AccountId: 011433970860
ContactId: 64a20893-e6f9-4f5f-8c7b-d45d32217a15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 601729 ms
Total Talk Time (AGENT): 281948 ms
Total Talk Time (CUSTOMER): 213753 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/64a20893-e6f9-4f5f-8c7b-d45d32217a15_20250102T15:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am. My name is [PII].
[CUSTOMER][NEUTRAL] And I ported my cancer policy.
[CUSTOMER][NEUTRAL] Uh, I've received confirmation and I'm online looking at my policy number and it was effective the first. Uh, does that mean I can start filing claims on it now?
[CUSTOMER][NEUTRAL] For anything.
[AGENT][NEUTRAL] Yes, ma'am, Ms. [PII], uh, let me pull up your policy real quick and uh just in case we get disconnected, what's a good phone number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And what's your policy number?
[CUSTOMER][NEUTRAL] 2579522
[AGENT][NEUTRAL] All right. Give me just a second, Ms. [PII]. Let me pull that up and then I'll just need to verify some information, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And your current address?
[CUSTOMER][NEUTRAL] Uh, it's still [PII].
[AGENT][NEUTRAL] All right. And can you just confirm that zip code for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. Um, the phone number you gave me as a callback number today is different than the phone number we have on file. Um.
[CUSTOMER][NEUTRAL] OK, that's my daytime number at work. The other number would be [PII].
[AGENT][POSITIVE] All right, perfect. And the last thing I need is your uh email address.
[CUSTOMER][NEUTRAL] Oh, it'll be my [PII] [PII].
[AGENT][POSITIVE] All right, Ms. [PII]. Thank you so much for verifying all that information for me. Let me take a look at your policy. Give me just a moment.
[CUSTOMER][NEUTRAL] Because our employer didn't renew with y'all, so I ordered it.
[AGENT][NEUTRAL] OK. Yes, ma'am. It is active, so you can, uh, go ahead and file any claims that you have to file.
[CUSTOMER][NEUTRAL] OK, the first, well, I'll go to my oncologist tomorrow, so, all right, and I may have misunderstood, but I had been told that the accident policy was also portable, but I've not received anything on that and I've not received any paperwork or anything.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, to take care of that and port that one as well.
[AGENT][NEUTRAL] OK. Let me take a look, Miss [PII]. Give me just a moment, OK?
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do see a portability rider on that accident policy. Let me see if anything has been mailed out to you. The portability um papers for your cancer policy, did you get those in an email or in the mail?
[CUSTOMER][NEGATIVE] I never got anything in the mail. [PII] sent me what I needed because that's one thing I did not want to lapse.
[AGENT][NEUTRAL] OK, yes ma'am. Alright, let me check out the accident policy for you. Give me just a moment. Let's see.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] I know I should be receiving my uh updated policy packet on the cancer, but I have not gotten it yet.
[AGENT][NEUTRAL] Uh, yes, now I'm not sure when they're gonna be sending those out, uh, since that was, um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Something new that we were doing, um, it has to go through compliance and all that stuff before they can actually send out the paperwork uh for the policy certificate. As soon as that has been um approved and completed, they will send them all out for you.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I'm just looking over your policy certificate for that um accident. So give me just another moment. I apologize, it takes a minute.
[CUSTOMER][NEUTRAL] Hey, that's OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, I do apologize you haven't received the portability for this accident policy. It does look like it is portable, so I'm gonna get that sent out to you today by email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that we can get that ported for you, OK?
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] No problem, Miss [PII]. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] That's it now I I do have one quick question I'm looking on here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's showing my cancer policy uh that was paid on this past year was 2292972 as the policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it's showing I was given a new policy number as of this past [PII], which I do not know why.
[CUSTOMER][NEUTRAL] That is weird
[AGENT][NEUTRAL] OK, yes ma'am. So, um, with the policy ending in 2972, um, there with the guidelines on that policy, if the group decided that they no longer wanted to um keep their policy with us, even if you ported, you would lose your coverage. So.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That one's to be effective to [PII].
[AGENT][NEUTRAL] No ma'am, we actually changed that um in September and then if you ported then you got a new policy issued under the trust so um so that you could keep it so the guidelines of the 2972, you could port that policy, but if the group decided they no longer wanted to uh do business with APL you would lose it.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] So we fix that.
[CUSTOMER][NEUTRAL] OK, that's what [PII] did, mhm.
[AGENT][NEUTRAL] Yes, mhm, so it's a good thing we, we fixed that when we issued you the new policy in September, we fixed that so that you could still keep your policy even if your group decided to leave. So that's what that policy that was issued in September, that's what the change was there. There was no other change that was the only change made.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and so that you were able to get this new policy that we issued effective the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that was what, well, and I didn't have to file any claims after September because I'd already um.
[CUSTOMER][NEUTRAL] Filed what I could before then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so, OK, right, I just thought that was really strange. I'm like, wait a minute.
[AGENT][POSITIVE] Yes, ma'am. I'm sorry for the confusion. Yes, you, you don't have a lapse in any of your coverage. You had you had consecutive coverage, um, from your first policy to this one. So you did not have a lapse. Everything, everything is good.
[CUSTOMER][NEUTRAL] It didn't terminate to [PII].
[CUSTOMER][NEUTRAL] Hey, that's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, I've had coverage since [PII]. So, all right, thank you so much for taking.
[AGENT][POSITIVE] Yes, ma'am. We, we got you on there since [PII].
[CUSTOMER][POSITIVE] Yeah. Thank you for taking my call and for your help. I appreciate it.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] That's all for now. I'll be looking for my email with the accident information.
[AGENT][NEUTRAL] All right, well.
[AGENT][NEUTRAL] All right, I'll get that sent over to you today, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] Arriving
[CUSTOMER][POSITIVE] You have a blessed day as well. Bye-bye. Uh-huh.
[AGENT][POSITIVE] Thank you. Bye-bye.