AccountId: 011433970860
ContactId: 09ff7d80-fac7-4850-a32f-0b54fc3aa197
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1017609 ms
Total Talk Time (AGENT): 427264 ms
Total Talk Time (CUSTOMER): 433311 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/09ff7d80-fac7-4850-a32f-0b54fc3aa197_20250127T17:35_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] Sweetie, I had told you a while back and I sent a form and y'all sent me duplicate forms, so I wanna make sure that y'all got the other form that's gonna, uh, take it out of my bank account, and they didn't have an area on it that says that that I could check to say I want it took out every 3 months, not every 6 or annually.
[AGENT][POSITIVE] OK, yeah, I'd love to take a look into that.
[CUSTOMER][NEUTRAL] And I need to get it set up for every 3 months.
[AGENT][NEUTRAL] Do you have um
[CUSTOMER][NEUTRAL] OK and my name is [PII].
[AGENT][POSITIVE] Oh perfect yes what's your name, my friend?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And do you have your policy number handy?
[CUSTOMER][NEUTRAL] No sweetie, I'm on the road, um.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Let me find it for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mailed it in y'all a form so y'all could take it out of my bank account right before the snow, so it should have got to y'all.
[AGENT][POSITIVE] Oh my gosh, that snow was kind of crazy, but yes, let's make sure we have it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I put 2 stamps on it to make sure it got $10.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, let's see, let's see. I'm just, and Ms. [PII], can you verify for me your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect and I'm just gonna verify some additional information and then I'll dig into those notes and see what I can find. Could you verify for me your mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Beautiful and then it looks like lastly there's just two more things. One is the phone number and the other is the email on file.
[CUSTOMER][NEUTRAL] Right, [PII] and [PII].
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] All right, let me take a look in here and see what I can find.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I sent a check with that too.
[CUSTOMER][NEUTRAL] No, not when you
[AGENT][NEUTRAL] All right, so I am looking here, my friend, and I am not seeing.
[AGENT][NEGATIVE] Unfortunately I'm not seeing.
[AGENT][NEGATIVE] That we received it yet.
[CUSTOMER][NEUTRAL] OK, I don't wanna lose that dental insurance, and I know I mailed it, so and I know there's a check in it. I think it's for $100 and something dollars. It was two payments to that insurance is what y'all said I owed.
[AGENT][NEUTRAL] 2 payments
[AGENT][NEUTRAL] OK, is there, um, do you remember what date you mailed it out on?
[CUSTOMER][NEUTRAL] Oh, I can check when I get to the house and call you back and give you that date.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] It was right before the snow and that.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I am fingers crossed that maybe it just needs a little more time getting.
[CUSTOMER][NEUTRAL] That's with the snow if you're in [PII], it probably so slows it down. We're just now starting to get our mail.
[AGENT][NEUTRAL] Yeah, so we're, um, all our offices are in are in [PII] now and so I know the same thing like my I.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I feel like my mail is running so slow like just personally, like on a human level, so, um, but I, I just chalked it up to the bad weather this time of year.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][POSITIVE] I definitely
[CUSTOMER][NEUTRAL] I just don't want it to lap.
[CUSTOMER][NEGATIVE] Collapsed and I know I sent a check with it.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] And I will, um, do you mind actually let me put you on just a quick hold. I'm gonna just reach out and find out what our grace period is so that way hopefully we can put some of your mind at ease, OK?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] with the care team, and I just had a super quick question I was hoping you could help me with real fast.
[CUSTOMER][NEUTRAL] OK, what you got?
[AGENT][NEUTRAL] Hey, so I have an insured on the line who mailed in her portability letter. It looks like her policy is paid through till [PII], and it's a dental policy. Um, we still haven't received her portability letter. It does have her check with payments on it, and she just wants to know what her grace period is. She's really worried if it comes in late that, um, that she's gonna miss the grace period and her policy is gonna turn.
[CUSTOMER][NEUTRAL] OK, uh, let me take a look. What's the policy number?
[AGENT][NEUTRAL] You betcha. It's 643-734.
[CUSTOMER][NEUTRAL] OK, hold on just a second.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] So her employer has still not notified us that she is supporting her policy so um.
[CUSTOMER][NEUTRAL] Actually her clock doesn't start until they notify us even though she's notified us we have to get the notification from [PII].
[CUSTOMER][NEUTRAL] Um, first, before that starts, and then once they notify us, she has 30 days, so, um, they haven't notified us yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] So first time hasn't even started yet, so she mailed us back like we're not even gonna need it because your employer is still paying for her.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, as of right now they, they haven't notified us that they're not going to now we just sent out, you know, statements and stuff so it could be possible that they'll notify us once they get theirs for this month, well, for this coming month they'll be like, Hey, she's not supposed to be on here anymore and they'll notify us or she can actually reach out to them and be like, hey, I'm trying to support my dental policy um can y'all make sure to let [PII] know that I'm no longer employed.
[AGENT][POSITIVE] OK, that's super cool.
[CUSTOMER][NEUTRAL] Um, and sometimes that'll get the ball rolling too, but yes, the time period does not start until we are notified by the group, um, that they're no longer gonna be paying the premiums.
[AGENT][NEUTRAL] OK, so if we receive her portability letter and then say 2 weeks later the group notifies us, um, can we keep that port or will she have to refill it out?
[CUSTOMER][NEUTRAL] No, we can keep it.
[AGENT][NEUTRAL] We'll keep it on file so that way it's ready to go the moment they do decide to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. Mhm.
[AGENT][POSITIVE] Awesome I will let her know that she's just really anxious about it lapsing and she wants to make sure she keeps her coverage, so I'll let her know that I'll put her mind at ease for sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I understand that uh because I get a lot of those calls too but um uh my advice is always to get them to reach out to the their employer and just let them know that they're trying to continue the policy and just ask them if they've reached out, you know, to APL and let them know that they're no longer working.
[CUSTOMER][POSITIVE] So that they can get the ball rolling on, you know, supporting the policy and a lot of times once they do that then we receive the notification like almost immediately so.
[AGENT][POSITIVE] OK perfect I will let her know that I think that'll be wonderful thank you so much.
[CUSTOMER][NEUTRAL] No problem [PII]. Is there anything else you needed?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, is there a general rule of thumb I can use any time someone asks me about, um, about their grace period is 30 days from the notice that we get on the employer group in those notes?
[CUSTOMER][NEUTRAL] Right, if they're on the mode of payment one and it's about the initial portability, yes, they have 30 days from the date that the group notifies us that they're no longer gonna be paying the premiums.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. I will try to store that in the big login.
[CUSTOMER][POSITIVE] All right, well, if you ever have any questions you can always reach out and I'll, I can go over it again, no problem.
[AGENT][POSITIVE] Thank you so much I appreciate you.
[CUSTOMER][POSITIVE] No problem. You're welcome. Have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Hey, are you still there with me?
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Hey, OK, so I have very good news, um, and that is that you have 30 days from the time the group notifies us, um, that you're no longer going to be with them to to elect portability. The good news is the group hasn't sent us a notification at all yet, so you're still showing up underneath the group.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] And they're showing that you're still active with them, um, so, so your, your countdown, your 30 day timer it hasn't started, so you're not going to miss that window, um, you're doing wonderful there. um, I would recommend if you want to reach out and I'm not sure if I can pronounce this, the [PII] Parish School District.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hey [PII], thank you. Um, you might reach out to him and let them know that you're trying to port your coverage and have them reach out to us so we can go ahead and um get that notated in our account, but once we receive your portability letter we'll just hold it on file and then you won't.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Have to redo that information I mean unless we don't receive it but as long as we receive it it will just hold and as soon as the school district notifies us um that you're retired and you're not gonna be working with them we'll be able to we'll have your portability already filled out and on file and ready to go.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and I got home and I looked at there's a check that's number 5966. I made it up for $106 and it was payable to APL and I mailed it on the, I wrote it on the [PII] the [PII].
[CUSTOMER][NEUTRAL] So if that is a Friday, then I mailed it on the [PII] at the post office because the post office was open half a day.
[AGENT][POSITIVE] OK wonderful so then it looks like it's been.
[AGENT][NEUTRAL] Uh, just over a week. Let's maybe check back up on that if you don't mind calling us the [PII]. That should give us more than enough time to receive that letter and then we have humans who scan it in and like, you know what I mean, like get it into our system and so you got that human touch which takes just a little bit of time but I would go ahead and recommend checking back with us either [PII] or [PII] and just to see if we've got that letter, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, and as I was saying, they didn't have on there it did, it told you you could do it in 3 months, 6 months or a year, but it didn't have nothing for you to check or tell, to tell y'all which one I wanted and I wanted it every 3 months.
[AGENT][POSITIVE] Every 3 months, perfect. I'm gonna put a note on that in your file, um, and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I will, uh, yeah, I'll put a note in the file on that absolutely for you so when they come back and read the notes they'll see that that's what you're wanting.
[CUSTOMER][NEGATIVE] Yeah, they did as I said they need to fix that on that phone because I don't have no way to really notify them how I want it took out. Y'all sent me the notice for the 106.
[AGENT][NEUTRAL] OK, and that's weird, yeah.
[CUSTOMER][NEUTRAL] And I, I sent a check with it so I know it's got a check in there with it.
[AGENT][NEUTRAL] Perfect. And you said that check number was 5966?
[CUSTOMER][NEUTRAL] I got to the house and time that you.
[CUSTOMER][NEUTRAL] 5966
[CUSTOMER][NEUTRAL] And I wrote it on the [PII] of this month. That means that paper come in on the [PII], the morning of the [PII]. I said and wrote it, and then I think that's gonna be uh let me look here January.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] The [PII] was a Friday and I mailed it on the [PII], the morning of the [PII]. And then we got the snow on the [PII] or the [PII]. So that, and I know [PII] was snowed in and it has to go through [PII] before it gets out of there.
[AGENT][NEUTRAL] Friday, yeah.
[AGENT][NEUTRAL] OK, yeah, and it might be just a little smidgy delayed, um.
[AGENT][NEUTRAL] are
[AGENT][NEUTRAL] I don't, I guess I, I don't know. I feel like the just the weather this year has been rough on the postal system.
[CUSTOMER][NEUTRAL] I'm sure they will.
[CUSTOMER][NEUTRAL] It has and I'm sure they were out playing in the snow instead of worry about doing that mail and I wouldn't blame them because we don't.
[AGENT][NEUTRAL] I see, yeah.
[CUSTOMER][POSITIVE] We don't usually get a powder snow and it was really nice so.
[AGENT][POSITIVE] No, and that's nice, yes, you gotta enjoy it.
[CUSTOMER][POSITIVE] Yeah, so I'm picking all the postal workers just said forget the mail, we're gonna enjoy this.
[AGENT][POSITIVE] As you should, you know, the small things, they happen like that every once in a while, you've got to find the joy in life.
[CUSTOMER][NEUTRAL] Yeah, we hadn't had a snow like that since [PII], so.
[AGENT][NEUTRAL] Oh my gosh, that's a long time.
[CUSTOMER][NEGATIVE] Yeah, I don't know if you're in [PII], but it was, it shut our interstates down.
[AGENT][NEUTRAL] Oh my goodness, no, I'm [PII] based, um, but
[CUSTOMER][NEUTRAL] Oh, OK, well, it shut our interstate down for a week.
[AGENT][NEUTRAL] That, I mean that sounds like.
[CUSTOMER][NEGATIVE] So they were going nowhere.
[AGENT][POSITIVE] Awful, but like kind of fun. I remember when I was a kid, I grew up in [PII], and we had a huge blizzard and it like, I mean like the snow covered the doors, like people couldn't leave their homes and everything shut down and it was like I really liked it. It felt like really cool. Um, I mean, but I had a generator and power and a wood stove and like, or, you know what I mean? So like we were well off, but.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that, they, they're prepared for it. We're prepared for hurricanes and floods over here but.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They had their boats out their little uh air boats out there gliding across the snow here. That was something new to them.
[AGENT][POSITIVE] That sounds, I mean, that genuinely sounds like a good time.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah they did so I'll give you a call back if uh.
[CUSTOMER][NEUTRAL] If it isn't, if I don't know something about the [PII] so we can get it all straight again but hopefully it gets in.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yeah, give us a little more time to receive it from the mail, but certainly by the [PII], by the latest, give us a call back and then we can make, you know, maybe we need to email you out a new form, uh, maybe we wanna cancel it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You did mail me a new form. That's, that's what made me call is because I had called them when I hadn't received it the first time and they sent me another form out and it was a duplicate of the one that I had just filled out and put in the mail. So I said I was gonna hold off doing that one and call y'all and see if y'all received it yet because I know a check is with the other one.
[AGENT][POSITIVE] Perfect. OK, so let's go ahead, let's give it a couple more days, but then from there we can make better decisions on like what what we might need to do next.
[CUSTOMER][POSITIVE] OK, not a problem. Thank you so much.
[AGENT][POSITIVE] Hey, well, it's such a pleasure, my pleasure, absolutely.
[CUSTOMER][NEUTRAL] OK all right bye bye.
[AGENT][NEUTRAL] Yeah bye bye.