AccountId: 011433970860
ContactId: b56134be-51a7-4a17-8493-0aa248ada0c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 781210 ms
Total Talk Time (AGENT): 403879 ms
Total Talk Time (CUSTOMER): 361875 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/b56134be-51a7-4a17-8493-0aa248ada0c5_20250106T20:12_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. Hey, I've got Miss [PII] on the phone. Uh, her policy number is 242-5791.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] She is calling because she spoke to [PII] earlier about her policy and being able to support her policy, but she's also received.
[CUSTOMER][NEUTRAL] A payment from us, a check from us state and she said the check is to reimburse her for premium, and she said that she doesn't know if she needs to send the check back to us because [PII] told her that she was she can um fax in the paperwork to us as long as she gets it turned in by [PII], although [PII]'s notes say the [PII].
[CUSTOMER][NEUTRAL] So I was calling you guys to help her further as far as what she needs to do with the check that she's received.
[AGENT][NEUTRAL] Hang on, I'm reading notes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, you got it pulled up already? I didn't even give you the policy number yet.
[AGENT][NEUTRAL] He did, didn't you?
[CUSTOMER][NEUTRAL] Did I? It's 242-579-1.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Well, girl, I don't even remember.
[AGENT][NEUTRAL] You didn't realize you you gave me the number.
[CUSTOMER][NEUTRAL] I guess it's just, I guess it's just become habit.
[CUSTOMER][NEUTRAL] That muscle memory.
[AGENT][POSITIVE] Thank you. It's all right.
[AGENT][NEGATIVE] Oh, we got returned.
[AGENT][NEUTRAL] OK, that's why she's doing an extension. Yeah, she'll have to send that back. All right, what's your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[AGENT][POSITIVE] All right, I got it. Thank you.
[CUSTOMER][NEUTRAL] OK. You're welcome, [PII], bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Good afternoon, Miss [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing great. How are you doing, [PII]?
[AGENT][POSITIVE] I'm doing good as well thanks for asking. I've got your information pulled up and the representative that transferred you stated you had a question about a reimbursement check that you received.
[CUSTOMER][NEGATIVE] Yeah, because they, they canceled my insurance and I didn't get a letter or nothing which back, back about 6 months or 5 months ago, they had us do an email or uh send those papers back to them for.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] To renew my insurance something about a about a few months ago and I don't know what happened to my, I don't know what happened to mine. So [PII] sent, sent me on uh on my email, uh, she told me I had to have it in by the end of the month and, and I had got a check. uh, what do I do with that check, send it back to y'all or what?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] You can send it back to us or you can deposit it and send a personal check for the premium because that's what that check was for we returned it because it looks like we um we did email the information but I guess we also mailed it and it never came back uh as far as filled out but it did come back in return mail.
[AGENT][NEUTRAL] So when it came back in return mail, um, that's when the the policy actually couldn't, didn't get ported over like it should have and then when we got your premiums in December, that's why we sent that back because at that time it wasn't active, but you can.
[AGENT][NEUTRAL] Keep the policy. I am showing that you did speak to Ms. [PII], and she did say that you had until the end of this month to get that port information because technically it doesn't appear like we ever got it back and you actually received it because it came back in return mail. Um, so again, if you want to cash the check and send us a personal check or you can send us that check back for the premium. It's however you'd like to do it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, that's what she said.
[CUSTOMER][POSITIVE] Oh, OK, thank you. I didn't know what to do with the check after she done sent me. So I'm gonna this time instead of me, I had did it over the phone and so this time I'll just fax it to y'all so it won't be no problem.
[AGENT][NEUTRAL] Right, and like I said, if you deposit it and you just wanna go ahead and deposit it, if you wanna just put a note on there that um you, you did submit in premium but you are depositing the check and that if you want to authorize it for us to draft you uh for December and January, it looks like you sent 3 months in. So if you wanna do the 3 months, you can we can draft you or you can just mail that.
[AGENT][NEUTRAL] Check back or send a personal check. It's however you, you wanna do it. Do you have our mailing address?
[CUSTOMER][NEUTRAL] Yes, I do. So I just need to just send you the $46 back to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. And that'll pay your policy through February. And then we'll, what's gonna happen is, is once we get your port letter and the premiums, uh, which once we get your port letter, we're gonna issue you a
[CUSTOMER][NEUTRAL] And a person.
[AGENT][NEUTRAL] Individual policy so you won't have to do this ever again um it'll be the same benefits, same premium it's just gonna be ported to an individual planned product so that way you don't have to keep porting if the employer ever discontinues it looks like the employer canceled with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we did do a port because there wasn't a state mandate that we had to add some specific details and the cancer writer, um, as far as the details of it, we had to reward some of it. It wasn't that it changed the benefits, it was just the wording. So we did have to issue new new policies under the group, but then it looks like the group decided to cancel, so that's why you're having to port again.
[CUSTOMER][NEUTRAL] OK, cause I was paying them like when I do mine, I pay it yearly.
[AGENT][NEUTRAL] OK, and you can continue to do it that way if you want to.
[CUSTOMER][NEGATIVE] I was paying it like this.
[CUSTOMER][NEUTRAL] So, so, uh, it, do we come back up in March?
[AGENT][NEUTRAL] Um, in March it will be, it will be 3 months. If you send 3 months we'll set it up as 3 months, but if you wanna do it for a year, you can go ahead and send the payment to you as well because you're.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] How much is my year.
[AGENT][NEUTRAL] Your yearly payments 187.92. It looks like you have option one and your monthly rate is 1,566, so for a year it would be 187.92.
[CUSTOMER][NEUTRAL] OK. Can I, since I'm renewing it, can I uh up it up or not, or I have to keep it the same?
[AGENT][NEUTRAL] It has to be the same. You can't upgrade it. You have to keep the existing plan that you have. That's part of the portability option. You're converting it over to converting it over to an individual plan with the same benefits and premium.
[CUSTOMER][NEUTRAL] OK. So I need to send, when is my first payments due again, so I won't have this problem.
[AGENT][NEUTRAL] Right now you're only paid to December. If you want to send in 3 months, um, it'll be due at the end of March. It'll be due for April, and we'll bill you every 3 months, but if you wanna do a year, you can go ahead and send that in and it'll pay you into the next, to the end of this year of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So it's due now.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] That's why we you did send it in but we refunded it back to you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so I, I need to send a payment of $46 for December right now.
[AGENT][NEUTRAL] That would be for December, January and February, and it'll pay you to March because your monthly rate is not about 1566. It's just gonna depend on how you wanna.
[AGENT][NEUTRAL] Do your billing. Are you, if you wanna do the year yearly go ahead and send in your yearly payment or if you wanna do the quarterly, that would be the 46.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Oh, OK, OK, I'll send the, I'll just send the 46 in today or in the morning and then get us, get, get, get us all back straightened out again. I had this insurance a long time. I ain't never had no problem.
[AGENT][NEUTRAL] Yes, ma'am, and I apologize for the confusion. Like I said, the group, we had to change some of the language with the group and then the group canceled with us, so that kinda changed the circumstances on everything, um, abruptly. But if you'll send that in, you'll get another bill at the end of March and you'll have a 30 day grace period as long as we get the premium due um by the end of April and we can continue to bill you every 3 months and that'll be 46.98 for the 3 months.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, thank you. OK, now I know, now I know what's going on because I know that they said something about the about 3 or 4 months ago we did the same thing I'm doing now, but I, I, I didn't, I did what I'm supposed to be doing, but I didn't know that it was changing over and then the paperwork probably got messed up and I don't know. But uh now I.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well, I'm gonna notate our conversation, Ms. [PII], and that way, once you do send everything in, it, it shouldn't be any confusion, and you will get a new policy number and policy certificate in the mail once we get everything to issue you new.
[CUSTOMER][NEUTRAL] OK, now I can't file claims till later on, right? till they start back.
[AGENT][NEUTRAL] Um, if it's something that you had done before [PII], you can still send that in now. If it's something after [PII], I would suggest you wait until we get the new policy issue because the new policy is gonna be effective [PII].
[CUSTOMER][NEUTRAL] OK, cause I done lost out on uh uh last year because I thought I had the.
[AGENT][NEUTRAL] You can still send that in.
[CUSTOMER][NEUTRAL] I can still send in October, November and December, yeah.
[AGENT][NEUTRAL] Yes ma'am, you can still send those in. We don't have a statute of limitation on when you can submit in claims as long as you were actively paid during that time, we will still honor those claims and review them.
[CUSTOMER][POSITIVE] Oh, OK. I'm getting better and I, and then I wanna keep it because, uh, cause I don't want my cancer to come back on me, but it, it pays for some of my accounts my billing when I had it, and I, and I like to pay my bills. So the doctors want their money and you, you know how it is and they been, they got me a long way and I'm feeling better. I'm I'm down to
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, that's good.
[CUSTOMER][POSITIVE] Instead of 2 weeks, um, and [PII] blessed me from stage 4 and I've been 3 years and I've been having this cancer well when I was working, but I never did use it, but it came in handy.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] And now I'm the doctor don't, don't wanna let me go yet. I wanna go, uh, she put me, it's starting in uh [PII]. She said we'll try 3 weeks now, and I said, oh, it's a blessing that I get, went down to 3 weeks now. And so if, if she can really just let me go, I'll be all right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] That is.
[AGENT][POSITIVE] I understand completely.
[CUSTOMER][POSITIVE] And but I wanna keep my account and I'm gonna keep this cancer insurance because I don't know cause some people say it will come back on them.
[AGENT][POSITIVE] Right. And it does help alleviate some of the out of pocket expense definitely when things are so costly now and some stuff's not covered by major medical, so I understand completely.
[AGENT][POSITIVE] Um, but if you'll get that back to us, you can mail it, you can mail it all back to us or you can fax it to us, and I'm gonna notate what you're doing. And as, like I said, as long as we get everything before the end of the month, you should be good to go, and you will definitely get documentation of everything. Um, we generally, from the time we receive it, it generally takes no more than 22 business days at the most to get everything set up and sent out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I sure do appreciate it. I'll send you the $46. I'll send a check and I'll mail it to you and and it's good to go.
[AGENT][NEUTRAL] Alright, Ms. [PII], is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][POSITIVE] No, you made it plain and simple to me now I know what's going on. I'm trying to keep up with this thing. Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL and you have a wonderful day and you stay safe.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Bye bye.