AccountId: 011433970860
ContactId: ac4611f8-c52d-4b19-ad03-6c39a13d162f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 602950 ms
Total Talk Time (AGENT): 307401 ms
Total Talk Time (CUSTOMER): 218361 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/ac4611f8-c52d-4b19-ad03-6c39a13d162f_20250501T18:24_UTC.wav
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[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, my husband has an American policy, uh, um.
[CUSTOMER][NEUTRAL] Cancer policy, a policy of the American public life policy, and he is about to retire and I had questions about turning this into a uh.
[CUSTOMER][NEUTRAL] Converting it to an individual policy.
[AGENT][NEUTRAL] OK, I can help you with that, but before we proceed, is it possible to get your name and a callback number please?
[CUSTOMER][NEUTRAL] Sure, uh, [PII], will you have to speak to him to do this change?
[AGENT][NEUTRAL] I have to speak to him to get authorization to speak to you, yes, Ms. [PII].
[CUSTOMER][NEUTRAL] Or, or, or
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, here he is, let me give you that authorization.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Hello?
[AGENT][NEUTRAL] Hi, Mr. [PII]. This is [PII] with APL. How are you doing today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Your wife was explaining to me she's got a few questions about the conversion of your cancer policy, so I just wanted to make sure it was OK to talk to her in regards to your policy.
[CUSTOMER][POSITIVE] Yeah, please do.
[AGENT][POSITIVE] All right, thank you for that, Mr. [PII].
[AGENT][NEUTRAL] Alright, Ms. [PII], do you mind giving me your callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And what was the last four?
[CUSTOMER][NEUTRAL] This call is no longer being recorded. I don't know what happened on that [PII].
[AGENT][NEUTRAL] [PII]. OK, do you happen to have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, it is the group policy I have is 13311.
[AGENT][NEUTRAL] And do you have a certificate number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] And what's Mr. [PII]'s first name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], not [PII]. OK, I apologize. Bear with me.
[AGENT][NEUTRAL] And I'm just gonna need you to verify a few things for me, Ms. [PII]. Can you verify his date of birth and you guys's mailing address, please?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] And what's the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can you also verify.
[AGENT][NEUTRAL] The email address that we have on file looks like it may be his work email.
[CUSTOMER][NEUTRAL] That's probably [PII].
[AGENT][NEUTRAL] Thank you for that, Miss [PII]. That is what we have on file. So I have the policy pulled up. How can I help you in regards to the policy being converted?
[CUSTOMER][NEUTRAL] Yes, he's about to retire and so they gave us some information. [PII] gave us some information on all of the um public sectors that we need to contact to change over things if we're wanting to continue.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And we have this uh American public life cancer policy and it said uh we that it was, we were eligible maybe to convert it to an individual policy so I wanted to inquire on how much that would be and what it would tell and all that.
[AGENT][NEUTRAL] Um, so basically you guys can port the existing plan. Um, what we're gonna be doing is you're keeping the same plan design, same benefits, same premium, everything staying the same, we'll just be changing who's responsible for the billing, so it will no longer be billed to the employer, it would be billed to you guys directly. We do have several options that we offer to do the billing um the only monthly option that we offer is an automated monthly bank draft.
[AGENT][NEUTRAL] We will send you a bank authorization form if you decide that you wanna do that, but if not, we can bill you every 3 months, 6 months or to a year for the monthly premium, and it's not gonna be a discount or anything if we bill you rate we just take your monthly rate and multiply it by the number of months for the billing period. I'm showing you guys have.
[CUSTOMER][NEUTRAL] OK, let's just.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I was just gonna
[CUSTOMER][NEUTRAL] Uh, I would probably just wanna do the automated one or automatic or whatever it is.
[AGENT][NEUTRAL] OK, well, I was gonna go ahead and just let you know that I'm showing you guys have a family plan. Um, it's considered family because we don't have couple rates even though it's just you and Mr. [PII] on the coverage and you guys' premium is 5350 a month, so that's gonna stay the same. What I can do, Ms. [PII], is go ahead and mail a method of payment letter to you guys. You will get it in the mail within 5 to 7 business days and it will also include that bank authorization form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so we'll just do the bank authorization.
[CUSTOMER][NEUTRAL] And we'll, and that'll just be converted over.
[AGENT][POSITIVE] Yes, ma'am. And everything will be the same. Let me go ahead and give you the policy number so you will have that in case you need it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Just let me know whe[PII] you're ready. OK. 00.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 74.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 28
[AGENT][NEUTRAL] 90.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 00742890.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is correct. And again I'll be mailing that to you. You should get it in the mail within 5 to 7 business days. When is the last month of retirement, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, he is.
[CUSTOMER][NEUTRAL] Actually gonna be uh retiring in June.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] I think we're wanting to go ahead uh uh.
[CUSTOMER][NEUTRAL] When are they stopping payment on what when does this stop payment? OK.
[AGENT][NEUTRAL] So I was just gonna mention that the, the letter does ask for one month um whatever month that he's.
[CUSTOMER][NEUTRAL] What we're
[AGENT][NEUTRAL] Not gonna be paying on it if you wanna go ahead and send it, it sounds like to me they'll be paying in May and June. Did I hear him saying until the end of June?
[CUSTOMER][NEUTRAL] Yeah, uh, the deal is we are, we have the option of withholding everything that's normally withheld in the next couple of months or just the health insurance so we may want to pay uh June.
[CUSTOMER][NEUTRAL] On our own.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well I'll just go ahead and list June on there and then if you pay June we can start the draft in July, however you guys want it. Now if you don't give us a specific draft day, we'll set it up for the [PII], which will technically come out on the [PII] because we actually draft for the dates on the [PII] day of the week and the dates that we draft are prior to that [PII] day, so our draft generally runs on the [PII], the [PII], and the [PII], and of course the [PII] after that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but again, if you don't tell us a specific time that works for you, then we'll just set it up for the [PII], and I just wanted to know what month so I could specifically put that in that letter, but if it's not gonna be until the end of June you guys do have until the end of June to get that letter back to us or if you'd like you can go ahead and send it back this month, whatever.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my, my husband is gonna go talk to his financial people today and I don't know if.
[AGENT][POSITIVE] You feel comfortable with.
[CUSTOMER][POSITIVE] I know he's we're good through May.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, he is, uh, but, um, but.
[CUSTOMER][NEUTRAL] Mhm, so, uh, but we're just wanting to see about, you know, converting that over, um, because that they can take some deductions and not have to take other deductions and I'm wanting to make sure you know he's this policy stays current.
[AGENT][NEUTRAL] Right, I understand completely. Alright, so I'm gonna notate our conversation, Ms. [PII], and just verify everything that we've discussed that he is retiring. You guys are wanting to continue the policy and just for record, I'm just gonna put that it's expected the premium will be paid by the group until June, but if not, you guys will honor that premium individually and you will be confirming um by sending that information back to us before the end of June.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, yes, yes, thank you.
[AGENT][NEUTRAL] Uh, no problem at all, Ms. [PII]. So again, I'll be mailing this letter out. Probably won't go out in the mail until tomorrow. Keep an eye out for it. You should get it within 5 to 7 business days. Is there anything else I can help you guys with today before you go?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Well thank you Miss [PII] for calling APO and you guys have a wonderful day as well.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] I couldn't hear you.