AccountId: 011433970860
ContactId: 474a9aa4-f168-4bde-8ea0-c7f5ba907427
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 483339 ms
Total Talk Time (AGENT): 172862 ms
Total Talk Time (CUSTOMER): 313889 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/474a9aa4-f168-4bde-8ea0-c7f5ba907427_20250205T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII].
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hey, I've got um Ms. [PII] on the phone. Her policy number is 2170749.
[CUSTOMER][NEUTRAL] She spoke with [PII] yesterday about um supporting her policy.
[CUSTOMER][NEUTRAL] Um, she said that she mailed in the portability paperwork.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To the care team email on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she doesn't want her policy to lapse, so she resent the part apparently when she talked to somebody yesterday, nobody received the port paperwork, so she was gonna send it in again, but she wanted to see if she can still port her policy or is it a mute point.
[AGENT][NEUTRAL] Um, no, she can, she can go ahead and send it in. Uh, we have premiums up until January. Hold on just a second.
[AGENT][NEGATIVE] Yeah, with these [PII] policies we're still getting those in where people are saying that they sent them but we didn't get it.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][POSITIVE] Well, I'm gonna let her talk to you and you can give her the good news because she's.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She really wants to keep her policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK thanks and her callback number is the number that's showing up if we get disconnected.
[AGENT][POSITIVE] OK. All right. Thank you, ma'am.
[CUSTOMER][POSITIVE] OK. All right. You're welcome bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] Hey, I'm doing great. I got a call yesterday from [PII]. She, I was flying and she left me a message, so I didn't get to speak with her, but I did not realize until last week our union had has changed companies to offer the cancer benefit, and I had asked, I was asking them about my husband's cancer being a preexisting condition, and
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And it, it is, but anyway, that's a different story. So I said, gosh, I was really frustrated because I had been, had the policy through APL and it had been really, really helpful to us this last couple of years with me not being able to work as much. And she said, oh well you can just, you know, port that and she said, I'll send you all those forms, and she did. I just, I wasn't aware of that until last week. So I sent everything in. I think it was last Thursday.
[CUSTOMER][NEGATIVE] Um, it may have been last Wednesday, but at any rate, I sent it in, hadn't heard anything back from you all, so I prompted my phone call yesterday and I was told that y'all didn't receive it, and she said, Well, go ahead and resend all of that, and I will. I'm flying right now and I don't have any of that information with me on my trip. I'll get it this evening when I get back home.
[CUSTOMER][NEUTRAL] And so I'll resend everything, but I just, I, I had two forms from uh that I was sent from the union, one just with basic information, policy number, blah blah blah, name, social, that stuff, and then the other one with my bank information.
[CUSTOMER][NEGATIVE] And like I said, I did fill all that out, send it in, and I emailed it to the care team, um, but apparently it hadn't been received by you. So my question, long story short is, is it too late for that even if I do send it back in today? I know the deadline was the [PII], so is it a mute point at at this stage in the game?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, no, um, we can go ahead and still continue with the port policy since you did submit that we, we just somehow did not receive it, um, so yeah, if you could just, um, resend that to the care team, um, I don't see why there would be any issue why we couldn't, um, get you set up.
[CUSTOMER][NEUTRAL] OK, OK, I know that supposedly the coverage goes through or it should according to the union, my coverage should have gone through and I did pay it was payroll deducted through uh the beginning of March because that's when all the new stuff rolls around.
[CUSTOMER][NEUTRAL] But according to everything I see on my, uh, and it says it's lapsed, which it doesn't matter as long as it will be picked up. I don't care that it says that. And I did question the union on that because I said, hey, I, you know, I checked my payroll and I paid for it, and it says lap. So I know that they pay, she said they pay, we pay in the arrears. So the, the January was for December and the February was for January. So it would have been lapsed then on the [PII]. So I'm hoping that.
[CUSTOMER][NEUTRAL] That's not gonna be an issue either.
[AGENT][NEUTRAL] Let me see because what we had was um.
[CUSTOMER][NEUTRAL] So the February payment would.
[AGENT][NEUTRAL] Let me see, hold on.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] We received notice from the group that they're switching. Let me take a look at that because what we have is [PII].
[AGENT][NEUTRAL] Um, but they're, they told you [PII].
[CUSTOMER][NEUTRAL] Well, they usually carry on through March. Yeah, I mean, that's when the new policy kicks in and they usually, she said, you know, it would be in effect. The new policy would be in effect with who they're using colonial life in March, and it should continue on and I I questioned because like I said, I had a, I paid, I had a payroll deduction and.
[CUSTOMER][NEUTRAL] But um, I paid out of pocket myself a couple of months in the summer because I wasn't working at all and it was like 317 for all my stuff. Anyway, I had a payroll deduction in in November, December, October, November, December and January. Now the payroll deducts have on the [PII] of the month, so I don't have a February yet. And so I was questioning them as to how the policy could be lapsed when I paid in January.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, so.
[CUSTOMER][NEUTRAL] And they said they pay and they say they pay post. So I then OK OK, January was for December.
[AGENT][NEUTRAL] Right, so the one in January left for December, right? And what we've got on file.
[CUSTOMER][NEUTRAL] Right, so February would be, yeah.
[AGENT][NEUTRAL] Yeah, what we've got on file is that um it terminates on [PII] so um I'm not sure how they're gonna roll in the new policy on y'all um but what we have set up is [PII] so um when we port you it would be ported effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so then I would just pay 2 months.
[AGENT][NEUTRAL] So you will.
[AGENT][NEUTRAL] Right, yes, ma'am, and we can get you set up for your bank draft to come out that first time for 2 months and then after that it would be the normal.
[CUSTOMER][NEUTRAL] Yeah, got you, and she.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yep.
[CUSTOMER][NEUTRAL] Yeah, that's what I was expecting and that is, that is absolutely fine, and she did tell me the price would stay the same since it was, uh, it was ported it would be 4599 maybe, I don't know, a month, OK.
[AGENT][NEUTRAL] Right, yes, ma'am. Uh, 4599. And then, so that first one would be, you know, times 2,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like, right, 90 something, 92 or something, yeah, OK, got you.
[AGENT][NEUTRAL] 9198. Yes. And did you have a certain time of the month that you want that to come out?
[CUSTOMER][NEUTRAL] Um, the [PII] would be great or the [PII].
[AGENT][NEUTRAL] OK, so we don't draft every day, um, we draft one day a week, so just around the [PII] would be good every month. OK, perfect. Alright, so I will, um, put all this in a note that way when we do get your paperwork this afternoon, um, we'll know what date to put the draft, um, and just let us know if you have any other questions. Was there anything else I could do for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That is all. I probably, I land, I think, uh, central time at [PII], so it won't be this afternoon. It'll be this evening, but I will send it off this I will send it off this evening.
[AGENT][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] Alright, well, um,
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] No problem, Ms. [PII]. Uh, you have a wonderful rest of your day and thank you so much for choosing APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mm bye-bye.