AccountId: 011433970860
ContactId: a968dbdf-e6f5-4ffe-99d7-2aba3f37532e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163899 ms
Total Talk Time (AGENT): 74628 ms
Total Talk Time (CUSTOMER): 48266 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/a968dbdf-e6f5-4ffe-99d7-2aba3f37532e_20250414T16:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team and um this member, they got a port letter back in I believe January, their policy term January [PII] um let me give you the policy number real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, policy 253-581-8.
[CUSTOMER][NEUTRAL] And so her question is and I talked to, I'm talking to [PII] you verified all of her information, um.
[CUSTOMER][NEUTRAL] She's outside of the port time there's no exceptions to that, correct?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It really depends on when we sent.
[AGENT][NEUTRAL] The documents, let me take a look if we actually sent them in January. If we did, then yeah, she's outside, um, hold on just a second. I just wanna check a couple things.
[AGENT][NEUTRAL] Well, there's nothing scanned in. Why is there nothing scanned?
[AGENT][NEUTRAL] Yeah, this is Higginbotham. Yeah, she's outside the portability period.
[AGENT][NEUTRAL] And no, once they're outside it, yeah.
[CUSTOMER][NEUTRAL] OK, is it?
[CUSTOMER][NEUTRAL] Is there what is it? 30 or 60 days?
[AGENT][NEUTRAL] It's 30.
[CUSTOMER][NEUTRAL] 30. OK, alright, I just wanted to make for sure before I tell her don't bother sending in any information because there's no exception so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, the only thing that, yeah, the only thing what I was trying to check for was every once in a while we'll send out something saying, you know, we haven't received your, you know, um, premiums within the 30 day grace period so we're offering you an additional 30 days, you know, and I wanted to see if that letter was sent out, what was the date of it.
[CUSTOMER][NEGATIVE] Not for this situation.
[AGENT][NEUTRAL] Um, but there's nothing scanned in, so, um, I, I can't say that we sent that, so I would say yes, she's outside the 30 days, so there's nothing we can do at this point.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, perfect. OK, just wanted to confirm that thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] OK, bye.