AccountId: 011433970860
ContactId: 4d841d05-faa7-416b-8303-2157ba4025e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1064739 ms
Total Talk Time (AGENT): 263338 ms
Total Talk Time (CUSTOMER): 202580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/4d841d05-faa7-416b-8303-2157ba4025e5_20250613T16:59_UTC.wav
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[AGENT][NEUTRAL] [PII], this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and um I just retired from [PII] Primary, and I need to continue the cancer insurance that I had.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not sure how to go about doing that.
[AGENT][NEUTRAL] No problem. Have you gotten any sort of letter from us about continuing it on yet or?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I have not. Um.
[CUSTOMER][NEUTRAL] My last day was uh.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK, do you still have um do you have by chance your policy number? I can take a look at it.
[CUSTOMER][NEUTRAL] I do not actually. I don't even have a an actual policy, uh, uh, written policy. I just, it was just through work and I, it was always payroll deducted and everything, so I never had anything.
[AGENT][NEUTRAL] OK, so we can look it up by your name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for that, [PII]. Give me just a moment here, let me take a look and see what I can find.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then can you verify with me your date of birth and address?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm just looking to see if I need to send you a continuation or if it's through the school board that's what I'm trying to figure out here. I appreciate your patience.
[CUSTOMER][NEUTRAL] Sure, yeah, um, they sent us a, um, a list of phone numbers, uh, for, uh, the portability and conversion.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's how I got this number.
[AGENT][NEUTRAL] When did you say your last date was? It was just recently, correct?
[CUSTOMER][NEUTRAL] Yes, yes, uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is we could put for the end date.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Would it be under CCSB or oh sorry, Citrus County school board?
[AGENT][NEUTRAL] Um, yeah, that does show as the um group on here. I just need to double check the policy certificate to make sure it's eligible for portability. It looks like it doesn't go through them, so let me just check the policy certificate.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] No, since I'm not working with them anymore, then I, I, I have to pay that one on my own.
[AGENT][NEUTRAL] Right, if you wanted to continue it on, it would be something that you could either mail us a check or you could do ACH whatever.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I prefer to mail the check rather than automatic withdrawal.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't think this one, [PII] is portable from what I'm seeing.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It should be.
[AGENT][NEUTRAL] I'm gonna double check on it. I'm, I was reading in the policy certificate to see if I could finding. Let me just um.
[AGENT][NEUTRAL] Have another set of eyes on this. Can you, uh, just hold the line for me one moment?
[CUSTOMER][NEUTRAL] Yeah, the, the paper that I have, it says that the cancer insurance can be continued under the group portability coverage after you have been covered for 12 continuous months, which I have been.
[CUSTOMER][NEUTRAL] And then it gives the contact number.
[CUSTOMER][NEUTRAL] For more information.
[AGENT][POSITIVE] OK. All right, I appreciate that. Bear with me one moment, please.
[CUSTOMER][NEUTRAL] Sure. You are on hold.
[AGENT][NEGATIVE] He's annoy me.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for your patience on that [PII]. So, um, it is actually so what we're gonna do is send you out a letter as far as, um, options on payments and how you'd like to do that going forward and then the portability letter with the policy. I do want to confirm that the mailing address is [PII], correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] All that will be sent out to you as far as like how to continue the policy.
[AGENT][NEUTRAL] And all of that. Did you have questions, concerns about any of it or?
[CUSTOMER][NEUTRAL] Um, I just wanted to know how to, how to pay for it and um how much it's gonna be.
[AGENT][NEUTRAL] So the premium is $3750 a month.
[AGENT][NEUTRAL] And you have the option, you said you prefer to do like bill pay you wanna send a check?
[CUSTOMER][NEUTRAL] Yeah, yeah, because I don't do automatic withdrawal. My, my check only it, it comes like the 3rd frequency of every month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which means it falls on different dates. So I, I don't, you know.
[AGENT][NEUTRAL] Right, OK, yeah, so what we can do then is do you want bill pay where you would get sent out like a bill to your mailing address and then it would have the portion where you would detach it and then put in your check and then just mail it back to us. You can do that.
[CUSTOMER][NEUTRAL] Right, yes, OK, you guys don't have online pay, do you?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We have an online service center if that's something that you wanna like look into yeah.
[CUSTOMER][NEUTRAL] Uh, because if, if I could pay it that way because that, that's how I pay most of my, my bills is online.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So yeah, I mean if you want it.
[CUSTOMER][POSITIVE] And that would be great.
[AGENT][NEUTRAL] It might be easier for me to email this to you, but I can email you like a guide on how to set up the user center and stuff like that if you want.
[CUSTOMER][POSITIVE] That'd be great, yeah.
[AGENT][NEUTRAL] Yeah and then that way you could manage any sort of claims if you needed to make a payment you could do all that also.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just need need a copy of the policy too.
[AGENT][NEUTRAL] Mhm yeah and so that'll all be sent out to you and then um I'll just email you the user guide because that'll be much easier so you can just use that for reference when you're signing up online.
[CUSTOMER][POSITIVE] Right, that would be awesome.
[AGENT][POSITIVE] Yeah, not a problem. Do you have any other questions or concerns?
[CUSTOMER][NEUTRAL] I forgot your name already. I'm so sorry. I forgot your name already. I'm sorry.
[AGENT][NEUTRAL] My name is
[AGENT][NEUTRAL] That's OK. My name is [PII].
[CUSTOMER][POSITIVE] [PII], that's right. That's a beautiful name. I always loved that name.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, thank you.
[CUSTOMER][NEUTRAL] OK, you do you need my email?
[AGENT][NEUTRAL] Um, so I believe we have one on file. Let me just verify that we have the right one here.
[AGENT][NEUTRAL] So it looks like it may be a work one because it's [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, that, that was, uh, [PII], not [PII].
[CUSTOMER][NEUTRAL] Yeah, um, yeah, that was my work email, um, let me give you my my home email.
[AGENT][NEUTRAL] OK, yeah, what's a good home email?
[CUSTOMER][NEUTRAL] It would be [PII].
[CUSTOMER][NEUTRAL] Lisa, L I S S A.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Two S's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So give me about 5 or 10 minutes and we'll get that sent over to you as far as the instructions on how to do the online service center.
[AGENT][NEUTRAL] And then the other stuff is gonna come to you in the US postal mail, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, that sounds awesome thank you so much sir I appreciate it.
[AGENT][POSITIVE] It's been my pleasure. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Did does it give the option of um paying quarterly?
[AGENT][POSITIVE] Mhm, yeah, you can do quarterly or you can do every month. Yeah, uh-huh, absolutely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome. OK, that was my only other question, sorry. OK, thank you so much.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Uh huh bye bye.