurance.
[AGENT][NEUTRAL] The most your premium was with APL was $38.30 but we have
[CUSTOMER][NEUTRAL] Well it's coming from.
[CUSTOMER][NEUTRAL] OK, but it is, it's listed as APL and it's 4490.
[CUSTOMER][NEUTRAL] It just came out, uh.
[CUSTOMER][NEUTRAL] On the [PII]
[AGENT][NEUTRAL] OK, I can reach out to someone in the customer service department because we haven't billed anything to you since [PII]. So, uh,
[CUSTOMER][NEUTRAL] And that
[AGENT][NEUTRAL] I can see if maybe customer service can see if there was some type of, uh, if there's another way to make a payment, take a payment out because it would be on your ledger here. Um, let me see if this is the most recent policy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, that's the only other.
[CUSTOMER][NEUTRAL] OK, because it's been coming out every month.
[AGENT][NEUTRAL] OK, I can check with customer service. That's all I could do. I can confirm the account that we have here and see if that's the account that is coming out of, but we haven't.
[AGENT][NEUTRAL] The the the policy is lapsed on our end, we someone will have to physically go in there and take a payment out. And you were on payroll deduction, so it would be from your employer.
[CUSTOMER][NEUTRAL] OK. Well, I
[CUSTOMER][NEGATIVE] Well, I can't imagine them taking it out for anything. It comes out as American public as APL.
[AGENT][NEUTRAL] Right, but what I'm
[CUSTOMER][NEUTRAL] So I need to find out where.
[AGENT][NEUTRAL] What I'm saying is your policy was, all of your policies were on payroll deduction. So we, APL did not ever physically take something out of your account. Your job through payroll deduction took it out and then they paid us. So maybe they coded APL because that's your payment for your benefits, but APL did not take a payment out. It's through payroll deduction from your job.
[CUSTOMER][NEGATIVE] OK, I have 7 payments I need to find out where that money went to because it's coming out of my account.
[CUSTOMER][NEUTRAL] So I don't, who I, I need to talk to somebody and find out what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the last, the last um employer on
[AGENT][NEUTRAL] The policy that you last had with us that termed in [PII] was Headsmith Center.
[CUSTOMER][NEUTRAL] Right, because I retired.
[AGENT][NEUTRAL] OK, so you might want to, that's where you need to start because APL does not take your payments out, your job does, so you need to let them know that the payroll deduction has not stopped.
[CUSTOMER][NEGATIVE] It's not payroll, it's coming out of my checking account.
[AGENT][NEUTRAL] OK, let me see if I can get a member of customer service for you. What I, what I'm trying to explain to you is how you were set up in our system was on payroll deduction. So anything outside of that, we didn't have, we don't have anything to do with that. We, we have never taken a payment from you.
[CUSTOMER][NEUTRAL] OK, well, somebody is because they've taken all these $44.90.
[AGENT][NEUTRAL] OK, so I'll just get a member of customer service and see if um they can explain it or assist you further, and then you'll probably have to reach out to your employer because that's who takes the deductions.
[CUSTOMER][NEGATIVE] I don't understand I don't get a paycheck from my employer anymore.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Exactly. So when you retired, it should have stopped and it didn't.
[AGENT][NEUTRAL] AP
[CUSTOMER][NEGATIVE] Right, but they didn't have, they didn't have access to my checking account.
[CUSTOMER][NEUTRAL] If it had been coming out of my check I could see that but it's coming out of my.
[AGENT][NEUTRAL] Checking account.
[CUSTOMER][NEUTRAL] My checking account, yes.
[AGENT][NEUTRAL] So I'm gonna, so I'm gonna check, that's why I'm gonna check with customer service just to, you know, I just want to cross all the bases. So I'm gonna check with customer service to see if there's something on there and they can check and see where the 40 where the 4490 is coming from.
[CUSTOMER][NEUTRAL] Would it
[CUSTOMER][NEUTRAL] Could it be possible that my husband has one there?
[AGENT][NEUTRAL] Oh, now that could be.
[CUSTOMER][NEUTRAL] The reason it's coming out of our account?
[AGENT][NEUTRAL] Would he, would it be like a different policy, like, would he have his own policy? I can, that may be.
[CUSTOMER][NEUTRAL] I would
[CUSTOMER][NEUTRAL] I would probably, yeah, I think that it might be his own policy.
[AGENT][POSITIVE] OK, I can check for you. I mean, depending on if you're on it, I can try to use my words creatively, but I can check for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what's his first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what's his middle initial? Does he have one?
[CUSTOMER][NEUTRAL] [PII] Yes, [PII]
[AGENT][NEUTRAL] See. OK.
[AGENT][NEUTRAL] I'm kind of taking this time here. I apologize. Hold on one moment.
[CUSTOMER][NEUTRAL] That's OK. OK.
[AGENT][NEUTRAL] OK, so it's quite a few [PII]. Do you, um, happen to have, oh, wait a minute, there goes two C's right there. Hold on. As soon as I said it, it popped up, sorry.
[CUSTOMER][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] OK, let me see if this is I'm gonna pull up the policy and then um see if the date of birth matches. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have his date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm mm, let me try the other one.
[AGENT][NEUTRAL] Nope. OK. So let me reach out to customer service and see if there's something, you know, they they have customer service handles the premiums and all of that. So maybe there's a way they can search to see if they can come up with where this 4490 is coming from.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, before I get a customer service rep for you, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL and hold on one moment while I get a representative for you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][POSITIVE] I'm doing good. This is [PII] from the care team.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey [PII] from the care team, what you doing? I didn't recognize you. I thought, is this [PII]? Y'all sound kind of alike. Y'all sound kind of alike. And, and now you don't. Now you sound like [PII].
[AGENT][NEUTRAL] Really?
[AGENT][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] At first you thought it sound like [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I need some help. So, I have a, um, let me give you one of her policy numbers.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, the last one is 767,190.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh. 767. OK, let me look that up real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 77.
[CUSTOMER][NEUTRAL] 190 for [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She hasn't been active since since [PII], but she's saying that she's getting these um bank drafts that are $44.90 taken out and it says APL on it.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEGATIVE] But I don't even see anything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, she, mhm, um, let me look at something I don't see that she's on a bank draft. I see that she's on that she was on a mode one. I don't see anything right offhand, but hold on just a minute, [PII].
[AGENT][NEUTRAL] Anything.
[AGENT][NEUTRAL] Oh, because that's exactly what I said. Let me see what you say.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Yeah, I, I did see UINQ and then I see that everything that she ever had was on payroll, but she could have been paying for somebody else's policy or something.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, like, you know, sometimes I remember those Huds Center employees, um, I don't know if, if she's done it before, but I know some of them.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Had taken out policies on their grandkids for some life policies and stuff one time, um, but you know, it could be something like that. I'm not sure.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Um, but let's see, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Are you trying to transfer her to me or what?
[AGENT][NEUTRAL] Mhm. I just want to know, well, maybe if it's something I can explain, she wants to know where it's coming from. I have no idea.
[CUSTOMER][NEUTRAL] Are you just you are.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK, um, I can talk to her but um yeah I can see if, see what I can find.
[CUSTOMER][NEUTRAL] Um, what's her callback number?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well, I will talk to her. Thank you and have a good afternoon, honey.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, you too. Hold on one moment.
[CUSTOMER][NEUTRAL] OK alright bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi