AccountId: 011433970860
ContactId: f02dfc6b-6b0a-4f86-a47a-bb4dc00daf61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 874719 ms
Total Talk Time (AGENT): 306897 ms
Total Talk Time (CUSTOMER): 225615 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/f02dfc6b-6b0a-4f86-a47a-bb4dc00daf61_20250213T22:11_UTC.wav
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[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I want to see if you could look up my policy to see if it's still current.
[AGENT][POSITIVE] OK, well, I can definitely take a look at your policy for you and look for the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Yeah, 02272880.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] And this is still American Public Life, is that correct or?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And I have it here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And my email address on file should be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policies are no longer active. Um, your policies were effective from
[AGENT][NEUTRAL] Um, well,
[AGENT][NEUTRAL] The last policy was effective from [PII]. Before that, it was [PII].
[CUSTOMER][NEUTRAL] Are you sure my policy was not, was canceled as of [PII]?
[AGENT][NEUTRAL] So you had, uh, OK, so you have two short-term disability policies. So your first policy, your first disability policy was 2,272,880.
[AGENT][NEUTRAL] That one was active from [PII].
[CUSTOMER][NEUTRAL] Two, OK, 2 on [PII]. OK.
[AGENT][NEUTRAL] Then you have 23074008, which is your critical illness policy.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, can you repeat that number? Can you repeat that number again? 230.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 7408.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that um that's your critical illness policy.
[AGENT][NEUTRAL] And it was effective from [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And then the
[CUSTOMER][NEUTRAL] OK, so you show both of those go ahead, go ahead.
[AGENT][NEUTRAL] And then the last um short-term disability policy is 2,509,210.
[AGENT][NEUTRAL] And that was effective from [PII].
[CUSTOMER][NEUTRAL] To [PII], so that the so that the another disability policy was only effective from [PII].
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] OK, and do you show why it was only until [PII]?
[AGENT][NEUTRAL] Yes, well, all of the um policies we to either create or terminate them, we have to receive it in writing from the employer. Let me see what happened here. Hold on one second.
[CUSTOMER][NEUTRAL] Because I'm because this is becoming a big quagmire. I remember that APL.
[CUSTOMER][NEUTRAL] Was the initial carrier and then I was being contacted by my agent saying it's being transferred there's gonna be some changes stand by stand by so I continue to pay.
[CUSTOMER][NEUTRAL] And then I don't know when those changes made effective maybe that was the [PII].
[CUSTOMER][NEUTRAL] So I'm just trying to find out then who has my policy what's my policy number because I've been paying.
[CUSTOMER][NEGATIVE] Since last year July, it's not like my payments dropped off. I'm still paying somebody.
[AGENT][NEUTRAL] So the easiest thing to do, because let me check on this side, hold on one second.
[CUSTOMER][POSITIVE] I appreciate it thank you.
[AGENT][NEUTRAL] And just, you're welcome. And just for the call, all the information provided is a verification of benefits, not a guarantee of payment. Um, so it looks like
[AGENT][NEUTRAL] Yeah, the policy terminated on [PII]. So we haven't received, we haven't received any payments. So, um, I'm going between the ledger and the notes. Hold on one second.
[CUSTOMER][NEUTRAL] So are you guys associated with employee retention benefits or are they perhaps my agent carrier that was using you as the parent company?
[AGENT][NEUTRAL] So, Union Bank and Trust was, um, is the, is the employer. They have ERB or employee retention, that's kind of like a third party that helps their employees file claims, make changes on their policy, and then they send it over to us in writing, whatever those changes are. So, um, yeah.
[CUSTOMER][NEUTRAL] So they're not directly associated with you guys they're their own entity?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Right, and it's more so with the employer.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, and so they're the ones that actually if they're if I still see that I've had money being deducted out of my check, who's it been going to if it has been going to you, it's going to an employee employee retention benefits.
[AGENT][NEUTRAL] No, so I would go, I would contact your HR department.
[AGENT][NEUTRAL] I wouldn't go to employee retention benefits. I will, I will contact your HR department and ask them who has your um policies for your insurance and they'll be able to let you know who you currently have and should have contact information from them because they have your elections, you know, everything that you elected to have. So they'll be able to let you know who, you know, you have your insurance due. They have that on file there.
[CUSTOMER][NEUTRAL] OK, so if I, if I do you know what a PRD number is?
[AGENT][NEUTRAL] Yes, that's your product number. Um, product is just
[CUSTOMER][NEUTRAL] Because it's like, yeah, because I have the last letter I got from you guys.
[CUSTOMER][NEUTRAL] I had you guys would give me a check.
[CUSTOMER][NEUTRAL] For $270 it says represent a refund on the overpayment of premium received the above reference policy.
[CUSTOMER][NEUTRAL] Can I give you that PRD number and you could actually tell me that what that money was from or for or was I going back to all these kind of series of months back in the middle of summer of last year?
[AGENT][NEUTRAL] It was a total of $285.60.
[CUSTOMER][NEUTRAL] 278 and 46.
[AGENT][NEUTRAL] 27846.
[CUSTOMER][NEUTRAL] Yeah, $278.46.
[CUSTOMER][NEGATIVE] Because I tried contacting the number whose name was on there a [PII] Cos customer service with her extension, but when I tried calling them, it didn't want to route to her extension I guess.
[AGENT][NEUTRAL] Yeah, I'm not even sure um if she's still here with us, but I still see the notes here. So, yes, that was a refund for overpayment for policy overpayment. So there was
[CUSTOMER][NEUTRAL] So that's where I keep.
[AGENT][NEUTRAL] A payment of
[AGENT][NEUTRAL] Let me see how many.
[AGENT][NEUTRAL] Looks like it's $142.
[AGENT][NEUTRAL] Yeah, so the payroll deduction was deducted. So when they do payroll deduction, they take it out of your payroll, they being your employer takes it out of your payroll and then they pay us. So, the payment was sent to us, so we sent it back because the policy was not active.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, and do you show what that period was from that refund, like what, what time period was that refund representing because that's just an odd number and I'm trying to get, it's like I'm doing forensic I can't go back to last year to figure out what's going on and where the money's been going.
[CUSTOMER][NEGATIVE] Because my deductions have been clocking up exactly the same and I thought I had canceled it when you're even confirming that.
[CUSTOMER][NEUTRAL] It's either not active with you guys or was purchased by somebody else but.
[CUSTOMER][NEGATIVE] I don't have any damn information.
[AGENT][NEUTRAL] And all I see in the notes are refund for policy overpayment. Let me see if I can reach out to this examiner. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] I mean, you're welcome.
[AGENT][NEUTRAL] And Mr. [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I do have Bree um Coots on the line, the representative that sent the letter um that you've been trying to reach, uh, well, she's not on the line now. I'm getting ready to call her. Before I transfer you over, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, OK, so she'll be able to just break down exactly what that refund was representing or what timeline.
[AGENT][NEUTRAL] Yeah, she told me it's a refund from your initial, that first um disability policy, but she's going to um break it down more for you.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Hold on one moment for your transfer.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII].
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. Did you need anything from me before I transfer him?
[CUSTOMER][NEUTRAL] Uh, no, no, that's fine.
[AGENT][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, Mr. [PII], this is [PII] in the billing department. How are you?