AccountId: 011433970860
ContactId: a88f0453-fc7d-4e3c-aaf5-988bab66e8e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 549369 ms
Total Talk Time (AGENT): 299745 ms
Total Talk Time (CUSTOMER): 223690 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/a88f0453-fc7d-4e3c-aaf5-988bab66e8e5_20250306T20:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? This is [PII].
[AGENT][POSITIVE] Hey, I'm doing good. And you?
[CUSTOMER][NEUTRAL] I'm good, thank you. I have a member on the line that she retired on, on the last day of this past month, and she's trying to support her policy. Um, it looks like she's already paying until March, the end of March, but she wants to make sure that she don't have lose um coverage for this one.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] It is 626-369.
[AGENT][NEUTRAL] Martha Excel.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] What's your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] It is the same one in the system.
[AGENT][POSITIVE] All right, I'm ready for it. Thank you.
[CUSTOMER][POSITIVE] OK. You're welcome. Here she comes. Have a good day.
[AGENT][NEUTRAL] You too. Bye.
[CUSTOMER][POSITIVE] Yes. Thank you for holding and being patient for Ms. [PII]. I got Ms [PII] on the line. She's in the customer service department. She's gonna assist you from here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Hi, Miss. Yes, ma'am. How are you doing today, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][POSITIVE] Oh, I'm doing OK.
[AGENT][NEUTRAL] I've got your information pulled up and as the representative explained to me that you are retiring and you'd like to continue your cancer policy directly with us.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And that is something you definitely can do. What we can do is send you a portability letter which basically gives you the payment options that you have available to continue the policy on an individual basis. I will let you know that we don't offer a monthly billing, meaning we don't send out a bill every month, um.
[AGENT][NEUTRAL] But we do offer billing that we can mail every quarter, 6 months to a year, and if you do want to do monthly, we do have an automated bank draft form that you can fill out to do a monthly transaction out of your checking or savings account, and that'll be included in the letter as well.
[CUSTOMER][NEUTRAL] OK, all right, yeah, because that's what I was gonna do. I was just gonna do an automatic draft.
[AGENT][NEUTRAL] OK, and if you have a specific time in the month that works best for you, you can write a note on that form, draft the [PII] or the [PII], whatever works best for you. If you don't, we'll set it up for the [PII] of the month so it'll get drafted between the [PII] and the [PII], which will be the first week of the month.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I think she verified Ms. [PII], but I just wanna make sure since I am gonna be sending you a letter, can you re-verify your mailing address for me, please?
[CUSTOMER][NEUTRAL] Um, it is um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that and that is what we show that we have on file. Um, again, I'm gonna be mailing that letter to you. Included in that letter there's a brief statement that we asked for a premium.
[AGENT][NEUTRAL] I'm gonna ask for it, but it's not really necessary because as of right now you're paid to [PII], so you won't start drafting until April definitely if you get it back to us before the end of this month. If not, you may get another letter from us once the employer notifies us that you're no longer with them.
[CUSTOMER][NEUTRAL] OK. um, OK, so, um, can you, can you not email that information to me?
[AGENT][NEUTRAL] I can email it to you. Yes, ma'am. Now, I won't be able to email it until tomorrow morning, but I can email it to you.
[CUSTOMER][NEUTRAL] Oh, OK, that's fine, that's fine.
[AGENT][NEUTRAL] Um, your email, is it [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me get this down, bear with me.
[AGENT][NEUTRAL] And I'm gonna still put one in the mail just in case. Um.
[CUSTOMER][NEUTRAL] OK, yeah, um, and that's so, so, so the premium's gonna go up.
[AGENT][NEUTRAL] No, Premium doesn't change, your benefits doesn't change, and none of that changes, you're actually paying a family rate of 9141. Um, it's the cancer policy that so that does cover you and a spouse. It doesn't cover children after the age of [PII], but because we don't have couple rates is why you stay with the family, right?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Even though there's no kids.
[CUSTOMER][NEUTRAL] Yeah, that's right. I, I didn't cover my daughter anymore, so.
[AGENT][NEUTRAL] Right. Um, but yes, uh, all of that still the same benefits and premium.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] We just take that amount and multiply it by the number of months if you decide to do a direct bill.
[CUSTOMER][NEUTRAL] OK, well, I'll probably just have y'all drafted every, if it's OK, drafted every month and stuff and that, um, because I'd rather have it, I just rather have it drafted and that way I wouldn't have to worry about because uh the mail is just not reliable as much.
[AGENT][POSITIVE] Yes, that's definitely an option.
[AGENT][POSITIVE] Yes, ma'am. I understand. Yes. I understand completely. Um, so no problem at all. And you can email that back too if you'd like.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So, and I was.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, or either, um, can, I mean, I have the portal, so can it be uploaded on my portal?
[AGENT][NEUTRAL] Um, I.
[CUSTOMER][NEUTRAL] Or does it need to be emailed back to y'all at a certain place?
[AGENT][NEUTRAL] Email, email and fax is OK. I think at one point they did have it to where you could set it up out there, but I'm not sure how it can be done through the portal. You might check and see, but you would have to um kind of fill out a bank authorization form just to make sure everything gets done in a timely manner. I just suggest you can email it back to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right, that'll be fine. I can just email it back to you.
[AGENT][NEUTRAL] OK, and I will include the fax number just in case you decide to fax it if that's more convenient to you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and that, so, OK, well, I was just going to um.
[CUSTOMER][NEUTRAL] Trying to get this done and stuff and that because I knew I would be do another pay due at the end [PII] and stuff and that so I was just trying to get it.
[CUSTOMER][NEUTRAL] And and the works and stuff so that way I wouldn't um I could keep my premiums up to date so.
[AGENT][NEUTRAL] Yes, ma'am. And right now, you are up to date. And even though I'm sending you this letter, until we get an official notification from the employer, nothing's gonna occur. And even still, you have a thirty-day grace period to correspond to that letter. Um, so, again, that's why I was saying if something happened and you didn't respond to my letter, you, you'll get another one and you'll have an opportunity to still continue.
[CUSTOMER][NEUTRAL] OK, well, they probably when they get ready to pay, I mean because I'm the one who did payroll at the office, so probably when they did.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So, and usually the way we handled it at the office was when we got ready to pay the bill, we would just put it on the bill that this person is um no um it's either.
[CUSTOMER][NEUTRAL] Canceling their policy or either they're gonna pay it on their own. It's how we would usually have the office so so the girl that took my place and stuff and that she will just notate on there that um that I'm gonna start paying it on my own. So when she sends that next and so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And once we get that we still go by that procedure. So once we get that notification, that'll let us know. Um, but you are getting a head start on it. So definitely, if you can respond to the email Mar. If not, Monday. Now, you can, um, I'm gonna give you a different email address besides my email address just because it's our central email address for the company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that way just in case I'm out of the office or something, you'll, they'll be able to correspond and take care of it for you as well, OK?
[CUSTOMER][POSITIVE] OK, that's good. OK alright well I appreciate it very much.
[AGENT][POSITIVE] Not a problem at all, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, that is it. and stuff for that. I was just needing to um get that done and that so I can get that taken care of while I was um before the end of the month, so.
[AGENT][NEUTRAL] Yes ma'am, and the email you should get it tomorrow before lunchtime, so just keep an eye out for it. It will be coming from [PII].
[CUSTOMER][POSITIVE] OK alright I appreciate it very much and you have a good week.
[AGENT][POSITIVE] You do the same, Ms. [PII]. Thank you for calling APL and have a wonderful day.
[CUSTOMER][POSITIVE] All right you too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] Yeah, I was.