AccountId: 011433970860
ContactId: 35f5bedd-fbb0-4b85-a676-a5d0cb2f3b69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 485100 ms
Total Talk Time (AGENT): 210661 ms
Total Talk Time (CUSTOMER): 238654 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/35f5bedd-fbb0-4b85-a676-a5d0cb2f3b69_20250321T17:12_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][POSITIVE] Hey, [PII]. Happy Friday. Uh, that's my, that's my one good thing about Friday is every now and then I get to talk to you.
[AGENT][NEUTRAL] Hello.
[AGENT][POSITIVE] Oh, how sweet. Thank you. What you got for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I've got policy number 25340009.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII] sales.
[AGENT][NEUTRAL] You said 25,300?
[CUSTOMER][NEUTRAL] She's
[AGENT][NEUTRAL] Is it another 0?
[CUSTOMER][NEUTRAL] Mhm. 253, yeah, 2534099.
[AGENT][NEUTRAL] I
[AGENT][NEGATIVE] Oh Lord, I'm way off. OK.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] And I verified all of her information I updated her email.
[AGENT][NEUTRAL] OK, and you have Ms. [PII] on the phone, correct?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, what can I help her with?
[CUSTOMER][NEUTRAL] So she retired and she gave her portability letter to [PII] at Tally Benefits back in January and hasn't heard anything regarding her portability of her coverage.
[CUSTOMER][NEUTRAL] I don't see in the notes. I don't know if you can check this and talk to her and see if we've received that from Tele Benefits or if she can at this point continue her coverage since it turned on to 1. She just needs some help with her portability information.
[AGENT][NEUTRAL] And you said she gave it to the group?
[CUSTOMER][NEUTRAL] Yeah, I, evidently, so I think she retired and so she gave that portability. She said to [PII].
[CUSTOMER][POSITIVE] At tally benefits.
[AGENT][NEUTRAL] What's her callback number?
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEGATIVE] So now she's concerned, which I would be too.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, and I'm gonna have to see if she's gonna be able to because technically they got 30 days and after that, that's it.
[AGENT][NEUTRAL] But let me see what I can do for.
[CUSTOMER][POSITIVE] I appreciate you [PII] and let me get her on the line. You have a lovely weekend.
[AGENT][POSITIVE] You do the same. Thank you.
[CUSTOMER][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Miss [PII], I do have um [PII] on the line and she's going to check on that for you.
[CUSTOMER][POSITIVE] OK, wonderful, thank you. Thank you. It's been a pleasure to assist you and have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Good afternoon, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] I'm doing well. How are you, [PII]?
[AGENT][NEUTRAL] I'm doing good, thanks for asking. I've got your information pulled up on the representative that transferred you stated you were inquiring about the continuation of your policy you had received paperwork and gave it to somebody at your previous employer.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Yes, um, [PII] is the benefits, um, administrator for the district, um, and, um, I was told to contact them, so I contacted them about my continuing, uh, me continuing my cancer coverage, and, uh, she gave me paperwork to fill out. I filled it out and gave it back to her like she said, and she told me she was sending it, she sent it to you guys.
[CUSTOMER][NEUTRAL] So I hadn't heard anything after that. So I was like, OK, it's already marked and I haven't heard anything, so I'm calling.
[AGENT][NEUTRAL] Did she, did you, did you say she said to CC us, email it to us?
[AGENT][NEUTRAL] Is that what you said?
[CUSTOMER][NEUTRAL] No, she just said she sent it to, no she said she sent it to you guys.
[AGENT][NEUTRAL] OK, we're not.
[CUSTOMER][NEUTRAL] She said she was gonna mail it.
[AGENT][NEUTRAL] Right, we're not showing that we received anything, um.
[AGENT][NEUTRAL] From her. We're not even showing notation of any contact on the policy. What I'm gonna have to do is check and see due to the circumstances if we can resend that to you. And the only reason why I'm gonna have to check with my supervisor is because.
[AGENT][NEUTRAL] Technically, when we sent that letter out, you had 30 days to correspond back to us. If we didn't hear back from you within those 30 days, you're no longer eligible to continue. So just let me double check and I'll have to get approval, Ms. [PII]. Um, I will call you back today.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Hold on, hold on, hold on. So I never got a letter from you guys um about anything. Um, so I guess that's where I, why I'm confused. I, she gave me a form to fill out. See, I did all this before my coverage even canceled. I did it in January, the end of January cause I was like, I know I need this coverage, um, and I don't want.
[CUSTOMER][NEUTRAL] Lose this coverage. And because I'm actually, you know, going through cancer treatments right now. So this is like priority to me. And um so Is why I kind of uh was making sure I was ahead of the game, but I never got anything from you guys saying that my coverage was canceled. So that's why I thought it was really weird. I was like, is it still on? Is it no? So I appreciate you checking with the supervisor for me. I'm gonna call Tally Benefits also and figure out why they didn't, um,
[AGENT][NEUTRAL] And if she's got it, yeah, she can forward it to us and explain to us what happened and, you know, why she didn't send it or something that would help too. Um, I can give you our email address if she can find the information if she'd like to forward it.
[CUSTOMER][NEUTRAL] Yeah, OK, what is the email address?
[AGENT][NEUTRAL] It's gonna be the [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] OK.
[CUSTOMER][NEUTRAL] And um I have I mean I have email communication from her and I actually um scanned in the paperwork and emailed it to her um so uh I will um.
[CUSTOMER][NEUTRAL] Get on that thread and uh email her so I have it in writing with this information asking her to forward something to you guys. What exactly do you need from her so I can make sure that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just indicating that she just received it and I guess that she didn't if she forwarded it to us, where she forwarded it to, um, you said she was saying she was gonna send it by mail, so uh she could provide the mailing address if she has it and just resubmitting it to us because I'm gonna explain everything to my supervisor and I'm pretty sure we probably can, but again, I've got to get approval and explain it to her. And I'm gonna also let her know that you didn't receive anything in the mail as well. Um.
[AGENT][NEUTRAL] So I do apologize for the confusion of that. But it looks like we just actually
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Canceled it because we received notice that's the only time we cancel them is when the employer notifies us so it that's why.
[AGENT][NEUTRAL] We have it set up. We had it set up in January to cancel for February and once she paid that January bill, it canceled the policy uh effective [PII]. But again, due to the circumstances, we may can offer some leeway. I'm just gonna check into it and I will definitely call you back today, Ms. [PII]. Um, my name is [PII] and I'm in the customer service department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK. Well, I will um look forward to your phone call and I will call, um, [PII] at uh Tally Benefits right now. Thank you.
[AGENT][POSITIVE] All right, Ms. [PII], thank you again. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, that's it. That's the most important thing to me. I don't have all of this, so.
[AGENT][POSITIVE] Thanks.
[AGENT][POSITIVE] Yes, ma'am. Right. Well, thank you for calling APO and you have a wonderful day. You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you [PII].
[CUSTOMER][NEUTRAL] You too bye bye.