AccountId: 011433970860
ContactId: 73b437cc-b635-449e-932a-37ccc2ab97e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 821919 ms
Total Talk Time (AGENT): 482428 ms
Total Talk Time (CUSTOMER): 249641 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/73b437cc-b635-449e-932a-37ccc2ab97e6_20250224T18:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][POSITIVE] I'm good thank you for asking um I have a broker on the line his name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the reason he's calling is he has some concerns about some groups. Um, he said that a lot of his groups are having trouble with like continuing and like courting a policy and so he's wanting to know the best way I guess to kind of streamline this um he did give me one group number but he did say I guess there's a couple groups so is that something maybe you could help him with?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, what's the group number?
[CUSTOMER][NEUTRAL] The one that he gave me was 25755.
[CUSTOMER][NEUTRAL] It's for center county government. He said it's one of his largest groups.
[AGENT][NEUTRAL] Why are they having problems?
[CUSTOMER][NEUTRAL] He said that when he had talked to us I guess before that they were told, you know, when people leave that they should be getting some sort of communication from us about continuing reporting the policy um he says that they're not getting that and then he was given, I guess a link to forward on to people and they're having problems with that so I guess they're just not receiving the communication.
[AGENT][NEUTRAL] I wonder if that was sales that sent them that link because we don't send links.
[CUSTOMER][NEUTRAL] Oh, yeah, it may have been.
[AGENT][NEUTRAL] Oh, OK. I'm gonna try to help him, but I'm wondering if I need to send him in sales because really when the policy lapsed, they get a letter. If they're not getting it, they need to call us and let us know that that they need a one. I mean, I hate to say it, but it falls on the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] On their lap
[AGENT][NEUTRAL] It falls on the, yeah, it falls on the insured's lap, really. It's the insured's responsibility to
[AGENT][NEUTRAL] You see what I'm saying?
[CUSTOMER][NEUTRAL] OK. Yeah, no, I do.
[AGENT][NEUTRAL] Um, but let me go ahead and talk to him and like I said, I'm wondering if sales gave him a link because I didn't know we had a link to do that.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, so yeah, and he did say when I patch him through, he did say if it's quiet for a second, give it a moment, um, he said, I don't know, sometimes their cell phones are weird, so.
[AGENT][POSITIVE] OK. All right. I've got them. Thank you.
[CUSTOMER][POSITIVE] You're welcome. Thanks, [PII]. I appreciate you. Here he comes.
[AGENT][NEUTRAL] Good afternoon. This is [PII] in the customer service department. How are you doing today, Mr. [PII]?
[CUSTOMER][POSITIVE] Doing well.
[AGENT][NEUTRAL] I've got your information pulled up from one of the groups that you inquired about, and what she was explaining to me is that you're basically calling a day to see about the portability option that's available for the insurance once they leave the group. There's a dilemma as far as they're not getting documentation and they are wanting to port.
[CUSTOMER][POSITIVE] Well, in 3 years I've had 1 client successfully transfer from payroll to direct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is it. So I need to find out what I can do to help [PII]. Good.
[AGENT][NEUTRAL] Well, they
[AGENT][NEUTRAL] Clients, yeah, they do get letters. Um, the letters don't go out until we officially get a notice from the group stating that that person is no longer gonna be with them.
[AGENT][NEUTRAL] So once we get a termination notice, the policies that are portable, they do get an automatic letter that's generated to them. But if the insured is wanting to get ahead of everything, we can send one out to them for portability as well. Um, I was actually trying to look up these policies because some of them already have a portability letter in the certificate and all we need is that back if they're wanting to keep it.
[CUSTOMER][POSITIVE] There there's there's an actual form that I could use to help my clients because I used to want.
[AGENT][NEUTRAL] Yeah, I think it's in their certificate.
[CUSTOMER][NEGATIVE] I got access to a form once before and sent the form in. Nothing happened when I called APL they're like, you sent us a form. We have no idea why you sent us a form. We don't know what to do with it.
[AGENT][NEUTRAL] What was the form that you got?
[CUSTOMER][NEUTRAL] That was like 2 years it was a, it had a banking account information on it.
[AGENT][NEUTRAL] Bank information. OK.
[CUSTOMER][NEUTRAL] So we put the person's information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, address, banking information, and APL is like, yeah, we have no idea why you even send it to us. So it's just that it.
[AGENT][NEUTRAL] If the policy was active, that may be why they said that.
[AGENT][NEUTRAL] Because of course when we get something like that, the policy is active and nobody's called us and said, hey, I did want to keep like the insured because most of the time we get calls from the insured and they say, hey, I don't, I'm leaving the group or I'm retiring, whatever the case is, can you send me continuation information? Um we notate it and send it out then too.
[CUSTOMER][NEUTRAL] So what phone number can a client call to say I'm no longer there? I think I wanna keep it.
[AGENT][NEUTRAL] So that
[AGENT][NEUTRAL] [PII], excuse me, I'm sorry, [PII]. I got so many numbers I know by heart. I'm sorry, Mr. [PII]. [PII].
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that is our customer service department, but I'm trying to pull up one of the policies for these insured and make sure I'm telling you right about.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] And this is for Center County?
[CUSTOMER][NEUTRAL] But what extensions that
[CUSTOMER][NEUTRAL] Yes, what extension should they choose? because that's the number I called and I got we don't know.
[AGENT][POSITIVE] You got you got the care team. I'm sorry about that. Um, that's our first response. We do have a customer service extension, I believe. Let me look it up.
[AGENT][POSITIVE] I've never had it to where we had to call our extension because our customer care team is first response. Bear with me.
[CUSTOMER][NEUTRAL] Yeah, because when they call this number you have to ask for a specific department.
[AGENT][NEUTRAL] Which would be customer service and the extension is [PII].
[CUSTOMER][NEUTRAL] So my clients had called.
[AGENT][NEUTRAL] And we would
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And this should help alleviate some of the issues, OK?
[AGENT][NEUTRAL] Right, because, like I said, if they know they're leaving beforehand, um,
[AGENT][NEUTRAL] And if you they they don't wanna wait around for the group to notify us because that might be what happened it sounds like what's probably happened in that last instance was that we got the information but nobody notified us of it so we don't just assume because we got the information that we're supposed to change it over. Does that make sense? We, we have to have some kind of communication that the insured is aware of what we're doing.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I guess it's just if a broker takes the time to do that paperwork with a client, I would assume the company understands somebody's leaving, but that it is what it is.
[AGENT][NEUTRAL] Um, which, yeah, I mean, me personally, if I'd have got it, I probably would have called and reached out, but there's different scenarios. If you'll just bear with me now I'm still trying to get this policy to pull up and let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the name you gave me, is that somebody that recently left Center County?
[CUSTOMER][NEUTRAL] Yes, um, [PII]
[AGENT][NEUTRAL] What was the last name again? [PII], OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And for him they actually APL gave me uh an email they said if you email this it'll alleviate everything.
[CUSTOMER][NEGATIVE] And the clients like I've, I have not received anything.
[AGENT][NEUTRAL] Did what where did he email it back to?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That email that I was told to use is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that's our central email.
[AGENT][NEUTRAL] OK, I am seeing that we got his email.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] There was a hub request put in. Let me research this a little bit and see what's going on.
[AGENT][NEUTRAL] Was it all three policies he's wanting to keep?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll tell you what I'm gonna do. I'm gonna research that a little bit further. I don't wanna keep you holding. Let me pull this certificate up for his accident and see if that portability form is in fact in there.
[AGENT][NEUTRAL] And if it is, it would be.
[CUSTOMER][NEUTRAL] Cause then they're
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm sorry, it would be what?
[AGENT][NEUTRAL] It would be at the back of the policy if it's in here cause it's actually in the certificate.
[CUSTOMER][NEUTRAL] Because another one we're dealing with is [PII] same account.
[AGENT][NEUTRAL] OK, I'll have to look at hers a little bit more and see what's going on too.
[AGENT][NEUTRAL] OK, there's not one in the group accident. Let me check the wife because I think that's
[AGENT][NEUTRAL] That's the one I'm thinking.
[AGENT][NEUTRAL] And I am showing we did get his email. I'm just gonna have to research because after they get sent to the care team, they get assigned to the department that's supposed to be handling it.
[AGENT][POSITIVE] OK, he does have portability.
[AGENT][NEUTRAL] OK, the term life does have a portability election form included in the certificate.
[AGENT][NEUTRAL] It's on page 22. It states portability, election form, group term life, and what that form basically does is by him submitting that information, it lets us know that he's wanting to continue and we set it up on quarterly, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If he's wanting to do bank drafts so that then we would have to send a different form, which is the bank draft form you have and he they do have access to pull that form on our website as well.
[AGENT][NEUTRAL] Um, but if they don't send anything like a note saying I wish to continue the following policies on monthly draft and they just send us a form, it doesn't really give us an indication of what they're wanting to do. I guess that's probably why it kind of got confusing then too.
[CUSTOMER][NEUTRAL] So what
[CUSTOMER][NEUTRAL] So you're saying there wasn't a continuation of portability on the accident?
[AGENT][NEUTRAL] It's not, there's not a form in the policy, but there is a portability on it. It's just our our term life is the only one that has the form in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, and no, and the way the form states is by them filling it out we can set them up on quarterly, but again if that is not something they want to do, they can attach a bank track form and send that into us. Um, that's actually the only monthly option we, we offer the other method of payments are where we send a direct bill every 6 months annually or quarterly.
[AGENT][NEUTRAL] But they can call us and ask us for a method of payment letter before they cancel.
[CUSTOMER][NEUTRAL] Alright, so I'm logged into my account because I have the accident critical illness.
[CUSTOMER][NEUTRAL] Claim not claim forms both.
[AGENT][NEUTRAL] I don't think it's gonna be on your individual. You would have to go to our AM public secured, no [PII], and it would be where the claims and forms are and it's gonna be the electronic funds transfer form.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I think the only thing you can do, but like I said, they can call us and we can definitely send that information out sooner and again they are supposed to get letters um I'm gonna check on what's going on on these two. What was the second individual's name so I can write her down as well, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], last name [PII]. I think there's only one [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your number the best way to reach you, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 769.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the representative stated you had a couple other groups you had some issues with. Can you give me those group names or?
[CUSTOMER][POSITIVE] If we can get one, if we can get one group taken care of, walk me through how to help my clients.
[AGENT][NEUTRAL] At a time. OK. Right, I understand. OK.
[CUSTOMER][NEUTRAL] We'll be fine.
[AGENT][NEUTRAL] Got you. OK. So I'm gonna look into those two. And if I can't find any information, I'll go ahead and send the method of payment letters, but I will follow up with you on what my results are. Like I said, I am showing that we did in fact get something um for Mr. [PII]. So I'm just gonna check into that and there may not be any additional documentation we need for either one of them, but I will get back to you before the end of the business day, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Sounds good I appreciate your help.
[AGENT][POSITIVE] All right, Mr. [PII], no problem. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Nope, that's all for now.
[AGENT][POSITIVE] Thanks for calling APO and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Yeah, take care.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.