AccountId: 011433970860
ContactId: 9a105c50-27c4-4bc7-8d60-de302df99b78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 545880 ms
Total Talk Time (AGENT): 305741 ms
Total Talk Time (CUSTOMER): 155867 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/9a105c50-27c4-4bc7-8d60-de302df99b78_20250319T17:44_UTC.wav
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[AGENT][NEUTRAL] Afternoon, 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 this afternoon?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][POSITIVE] Good, thank you for asking. I have an insured on the line. Her name is [PII], and she wants some information about porting her policy, if you could help her.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 1289118.
[CUSTOMER][NEUTRAL] She did say that she did get a portability letter from us, but it's strange because she says she just got it and it's dated back in December. So I'll be honest, I don't even know if she could still continue this on.
[AGENT][NEUTRAL] Something happened with this group and they just, they just, this group literally just are getting their portability letters. I don't know why. I was just informed of it yesterday, but it's Higginbotham.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But yeah, she's fine. Um,
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] What's your callback number?
[CUSTOMER][NEUTRAL] Uh, callback number is going to be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she does also wanna look at continuing on her cancer, so the accident and the cancer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you did verify everything.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am. Mhm.
[AGENT][POSITIVE] All righty, I'm ready for.
[CUSTOMER][POSITIVE] OK, thank you. I appreciate you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Here she comes.
[AGENT][NEUTRAL] Good afternoon. This is [PII] in the customer service department. How are you doing today, Ms. Right?
[CUSTOMER][NEUTRAL] Doing OK and you?
[AGENT][NEUTRAL] I'm doing well thanks for asking. Got your information pulled up and the representative that transferred you stated that you just got your report letter and you're wanting to see what you have to do to continue the coverage with us.
[CUSTOMER][NEUTRAL] Yes ma'am, just wanted to see what the actual premium was. They always deducted it directly out of our paychecks and so I don't even remember how much I paid them a month for it and then wanted to see the letters dated [PII], but it the postmark date of the envelope was [PII] and it just got here.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, and I do apologize, yeah, for the confusion. Um, we had a technical issue and we just realized that you guys didn't get your port letters, so unfortunately, that's why they're just going out, um, but yes, you are.
[CUSTOMER][NEUTRAL] At the beginning
[CUSTOMER][POSITIVE] OK, that makes me feel better. I thought so the mail's been bad, but it hasn't been that bad.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I, I know the mail is taking longer than usual nowadays, um, but yes, you're still within your rights to continue this coverage. If you wanna keep it, we just need you to fill out that port form and um we're offering a bank authorization. We can do that once a month. You can do it a specific time of the month if you want, if you want to put on their police draft on such and such day. Um, now, since we did just get these letters out.
[AGENT][NEUTRAL] The policies are only paid to January. um, you can pay the back premium so you won't have the lapse in coverage and that'll bring you current. You can send us a check or money order or we can set it up to draft, however you'd like, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To answer your question. Uh-huh.
[CUSTOMER][NEUTRAL] I only got it on the accidental 3. I didn't get it on the critical illness.
[AGENT][NEUTRAL] OK. And I was fixing to look on that for you, but I wanted to answer your question on your, on your um group accident plan. You have couple coverage and your premium is $1447 a month for the both of you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] And you said you only got that letter, you didn't get any other letter?
[CUSTOMER][NEUTRAL] I didn't. I haven't yet anyway. It may come in the next week or so.
[AGENT][NEUTRAL] OK, let me take
[AGENT][NEUTRAL] Yes, ma'am. Hang on just a moment.
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Because I think y'all had the hospital insurance, the critical illness, and the accident injury. Now I don't need the hospital insurance, but I, I would like to look at the accidental injury and the critical illness.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Pull that up.
[AGENT][NEUTRAL] Actually, it was accident, cancer, and hospital indemnity. Let me see if the group did get critical illness.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEGATIVE] I think it seems like it was cancer and heart.
[AGENT][NEUTRAL] The group didn't have critical illness. They just had cancer, accident, hospital indemnity.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, are you wanting to keep your
[AGENT][NEUTRAL] Cancer policy?
[CUSTOMER][NEUTRAL] How much was it?
[AGENT][NEUTRAL] That included you and your spouse, and that was 3950.
[AGENT][NEUTRAL] A month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I think I would.
[AGENT][NEUTRAL] OK, what I'm gonna have to do is send you a portability letter. It's the same thing, well, it's a little bit different because it's a cancer poli[PII]. What we basically are doing on those is converting you guys to an individual plan, but you're keeping the same premiums, same benefits, all that's the same. It's just reporting you over to the new individual plan that way you don't have to go through this again. Um, a lot of times the way the policy stated is the group cancels the master.
[AGENT][NEGATIVE] You have the option to pour and so that's why we're having to do this, but the group didn't cancel with us it's just they canceled, well they did cancel with us.
[AGENT][NEUTRAL] I wonder
[AGENT][NEUTRAL] I think you should still be able to keep it, Ms. [PII], but let me double check with my supervisor. I can email you and mail you the information. Can you verify your email address for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] And that is what we have on file. All right. So I'm gonna look into that and I also have your callback number. I'm just gonna check with my supervisor. And if that's the case, I can email you that form and definitely mail it. But in the meantime, definitely fill out that accident form that you got cause you do have 30 days, and after those 30 days, you will not be allowed to get that back, to continue that if we don't get that back from you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so do I need to overnight it to you then, or?
[AGENT][POSITIVE] No, you're fine on that. You can just, you can fax it or email it. Like I said, if you wanna pay the back premiums, you can put a note on there that we can draft you current, and that'll suffice as well instead of you having to mail a check or money order.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me give you that total amount for the 3 months just so you'll know.
[CUSTOMER][NEUTRAL] 4341.
[AGENT][POSITIVE] I believe so, yes, ma'am, that is correct.
[AGENT][POSITIVE] And I will call you back today and let you know what I find out either way and of course send that by email so we can get it to you faster.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I can email this back to you then I don't have to.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Overnight I was kind of do them all together.
[CUSTOMER][NEUTRAL] Um, but.
[AGENT][NEUTRAL] Yes, you can do that too if you wanna wait until you hear from me, that's fine. Let me give you our email address. I don't think that information is on there. I think it just has the facts.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] The email is gonna be care, [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right, Miss. My name is [PII] and I'm in the customer service department. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] I think that'll do it for now.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL. You have a wonderful day as well.
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][POSITIVE] Thank you. Bye.