AccountId: 011433970860
ContactId: a18f281f-0b31-4809-9d67-635995d9cdde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 732080 ms
Total Talk Time (AGENT): 330436 ms
Total Talk Time (CUSTOMER): 167032 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/a18f281f-0b31-4809-9d67-635995d9cdde_20250513T22:44_UTC.wav
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[AGENT][NEUTRAL] On APL, this is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] Doing all right thank you. I've got a member on the line um I actually just called customer service and she was like actually one other thing I was like, OK, customer service again so this time she is wanting to ask about um uh putting her policy over she said I guess her employer had already switched to somebody different but she's been receiving it since she's been out of work um so and I do see on the policy she's got the portability router but um.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] I, you know, I know that's all y'all that is uh 2329682.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you said she's no longer with the group.
[CUSTOMER][NEUTRAL] No, she is still with that employer. Her group had switched to a different carrier. It's a Union Bank.
[AGENT][NEUTRAL] Oh, OK. There's already a term date. OK, I see it. Alright, you can go ahead and send me [PII] to me. Do you have a callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][POSITIVE] All right, I'm ready.
[CUSTOMER][POSITIVE] Of course. All right. All right, thank you. Bye-bye.
[AGENT][NEUTRAL] Good afternoon, [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm doing well, thanks for asking. Got your information pulled up and the representative that transferred you stated that you were inquiring about continuing your coverage with us individually since you're no longer with the group or they switched over, excuse me, they switched over to a new cancer plan.
[CUSTOMER][NEUTRAL] Yeah, so my questions are how would that work? I know right now I'm on a waiver until July, with which that's the time frame I'm supposed to be going back to work. So once I go back to work, either I switch over to the new group or I stay with you guys, and I just wanna know if I'm able if I do stay with you guys if it's gonna be the same premium and how would that work.
[AGENT][NEUTRAL] Right. I understand. So you would be able to port the policy um once they notify us you're no longer with them, you would get a letter generated automatically letting you know that you have these specific options to start the payment directly with us. Your premium stays the same, your benefits stay the same.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, right now your monthly premium is 6152, and that's for you and your spouse. And again, your benefits are gonna stay the same. Once we get the official notice, a letter will generate or you could call back during that, you know, that last month that you're gonna be coming back or right before you go back and say, hey.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know this is what I'm gonna have to do if you guys can go ahead and send me the method of payment letter um basically again we just let you know what options you have. I will let you know that the only monthly option that we offer is an automated bank draft, so we don't send out monthly bills on a monthly basis, but we can do it every 6 months, quarterly or annually.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, and again, we just take the monthly rate and multiply it by the number of months. You're not getting a discount and we're not charging extra or anything. Um, everything's just the same. Um, right now, you're active and paid current. We are showing your own waiver. So it's simply on how you wanna proceed, Ms. [PII]. You just wanna wait it out until you get the letter or just wait until the June and call us back.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah, I'd probably wait till June because I'm gonna talk to them to see what the differences between the two plans are and if it makes sense um to switch or not um because I am familiar with you guys and um and the other question I did have is um what was I gonna ask?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Uh, if I do, if I do go back to work, but it's um part time, because let's say I don't go back full time, would that count towards like waiver pay, like waiver of of the premium still, or is it if I go back to work, it would just stop?
[AGENT][NEUTRAL] If you're released from the physician and we get notification that you're released from the physician, the waiver stops.
[AGENT][NEUTRAL] So it doesn't really go by.
[CUSTOMER][NEUTRAL] But, but what if it's like
[CUSTOMER][NEUTRAL] It doesn't go by whether or not he, he, he only lets me go back to work like a certain number of days.
[AGENT][NEUTRAL] If it's
[AGENT][NEUTRAL] No, I think it's basically once you're fully released, um, but let me, that's kind of something, it's more like a benefits question because of the waiver, but let me see if I can pull up your certificate and see how it works.
[CUSTOMER][NEUTRAL] Like restrictions
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because if it's if the waiver there normally the waivers are done.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, simply by the doctor's diagnosis, him simply stating you're not able to work right now and premiums are not, you know, there's a waiver premium built into the policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't think it's defined by the hours. It's just basically the physician.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But let me make sure.
[CUSTOMER][NEUTRAL] So whether or not I go back, no matter if there's restrictions or not, as long as I go back, I'm assuming that it would stop covering it.
[AGENT][NEUTRAL] Yeah, because, yeah, because the doctors basically releasing you, um, but let me make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm hopeful I can find it on here. If not, I may have to transfer you to claims, but I wanna try to keep from transferring you so much. Bear with me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Still reading, bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, it's not in here.
[AGENT][NEUTRAL] Let me see if I can get someone and see if I can just get them to tell me without transferring you. Do you mind if I place you on a brief hold, Miss? I apologize. Bear with me one moment. OK, thank you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Ms. [PII], are you there?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] I apologize. OK, I found it as soon as I transferred. I'm sorry about that. OK, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It says if while the certificate is enforced and you're not able to work, um, we will waive all premium due due, including the premium of any riders attached to the certificate.
[AGENT][NEGATIVE] Disability must be due to cancer and occur while receiving treatment for such cancer.
[AGENT][NEUTRAL] And you're eligible to stay on, you must, must remain disabled for at least 60 continuous days before the benefit can begin. Um, the big benefit of waiver premium will begin on the next premium due following the 67 days. Let's see, the benefit will continue for as long as the insured remains disabled until the earliest of.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The date the insured is no longer disabled, or the date the coverage ends according to the determination of provisions in the certificate, or the date the coverage ends according to the termination provisions in the rider. So, if he releases you even for half a day, it's considered no longer disabled.
[AGENT][NEUTRAL] So once he released you.
[CUSTOMER][NEUTRAL] Oh, if
[AGENT][NEUTRAL] Yeah, you're, you're gonna, because it says proof of disability, the insurer must provide us proof of disability and is included to the physician's statement with the date of the cancer diagnosis and the date of the disability due to the, when the cancer began and the expected date of when it will end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so, I guess, basically, you know, you just, if you're not able to perform anything, then you're fine. But if you go back half of the day, it's considered that you're not.
[AGENT][NEGATIVE] Disabled completely, so.
[AGENT][NEUTRAL] Um, but again, we would have to get the physician's statement to notify us as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, well thank you for calling APO you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.