AccountId: 011433970860
ContactId: 83ee8cde-4f09-4142-bb2d-b5e90dc0f450
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413179 ms
Total Talk Time (AGENT): 211598 ms
Total Talk Time (CUSTOMER): 139599 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/83ee8cde-4f09-4142-bb2d-b5e90dc0f450_20250604T13:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team. I have someone on the line who said, and I, I'm calling because I also want to get um some more information and learn myself because I'm new at this. Um, I have a person, uh, policy 2578028.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The policy lapsed on [PII], but she just got a letter in the mail.
[CUSTOMER][NEUTRAL] Um, on the [PII], saying she can support her policy, but when I read the writer, it's only 30 days after termination, so I'm, I'm wanting to know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so we actually, we just terminated the policy on [PII], um.
[CUSTOMER][NEUTRAL] Why she was just getting it.
[AGENT][NEGATIVE] Let me see, it looks like it's only paid to 111. It looks like we don't, we never actually received any premium on the policy. Let me double check suspense, um.
[CUSTOMER][NEUTRAL] Oh, OK, cause I.
[CUSTOMER][NEUTRAL] I didn't know if this is normal because I saw a policy certificate for [PII].
[AGENT][NEGATIVE] Yeah, it was issued and it looks like it stayed active each month but we lapsed it um on [PII] because they weren't paying premium on it.
[AGENT][NEUTRAL] Um, let me double check and make sure we don't have anything in house to apply. Um, I feel like it would have been applied if we did, but let me just double check.
[CUSTOMER][NEUTRAL] OK, yeah, because she wants to know about porting her policy and the guru card still says to to transfer it to you guys, but I just wanted some clarification because I've never seen it where we got gave them a letter this late and then the policy still shows it's confusing.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So we don't have any premium in house so the group was not sending the premium for her so that's why her policy lapsed with the group.
[CUSTOMER][NEUTRAL] Oh OK so she's still able to um port it since we were showing.
[AGENT][NEUTRAL] I believe so. Let me, let me double check, um, that the porting is still kinda new to me. Let me double check. Give me just a second.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] And thank you for doing this. I know we're not supposed to call you or transfer calls to you guys anymore, but I've never seen one where it was this, um.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Different
[AGENT][NEUTRAL] I know, I understand. I don't mind looking um see.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I might need to ask [PII] because um [PII] looks like it's in a call.
[AGENT][NEUTRAL] Uh, I mean if we sent the letter I'm pretty sure she should still be able to port the policy, but if she ports, I think she's gonna have to pay all of that back premium, um, but I just wanna make sure, um, let me ask [PII] real quick I just with it being so far back I just wanna make sure.
[CUSTOMER][NEUTRAL] Yeah and I didn't know either because.
[CUSTOMER][NEUTRAL] Never seen it like that.
[AGENT][NEUTRAL] OK, let me see what [PII] says.
[AGENT][NEGATIVE] OK, [PII]'s typing back so hopefully it won't be too long. I hate to keep them on hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Me too, but I, this one.
[CUSTOMER][NEUTRAL] It's like when you're new, it's like they, yeah.
[AGENT][POSITIVE] I know. I'd just rather be sure, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Because I got a lot of training where they were like, well, you'll probably never get this one. You'll probably get this one maybe 4 times a year and then boom there was a week where I got all the ones that were never I was like, is this, is this hazing? I'm so confused.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEGATIVE] My brain like hurt after that week.
[AGENT][NEUTRAL] I know, so yes, she can still port, so we go by 30 days from the date of the letter. So we just sent the letter out so she has time. She will have to pay all of the back premium and pay it current though, but she can still port her policy.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would you like me to transfer her to you so you can um help get her set up with that or see if she wants to because I know we're supposed to transfer to you but I don't know what for.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] Let me see. Oh, she came back and said that it was a high policy.
[AGENT][NEUTRAL] Uh, let me see if she's gonna elaborate.
[AGENT][NEUTRAL] Oh, so she said since it's a high policy, a hospital indemnity, OK, sorry, she, she looked at it more and she said with it being a hospital indemnity policy, um, and they never paid any initial premium, that means the policy never went into effect, so it they actually are not going to be able to port it since the group never paid.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] In like absolutely any premium on it it does it's not portable.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, I know that was confusing.
[CUSTOMER][NEUTRAL] Um, I will let her know.
[CUSTOMER][NEUTRAL] OK, so I just tell her that the group never they, they quit paying the premium and so the policy lapsed.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So what you can tell them is that we never received any initial premium from the group, um, so with, with that being said, you know, we have to receive the premium from the group for the policy to go into effect and since no premium was never was ever paid the policy was never effective so that makes the policy not portable so she won't be able to keep her policy.
[AGENT][NEUTRAL] She can if she wants to like dispute that or anything she can get with her employer if she's saying that maybe they did take the premium you know she can get with her employer, you know they would have to provide that information to us.
[CUSTOMER][POSITIVE] Alright, I'll let her know thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well I will let her know thank you.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Bye.