AccountId: 011433970860
ContactId: bdcb7dd2-ef30-4ad5-b4ef-25b05e797dbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383260 ms
Total Talk Time (AGENT): 237344 ms
Total Talk Time (CUSTOMER): 114198 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/bdcb7dd2-ef30-4ad5-b4ef-25b05e797dbf_20250103T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII], this is [PII]. Happy [PII].
[AGENT][POSITIVE] Happy [PII]'s, hon. What you got for me?
[CUSTOMER][NEUTRAL] I, I have an insured on the phone. Uh, her policy is 2463078, and she received the letter to uh port her policy.
[AGENT][NEUTRAL] You said 2463?
[CUSTOMER][NEUTRAL] 078 [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, she's got questions.
[CUSTOMER][NEUTRAL] Yeah she said that she received the letter and she has questions regarding the letter. She sounds as though she didn't know that her coverage was no longer in effect.
[AGENT][NEUTRAL] Well, it's active again. I don't know what they're doing here, but yeah, I let her went out.
[AGENT][NEUTRAL] Um, hang on.
[CUSTOMER][NEUTRAL] Cancel policy bookkeeper's request.
[CUSTOMER][NEUTRAL] Researching system.
[AGENT][NEGATIVE] It looks like [PII] was killing out, clearing out suspense. I don't know for sure why they canceled it.
[CUSTOMER][NEUTRAL] May not have
[CUSTOMER][NEUTRAL] OK, you know what? Let's see.
[AGENT][NEUTRAL] I'll let her know though that um she's active but she's only paid till October, so she'll have to get with her employer on that.
[CUSTOMER][NEUTRAL] OK. So she, should she have received the letter?
[AGENT][NEUTRAL] I don't think so, but I don't know because there's no notes. Let me see if the group's canceling.
[CUSTOMER][NEUTRAL] And I'm just asking for the care team because we've been getting some doozy lately.
[AGENT][NEGATIVE] Yeah, and it doesn't help that there's not enough, enough explanation of what's what.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] It looks like the group is canceling.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just doesn't tell me the date, but there's future lab dates in here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll let her know.
[CUSTOMER][POSITIVE] OK, thank you [PII] here she comes.
[AGENT][POSITIVE] All right. Thank you. Bye bye.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] Good. How are you?
[AGENT][POSITIVE] I'm doing well thanks for asking. I got your information pulled up and the representative that transferred you stated you were inquiring about the letter that you received.
[CUSTOMER][NEUTRAL] Yeah, so I'm wondering um do I, because I think before I paid it out of my paycheck and maybe now it's not being paid anymore so I just wanna make sure it's all active and make sure I need to do exactly what I need to do to keep everything going.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, so I'm showing that you are active. Um, however, you're only paid to [PII], and it looks like the group is canceling with us, but I don't have a specific date on when that's taking place right now. Um, we just have a note that the group is canceling, so I would suggest that you do send the port paper, but maybe get in touch with your HR and see what's the last month they're paying for.
[AGENT][NEUTRAL] Um, I don't know if they're paying you through December, and if so, then it'll keep it to where you're not having to pay back premiums on it, um.
[AGENT][NEUTRAL] So you won't have a lapse in coverage.
[CUSTOMER][NEUTRAL] OK, I see. So, um, I, so I should probably go ahead and fill this out and send it in to you.
[CUSTOMER][NEUTRAL] And then contact my.
[CUSTOMER][NEUTRAL] I guess my HR department to see um.
[CUSTOMER][NEUTRAL] F
[CUSTOMER][NEUTRAL] I guess when they stopped paying you because you said they stopped paying you in October?
[AGENT][NEUTRAL] Well, the last payment that we got was for September and that paid you to October, so that's kind of why you received the letter because the policy was canceled, but then it looks like they were clearing out the group's information uh groups they were double checking the group's premiums submitted in and they found some money for your policy, so they applied it and they paid it to September, but it doesn't look like they.
[AGENT][NEUTRAL] They've been sending anything, so you're behind. And now if you wanna continue continue it, you can continue it for the current month, which would be January, but that would leave you where you didn't have coverage for October through December um and if you think they should have been paying it up to through December, you definitely need to get with them and they need to either send us the money or contact us if they think it's a discrepancy on our end.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK, perfect. Well, I just paid them because I was out on a short term disability. So I just paid them online. So maybe should I just wait a couple of days then to make sure, see if they received that money and then went ahead and paid back paid you?
[AGENT][NEUTRAL] That's probably what's happened because you were out on short-term disability. A lot of times when that happens, they do, you know, when you go back to work, they expect you to pay the premiums. So I would give it at least uh maybe a week or 7 business days, and let's see if they, you know, update our, because it looks like they are paying, paying everything towards the end of the month. So they may be clearing out the rest of their, their information on that too since you just sent that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like they pay around the [PII] so maybe give it a few more days and call us back and see if you're paid current but again if not you can pay the back premiums to bring it current and that way we can start you going forward and I don't want you to send that in and we're starting you for November asking you for back premiums when you've already sent them the premiums.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, perfect, let's do that. I will go ahead and wait about a week and then I will give you a call back.
[AGENT][NEUTRAL] All right, Ms. I'm gonna put a note in here as well, um, just so in case you don't get me and you get anybody else they'll know what's going on, and I, I am gonna put a suggestion depending on what your employer states on whether or not we'll need back premiums and when to send that information in but definitely follow up because you only have 30 days to change everything over from the date of that letter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, perfect.
[AGENT][NEUTRAL] All right, Ms. So, is there anything else I can help you with today before you go?
[CUSTOMER][NEUTRAL] No, that was all I needed.
[AGENT][POSITIVE] Thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You too. Thank you. Bye.