AccountId: 011433970860
ContactId: 253e62d2-99e5-43f9-bc9a-1d3c1764545b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 606340 ms
Total Talk Time (AGENT): 271962 ms
Total Talk Time (CUSTOMER): 257020 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/253e62d2-99e5-43f9-bc9a-1d3c1764545b_20250324T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, [PII]. It's [PII]. Happy Monday. And you sound like you might be doing a little better.
[AGENT][POSITIVE] Yes, I am better. Thank you.
[CUSTOMER][NEUTRAL] I'm so glad because that is so miserable with all this spring stuff.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Um, I have policy number 1207939.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she said this is a grandfathered in policy and it should not be lapsed.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And she noticed that her school district went with another company, but she said this policy should not be lapsed.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Oh, what's her name again?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK. Gotcha. OK.
[CUSTOMER][NEUTRAL] I verified her information.
[CUSTOMER][NEUTRAL] And that [PII] is the correct phone number for a call back if disconnected.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You ready? I mean, I don't know what we can do, but
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the thing about it, I, I won't keep you, but the notes say she called in November because she couldn't file claims. I mean, and she was told the policy was lapsed but she didn't take care of it, OK, but that's all. I mean, I'm just saying.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah, I hear you. I'm with you. I'm with you. I'm with you 100%.
[AGENT][NEUTRAL] Fine.
[CUSTOMER][NEUTRAL] All right. Well, let me get her on the line and see if there's anything we can do. Thank you, [PII]. One moment.
[AGENT][NEUTRAL] Oh, OK, OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] in our customer service department, and she is reviewing your policy and will assist you further. Thank you for calling. Thank you. Take care bye bye.
[AGENT][NEUTRAL] Hi Miss [PII].
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][POSITIVE] I'm good. How are you doing?
[CUSTOMER][NEGATIVE] Well, I'm good. So I've had this policy forever. I'm grandfathered in and a friend of mine, I was telling her I said when I got on here to file a wellness claim for my husband, I said it, uh, it only shows me and now the whole thing shows lapsed and she was like, well you've been here longer than me and had the policy way before and she's grandfathered in. I'm like, yeah, I don't know why my policy seems to have gone away on here.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Yes, ma'am. I am just looking to see, um, you know, what might have happened.
[AGENT][NEUTRAL] And now it does show that it lapsed September the first of last year.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And we would have needed to receive the portability uh form.
[AGENT][NEUTRAL] To keep it out.
[CUSTOMER][NEUTRAL] It shows that last 2.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, see, and, and we swapped over to a different little company this year to chub, but my, my cancer policy was grandfathered in so it should have, it should have continued with you.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So what need to do to see about getting that fixed.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Now I will need to take this to my supervisor and check on it um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I am not seeing that we received the portability paperwork, you know, from you to keep it active, um, I'm just looking.
[CUSTOMER][NEUTRAL] Well, I didn't, we, we have guys that come to the school and we, we register and do everything through them. So if I was supposed to do something nobody told me that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We do everything on the computer with them, you know.
[AGENT][NEUTRAL] Right. Yes, ma'am. OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Now this does show that it was mailed out in October, but um.
[AGENT][NEUTRAL] Let me check and just see what we could do about it, um, and since it has been, let me see.
[CUSTOMER][NEUTRAL] Cause I'm still paying for the high plan.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's, it's still coming out of my check.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, are you, uh, I'm just asking, are you sure that you were not signed up under the new, um, company?
[CUSTOMER][NEUTRAL] And like
[AGENT][NEUTRAL] Because for us to have.
[CUSTOMER][NEGATIVE] Well, I shouldn't be because I'm grandfathered in with y'all.
[AGENT][NEUTRAL] Right, but for us to have.
[CUSTOMER][NEUTRAL] Cause I've, I've had my policy since like [PII].
[AGENT][NEUTRAL] for us to have kept this active, it would come out of your personal checking account um it would not be payroll deducted.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] So do I need to call my insurance guys that come and set this up and do it every year for us?
[AGENT][NEUTRAL] Um, I would get in touch with them. Yes, ma'am, I sure would. Um.
[AGENT][NEUTRAL] I'm just looking at this group to see the whole group uh lapsed with us it looks like.
[CUSTOMER][NEUTRAL] Right, but my friend, my friend said she, and like I just looked at my friends and instead of saying laps her still says active.
[AGENT][NEUTRAL] I don't know that we, but we probably received paperwork from her.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And how was I supposed to know to do paperwork?
[AGENT][NEUTRAL] Uh, we did mail thos[PII], but you know, and I understand you may not have received it.
[CUSTOMER][NEUTRAL] Well, I'm telling you.
[CUSTOMER][NEUTRAL] Our, our mail down here, we're a little bitty rural place and our mail has been all kinds of jacked up lately.
[AGENT][POSITIVE] Yes, no, I definitely believe that.
[CUSTOMER][NEUTRAL] So, OK, so can you, can you mail me that form and they still fill it out? I mean, I've had this since [PII]. I don't wanna lose it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let me um see what we can do. Uh, we possibly would need to send you an application, um, to reapply, and I say that because um we allow up to 6 months and then [PII] was 6 months. So let me do check with my supervisor and just see, um, and I can let you know.
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, tell them like I work at the school and so at the beginning of the year, the people, the insurance people, they come and we just go down there to the computer lab and do everything on the computer with them and I just kept my same high plan and they just said keep it because you're grandfathered in but I had no idea that I, I had to do something else.
[AGENT][NEUTRAL] Right, yes. OK.
[CUSTOMER][NEUTRAL] I'm, I never have to do anything else, so I had no idea.
[CUSTOMER][NEGATIVE] I know I've got coverage somewhere cause I'm paying for it, but I should have still been grandfathered in with y'all.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um, let me check one thing just to be sure because like I say this would not be payroll deducted you would have had to pay for it, you know, on your own, so that's why I say if it's coming out of your check they've got you under something else, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I'm just looking real quick.
[CUSTOMER][NEUTRAL] OK, I just don't know when my friend has that too because she said she's, it just comes out of her check.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I'm sorry, it's just taking me just a second. I want to
[AGENT][NEUTRAL] OK, um, do check with your employer or, or your benefits people, um.
[AGENT][NEUTRAL] Because if it is still coming out of your check.
[AGENT][NEUTRAL] Then we can reactivate the policy, um.
[AGENT][NEUTRAL] Uh, the, the.
[CUSTOMER][NEUTRAL] Yeah, it is still coming out of my head.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because the notes do show that we received notification from the group, um, from Region 8 to lapse the policy, so you do check on that on your end, um.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] And if that was an error, you know, they will need to email us and we can get it taken care of but we definitely got notification from them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. I'll, I do show, I think that I have it through [PII], but like I say, I was grandfathered with y'all, so I, I, the reason I'm saying I think that matters is every year they were like, stay with the high plan, your grandfather did, your grandfather did it's the best plan, it's the best plan. So I wanna make sure I'm getting the best plan for my family.
[AGENT][POSITIVE] Yes. Yes, ma'am. Yes.
[CUSTOMER][NEUTRAL] OK, I'll check with them. OK, all right, thank you, ma'am. OK.
[AGENT][NEUTRAL] OK, yes.
[AGENT][POSITIVE] You're welcome. Thank you. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] Yes, ma'am.