AccountId: 011433970860
ContactId: b9f825f8-9226-4690-80de-e5ec2bdce1ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431019 ms
Total Talk Time (AGENT): 168880 ms
Total Talk Time (CUSTOMER): 232728 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/b9f825f8-9226-4690-80de-e5ec2bdce1ef_20250220T18:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, um, I need some help completing a portability election form.
[AGENT][NEUTRAL] Sure
[AGENT][POSITIVE] OK, um, sure, I can assist you. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. 02383272.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Let me pull that information just so I know what product you have.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. And I just need to verify your date of birth, mailing address and email address.
[AGENT][NEUTRAL] For security.
[CUSTOMER][NEUTRAL] OK, um, [PII]. The email address is [PII], and the mailing address is [PII].
[AGENT][NEUTRAL] OK thank you and how may I assist you with that letter?
[CUSTOMER][NEUTRAL] Um, let's see, um.
[CUSTOMER][NEUTRAL] I was just trying to complete the form, um, so on the certificate number, is that the same thing as the policy number?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK and then um it says group plan number and I don't know what to put there. I don't know if it was the school district that I used to work for or does it have a plan number?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, you, you can leave that one empty it's OK.
[CUSTOMER][NEUTRAL] OK, and then it's asking employment termination date do you have a date on file that I need to use or?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can't just estimate about what it is. I think it was [PII] and I've just, I've continued the coverage all this time and I think the school district went with a different company for this top service and anyway, somehow I missed the notification that I had to complete this form. So now I've been sent it so I'm kind of behind trying to catch up.
[AGENT][NEUTRAL] OK. Well, um, it looks like you got the, the first policy ported back in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Do I need to put that on this form anywhere?
[AGENT][NEUTRAL] You can, yes. Mhm.
[CUSTOMER][NEUTRAL] And what box do I put that in?
[CUSTOMER][NEUTRAL] Because it says date employment terminated.
[AGENT][NEUTRAL] And you
[CUSTOMER][NEUTRAL] And then reason for termination.
[AGENT][NEUTRAL] Are you still employed or not?
[CUSTOMER][NEGATIVE] Not by that company, no.
[AGENT][NEUTRAL] No, by that company, OK.
[CUSTOMER][NEUTRAL] I, I left
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I went to work somewhere else in [PII].
[CUSTOMER][POSITIVE] That I was able to keep my coverage through COA.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] And so I've just been paying the premium ever since then, so.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I will say leave that part empty because that's not really the day you started, you stopped working and that's more like um you started this policy back in [PII] and you started paying out of pocket for it. So just leave that empty, we'll go ahead and figure that out once we receive that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK, and so, uh, can you tell me what my monthly premium is? I'm sorry, I know it's about $45 but I don't know exactly how much it is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] $44.96.
[CUSTOMER][NEUTRAL] 44 and 96 and that's the family plan, right?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm let me see if it's family. Bear with me, let me pull this um.
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, that is a family plan.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] So the next form I have is uh consent to electronic delivery policy documents, so I'm just sitting.
[CUSTOMER][NEUTRAL] My information here to sign it, um.
[CUSTOMER][NEUTRAL] OK, I can finish that one, and then see here electronic funds transfer you already have that information still on file, don't you?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, we, we have the information that you had here before um it terminated um if you wanted to continue the same information you can go ahead and put it in just for us to have something saying that you want to continue with that information and we can still use that um banking institution and bank account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] So it's more like a confirmation that you want to continue with that bank.
[CUSTOMER][NEUTRAL] OK, so go ahead and complete the, the electronic uh electronic one. OK. And so, so I have these 3 pages and it says here that I can email it back to [PII]. Is that right?
[AGENT][POSITIVE] Yes, completed. Mhm. Yes, yes, yes.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, OK, well I'll complete this and send it over in a few minutes, so, and I was just, I was just wondering the reason I knew something was going on is because I received a check in the mail for a refund, um, you know, of the, so I guess at this point should I just go ahead and cash that and then I'll probably have to pay two payments up front or something, or do you know? I may have to pay more than that. I don't, I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Premiums
[AGENT][NEUTRAL] Um, it's up to you if you want to cash it or not or if you wanna wait until we receive all the information and then make a decision if you want us just to go ahead and void that check and apply that towards the policy. Um, it's really up to you, your choice, whichever you wanna do. Mhm. But yeah, you probably need to pay a couple of months um behind.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um, I just didn't know if y'all would have the ability I guess to, you know, avoid it and then apply it, so I may just go ahead and cash it. It may be easier if I just cash it and then start over with whatever amount that's owed I guess.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, yeah, that's an option.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, well, that's all my questions right now, so I appreciate your time and and help.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I may help you with today? Any other questions, concerns, anything else?
[CUSTOMER][NEUTRAL] Um, no, ma'am. That's all.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. You have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.