AccountId: 011433970860
ContactId: de907c37-3fd3-46c5-aa1d-e3531d6d43fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476690 ms
Total Talk Time (AGENT): 148774 ms
Total Talk Time (CUSTOMER): 179355 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/de907c37-3fd3-46c5-aa1d-e3531d6d43fc_20250414T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, can I just start by giving you I guess the cert number?
[AGENT][POSITIVE] Yes, that'd be great.
[CUSTOMER][NEUTRAL] OK, it is 02535818.
[AGENT][NEUTRAL] OK. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], do you have a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I just need to verify a few pieces of information. What is your birth date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And lastly your email address.
[CUSTOMER][NEUTRAL] Um, I think it's the work email [PII].
[AGENT][NEUTRAL] Yes, that's what I have. OK, and how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] OK, so I received this letter back in December about I guess filling it out to support the coverage and I didn't fill it out because I already did that previous I didn't know each year you were supposed to do that, so apparently then the policy lapsed, is that correct?
[AGENT][NEUTRAL] Uh, yes, it looks like this was terminated [PII].
[CUSTOMER][NEUTRAL] OK, yes, because I didn't realize since I did this the first time around when I guess my employer was saying we're not offering this anymore but you can you know get it ported here. I did it I didn't realize I had to do it each year so I guess my question is I talked to somebody earlier um they said I could try to email this in just to see if they would approve it um do you think that would even happen or?
[AGENT][NEUTRAL] Um, I think there's a, I think it's 60 days. Let me look at the.
[AGENT][NEUTRAL] Information. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it doesn't have a time frame. I know portability is typically 30 to 60 days, so, and then of course we're outside that window, but um yeah I mean I, I don't think that would, it would be able to be ported um you can certainly email that information if you'd like um I can get you to customer service as well um they're the ones who handle portability.
[AGENT][NEUTRAL] Um, but yeah, I mean, typically there's not any exceptions for that, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, yeah, I just wanted to see if like I said I didn't wanna send it in if they were gonna just reject it just because like you said it's over the time period and like I said it was my fault I didn't realize I had to do this again because I already filled it out prior so I didn't know it was like an each year thing so.
[AGENT][NEUTRAL] Yeah, I'm not aware of any exceptions to that rule, um, so again, yeah, I don't, I mean, I don't want you to waste your time either, um, but yeah, we don't, there's not usually any exceptions ever for portability. It's the time frame and then that's, that's, it has to fall within that.
[CUSTOMER][NEUTRAL] OK, um, I guess since I have you on the phone, could you transfer me to customer service just so I can verify that or I'm I already at customer service?
[AGENT][NEUTRAL] Oh no, I, no, I'm the care team so we deal with claims and such, um, yeah, let me get you over there if you can just hold one moment, OK? And I'll explain everything that we talked about.
[CUSTOMER][POSITIVE] OK, I appreciate that thank you.
[AGENT][NEUTRAL] OK, thanks. Hold on one moment.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] er ring
[CUSTOMER][POSITIVE] Thank you for calling APO. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] on the care team and um this member, they got a port letter back in, I believe January, their policy term January [PII]. Um, let me give you the policy number real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, policy 253-581-8.
[AGENT][NEUTRAL] And so her question is, and I talked to, I'm talking to [PII], you verified all of her information, um.
[AGENT][NEUTRAL] She's outside of the port time. There's no exceptions to that, correct?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It really depends on when we sent.
[CUSTOMER][NEUTRAL] The documents, let me take a look if we actually sent them in January. If we did, then yeah, she's outside. Um, hold on just a second. I just wanna check a couple things.
[CUSTOMER][NEUTRAL] Well, there's nothing scanned in. Why is there nothing scanned?
[CUSTOMER][NEUTRAL] Yeah, this is Higginbotham. Yeah, she's outside the portability period.
[AGENT][NEUTRAL] OK. Is it?
[CUSTOMER][NEUTRAL] And no, once they're outside it, yeah.
[AGENT][NEUTRAL] what is it? 30 or 60 days?
[CUSTOMER][NEUTRAL] It's 30.
[AGENT][NEUTRAL] 30? OK. All right. I just wanted to make for sure before I tell her, don't bother sending in any information because there's no exception, so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Not for this situation.
[CUSTOMER][NEUTRAL] Yeah, the only thing that, yeah, the only thing what I was trying to check for was every once in a while we'll send out something saying, you know, we haven't received your, you know, um, premiums within the 30 day grace period so we're offering you an additional 30 days, you know, and I wanted to see if that letter was sent out, what was the date of it.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, but there's nothing scanned in, so, um, I, I can't say that we sent that, so I would say yes, she's outside the 30 days, so there's nothing we can do at this point.
[AGENT][POSITIVE] OK, perfect. OK, just wanted to confirm that. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome, [PII] you have a good day.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, Nurse [PII]. This is [PII] again. Thank you for holding. I did confirm, yeah, there's not an exception that we could make um since it's outside of the time period.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK all right thank you I appreciate you checking for me.
[AGENT][POSITIVE] Oh, no problem. Anything else I can help with today?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.