AccountId: 011433970860
ContactId: 71f5bfc1-acd7-483b-843c-fe81ad71bbe7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280950 ms
Total Talk Time (AGENT): 146895 ms
Total Talk Time (CUSTOMER): 91121 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/71f5bfc1-acd7-483b-843c-fe81ad71bbe7_20250127T17:40_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] Hey, [PII], this is [PII] with the care team, and I just had a super quick question I was hoping you could help me with real fast.
[AGENT][NEUTRAL] OK, what you got?
[CUSTOMER][NEUTRAL] Hey, so I have an insured on the line who mailed in her portability letter. It looks like her policy is paid through till [PII], and it's a dental policy. Um, we still haven't received her portability letter. It does have her check with payments on it, and she just wants to know what her grace period is. She's really worried if it comes in late that, um, that she's gonna miss the grace period and her policy is gonna turn.
[AGENT][NEUTRAL] OK, uh, let me take a look. What's the policy number?
[CUSTOMER][NEUTRAL] You bet you it's 643-734.
[AGENT][NEUTRAL] OK, hold on just a second.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] So her employer has still not notified us that she is supporting her policy, so.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Actually, her clock doesn't start until they notify us, even though she's notified us. We have to get the notification from [PII].
[AGENT][NEUTRAL] Um, first, before that starts, and then once they notify us, she has 30 days. So, um, they haven't notified us yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So her time hasn't even started yet so she mailed us back like we're not even gonna need it because your employer is still paying for her.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, as of right now they, they haven't notified us that they're not going to. No, we just sent out, you know, statements and stuff, so it could be possible that they'll notify us once they get theirs for this month, well, for this coming month. They'll be like, Hey, she's not supposed to be on here anymore and they'll notify us or she can actually reach out to them and be like, hey, I'm trying to support my dental policy, um, can y'all make sure to let APL know that I'm no longer employed?
[CUSTOMER][POSITIVE] OK, that's super cool.
[AGENT][NEUTRAL] Um, and sometimes that'll get the ball rolling too, but yes, the time period does not start until we are notified by the group, um, that they're no longer gonna be paying the premiums.
[CUSTOMER][NEUTRAL] OK, so if we receive her portability letter and then say 2 weeks later the group notifies us, um, can we keep that port or will she have to refill it out?
[AGENT][NEUTRAL] No, we can keep it.
[CUSTOMER][NEUTRAL] We'll keep it on file so that way it's ready to go the moment they do decide to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Mhm.
[CUSTOMER][POSITIVE] Awesome, I will let her know that she's just really anxious about it lapsing and she wants to make sure she keeps her coverage, so I'll let her know that I'll put her mind at ease for sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I understand, uh, because I get a lot of those calls too, but, um, uh, my advice is always to get them to reach out to the their employer and just let them know that they're trying to continue the policy and just ask them if they've reached out, you know, to APL and let them know that they're no longer working.
[AGENT][POSITIVE] So that they can get the ball rolling on, you know, supporting the policy and a lot of times once they do that then we receive the notification like almost immediately so.
[CUSTOMER][POSITIVE] OK perfect I will let her know that I think that'll be wonderful thank you so much.
[AGENT][NEUTRAL] No problem, [PII]. Is there anything else you needed?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is that a general rule of thumb I can use any time someone asks me about, um, about their grace period is 30 days from the notice that we get on the employer group in those notes?
[AGENT][NEUTRAL] Right, if they're on the mode of payment one and it's about the initial portability, yes, they have 30 days from the day that the group notifies us that they're no longer gonna be paying the premiums.
[CUSTOMER][POSITIVE] OK perfect I will try to store that in the big log in.
[AGENT][POSITIVE] All right, well, if you ever have any questions you can always reach out and I'll, I can go over it again, no problem.
[CUSTOMER][POSITIVE] Thank you so much I appreciate you.
[AGENT][POSITIVE] No problem. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.