AccountId: 011433970860
ContactId: f37b9ec0-ad52-41ad-9807-feee9512b9db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 851919 ms
Total Talk Time (AGENT): 259353 ms
Total Talk Time (CUSTOMER): 264804 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/f37b9ec0-ad52-41ad-9807-feee9512b9db_20250313T13:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] My name is [PII] and I was with a employee group insurance with y'all, but they cancel it, so it's all I guess it'll be on us because I received some letters in the mail.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But my question is, they are the, those things that they, they send in the mail, are those bills because there are amounts on them.
[AGENT][NEUTRAL] Um, if it says explanation of benefits or EOB, no, that's not a bill. I should say in the bottom of that it's not a bill. Um, I can check and see what are they sending you if you provide me with the policy number on the file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't have it with me. I'm at work. I didn't bring that letter with me.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I don't know if I could find
[AGENT][NEUTRAL] Yeah, because it it can be the um if you are self pay, it's either gonna be your premium payment letter for your payment or it's gonna be an explanation of benefits if we have processed a claim, so it really depends what exactly we're trying to get.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now I know there's some claims that I do need to process, but I haven't took the time to do do it, but I guess I will have to go over it to see if I'll be able to afford the premiums since it's gonna be on me, so I just need to call back when I'm ready for to do that.
[AGENT][NEUTRAL] OK, I can try to find you with the name. Um, may I have the spelling of your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and may I have the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and let me have a callback number just in case we get disconnected now.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. Thank you. One moment, let me.
[AGENT][NEUTRAL] Let me see if I can find your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. Mailing address is [PII].
[CUSTOMER][NEUTRAL] Can I pay something before I have to answer this. I'm sorry. OK, thanks.
[AGENT][NEUTRAL] Yes, go ahead, go ahead.
[CUSTOMER][POSITIVE] I am so sorry.
[AGENT][NEUTRAL] It's OK, no problem. And I'm just checking to see if we have sent any explanation of benefits or if it's the letter.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of the bill.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It doesn't look like it was an explanation of benefits for a claim. So let me go.
[AGENT][NEUTRAL] Other documents let's see.
[CUSTOMER][NEUTRAL] Oh yeah, you're.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that's the policy.
[CUSTOMER][NEUTRAL] I put one from over here, but it, you, did you get the little small ones for like the bathroom?
[CUSTOMER][NEUTRAL] OK, we need 12 of them back here, the small gap, the little small ones.
[CUSTOMER][NEUTRAL] And I just uh took the ones that we had and put it so they don't need one lot of coffee yet.
[CUSTOMER][POSITIVE] Yeah, that'll work.
[CUSTOMER][NEUTRAL] [PII] went to the Office Depot to get work on those uh. Thank you, [PII].
[AGENT][NEUTRAL] OK, yeah, it looks like what you receive is the um continuation letter if you want to continue with your policy and then um it has an amount of how much you have to pay if you want to keep all the policies, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't have a copy here. So let me go ahead and get customer service on the line and see exactly how much um it's gonna be or which ones are, it's the one that you're.
[CUSTOMER][NEUTRAL] Now, one of them, for example, I think was like $190. Is that a month?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you, would you know?
[AGENT][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Um, let me add this. Let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't see one for 190 unless they have it like quarterly or something like that. Let me check with them and see because yeah I don't see a copy of what they send, so let me make sure of what they send if it was like monthly, quarterly, or how it was. OK, so bear with me just a second, let me get them on the line. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII]. How are you? Good morning. This is [PII].
[CUSTOMER][POSITIVE] I'm, I'm good, so. How are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a, a member on the line that she said she received a letter. I guess it was a portability letter and because I don't see anything else and I don't see the image of that letter, and she's asking about the amount, but she don't have the letter with hers. She's just trying to remember what she saw on that letter.
[CUSTOMER][POSITIVE] Oh great.
[AGENT][NEUTRAL] She said something about $190. I don't see anything, so I don't know what she's talking about.
[CUSTOMER][NEUTRAL] Yeah, I don't think they're they're, I don't think they're imaging the, the letters like they're supposed to be.
[AGENT][NEGATIVE] They're not, yeah, because I didn't see anything. I pulled the whole you know, the document thing here that they have now in the system. It was not there. It was just a certificate, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] OK, so I'm just gonna give you one of them which um is gonna be the 2579656.
[CUSTOMER][NEUTRAL] 57.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I put the wrong number in.
[CUSTOMER][NEUTRAL] 2579656.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] This is on group.
[AGENT][NEUTRAL] She said that, that they, the group was not doing business with us no more, and she got a letter for her premium. She was gonna keep her policy.
[CUSTOMER][NEUTRAL] Why would
[CUSTOMER][NEUTRAL] Can that policy be kept?
[AGENT][NEUTRAL] I have no idea. I, I just.
[CUSTOMER][NEUTRAL] I don't, I'm gonna have to look that up. I don't think I can.
[AGENT][NEUTRAL] Yeah, that's why I was like that, yeah, that's why I was looking for that letter because I'm like, well, if it's a portability letter I should be able to see it but I didn't see anything.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like I said, they're not, they're not imaging the letters. I don't know.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] We've we've reported it and everything but I don't.
[CUSTOMER][NEGATIVE] Yeah and there's no notes or anything on anybody even sending anything.
[AGENT][NEUTRAL] Mm. No.
[AGENT][NEUTRAL] Mm. There's nothing.
[AGENT][NEUTRAL] That's why I was like, hmm, um, I'm, yeah, and I see no claims, so I know it was not a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then she's saying $190 and when I added all the, you know, premiums, it's just $140 so I'm like, I have no idea what she's really talking about.
[CUSTOMER][NEUTRAL] Oh OK, now I'm pulling up the policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, I honestly don't think this one.
[CUSTOMER][POSITIVE] Can be kept.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] termination of coverage.
[CUSTOMER][NEGATIVE] It's not portable, I don't think.
[AGENT][NEUTRAL] Mm, I, I have no idea what she's talking about about the 190.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, I just wanna make sure before you transfer.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Yeah, she probably needs to call back when she, she's in front of the letter so she can give us a little more information about that letter.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the date she, it ends the date she no longer qualifies as an insured. OK, I'm ready.
[AGENT][NEUTRAL] OK, here she comes and I fully verify her the callback number is in the system, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for holding and being patient for you Ms. [PII]. I got Miss um [PII] on the line. She's gonna assist you with the information, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, good morning, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good how are you? I'm fine um thank you and how, how can I help you with this policies?
[CUSTOMER][NEUTRAL] Um, I received them, I guess, uh, I had it under my, uh.
[CUSTOMER][NEGATIVE] They canceled it
[CUSTOMER][NEUTRAL] I guess it's gonna be
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] Pay for and I received I think it's 3 of them but they all had different.
[CUSTOMER][NEUTRAL] I'm not for sure if the, those amounts were a month.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] How, how they, how the premiums are.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I'm showing that these policies are still active um and with on on the group billing um. Because on here, OK, we unless they going, OK.
[CUSTOMER][NEUTRAL] It says many of you have received.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] I'm sorry, but you're cutting, you're cutting out. I'm sorry.
[CUSTOMER][NEUTRAL] Can you hear me now?
[CUSTOMER][NEUTRAL] Uh, right now, yes, yes, mhm. I said we terminated our agreement with Transamerica on [PII] and now we're with.
[CUSTOMER][NEUTRAL] OK so they just with a different couple different company. Yes ma'am um they must have changed from Trans America to us um because uh your policies are are.