AccountId: 011433970860
ContactId: 20153419-4b60-4cb6-8441-c0f4f214c840
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 668460 ms
Total Talk Time (AGENT): 334188 ms
Total Talk Time (CUSTOMER): 166514 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/20153419-4b60-4cb6-8441-c0f4f214c840_20250103T23:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I have a question. I just received a request for port coverage. Is my, is it getting canceled or something?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My coverage?
[AGENT][NEUTRAL] 00 you OK you've received a letter from us about portability, um, OK, OK, uh, we can definitely take a look at that. Yes, most of the time that's going to be if your employer, uh, is going to be dropping APL, um, but we could definitely take a look at that um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you and then can I get a good call back number from you really quick in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then, uh, [PII], do you have your policy number? It might be on that letter you received.
[CUSTOMER][NEUTRAL] Uh, certificate number is 0230.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 779 0.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick [PII]. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you for verifying that. One moment please.
[AGENT][NEUTRAL] OK, um, the policy certificate number that you gave me, was that what was on the letter that you received?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, was that the only policy certificate number that it mentioned?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, um, I just wanted to make sure, alright, um, [PII], if you don't mind, I'm gonna put you on a brief hold and I'm gonna reach out to our customer service department, see if they can shed some light, um, and I'll get right back with you.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing all right, thank you. Um, I've got an insured on the line, um, and she said that she got a letter from us, uh, regarding, uh, portability for her policy, and I'm a bit confused on it. She was very confused on it as well. It's for, well, I don't know. I mean, there's been so much happening lately and I'm like, maybe I received something about this. I don't know, but it is for a Union Bank and Trust.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and it's, she has a disability policy with us that is currently active. This one is for her, um, critical illness, which showed that it had termed, uh, [PII]. So she's, I'm just trying to see if you know. I do see a note saying that the letter was sent, but just really curious as to why, if you know why.
[CUSTOMER][NEUTRAL] Mm, OK, what's the policy number?
[AGENT][NEUTRAL] It is 02307790.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is she still got payroll deductions or?
[AGENT][NEUTRAL] She just seemed genuinely confused. I'm not sure, um, that's what I was thinking was maybe the group was dropping APL, but this one again the term date.
[AGENT][NEUTRAL] It's July, but the other one is still active, the disability.
[CUSTOMER][NEGATIVE] Yeah, we didn't receive the premium on this one.
[CUSTOMER][NEUTRAL] Uh, yeah, the group is still active.
[AGENT][NEUTRAL] Oh, OK, so maybe they just dropped the critical illness?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I would say she probably needs to get with her employer if they're still deducting from her paycheck, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll be happy to tell her that if you'd like.
[AGENT][NEUTRAL] Oh, that's OK. I can tell her. I don't mind, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure they're still active like her disability is OK, but if she wanted to keep the critical illness she'd have to send that portability or get with her employer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, uh-huh, cause, uh, she might still be having deductions.
[AGENT][NEUTRAL] OK, I was mainly just
[CUSTOMER][NEUTRAL] We never got a notification to pass. OK, I'm sorry.
[AGENT][NEUTRAL] OK, right. All right. I will let her know.
[AGENT][POSITIVE] OK, OK, I appreciate your help. I was just a bit confused because I've never seen that with just one of the policies, so I'm not anyway, thank you for your help. I'll let her know. Have a nice.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Alright [PII], so sorry about that wait are you still with me?
[CUSTOMER][POSITIVE] No worries, yeah, I'm here.
[AGENT][NEUTRAL] OK, OK. So I was a bit confused. I did need some clarification because you had um a couple of policies with us. So you've got a short-term disability policy, um, that is good. And this policy number that you gave me was for your critical illness. And that's why I was asking if there was multiple mentioned.
[AGENT][NEUTRAL] Um, so what I believe happened, OK, so what I believe happened is maybe your employer has just dropped the critical illness coverage and has kept the short term disability. So in short, what that letter means is that if you wanted to keep the critical illness policy outside of your employer, you can fill out that form, send it back to us, and you can.
[CUSTOMER][NEGATIVE] Oh, no. Mm.
[AGENT][NEUTRAL] What I would recommend doing first though is contacting your employer um number one to make sure that your deductions you're not being deducted more um for that still I would absolutely check that and if they did switch to see who that might be through so that of course you know you can make an informed decision as to what you would like to do.
[CUSTOMER][NEUTRAL] So, how much do you guys charge for that critical illness that I
[CUSTOMER][NEUTRAL] That was covered.
[AGENT][NEUTRAL] Um, that that that information should be on the letter that you received. Give me just a moment. Let me try to pull up.
[CUSTOMER][NEGATIVE] No, not, not at all.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a moment let me see, should be on there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, not in this water.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Well, usually it does. Um.
[CUSTOMER][NEUTRAL] Cause it's really not through my employer, it's through um
[CUSTOMER][NEUTRAL] What is it? A spa, which is the, like a city club.
[CUSTOMER][NEUTRAL] And not, I mean, I paid through my pay, pay deductions, but not directly from
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like the city of [PII] doesn't necessarily offer this, it's through the
[CUSTOMER][NEUTRAL] Assess balance.
[CUSTOMER][NEUTRAL] Which is like um uh what is it?
[CUSTOMER][NEUTRAL] Like discount group membership.
[AGENT][NEUTRAL] Yes, yes, I know what you mean, um, so yeah, we've got it as the group name is uh Union Bank and Trust company, um, so that's that's who is currently and of course it's saying that yes I see LA County on here so I would just reach out to whatever your HR department I think would be the best way to go um and see what they're offering or if there are any changes or anything like that because that's who we're receiving the payment from.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Club membership.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So how much am I paying?
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEGATIVE] I can't believe everybody's like dropping some things. Like, what the heck?
[AGENT][NEUTRAL] Well, that's the thing. I mean it could be an error or a hiccup this year already. I'm telling you I don't know.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] There's been so much and so, I mean, it might be one of those things that it could have been an accident, but that's why I think it's important that I don't believe it is. It's from what I think and who I reached out to, it really does look like um they might have just dropped the critical illness, but have still kept the short-term disability. So for here, what we've got.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well I mean I could give you a total I guess let's do that give me just a moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] disability I thought.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's uh 39/20. The critical illness was 6330.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm mm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So let me confirm it with um assess but and then we'll, I'll go from there I guess.
[AGENT][POSITIVE] Absolutely, absolutely, yes, I'm sorry for the confusion, but if you have any other questions feel free to give us a call back, OK?
[CUSTOMER][NEUTRAL] I feel this thing. OK.
[CUSTOMER][POSITIVE] Will do. Thank you so much.
[AGENT][POSITIVE] Alright, yes, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] You did too. [PII].
[AGENT][POSITIVE] Thank you. [PII] to you, bye bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK thank you bye bye.