AccountId: 011433970860
ContactId: e3b17964-d8f9-4748-8daa-c9a481fb27ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 770840 ms
Total Talk Time (AGENT): 468808 ms
Total Talk Time (CUSTOMER): 212738 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/e3b17964-d8f9-4748-8daa-c9a481fb27ae_20250324T14:09_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I have a certificate number.
[AGENT][NEUTRAL] OK, Ms. [PII]. What is it?
[CUSTOMER][NEUTRAL] It's 02535988.
[AGENT][NEUTRAL] All right. Before we proceed, Ms. [PII], is it possible to get a callback number and do it that we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] All right, thank you for that. Bear with me one moment while I pull your information up please.
[AGENT][NEUTRAL] All right. And just to verify, Ms. [PII], can you verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] It's [PII] mailing address is [PII].
[AGENT][NEUTRAL] And what's the city and zip, please?
[CUSTOMER][NEUTRAL] Oh sorry, [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. I'm showing we also got an email address. It looks like it's your work email. Can you verify that too?
[CUSTOMER][NEUTRAL] It's uh [PII] or .net one of the other.
[AGENT][POSITIVE] OK. How can I help you, and that is what we have. Thank you again. How can I help you in regards to the policy?
[CUSTOMER][NEGATIVE] Well, I got a request to port, but it had no premiums and it had no specifications on the level of coverage. It just said the product top which was cancer and specified disease. It didn't have how much it would cost to port it or uh what the policy was covering specifically.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] So this is the cancer policy that you had through Higginbotham. Um, they canceled insurance coverage with us.
[AGENT][NEUTRAL] And because of that, we
[AGENT][NEUTRAL] They canceled it with in December and I do apologize, but we didn't get the letters out to you guys as quickly as we needed to, but we are sending those out and allowing you guys to port the cancer coverage that you had with them and basically what we're doing is the reason we're having to port it is because they canceled their products with us and they were group products. So in order for you guys to keep them to an individual basis, we're reporting them over to an individual product.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Which is going to be exactly what you had. So, you're gonna get the same benefits, which it looks like you had the cancer plan low, and it covered you only and you're gonna have the same premium. Your premium was $1197 a month just for you.
[AGENT][NEUTRAL] Um, so, basically, again, we're just taking what you have, porting it over to an individual policy, and we can set you up however you choose. I think it came with a bank authorization form. If you want to do a monthly draft, we can set you up like that, or we can send you a bill every 3 months, 6 months to a year.
[CUSTOMER][NEUTRAL] OK, so what is the level of coverage for the cancer? I can't even remember.
[AGENT][NEUTRAL] So it looks like your level of coverage was low. Let me see specifically what your benefits were. Bear with me.
[AGENT][NEUTRAL] All right. So it looks like you had a first occurrence benefit of um $5000 so that means the first time you get a cancer-related illness, that's payable on the policy. We pay out a lump sum of $5000 and that doesn't include any treatments, that's just the diagnosis. And the same thing for, you have another um rider first occurrence benefit if you have a heart attack or stroke.
[AGENT][NEUTRAL] You basically get another lump sum of $5000 for either or. But of course, if the stroke happens first, you'll get a payment for that. And then the that rider will not be available for um uh the heart attack or vice versa. It's whichever one.
[AGENT][NEUTRAL] Um, you also have a level 3 basic benefit.
[AGENT][NEUTRAL] Let me see, and it looks like that's a hospital benefit. Let me look and see what that is. Bear with me.
[AGENT][NEUTRAL] And what we can also do, Ms. [PII], is once we get your policy converted over, we'll be able to send you, um, excuse me, we'll be able to send you a policy certificate, yeah, the details of it, but let me see, it looks like it converted over from something else too, bear with me.
[CUSTOMER][NEUTRAL] The specifics.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So how um how often should I expect a premium change on that? Is this like every 5 years, kind of like a voluntary life, or is it pretty much?
[AGENT][NEUTRAL] Oh no, you're you're, you're locked in. Once we change you over, you're locked in at that rate, and you won't, you won't have a change in your premium. We did, and this was years and years ago, like back in [PII], we did sometimes have to increase the premiums, um, and put a rate increase on them due to the high cost volume of things going up in the medical field.
[AGENT][NEUTRAL] But we haven't done that since [PII]. It's been years and the type of plan that you have.
[AGENT][NEUTRAL] Um, I don't see it happening because the plans that we did it on have an unlimited chemo benefit and that was primarily some of the reason why we had to enforce it. But your plan doesn't have an unlimited benefit on it, so you have set benefit rates. Um, I was hoping I wouldn't have to transfer you, Ms. [PII], but
[AGENT][NEUTRAL] I'm not able to view your certificate, so I'm not sure the specifics of what's all covered. I can let you speak to somebody in our claims department that can provide you a breakdown of that. If you'd like, or again, like I said, if you do decide to keep it, we will send you a certificate. And if it's something you don't think that you want to continue, you can call us at any time to cancel it or you can send something in writing.
[CUSTOMER][NEUTRAL] So let me ask this, you know, I did come, uh, we had, I guess a low and a high option. Is the high option still available to me since y'all termed with [PII], or is that off the table?
[AGENT][NEUTRAL] That's off the table. You, you're only gonna be able to have what you had. You can't change it or increase it because, because again, basically when the group decided to cancel with us, your benefits for eligibility to upgrade were ceased at that time because you're no longer locked in with their rates is what it is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Well, I did a little calculation while you were talking. It would take me 37 years to have spent $5000 if I had a first occurrence of cancer, so looking to see, you know, if it's a good investment for me, um.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Well, keep in mind that was cancer and heart attack and stroke. You had another write or two of heart attack and stroke.
[CUSTOMER][NEUTRAL] Can uh
[CUSTOMER][NEUTRAL] Right, right, that was just on the one I'm looking to see if there was another option other than um let me see here this has got an electronic funds transfer can I send this in an email rather than I don't like putting my check in the mail uh in the mail. I don't like writing that down and putting.
[AGENT][NEUTRAL] Oh, yes, ma'am.
[AGENT][NEUTRAL] Mhm. You can email it to us and or you can fax it whatever you feel comfortable with.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And um as long as you respond to us in 30 days, you're fine, but we do need a response within 30 days. Um, I don't think it has an email on there, but I can give you the email address and, OK.
[CUSTOMER][NEUTRAL] I'm looking to see there's.
[CUSTOMER][NEGATIVE] It doesn't.
[AGENT][NEUTRAL] Just let me know when you're ready.
[CUSTOMER][NEUTRAL] Uh yeah, I looked, uh, I was looking again to see if I saw it anywhere, but I don't see anywhere. OK, so yeah, go ahead with that, um.
[CUSTOMER][NEUTRAL] Email
[AGENT][NEUTRAL] All right, so the email is gonna be [PII].
[AGENT][NEUTRAL] [PII] it's [PII]
[AGENT][NEUTRAL] [PII], and that's one word again, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]. OK, alright, well I'll try to get this, um, I kept because I'm in the insurance business too. I kept the letter with the postmark [PII] because I noticed that it was a December date on it, so, um.
[CUSTOMER][NEUTRAL] So when does my clock actually start?
[AGENT][NEUTRAL] On the on the, on the day that the letter was mailed, which was the [PII], I think you said of March. So as long as we get everything back by April, and also, um, I failed to mention, you're paid to January.
[CUSTOMER][NEUTRAL] On the 30 days.
[AGENT][NEUTRAL] If you want to pay the back premium, so you won't have a lapse in coverage. I mean, you can do that and if you don't want to send a check or money order, you can just write a note on that bank authorization form, please draft me current. And if you have a specific time in the month that works for you better, you can put that date on there, please draft on the [PII] or the [PII]. If you don't, what we'll end up doing is setting it up for the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that means your draft won't start until April. Um, but I highly suggest that you do let us know if you're gonna pay the back premiums, so you, we don't set it up for a lapse in coverage. And if you do pay the back premiums and we do start your draft in April, that's only gonna be 3 months that will.
[AGENT][NEUTRAL] Back draft, um, it'll be 3591 for the back draft and then plus the April premium.
[AGENT][NEUTRAL] So, give me just a sec.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I probably won't worry about backdrafting or retroing back um it doesn't have a place on here to specify your billing as to whether you wanna do it quarterly, yearly, semi-yearly there's nothing on here.
[AGENT][NEUTRAL] OK. Do you want to do it that way? You want to be drafted every 3 months or would you like to be drafted every
[AGENT][NEUTRAL] Every month because if you don't tell us you want to do it at quarterly or semi-annual, we're just gonna set it up for once a month.
[CUSTOMER][NEUTRAL] That's what I figured OK, so I'll just put that in the email if that works.
[AGENT][NEUTRAL] Oh, that's fine. Yes, ma'am. You can. You can just list how you would like for us to do it. And also notate in there that you're OK with, um,
[AGENT][NEUTRAL] With being billed current and you're not gonna pay the back premiums on it that way we don't call you and ask you because I think some some of them we're getting and we're having to call and ask and verify.
[CUSTOMER][NEUTRAL] Sure, yeah, I'll probably just do it semi annual, that's probably.
[CUSTOMER][NEUTRAL] Uh, OK, alright, I got that information for me to put in the email. Alright, well, I'll try to get this as quick as possible for my 30 days that hopefully.
[AGENT][NEUTRAL] Yes, ma'am. And again,
[CUSTOMER][POSITIVE] It was a big deal. Just get the call to end today.
[AGENT][NEUTRAL] Right, we're gonna just so you know too, we're gonna have to issue you a new policy because you are porting it individually and this will be, this is gonna be a one time thing we're not gonna do this anymore and that's part of the reason of us getting everything changed over to an individual product so you will get an updated certificate in the mail and again it's gonna be verbatim to what you had. It's just we had to change everything to get you guys not affiliated with the group anymore. um, but you should get a confirmation within 5 to 7 business days of that as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK alright thank you very much I appreciate that.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. No problem at all. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Well, thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.