AccountId: 011433970860
ContactId: d7293fbc-d7fb-44d1-b43b-a4f63096d039
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 522320 ms
Total Talk Time (AGENT): 195780 ms
Total Talk Time (CUSTOMER): 102387 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d7293fbc-d7fb-44d1-b43b-a4f63096d039_20250603T18:00_UTC.wav
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[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, I'm about to retire and my school district gave me your number to call and see what it would be for me to continue my my policy with y'all.
[AGENT][NEUTRAL] OK, uh, can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, of course. [PII]. Last name is [PII]
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] You need my social?
[CUSTOMER][NEUTRAL] For my date of birth?
[AGENT][NEUTRAL] Um, I can look it up by your social if that's all right with you.
[CUSTOMER][NEUTRAL] Yeah, that's fine. [PII].
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And you said TUTT correct?
[CUSTOMER][NEUTRAL] [PII], [PII] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] I hope it's updated [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] Alright, and let me pull up your policy to see if you can port it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment while I pull it up.
[CUSTOMER][NEUTRAL] It's fine, it's fine.
[AGENT][NEUTRAL] And did you receive a continuation letter yet?
[CUSTOMER][NEUTRAL] No, my last day is not until [PII].
[AGENT][NEUTRAL] From us? OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah I just need to wait on that?
[AGENT][NEUTRAL] Um, well, I'm gonna check and look into your policy and see if it's, um, if it has the portability clause in it, so give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And I am showing, uh, it's, it's just the cancer policy, correct? That's the only one that I'm showing as uh active.
[CUSTOMER][NEUTRAL] Yes, it's, it's not cancer, heart stroke, it's just cancer or what?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I'm showing cancer level 3, so it might be, I just wanna make sure um that I was looking at the right policy. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm being honest when I say this is what my insurance lady told me I don't know exactly what I have.
[CUSTOMER][NEUTRAL] I'd have to look at my pay stub.
[AGENT][NEUTRAL] Yeah, you shouldn't have to until uh your policy is terminated because you have, uh, I believe it's 31 days, uh.
[AGENT][NEUTRAL] Until it'll no longer port, but let me double check on that just real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, give me just a moment.
[CUSTOMER][NEUTRAL] And I would like to know what the cost would be. OK.
[AGENT][NEUTRAL] I'm sorry, what?
[CUSTOMER][NEUTRAL] I'd like to know what the cost would be as well if you don't mind.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, your policy stating you've got 31 days after the uh it terminates uh to support your policy, um, but it looks like you will also need to fill out.
[AGENT][NEUTRAL] A form and let me see if I can get that form.
[AGENT][NEUTRAL] And you should receive something in the mail from APL um regarding porting your policy um if not check with your employer because it might get sent to them and they give it uh to you um but you will want to go ahead and uh if you go into [PII] and the claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll wanna go ahead and fill out that continuation of of health coverage form or it'll say COBR.
[AGENT][NEUTRAL] Um, and go ahead and um download and save that, uh, but your policy does allow you to, to continue your policy afterwards. You have 31 days from the time that you retire, uh, to be able to transfer it to you. I won't be able to give you, uh, premiums, uh, because we won't know yet it should stay the same, but I can't guarantee that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is it I'm paying now? Does it show that?
[AGENT][NEUTRAL] Um, I'm not
[CUSTOMER][NEUTRAL] I mean I can look that up on my pay stub, I guess.
[AGENT][NEUTRAL] Yeah, you'll have to look that up on your pay stub because I can't see that. I don't, I don't deal with um that portion if you'd like I can have someone from customer service uh call you back at a later time or did you want to wait and see if you get a letter in the mail? OK and we do have the updated address, uh, so it should be sent to you or your employer.
[CUSTOMER][POSITIVE] OK, that's no problem.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said that was [PII]?
[AGENT][NEUTRAL] Yes ma'am, if you go to [PII] and in the top um tabs on the left hand side, I'm sorry, the right hand side you'll see claims and forms.
[CUSTOMER][NEUTRAL] And I can go ahead and do that now.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, I would go ahead and at least save it um.
[CUSTOMER][NEUTRAL] Or within the 31 days.
[AGENT][NEUTRAL] Yeah, you shouldn't need to do it while you still have coverage because you will be paying for the month or your employer is paying for the month that you have so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, that sounds good. Thank you for your help.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, I think that's all. I appreciate it.
[AGENT][POSITIVE] Alright, thank you for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.