AccountId: 011433970860
ContactId: 17b2bf6d-0f1d-4008-95b9-a79e0927c5a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 591760 ms
Total Talk Time (AGENT): 400525 ms
Total Talk Time (CUSTOMER): 139167 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/17b2bf6d-0f1d-4008-95b9-a79e0927c5a3_20250528T19:01_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Oops, I was talking to myself. Hey, [PII], how are you doing? This is [PII] on the care team. I'm good. Um, I have a member on the other line who has 3 policies that she wants to support. Uh, it sounds like she has a letter there. um, and she wants to put her 3 or continue her 3 policies.
[AGENT][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] OK, I can definitely help her. What's the um policy number?
[CUSTOMER][NEUTRAL] Um, the one I have up is, um, intensive care, oh sorry, is 653-026.
[CUSTOMER][NEUTRAL] And she has intensive care and then 2 cancer policies.
[AGENT][NEUTRAL] And she can port all three of them. Um, her callback number is the number on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that's what I see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, I'm ready for Ms. [PII], thank you.
[CUSTOMER][NEUTRAL] You're welcome, hold on one moment.
[AGENT][POSITIVE] All right. Have a good day.
[CUSTOMER][NEUTRAL] You too. Hello, Ms. [PII]. Hi.
[CUSTOMER][POSITIVE] Hey, thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] All right, thank you. You're welcome.
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm one for temper. How you doing?
[AGENT][POSITIVE] I'm doing good as well thanks for asking. So I've got your information pulled up and the representative that transferred you stated that you are wanting to continue your coverage on all three plans with us.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, she said you had some questions about the information did you receive any information from us?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I did. I, I, uh, I received 33 of the policies.
[CUSTOMER][NEUTRAL] Well, I did the paper for continuation.
[AGENT][NEUTRAL] OK, and if you're wanting to continue it, you'll just have to fill that information out and how you're wanting to be billed and send it back into us.
[CUSTOMER][NEUTRAL] Oh, OK, how do I wanna be billed. OK, OK, going coming from my.
[AGENT][NEUTRAL] Yeah, there was a bank there should have been a bank authorization form. You can do an automated bank draft and that occurs once a month. Um, you won't get a bill if you do the automated bank draft, but if you'd like, if you don't want to do that, we can bill you every 3 months, 6 months or a year, um, and there would be a bill that manually goes out and you'd have a 30 day grace period, um, getting that premium remitted, um, once you decided if you, if you do it quarterly or whatever, however you'd like.
[CUSTOMER][NEUTRAL] OK, um, and, uh, what's coming out each month would be.
[CUSTOMER][NEUTRAL] I didn't get up. Let me, I, I guess I need to write down what's coming out each month.
[AGENT][NEUTRAL] I can give you the information as far as your premiums for each policy monthly. So again, your benefits and premium are all gonna stay the same. Nothing's changing on that end. Everything's verbatim the way you had it when you were employed. We're just gonna be changing who's responsible for the premiums instead of us billing the employer, we would either bill you or draft you however you'd like.
[CUSTOMER][NEUTRAL] OK, alright, alright, I can understand now. OK, also, um, I, would I get my papers because I think I have to need a change in my beneficiaries.
[AGENT][NEUTRAL] OK, we can send you a beneficiary form, um.
[CUSTOMER][NEGATIVE] I think I'll mar.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the 3 policies that you have are cancer, 2 cancer policies and an intensive care. So we can definitely send you a beneficiary change form.
[AGENT][NEUTRAL] And that beneficiary form would only be feasible in the event that benefits will need to be paid out after your passing. There's not a death benefit on any of these. It's just supplemental to supplemental insurance in the event that you concur cancer-related illness or seek medical attention for that or go into the intensive care.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] But by adding the beneficiary, it would secure that whoever your error is that you list would either get the overpayment of premiums or if claims were paid, they would, they would get that. It wouldn't be a questionable thing.
[CUSTOMER][NEUTRAL] OK, so, OK, uh.
[CUSTOMER][NEUTRAL] OK, um, so you, are you looking at it right now? Who, uh, uh, I'm making sure that I didn't, um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let me check here.
[CUSTOMER][NEUTRAL] The who was on there right now, as of now, who's the beneficiary.
[AGENT][NEUTRAL] Doesn't look like you have anybody listed on your cancer policy, but let me look at your other two because normally that's not something that we get at the time that you're enrolled because it's, again, it's not.
[AGENT][NEUTRAL] Not a death benefit, so that's why we don't ask for it. Um.
[AGENT][NEUTRAL] It looks like you had family coverage on your cancer policy. So you have listed all your dependents.
[AGENT][NEUTRAL] On here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it doesn't show anybody's a beneficiary. It's got your spouse and children. Let me make sure. I'm gonna check the other two. Bear with me. There could be something on the other two.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It looks like your cancer lump sum is covering your spouse and children as well, and there's no beneficiary. Um,
[AGENT][NEUTRAL] OK. So it's just your spouse because it looks like each of the children have reached the maximum issue age, which is [PII]. Once, once they reach [PII], they're no longer allowed to be covered under the plan, but your rate doesn't change because it's a cancer policy. We don't have couple rates. So family is basically the couple rate whether you have children or not.
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] Um, but you don't have a beneficiary listed on either of the cancer policies. And let me check. So it looks like it's gonna be covering just you and your husband on these plans, and let me see your intensive care.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You don't have anybody listed on your intensive care plan either, as beneficiary. But again, if you like, we can definitely send you the form for that information.
[CUSTOMER][NEUTRAL] Yes, and you're saying it only covers if we go to the hospital?
[CUSTOMER][NEUTRAL] Um, anything doing with cancer or.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And it's basically cancer supplemental insurance if you concur cancer-related illness, it's payable on the policy. There's benefits available um for hospital. Let me see what else. You may have some other benefit riders available like chemo.
[AGENT][NEUTRAL] Now, you do have a lump sum, which is separate from your basic plan of cancer. And what that lump sum is is
[AGENT][NEUTRAL] If you concur cancer and it is a payable cancer under the plan, you'll get a lump sum benefit amount. Doesn't matter as far as if you get treatment or not. It's just you being diagnosed and the physician stating you have cancer. Um,
[AGENT][NEUTRAL] There is a lump sum that's paid out one time on your behalf. If your husband is still with us at the time and doesn't have any cancer-related illness, he can continue that individually on his own, on the same payment method on his own, but you won't be covered. So once that lump sums paid out, that's it, it ceases.
[AGENT][NEUTRAL] And if he was to ever use it later, it would be the same thing. Once we pay it out, we're gonna pay it out once and then that policy will cancel completely once you both used it. But you still have a separate cancer policy that does have daily hospital benefits, and it looks like you have chemo benefits as well. What we can do um is we can send you a duplicate policy. Once you decide on how you're wanting to continue and we get everything we need, we can order a duplicate.
[AGENT][NEUTRAL] The only reason why I'm stating is that we have to do it later is because right now we're still waiting to hear from you as far as how you're wanting to continue it so it's not active right now, but you do have a few days to still get back with us on that letter. So once we get your information, we'll reactivate it in order you duplicate policies and it'll be as if there wasn't any lapse that occurred as long as you get back with us in the next few weeks.
[CUSTOMER][NEUTRAL] OK, well I'm uh I'm mailing it out today, so I was just trying to um to touch base on what I need to do with this form.
[AGENT][NEUTRAL] Yes, ma'am, and you actually have until [PII] to get, well, give or take a few days after [PII] because it looks like the letter went out on [PII], so you have 30 days from the date of the letter.
[CUSTOMER][NEUTRAL] Before, um.
[CUSTOMER][NEUTRAL] Yeah, OK then.
[CUSTOMER][NEUTRAL] Alright then I'm gonna go ahead and.
[AGENT][NEUTRAL] Um, but I'll put notes in here though, Ms. [PII], that you're gonna want duplicates on all these, so it'll give you a more detailed description of what your benefits are and what's covered and, you know, how to utilize it. Would you like for me to do that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, I'm gonna notate our conversation that you're wanting to request duplicates once we receive the continuation information. Is there anything else I can help you with in regards to that letter, Ms. [PII]?
[CUSTOMER][POSITIVE] That's it, and I thank you very much.
[AGENT][POSITIVE] You're welcome, Ms. [PII], for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you