AccountId: 011433970860
ContactId: 8773b9f9-f369-4800-8b25-a07778ea7392
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146580 ms
Total Talk Time (AGENT): 51309 ms
Total Talk Time (CUSTOMER): 100626 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/8773b9f9-f369-4800-8b25-a07778ea7392_20250306T22:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] Broker Resources. I have a question. Um, I have a person that is, I think our broker is asking me, um, if this person cancels their coverage and they've got, um, accident coverage.
[AGENT][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, do we, do you know if we send out a lapse letter?
[CUSTOMER][NEUTRAL] Or or termination letter letting them know that their coverage is lapsed.
[CUSTOMER][NEUTRAL] That's what he's asking. He's wanting to know if we send them anything out letting them know their policy canceled and if they, I don't think we send anything out saying that they can continue their coverage.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, um,
[AGENT][NEUTRAL] No, I don't think we sent out, I don't believe we sent out any letters, um.
[CUSTOMER][NEUTRAL] OK, I didn't see anything out there. I pulled some other people under this group that were um.
[CUSTOMER][NEUTRAL] Canceled, you know, terminated all the way back to August and I didn't see any letters out there. So I guess if they wanna keep their coverage they just need to call our office and let us know and then we would validate that they're eligible to keep the coverage and set them up on direct bill if that's what they wanna do. Is that how you think the process works? OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's what I was thinking as far as um
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] They're no longer with the group or the group, or they retired or something like that?
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] They're gonna, I guess their employment's gonna turn. I think he said something about this person's gonna turn that on [PII], but he didn't want to term him yet because he didn't understand the process. He didn't know if we would send something out, letting him know he could um keep the coverage um for his accident and critical illness.
[AGENT][NEUTRAL] I'm thinking only if it's, uh, they can port it or
[CUSTOMER][POSITIVE] Right, right, exactly.
[AGENT][NEUTRAL] Or if um what's the other one I know it starts with a C, my brain is not functioning, um, Cobra, right?
[CUSTOMER][NEUTRAL] I know what you mean. Yeah, right, that would be Medli, yeah, but yeah, so this would be on accident and life. So normally they can port those if it's group. So I think he's just trying to understand our process.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, the only way I can think of them knowing that their policy is terminated is like if they were to submit a claim and the claim process is service rendered after the policy terminated, but I don't believe they send out any letters.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK. Yeah, so we don't.
[CUSTOMER][POSITIVE] OK, that's what I thought. OK, well that's what I needed to confirm. I appreciate your time thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Have a great one.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Bye.