AccountId: 011433970860
ContactId: 0d5a4d6c-6c69-4ab2-8831-aed365820211
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460329 ms
Total Talk Time (AGENT): 277138 ms
Total Talk Time (CUSTOMER): 162425 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/0d5a4d6c-6c69-4ab2-8831-aed365820211_20250121T20:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing good. How about yourself?
[CUSTOMER][NEUTRAL] Doing all right, thank you. I've got an insured on the line. Looks like their group uh canceled their cancer policy. She wants to see if she can, uh, put that.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It is 021-70922.
[CUSTOMER][NEUTRAL] Now I'm trying to actually like learn more about this myself. I at first I thought if it had the G in the front you couldn't, and I was told that it just depends, so I'm looking in the policy under the portability.
[CUSTOMER][NEUTRAL] And I mean I'm not gonna make a call obviously but.
[CUSTOMER][NEUTRAL] If it has the portability writer, does that mean it can be ported? Is it that simple? OK, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, um, and some of these GC 14 plans, um, actually, we had some of these that we had to change earlier in the year in September, yeah, but with her case since this just happened, yeah, she can board it. She's got that port writer. I'll send her a method of payment letter and she'll be good to go from there. So I'll talk to her.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, I remember that.
[CUSTOMER][POSITIVE] Cool. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you I'll send her over.
[AGENT][POSITIVE] All right, no problem. Thank you.
[CUSTOMER][POSITIVE] Alright thanks bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Good afternoon, this is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] Good thank you.
[AGENT][NEUTRAL] Got your information pulled up, Ms. [PII], and the representative that transferred you stated that you were inquiring about continuing your policy with us.
[CUSTOMER][NEUTRAL] Yeah, I was just curious if it was portable, but I did have other questions as well.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, it is portable um it's your group cancer policy if you wanna keep it, we can send you a method of payment letter which will give you the payment options that you have available and basically you'll be getting the same thing that you have, um, the only thing that's changing is who the billing of who's responsible for the premium so you'll have the same premium benefits and everything and it covers you and your spouse.
[CUSTOMER][NEUTRAL] Uh, yeah, if you wouldn't mind sending me the information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And just
[CUSTOMER][NEUTRAL] And then would there be any lapse in it then or no?
[AGENT][NEUTRAL] No, if you get this back to us before, um, the, well, not literally end of the month before 30 days are up, there shouldn't be a lapse in coverage. Now the letter that we send us ask for one month's premium which will be your January premium. So once we get that, that'll cover your January and we can start drafting you or billing you in February however you choose.
[CUSTOMER][NEUTRAL] OK. Oh yeah, you, yeah, if you wouldn't mind sending me the information.
[AGENT][NEUTRAL] OK, and just so you know, premium for you and yours.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] And then all of the
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And then all the documentation uh of what it is because I'm not able to pull it all up.
[AGENT][NEUTRAL] You can once we reactivate you, you'll be able to go back on the online service center. But when you get laps like that, we cut you off.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Right, no, I understand that, but I wanna see what I'm, because I haven't looked at it in a while, so I wanna make sure I know what I'm getting before I start paying for it. Does that make sense?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I see. OK, um, let me see if we got your.
[CUSTOMER][NEUTRAL] I mean that way I know what I'm getting covered with and what I'm paying for since I'm not able to confirm it online.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] If your policy is out here, I can go ahead and email it to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we won't be able to send you one in the mail until it's reactivated.
[CUSTOMER][NEUTRAL] Oh yeah, that's fine. I just wanna be able to look it over.
[AGENT][NEUTRAL] OK, it looks like you do have one out here. If you want, I can go ahead and email you that or if you just wanna wait once you change everything over to get the physical paper copy, that'll work too.
[CUSTOMER][POSITIVE] Yeah, if you wouldn't mind emailing it to me along with the bill that would be awesome that way I can confirm everything and look at all things over.
[AGENT][NEUTRAL] OK, I'll send that information to you and I was just gonna also mention to you that your couple rate is 5683, so that is the premium that you will continue to have.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] And then since I can't see the policy, I did want to file wellness claims, but I don't know what's covered and so I need to do that.
[AGENT][NEUTRAL] OK, I can also send you the details on what we need for the wellness claim and the claim form as well. Um, you won't be able to submit them electronically until we get you reactivated, but you can definitely fax or mail that information back to us. So I'm gonna send you two separate emails. One's gonna include your policy certificate and your portability letter, and then the other email is gonna include the details on how you can submit in your wellness claim as well.
[CUSTOMER][NEUTRAL] OK, if I can't fax it, because I don't know who has landlines anymore to do so, um.
[CUSTOMER][NEUTRAL] And if I can't do it by my phone because I think I might be able to do it with a PDF through my phone.
[CUSTOMER][NEUTRAL] Can I do that or is it just mail or fax only?
[AGENT][NEUTRAL] It's just mail or fax. They've got nowhere. They don't take email um claims anymore. That's part of the reason why we got the OSC, but due to your circumstances, you can't go through the OSC, um, yeah, it has to be mail or fax, and, but if you wanna wait to, you know, submit those cause you don't have a statute of limitations, as long as you got.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy active at that time and claims were, I mean, benefits were payable for you because you're active under the plan, you can submit.
[AGENT][NEUTRAL] However long ago or even if it was, you know, just a month ago and you send it next month you can still send that in so it's not really a deadline on your claims um if you'll wait until we get you reactivated, you can submit it online and it'd probably be much easier for you as well. You can go through the OSC um and generally when we get the information back it takes 2 to 3 business days as our turnaround.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, with your method of payment letter though, you can fax or email that back if you don't want to mail it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's just a little
[CUSTOMER][NEUTRAL] OK, well if you could go ahead and uh email me all that information as well as the wellness that way if I did wanna just go ahead and do it through uh mail I could do that as well.
[AGENT][POSITIVE] All right, I'll definitely.
[CUSTOMER][NEUTRAL] And just do it all at the same time.
[AGENT][NEUTRAL] Yes ma'am, um, let me get you to verify your email address just to make sure we have it correct since I am sending you documents.
[CUSTOMER][NEUTRAL] OK. Uh, it's [PII].
[AGENT][NEUTRAL] And that is what we have on file. Thank you for that. So again, I'm gonna be sending you two separate emails, one with your details on how you can file your claim directly with us, Ms. [PII], and then also one with your portability details and your policy certificate. You should get both of those emails in about 15 or 20 minutes. They'll be coming from [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, that'll be it. Thank you very much for your time and assistance.
[AGENT][POSITIVE] No problem at all, Ms. [PII]. Thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.