AccountId: 011433970860
ContactId: ac9a2ef0-804f-4220-b107-beb13b871b57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 706080 ms
Total Talk Time (AGENT): 411145 ms
Total Talk Time (CUSTOMER): 243812 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/ac9a2ef0-804f-4220-b107-beb13b871b57_20250513T15:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have an insured on the phone. She's stating that she's retiring from her group soon and wanna know how to keep if she can keep her policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. I can sure help her with that. What is the policy number?
[CUSTOMER][NEUTRAL] 252-254-4.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I verified all her information.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, I have it.
[CUSTOMER][POSITIVE] Awesome, uh, thank you have a great day.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Hello, good morning, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that you are requesting information about um reporting your policy. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. Um, may I ask, um, in which state are you retiring?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, all right. And in which date or um what would be your last day, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It'll be my uh probably [PII].
[AGENT][NEUTRAL] OK, it is in June. All right, that gives us a window to um be able to mail the portability documents to you, but I can email them as well, um, and you will be receiving that email um same day, which I can just work with it today. Um, do you have any questions about the premium coverage that I can help, anything?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do, I do currently with my employer my premium for the cancer policy on on me and my husband and my son is almost turning [PII] so I'm thinking that he needs to be, he's gonna be off anyway very soon, um, so it'll just be for me and my husband but currently we're paying $64.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $64.48 a month. I want to get the rate on what that's gonna be.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] As we, the portability of it so.
[AGENT][NEUTRAL] Alright, um, let's see really quick. So we still have April is paid for May.
[AGENT][NEUTRAL] Still pending, let's see, really quick.
[AGENT][NEUTRAL] Let me just a second to pull up the rates right here.
[AGENT][NEUTRAL] All right, I'm looking up for the rates here. And for the plan that you have, um, it will go down for employee for you and your spouse, it will go to $61.40.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Is that the portability price of it?
[AGENT][NEUTRAL] Um, yes, if you port it with, um, just you and your husband, yes, that will be the premium amount. If you want, um, the premium amount won't change, um, after you port it, um, it will remain the same, it won't go up. I can assure that. Um, if you just decide, mhm, that is pretty good. Now, if you decide to port it just for yourself, um, the rate is for
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is great.
[AGENT][NEUTRAL] $34.30.
[AGENT][NEUTRAL] Just covering you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, we would, we would want to go ahead and and do both of us, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Mhm.
[CUSTOMER][NEUTRAL] And so walk me through what I need to do.
[AGENT][NEUTRAL] OK, for the portability letter, mhm, I can go ahead and email it. Well, it will take me a little bit since I will be typing it. Um, let's see. Do we have any email on file? Was the email on file a good email to use?
[CUSTOMER][NEUTRAL] You said you would email me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is, but since I'm not going to be working there, you know, past June.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I'm, I wonder if I need to start giving everybody a new email because it's my work email.
[AGENT][POSITIVE] Mhm, yes, um, I can.
[CUSTOMER][NEUTRAL] I mean but for right now the portability can be, you know, but on that paperwork will I be able to give all the new instructions for a new email and a new um like withdrawal out of my bank account and things like that?
[AGENT][NEUTRAL] OK. Mhm, yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, yes, the portability letter that I will be.
[CUSTOMER][NEUTRAL] OK, well let's just use the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, you go ahead, go ahead.
[AGENT][NEUTRAL] Um, for the portability letter that I'll be sending, it will list the premiums, um.
[AGENT][NEUTRAL] That you can pay, um, I will be calculating the annual semi-annual quarterly, um, premiums if you decide to go directly, which I, I guess you already said um that you would like it to be bank draft, bank draft, we do have the monthly premium that you can pay um directly like direct bill we don't have that option. It's only quarterly, semiannually and annually.
[AGENT][NEUTRAL] Um, but I will go ahead and list um those premiums in the letter. Um, it will have attached the electronic funds transfer where you can enter all your bank information for um you to um provide to us so we can take the premiums. um, on the same email you can state since the form doesn't really have um.
[AGENT][NEUTRAL] Uh, a way to say I want to pay uh monthly, um, semiannually or quarterly. It really doesn't tell if you would like to prefer or anything else than monthly, you can write it in the email. Um, also the email, you can um write down the new email address as well.
[CUSTOMER][POSITIVE] OK. All right, great.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, and that's all what the letter will have. Mhm.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] OK, so when will that um.
[CUSTOMER][NEUTRAL] Um, what, how do I say this? Um.
[CUSTOMER][NEUTRAL] Do I
[CUSTOMER][NEUTRAL] Does the district provide you guys uh my last date so I know when the new.
[CUSTOMER][NEUTRAL] Uh, you know, uh, I don't know how to say it, the portability begins.
[AGENT][NEUTRAL] When they um, they really don't do, we notice once we stop receiving the payments, um, so that's why I was kind of asking, uh, when are you retiring, because, um,
[AGENT][NEUTRAL] Let the district will still, let's see, pay for May, I would guess in for June probably, so you can stay on the email um set up or we can change it that will be, if they pay for June it will start in July.
[AGENT][NEUTRAL] That's when we will start to um withdrawing all these premiums from your bank account that one would it be because we really don't have um we don't receive dates from the district. We just notice once we stop receiving payments. Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. Well, I was just told not to let this policy lapse at all. And so this, this particular uh way that we're doing it will ensure that.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] Um, yes, uh.
[CUSTOMER][NEUTRAL] If I go ahead and get all of the paperwork back to you guys quickly.
[AGENT][NEUTRAL] Um, well, you do have, let's say the
[AGENT][NEUTRAL] District stops will stop paying June. You have, if they pay for the month of June, the last day of coverage that will be.
[AGENT][NEUTRAL] June, how many days does it have? 30, 31, 30. So you will have 30 days from there to send us that um paperwork saying that you um want to continue the policy, but if we receive it sooner that that is great because sometimes um we do have to um transfer the information from to a new policy sometimes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it gives us kind of like a window. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Mhm. Well, I prefer to do things very early. I don't like things.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That could not be
[AGENT][NEUTRAL] Last minute trying to figure everything out, yes, it is understandable. Yes, but um mhm um I will go ahead and work in the email um in the letter um it will have the email address listed where you had to send it back for processing. um and we do have a way to set it up to just start right away after you, um, let's see, after you finish or you are um.
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your last day of coverage from the district or you can just say, oh, my last day um is [PII], so um my portability will start, that will be July, so we will set it up for July to draft.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, perfect. Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, well, that sounds good. I always, I've had to deal with you guys for, for many years and every single time it's a great experience.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is great.
[CUSTOMER][POSITIVE] Y'all are always so helpful and so simple to deal with, so I appreciate that.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're very welcome. I'm glad to hear it.
[CUSTOMER][NEUTRAL] OK. Mm.
[AGENT][NEUTRAL] All right, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, so I'll just wait on your email.
[AGENT][NEUTRAL] Mhm. It will take you about 15 to 30 minutes.
[CUSTOMER][NEUTRAL] I'll just wait on your email and then.
[CUSTOMER][NEUTRAL] Sure, sure. And your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What did, what did [PII]? OK. And you're, um, and it'll just be from American Public Life, this email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, the email will come from a care team, a general email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well that sounds great. um I will certainly call if I have any more questions as I fill it out.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. All right. Thank you very much for calling us, Ms. [PII]. You're welcome.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII].
[CUSTOMER][NEUTRAL] Uh-huh. OK. All right, bye-bye.
[AGENT][NEUTRAL] Bye bye.