AccountId: 011433970860
ContactId: aebb9a19-5dc8-4a6a-98b4-928f1d5b2cf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 567979 ms
Total Talk Time (AGENT): 194088 ms
Total Talk Time (CUSTOMER): 276972 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/aebb9a19-5dc8-4a6a-98b4-928f1d5b2cf1_20250428T19:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hello, I'm calling about, I'm interested in, um, portability for my group cancer plan. I'm retiring on [PII] here in a couple of days. So I've actually got um a portability election form in front of me that I guess I got from my group from the third party group. There's a benefits portal, but I just had a couple of questions and I've also got the portability rider in front of me, but I had a couple of questions about the form. Can you help me with that?
[AGENT][NEUTRAL] OK, um, sure, yes, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII], last name [PII]
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh yes, [PII].
[AGENT][NEUTRAL] Thank you, Mswan. And do you have the policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Let me see, there's a group number 25997.
[AGENT][NEUTRAL] OK, let me pull that one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And may I have um your date of birth, mailing address and email address for security?
[CUSTOMER][NEUTRAL] Yes, date of birth [PII], um.
[CUSTOMER][NEUTRAL] Uh, address, did you say?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII] and email is lowercase [PII] then the number is [PII].
[AGENT][NEUTRAL] We have your work email.
[CUSTOMER][NEGATIVE] Oh yeah, oh dear, that won't work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I thought I had changed all those.
[AGENT][NEUTRAL] OK, let me have that new one again so I can change it and update it.
[CUSTOMER][NEUTRAL] OK, so it's the lowercase [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me repeat it. That's [PII].
[AGENT][NEUTRAL] L H
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII], yes.
[AGENT][NEUTRAL] Alright, let me update that.
[AGENT][NEUTRAL] OK. I went ahead and updated that information. OK, and how may I assist you?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] So, um, I guess two questions. The first is that my understanding is that um.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Coverage has to be the same thing that I had into the group plan, which was um employee and spouse, and I guess there's, there's like, it's called an enhanced plan or whatever and it's for is the premium still going to be the 4610?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. Nothing is gonna change. If you decide to keep it, it's gonna be the same policy you had before and it's just gonna stay the same premium and everything.
[CUSTOMER][NEUTRAL] OK, and will the um.
[CUSTOMER][NEUTRAL] Will the plan dates still coincide with the group plan, which is September through August?
[AGENT][NEUTRAL] Yes, that's not gonna change either. It's just gonna have that effective date. It's gonna be from the effective date, um, which this one, it looks like it was the effective date [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, so that that will continue effectively.
[CUSTOMER][NEUTRAL] OK. So, um,
[CUSTOMER][NEUTRAL] So now that I know what the premium amount is um this form.
[CUSTOMER][NEUTRAL] Says submit your first premium with this election form. Well, that's how's it gonna work when I'm gonna email this to you guys or because I think I got an email address something like [PII] so.
[AGENT][NEUTRAL] OK, so let's see, so you're due for April. Yeah, the [PII], because we can, if we get it in time, we can go ahead and draft for the next payment which you will it's gonna be the main payment, but for April, right now April is due, so we're gonna need that one to be sent in and you can send the form by email if you would like, but the check has to be either mailed, well, it has to be mailed.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So the, the April payment that's due will be coming from my payroll department because I'm covered through, you know, through April, so you just, it must not show that that's, yeah, so I'm, I'm active until [PII], yeah, so we just got paid on Friday, yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, so that means that um then we're gonna be drafting starting on May. So you can just go ahead and let us know that the draft date will start in May um and just go ahead and email that information to us.
[CUSTOMER][NEUTRAL] Let me make a note, just a second.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So when
[CUSTOMER][NEUTRAL] When you get the application and I make a note that the you know for the May to be the first month for the premium to be drafted um at some point I'll need to mail a check or you know so that we can you set that up on um bank draft? I think you can.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, yeah, that's why you're gonna make a selection on that letter you have, you make a selection if you wanted to have a draft like what um, what time you if you want it like on the [PII], you should have a, the letter should have a selection there where you can choose how you want to pay for this. If so you're gonna choose that. OK? So once you choose that and send it in, we'll go ahead and set up the system to do what I do.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, perfect, perfect.
[AGENT][NEUTRAL] To just get the payment or I just send you a bill.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. So everyone's a little bit different, so I'm just trying to make all my little notes here and um
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] Yeah, I understand it's OK.
[CUSTOMER][NEUTRAL] Let's see, but
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do you wanna verify that email address that I'm gonna send this to you?
[AGENT][NEUTRAL] Mhm. Yes, uh, it should go to [PII].
[CUSTOMER][NEUTRAL] OK, and just in the subject line just portability election form or whatever.
[AGENT][NEUTRAL] Mhm, yes, that'll be fine.
[CUSTOMER][POSITIVE] OK. OK. I think that's all I need. You've been super helpful and um
[AGENT][NEUTRAL] You want to.
[CUSTOMER][NEUTRAL] I guess, you know, so I've got a few um.
[CUSTOMER][POSITIVE] One of the best benefits of this plan is the, what's it called the wellness and, you know, benefits. So I've got a few things that I've incurred that I would like to go ahead and submit for the period of time that I've been covered under the group plan. So if I send this in and I still
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, to submit those claims that would have been from [PII] of last year through this [PII].
[AGENT][NEUTRAL] Yes, it will be just fine. We don't have timely filing limits for you to submit claims. So if you have any old claims that you need to submit, you can go ahead and do so. Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Is there a, is there a um
[CUSTOMER][NEUTRAL] You know, and I cut off where those claims would no longer be accepted? Is there like a time frame?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No, there's no timely filing limits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's good to know. Um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, I think that's all I needed you've been helpful, thank you. I'll get this sent in and then we'll we'll go from there. Thanks for your help.
[AGENT][NEUTRAL] Mhm. You're welcome. Do you need the policy number by any chance since you didn't have it? OK.
[CUSTOMER][NEUTRAL] Um, yes, that would be
[CUSTOMER][NEUTRAL] Sure, is it the um same as the certificate number?
[AGENT][NEUTRAL] Yeah, it should be the same one. It's the, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Would it be
[CUSTOMER][NEUTRAL] The 2, OK, the 253-362-3.
[AGENT][NEUTRAL] Yes, that's it. Mhm.
[CUSTOMER][POSITIVE] OK, great. Perfect. OK, I think I need to have everything I need. Thanks for your help. Have a good afternoon.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APO. Bye-bye, Miss [PII].
[CUSTOMER][POSITIVE] OK, thanks bye.
[AGENT][NEUTRAL] 9