AccountId: 011433970860
ContactId: 97e6cda4-4a45-4784-9b64-5c1115fd4708
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 471690 ms
Total Talk Time (AGENT): 223787 ms
Total Talk Time (CUSTOMER): 231510 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/97e6cda4-4a45-4784-9b64-5c1115fd4708_20250320T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I got a form in the mail a while back, um, asking, um, policy owner request support coverage like when I retire, I guess we can go with me, but I'm confused. I knew I had it's for and I've got one for intensive care and one for cancer and specified disease. I thought this policy was under my husband's.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Employer where he would be the insured and he covered me. I didn't think I had it but it's got me listed so I'm trying to figure out if this is through my husband's employer or through mine because when I fill out the form it does ask for policy owner name and employer so I don't wanna make sure you know it's addressed to me though which is which is odd because I thought I I knew I had this coverage but I thought it was through his work and not mine so.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. All right, miss, uh, may I have your name please and a callback number?
[CUSTOMER][NEUTRAL] It OK it's [PII] and a callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you very much, Ms. [PII]. Um, do you happen to have that policy number available?
[CUSTOMER][NEUTRAL] I do. I have well I have a certificate number, is that what you're looking for? OK, so.
[AGENT][NEUTRAL] Yes, it is the same.
[CUSTOMER][NEUTRAL] OK, one of them is or cert number, whatever that was assume that means certificate, um, one of them is 007.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 08.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 772.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And that's the intensive care.
[CUSTOMER][NEUTRAL] And the cancer policy, the only difference is the last number is a 1 instead of a 2.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, Ms [PII], I was able to find the policy and can you verify?
[AGENT][NEUTRAL] Your date of birth and address for me please?
[CUSTOMER][NEUTRAL] Mine is [PII] and the address is [PII].
[AGENT][NEUTRAL] Perfect. OK, I do see here that the policies, um, as you stated before, were issued where your spouse is the owner of the policy and you are just um a dependent on it, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so but we didn't get paperwork for him like this, which is strange to me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, that's sweet, that is weird.
[CUSTOMER][NEUTRAL] Um, I wonder why it would come to me and do what?
[AGENT][NEGATIVE] Uh, I do think it is weird. Um, it was probably a system, um, error glitch there, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because he is actually retired, well, we both are retiring in about 2 years. Is this something that can be done closer to retirement?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it can be, um, you can go ahead and send the paperwork um and we will keep it and then go ahead and process it, um, according to the date he or you will be retiring.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can we get some in his name as well?
[CUSTOMER][POSITIVE] Cause I think we'll wanna keep this for both of us, you know, once.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] She retired, so the policy owner is [PII]. So the employer name would be his employer, Lincoln Parish School Board.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, [PII]. Yes.
[CUSTOMER][NEUTRAL] OK, OK, that's what I thought even though it says insured me and I was like I think this is through his but um anyway, I got my check stub out I'm like yeah I mean I have some stuff on mine but I'm like I don't think it's that so anyhow, OK, well that makes sense. I was just thrown because I got it um I think I got it in back in November and just kind of put it away till I had time to deal with it and um but we didn't get it for him, which is strange.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, I will, um, advise that from the day that the letter was received, you have a 30 day grace period to, um, make that portability. Um, so if you can go ahead and send it to us.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well then it's gone.
[AGENT][NEUTRAL] It will be um.
[CUSTOMER][NEUTRAL] It's, it's it's way past.
[AGENT][NEUTRAL] Yes, but since the policy is still active, we can still go ahead and process it because we don't want to um lapse the policy and then have you or your husband sign a reinstatement application and more documents. So as soon as you can send it to us, it will be better. Um, I will say that the coverage for the policy we have it as family, um, I do see other dependents, um.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we have.
[AGENT][NEUTRAL] Um, a son and daughter that are still covered.
[CUSTOMER][NEUTRAL] Yeah, I don't, I guess they're still covered. My son is um [PII], he will be [PII] in October, and my daughter's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So they're both still covered.
[AGENT][NEUTRAL] Mhm. Yes, they will be um dropped until they turn [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, so just like regular health insurance then, OK, OK, OK, good deal.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. And um I'm not sure if the um policy premiums were provided. I can provide that to you if you need to list, list them on the application.
[CUSTOMER][NEUTRAL] OK, that's another thing I was gonna ask, like, whenever he does retire, what does it cost us to, to keep this insurance?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To keep it. Alright, so the premium remains still the same, it will not change unless um.
[AGENT][NEUTRAL] Whenever let's say the dependents become over age and they are dropped, then your premium will drop um together with that. OK, but as for now, for the family coverage, the monthly premium is for $36.70.
[CUSTOMER][NEUTRAL] Gotcha. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so if I fill this out, um, is that gonna automatically mean that when my husband retires, he keeps it to like the whole family plan?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that is correct. Um, I do believe that the um page should contain information about what type of coverage you would like to um keep either the family, the, the whole family being covered, or if you would like to keep it just as a couple.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it doesn't say anything about that. It just has my name and what it is and just telling me.
[CUSTOMER][NEUTRAL] Um, that it's offered to keep it should I retire or change employers.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, I guess a different format was issued. But yes, um, you can always let us know what type of coverage you would like to um have and also, um, I will say for the bank draft is the only way that we offer that monthly premium if there's another preferred method as a check. We don't, we don't offer that um monthly.
[CUSTOMER][NEUTRAL] And that's it.
[AGENT][NEUTRAL] A check being sent to us, it would have to be a um quarterly, semiannually or annually payment.
[CUSTOMER][NEUTRAL] OK, but right now, as long as my husband's still working for 2 years, it's paid out of his um check each month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. So you're just talking about like after he retires.
[AGENT][NEUTRAL] Mhm. Yes, after that date. Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] All right. Well, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a nice day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.