AccountId: 011433970860
ContactId: 4bd73486-5c09-4c17-afa8-41a1dc46cbc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 724229 ms
Total Talk Time (AGENT): 307622 ms
Total Talk Time (CUSTOMER): 315805 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/4bd73486-5c09-4c17-afa8-41a1dc46cbc1_20250318T14:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, [PII], my name is [PII].
[CUSTOMER][NEUTRAL] I have received two letters in the mail on policies that I have with you guys that's through my employer and now it's talking about portability um so I just wanted to get some more information. I'm assuming that the, the group policy ended and that's why I'm getting this, so I'm gonna confirm that and then I'm, I'm not sure what the cost would be.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with that. Sure. Um, what is the policy number, one of them?
[CUSTOMER][NEUTRAL] For these coverages.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is that the start number?
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK, 019938. I'm sorry, let me start over. 01993318.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you mind verifying your date of birth and address for me, please?
[CUSTOMER][NEUTRAL] OK, date of birth [PII]. Address is [PII].
[AGENT][NEUTRAL] OK, and can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] Um, do you already have one on file, or?
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] Oh Lord, OK, um.
[AGENT][NEUTRAL] Uh, look, it looks like it might be your work email.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Can I change that or do we need to get that work email first?
[AGENT][NEUTRAL] Um, we can change that.
[CUSTOMER][NEUTRAL] OK, do you need the work email though beforehand?
[AGENT][NEUTRAL] Uh yes, ma'am, just.
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what did you want to change it to?
[CUSTOMER][NEUTRAL] Uh, let's see which one is the easiest one. I have so many, um.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, let's go with [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have that updated for you.
[AGENT][NEUTRAL] OK, and you were calling on?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, this is it.
[AGENT][NEUTRAL] The group accident.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Cancer.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And um
[CUSTOMER][NEUTRAL] About the only two policies that I have with you guys.
[AGENT][NEUTRAL] We had a, a hospital indemnity, but it's not able to be kept um off route.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But uh the accident and the cancer um can be converted. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you did get those because the uh your employer went with a different company, so if you wanted to continue it with us you could.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, and that was effective [PII]?
[AGENT][NEUTRAL] January.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you wanted to
[CUSTOMER][NEUTRAL] I'm looking at these letters and they're dated [PII] and I just got them like this week.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][POSITIVE] Yeah, yeah, I think I got maybe one last week and one this week, one yesterday, which is interesting.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, I, I know the mail is really bad down here. I don't know up there where you are.
[CUSTOMER][POSITIVE] OK, I'm sorry.
[CUSTOMER][POSITIVE] Yeah, this is interesting.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and if you wanted to continue just fill out those forms and send it in and um either send in the premium for January, February and March and we could start doing it in April or send us something in writing stating that we can draft it current. It's up to you.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] If you wanted to go on a bank draft.
[CUSTOMER][NEUTRAL] Can you give me the, the, the amounts because there, there's no dollar amounts on those letters.
[AGENT][NEUTRAL] Oh, I'm sorry. Um, the group accident is 1898 per month.
[AGENT][NEUTRAL] That would be 5694.
[CUSTOMER][NEUTRAL] First payment
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Then it would go back down to 1898 starting in April.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the cancer policy is 2872 per month.
[AGENT][NEUTRAL] So for January, February, March would be 8616.
[AGENT][NEUTRAL] And then it would go back down to 2872 in April.
[CUSTOMER][NEUTRAL] 86
[CUSTOMER][NEUTRAL] Total 2.
[CUSTOMER][NEUTRAL] Cancer.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] OK, and do those.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do the rates, do they change at any point or will they always say 2872 and
[AGENT][NEUTRAL] Now
[AGENT][NEUTRAL] Yes ma'am, I stay the same.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Alright, OK, and if we do the auto draft.
[CUSTOMER][NEUTRAL] Or is that the only, is that the only way to to do the payment?
[AGENT][NEUTRAL] Uh, no, ma'am. You can, uh, do, uh, where we mail you a bill, uh, but it would have to be quarterly, semiannual, or annually.
[AGENT][NEUTRAL] Uh, and you just mark that on there as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, where do I mark?
[CUSTOMER][NEUTRAL] Yeah, all I got in the mail was something saying that.
[CUSTOMER][NEUTRAL] Um, I could put the coverage and an electronic training for authorization.
[CUSTOMER][NEUTRAL] Form I don't have any other information. Is there anything else I can be sent?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, well, you can just write it on that and send it back with the if you're wanting to do a bank draft, fill out the bank draft form if you want a billing, just, um, send it back and state that you're wanting to go on quarterly billing or semiannual or annual and we can get it all taken care of for.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Annual, quarterly, or semi-annual?
[AGENT][NEUTRAL] So
[AGENT][NEGATIVE] Yeah. And can you look at the one for the cancer policy? Um, I believe they've been sending out the wrong form for that.
[CUSTOMER][NEUTRAL] OK, I have that one.
[AGENT][NEUTRAL] Is it the is it the same looking as the group accident or is it different?
[CUSTOMER][NEUTRAL] Um, same one.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] It just has a different start number on it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But that's the only difference.
[AGENT][NEUTRAL] OK, there's a, a new form that we need filled out for that one. would it be all right to email that to you or do you want me to put it in the mail?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, email is fine.
[AGENT][POSITIVE] Alright, I'll get that emailed to you real quick, um, so that you.
[AGENT][NEUTRAL] Have the correct forms and everything, speed things up a little bit and that's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Yeah, so that would be [PII], yes.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I left out the [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. I've got that updated and uh and that I'll get that sent out to you today.
[CUSTOMER][NEUTRAL] OK, so I need to fill out the the new forms that you're gonna send me and not this one?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. It's the correct one for the accident. It's the correct one for the accident, but not correct for the cancer.
[CUSTOMER][NEUTRAL] For all of it, OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um, I'm not sure that I have any of the benefit information on these policies. Is, is there something too that you can pull and send to me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes, uh, let's see.
[CUSTOMER][NEUTRAL] Just so I can see if I, if it, you know, if I wanna keep them or.
[AGENT][NEUTRAL] Uh, I'll get that emailed to you. Um, let me make sure I've got, I know I've got the cancer. What's the.
[CUSTOMER][NEUTRAL] What's covered, what's not covered?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] number for the
[AGENT][NEUTRAL] Accident.
[AGENT][NEUTRAL] 0
[AGENT][NEUTRAL] 85318.
[AGENT][NEUTRAL] I have both. Uh, I'll get those emailed to you with the form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK awesome OK and with the draft on what date or around what day do they draft do they take the draft out or how?
[AGENT][NEUTRAL] Um, we, yeah, we draft once a week, uh, so we draft on the [PII], the [PII], [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can write that on there as well as which which you would prefer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Draft day.
[CUSTOMER][NEUTRAL] So just choose one of those names.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm right.
[CUSTOMER][NEUTRAL] OK, and then when I fill these forms out it's OK to send them together?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The same envelope, OK.
[AGENT][NEUTRAL] Mhm. Or you can email them as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] But if you're gonna send in a check, I would send it with the check, yeah.
[CUSTOMER][NEUTRAL] OK, now what email address does it go to?
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And when you send that, uh, they, they will reply back to let you know that they received it uh so if you don't get a reply back, um, just call and check on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, look for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Reply
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well this answers my question. I just got these letters in the mail and wasn't quite sure what they're before, so I wanted to check.
[CUSTOMER][NEUTRAL] To make sure, OK, well, I think this is all I need to know for now.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] Do you have an online portal?
[CUSTOMER][NEUTRAL] That we
[AGENT][POSITIVE] Uh, yes, yes, we do, um, and it's secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Secure. [PII].
[CUSTOMER][POSITIVE] Public and that's something that I can.
[AGENT][NEUTRAL] You can register with the information verified, but once your policy, uh, right now your policies are showing lapsed or canceled, uh, but once we get them reactivated, you can register and view everything online.
[CUSTOMER][NEUTRAL] Look up my
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, got it, and it was secured. [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, OK, great. OK, well this is all I need to know, thank you so much for your time.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Um, thank you, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Mhm mhm bye bye.