AccountId: 011433970860
ContactId: ae904a1b-4793-4c2d-81f0-3c7047fc37c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88260 ms
Total Talk Time (AGENT): 43147 ms
Total Talk Time (CUSTOMER): 43081 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/ae904a1b-4793-4c2d-81f0-3c7047fc37c9_20250123T17:53_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][POSITIVE] And I'm sorry, I could have cut you off, but you're just so sweet. I was just, it just relaxed me to say all that.
[AGENT][NEUTRAL] What you got there?
[CUSTOMER][NEUTRAL] 4,0005s um.
[CUSTOMER][NEUTRAL] There's no portability for the indemnity policy, correct?
[AGENT][NEUTRAL] That is correct. It's True Group products. So once you leave the employer, you're no longer eligible for it.
[CUSTOMER][NEUTRAL] That's what I needed to verify. I didn't think so and that's on all the HIs, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's what I needed to verify. I didn't see a portability clause and.
[CUSTOMER][NEUTRAL] Sometimes I just get everything.
[AGENT][NEUTRAL] Now, the new HI 17, I think some of those do have a portability clause, but the, the old ones, HI 40005, GOB HI10.
[AGENT][NEUTRAL] The GOB check and 10 can be ported through UTPA but not directly through as the rest of them.
[CUSTOMER][NEUTRAL] Got you. I think those ones or whatever.
[AGENT][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] Maybe have a portability clause.
[AGENT][NEUTRAL] Yeah, that's what I'm saying that the newer ones might have, but the old ones don't.
[CUSTOMER][NEUTRAL] That's what I just needed to verify. I appreciate you. I don't need to transfer. I just wanted to be sure.
[AGENT][POSITIVE] All right, love. Let me know if you need anything else, and I hope you have a good day.
[CUSTOMER][POSITIVE] You too, [PII]. Good to talk to you. Take care. Stay warm. Bye-bye.
[AGENT][POSITIVE] You too, hon. You too. Bye-bye.