AccountId: 011433970860
ContactId: a92ebbba-0523-4c5e-9f11-0d5e573e35ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234990 ms
Total Talk Time (AGENT): 98229 ms
Total Talk Time (CUSTOMER): 95815 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/a92ebbba-0523-4c5e-9f11-0d5e573e35ac_20250318T18:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I have a question about a letter that I received.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have a policy number?
[CUSTOMER][NEUTRAL] Um, I have a cert number. Will that help?
[AGENT][NEUTRAL] Yes, ma'am mhm.
[CUSTOMER][NEUTRAL] It's um 02535231.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Hold on just a moment.
[AGENT][NEUTRAL] OK, as you said, do you mind verifying your date of birth and your address for me, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] And uh can I get a good phone number and your email address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And email is [PII]. [PII].
[AGENT][NEUTRAL] OK. I'm showing your work email. Do you want us to change that or?
[CUSTOMER][NEGATIVE] Well, that's why I'm calling. I, I don't know why I got a portability letter. I'm still employed. I just, um, I did file for FMLA for a week for surgery and there's a pending um intermittently for upcoming cancer treatment, but I'm still a full-time employee, so I don't know why I got this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it, it looks like your employer is going through, going through another company for their cancer policy.
[AGENT][NEUTRAL] And so they're no longer offering this on payroll deductions but um you can um convert it over.
[AGENT][NEUTRAL] To direct pay if you'd like.
[CUSTOMER][NEUTRAL] So when did they change? Because our plan is January.
[AGENT][NEUTRAL] Uh, can you
[AGENT][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so yeah, the letter is dated [PII], but I mean I just got it yesterday.
[AGENT][NEUTRAL] Mhm, yeah, I, I had another call like that this morning that they just received their letter as well.
[AGENT][NEUTRAL] Um, yeah, but they're, they went to another company for their cancer, but you're still within the time frame if you want to.
[CUSTOMER][NEUTRAL] Strange.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so this is for the.
[CUSTOMER][NEUTRAL] Yeah, so this is for last year's coverage then through the employer is like you said they changed for [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. What would be um
[CUSTOMER][NEGATIVE] What would the premium be and what's the coverage? Because I, I was diagnosed with breast cancer in January, so I don't know that it would even.
[CUSTOMER][NEGATIVE] I don't know that I'd be able to draw any benefit from it if I took it over myself.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Let's see, the, the premium is 1197, and I would have to get somebody in our claims and benefits department that could go over the benefits with you. Um, did you take out the cancer policy that they took with the other company or?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I don't think you can have both.
[CUSTOMER][NEUTRAL] OK, that was my next question.
[AGENT][NEUTRAL] Right, um, I would have to check on that for sure, um, and I can give you a call back and let you know what my supervisor says on that.
[CUSTOMER][POSITIVE] OK, yeah, that'd be good.
[AGENT][NEUTRAL] All right. And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, that was it for now.
[AGENT][NEUTRAL] Alright, well let me get with her and I will give you a call back today or tomorrow and let you know what that what she says.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] OK