AccountId: 011433970860
ContactId: 08cdc799-db38-43b9-ad6c-beb15e77c332
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 807200 ms
Total Talk Time (AGENT): 283929 ms
Total Talk Time (CUSTOMER): 342525 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/08cdc799-db38-43b9-ad6c-beb15e77c332_20250421T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and um I have a question about the portability of my cancer plan with uh Region 7 Education Service Center. I'm retiring at the end of this month. So I was hoping you could help me. Just a quick question. Do you need to look me up with the social or name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, um, I can use the social or if we have the policy number available, we can use that.
[CUSTOMER][NEUTRAL] Address
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Let me just give you the social it's [PII].
[AGENT][NEUTRAL] Alright, and let me just a second while the system tries to run it through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Miss [PII], I was able to find your policy and just for verification steps, can you tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] Yes, [PII] and my address is [PII].
[AGENT][POSITIVE] Thank you very much. And let's see.
[AGENT][NEUTRAL] And allow me just a second while I look up um the policy and the portability terms for it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said you are retiring at the end of the month. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, I'm looking through the um information here and.
[AGENT][NEUTRAL] For portability, um, we, we can go ahead and send the paperwork for it, um, which will pretty much request information about what you prefer you would like to pay us back. Um, it can be monthly.
[AGENT][NEUTRAL] Monthly, semiannually, annually, and um I think we have quarterly payments. Um, currently we show the coverage for you and your spouse, and that is the $46.10 a month. Um, I can go ahead and work on that, um, portability letter so you can receive it and you can send it to us as soon as you can.
[CUSTOMER][NEUTRAL] So here's my question. My main question was, because I think I already have the um
[CUSTOMER][NEUTRAL] The portability writer, which is like a 1.5 page letter and then it's got a portability election form attached. I don't know where I got that. I think uh from our group, um, you know, benefits hub.
[CUSTOMER][NEUTRAL] Uh, [PII] and [PII], so the group benefits hub. So I've got that information. My question has to do with, um, plan one and plan two. Obviously, I think I have plan 2, not sure why I selected that when I did, um, I'm sure that's the better plan. But that was obviously, you know,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Partially paid for with my employer contributions so as we're looking at costs and and you know trying to make sure we um keep coverages but you know everything needs to be on a downsized budget um I was wondering if it can if I can port it to plan one I didn't know if that was even feasible.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Uh, unfortunately,
[AGENT][NEUTRAL] Benefit, um, coverage can be only changed at um renewal, um, so that is every time that you renew your policy each year, that is the chance for you, that's the opportunity for you to change that plan. I can look into when the um
[AGENT][NEUTRAL] When it went through, but if it already has passed, um, we, we won't be able to um downgrade the the the plan.
[CUSTOMER][NEUTRAL] OK, so I'm pretty sure that, I mean, I know that this group plan is on a September to August um plan year. So my guess is that as a retiree, if I continue, if I put the coverage, I would be on the same, you know, plan year. Um, and so, so if, you know, if, if that's the case, then, and, and we go for the, you know, we have to keep the same coverage level, which is the plan too.
[CUSTOMER][NEUTRAL] Then I think what you're saying is that, um, at the renewal, which would be sometime this summer,
[CUSTOMER][NEUTRAL] July August, um, I would have an opportunity then at that point to convert to plan one if that sounds right?
[AGENT][NEGATIVE] Unfortunately, no, because the policy won't be any more through the group. It will be directly um it will be, it will be directly coming from you. um so the plan should have changed last year during September renewal, which is the date we have here during that period of renewal, it should have been changed and you could have continued with that or changed to that plan one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so what you're saying is once it converts from a group plan.
[CUSTOMER][NEUTRAL] That first of all, I, I'd have to keep the same coverage that I currently have under the group plan and then once I convert that from a group plan to individual, then there's not an option to go back and forth between plans is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] No. Yes, that is correct. You can only change the coverage type just to cover yourself or um if there is any uh children under age, uh, let's see, [PII], it can be added um or your spouse that will be the only type of coverage where the um premiums can be changed, but otherwise, once it is ported with the group, we can change that.
[AGENT][NEUTRAL] When
[CUSTOMER][NEUTRAL] Oh, OK, so, so I would need to go forward with the form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the only change I could make would be if I decide to port the coverage and cover myself only and not my spouse. Correct?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK, OK, and does it sound like I have the right forms or do you wanna try to go ahead and email me something just to make sure, um.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know that I've got the current
[AGENT][NEUTRAL] Yes, does the portability form request for all the policy number, the type of coverage you would like to um keep in all of that information?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You're asking if it does, if the election form has that? Yes, it says, it, it asks for the group plan number, certificate number, so forth, um, election, premium information, how, how I want to have the premiums paid. Yes, all of that is on their signature. It's like a one-page form, yes. So I think, yeah, I think I've got that. Um.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, yes, then it is the correct form.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I can provide the policy certificate number.
[CUSTOMER][NEUTRAL] OK, do you
[CUSTOMER][NEUTRAL] Yes, let's do that. Just I'm pretty sure I've got, yes, I'm pretty sure, hang on, let me see if I've got.
[AGENT][NEUTRAL] Because that will be much needed. Mhm.
[CUSTOMER][POSITIVE] That handy. um
[CUSTOMER][NEUTRAL] But there's no need you giving it to me if I've already got it and I I just need to verify that. Give me one second, please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No, it's not where I thought it was, so yes, please go ahead and give me that information, um, the certificate number and the group number I guess is what I need.
[AGENT][POSITIVE] Sure, I can do that.
[AGENT][NEUTRAL] Alright, um, for the certificate number or policy number, that will be 25.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 33
[CUSTOMER][NEUTRAL] I'm sorry, you cut out.
[AGENT][NEUTRAL] 25
[AGENT][NEUTRAL] 33
[AGENT][NEUTRAL] 623.
[CUSTOMER][NEUTRAL] Is it 253-362-3?
[AGENT][NEUTRAL] Yes, that is correct. And for the group number? Mhm.
[CUSTOMER][NEUTRAL] OK, OK, and the group.
[AGENT][NEUTRAL] 25
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 997.
[CUSTOMER][NEUTRAL] 259-997
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And then 253-362-3. OK. um.
[CUSTOMER][POSITIVE] Sounds good. And
[CUSTOMER][NEUTRAL] The last question has to do with um
[CUSTOMER][NEUTRAL] I know that this plan has a, like a screening, you know, a cancer screening benefit, like typically, um, you know, my annual mammogram, there's a benefit there. So it is, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I know there's probably a uh you know that's an annual benefit so help me understand the terms, the time frame for like I need to submit my most recent mammogram. I think it was sometime this fall or winter which would be, you know, under the plan that I'm getting ready to end.
[CUSTOMER][NEUTRAL] And so then as long as that those mammograms are a year apart, then I would be OK with that same benefit under the portable plan, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, any, um, any of the
[AGENT][NEUTRAL] And whatever the plan benefits they cover right now, they will remain the same.
[AGENT][NEUTRAL] Um, nothing of that will change. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it will all remain the same.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] OK. That sounds good. Um, you have been super helpful. Thank you for your time and uh I will, yeah, I'll keep this. OK, the last question, so this form, um, what do I do with it when I've completed it?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, once you complete it, you can email it, fax it or mail it to us, whatever, um, whichever form you prefer I can provide all the information for all of those options.
[CUSTOMER][NEUTRAL] OK, so clearly the email would be the easiest um what is that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, that will be care team.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, the last part I got care team at ANAM.
[AGENT][NEUTRAL] No, AM it's just AM.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. OK, got it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, uh, I think that's all I need. Thanks for your help and have a good rest of the day.
[AGENT][POSITIVE] Thank you. You too. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye bye.