AccountId: 011433970860
ContactId: 2ade9473-8892-467b-a2a7-39a50c83d1a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344250 ms
Total Talk Time (AGENT): 135832 ms
Total Talk Time (CUSTOMER): 185731 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/2ade9473-8892-467b-a2a7-39a50c83d1a3_20250211T23:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I have an insured on the line uh who was wondering if she can uh if her policy is portable um if she left her employer.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] 025327777
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Gosh, that sounds like my son has a Christmas snow globe. He refuses to admit that [PII] is over, and I have been hearing it. It's so funny. That's hilarious. It sounds just like it.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Uh-huh. Uh, that's a, a clock that I have and it does that every hour.
[CUSTOMER][POSITIVE] Oh, that's cute. Oh, that's cute.
[AGENT][POSITIVE] Yeah, and I, I don't mind [PII] all year long, um.
[CUSTOMER][POSITIVE] There's nothing wrong with that.
[AGENT][NEUTRAL] Right. [PII].
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, I'm ready.
[CUSTOMER][POSITIVE] All right, thank you. Bye bye.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And uh supplements lunch.
[AGENT][NEUTRAL] Uh, good afternoon, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Uh good how are you?
[AGENT][NEUTRAL] I'm good. Um, [PII] was stating that you were wanting to continue your policy. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you should have received um portability forms in the mail.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like when, like when I first got it.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm, I'm looking to see when they sent those out.
[CUSTOMER][NEUTRAL] That's OK. It's the first time I inquire about it, and I've, I've had the policy, so if, if they were sent out like when I first got the policy.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I, I would have no idea where those are. Would they, would I be able to get those like emailed or sent again?
[AGENT][NEUTRAL] Yes ma'am, I, I can get those emailed to you. I'm sorry I I misunderstood um let's see.
[CUSTOMER][NEUTRAL] No, you're fine. No, it's OK. I just, I was like I'm just trying to see, I'm just trying to see cause I'm potentially going to be switching, um, jobs, um, and at this point I mean if, if I can like, you know, do like a direct billing thing anyway, I feel like I'd rather do that anyway, um, just so that if in the future I do change jobs I can just already, you know, it's already, I already have that, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see, um, your email is [PII].
[CUSTOMER][NEUTRAL] It is, but should I put my personal, should I give you my personal one?
[AGENT][POSITIVE] Uh, that's up to you. I can change that for you.
[CUSTOMER][POSITIVE] I think it'd be a good idea.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, and what's your new address?
[CUSTOMER][NEUTRAL] Um, it's [PII]. I'm sorry, it's still [PII].
[AGENT][POSITIVE] Got it. OK, I will get that letter and forms, uh, printed up for you real quick and get them emailed to you.
[AGENT][NEUTRAL] Excuse me, just fill those out and send them back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I did
[CUSTOMER][NEUTRAL] So then I fill those out and send those in.
[CUSTOMER][NEUTRAL] And um the other question I had was like does anything change, um, as far as the policy is concerned when I, you know, when we do the portability.
[AGENT][NEUTRAL] Um, we'll issue a new policy, but everything will be the same, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It'll be connected to this policy, so any kind of preexisting will be covered everything, the coverage is the same premium is the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then can you tell me what the premium is?
[AGENT][NEUTRAL] Uh, 28. 96 per month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how much does it cover?
[AGENT][NEUTRAL] Uh, I would have to get somebody in the um claims and billing benefits department that could go over the benefits with you.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] OK, but I mean, will that be sent um through mail as well once like everything's done, like said and done?
[AGENT][NEUTRAL] It depends on how, how you um decide you wanna pay for it um all that information should be in the email that I'll send to you um you can pay for it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On a monthly bank draft or if you want a bill sent to you and you mail in a check, uh, it would have to be quarterly, se annual or annually.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you, yeah, probably just monthly draft like you said, but that I, I can indicate that on the on the papers.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes ma'am mhm.
[CUSTOMER][NEUTRAL] OK perfect yeah if you can get that email to me and then I'll take a look at those and then um once that happens I can you know if anything I can call you guys with questions or whatnot to make sure you know the submission is correct or whatnot.
[AGENT][POSITIVE] Yes, ma'am. Mhm. OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect. That would be super helpful.
[CUSTOMER][POSITIVE] No, I think that's it for right now. I just want to make sure that that was an option, obviously because, as you could imagine, it's valuable to me being that I already have a preexisting condition. So because of that, um, I, I wanted to make sure that I, that's something that I could keep. So yes, please if you can just send that to me. I super appreciate it. I'll look at it, get it done, and then if anything I'll call you guys if I have any questions.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, well thank you and thank you for calling APL. I'll get those right out in the email to you and you have a great day.
[CUSTOMER][POSITIVE] Thank you so much. Perfect. Thank you. Thank you so much. You too.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you. Goodbye. Mhm.
[CUSTOMER][NEUTRAL] OK, bye bye.