AccountId: 011433970860
ContactId: e47ca7dc-10d4-4286-bc74-05f6e9543ed1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 709780 ms
Total Talk Time (AGENT): 346523 ms
Total Talk Time (CUSTOMER): 276839 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/e47ca7dc-10d4-4286-bc74-05f6e9543ed1_20250128T21:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have a member on the other line and she um looks like she's wanted to talk about some reporting. She called earlier while everybody was in the meeting, um, and she's just calling back to get some help with reporting.
[AGENT][NEUTRAL] Alright, um, is the policy number.
[AGENT][NEUTRAL] 2117201.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, and OK, it's a different one then.
[AGENT][NEUTRAL] Oh wait.
[AGENT][NEUTRAL] I see another one. I was given the wrong 238-4554.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I see.
[AGENT][POSITIVE] Thank you, just a second so I can pull it up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEGATIVE] It's not OK. [PII].
[CUSTOMER][NEUTRAL] Um, hold on one second, I'm in the note screen.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] All right. I can go ahead and take it.
[CUSTOMER][NEUTRAL] Alrighty, hold on one second.
[CUSTOMER][NEUTRAL] Hello [PII]?
[CUSTOMER][POSITIVE] Yes ma'am. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK? OK, thank you so much you're welcome.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] Hello, good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi, hon.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that you are requesting information about porting your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, if you want the long story, I didn't know you sent me anything to renew it. I thought I did it last year when I, yeah, I retired from the AISD and they carried it for me and I thought I turned in all the paperwork for me to continue it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I thought it was like a yearly thing. I didn't have to do anything. And apparently I was wrong. And uh we had a couple of, we had a death in the family. His brother had a stroke. We weren't home from about August to November.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so the male kinda.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You know, my daughter picked it up some, the neighbor picked it up some and I, I don't know if you sent me something, I don't know where it is.
[AGENT][NEUTRAL] It was probably lost. It is totally understandable. And all right, we were actually looking already into your policy because we received a call earlier um requesting information. Yes, all right, so, um.
[CUSTOMER][NEGATIVE] No well
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Since the policy was already ported, well, the only thing we needed from you was to um sign the paperwork that you agreed to port your policy um with us. Um, there was a small change where we will um placing the [PII] um.
[AGENT][NEUTRAL] Cancer policies into a trust fund with APL.
[AGENT][NEUTRAL] Um, and we just needed your consent. Um, what I can do right now is, um, go ahead and email you, um, your portability letter, uh, to the email provided, um, that we have here, um, so you can go ahead and fill it out and send it back to us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now do I print it and then I I'm not computer smart, do I print it and then sign it and then mail it to you or are you talking about doing something online?
[AGENT][NEUTRAL] Um, I can, uh, do both options. I can email it to you or I can mail it, whichever you prefer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I can, you can email it to me and uh somewhere down the line somebody this is how good I am somebody at some time one of you somebody uh had me load up a sign nail app is, is that where I can sign it electronically?
[AGENT][NEUTRAL] Yes, you can sign it electronically.
[CUSTOMER][NEUTRAL] And do I do it through that app? I, because like I said, I know nothing.
[AGENT][NEUTRAL] Yes, um, I can, OK, so we were actually um trying to figure out about the policy because it has been already passed those 30 day grace period, so we're still trying to um consult if you're able to still port it or not because it's already been passed that grace period, unfortunately, um.
[CUSTOMER][NEUTRAL] Yeah, I, I thought I did all that because there's no way I would want that to lapse, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, it is
[CUSTOMER][NEUTRAL] In fact, would my husband have a policy with you as well?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Did I have ad? I know there was a couple of policies when I retired that I had him have one when I was in the system at the school.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright, let me just a second to look into it.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And if you did then uh then both of them are gone.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] The only policy we have here is this cancer policy and it was for you and your husband. So if we are, mhm, so if we are able to reinstate it for you, um, it will be reinstated for you and your husband as well.
[CUSTOMER][NEUTRAL] And my
[CUSTOMER][NEUTRAL] OK, now how when will I know that?
[AGENT][NEUTRAL] Alright, give me just a second. Oh, let's see.
[CUSTOMER][NEUTRAL] And do I have to do this every year?
[AGENT][NEUTRAL] No, it is just the one time.
[AGENT][NEUTRAL] Um, paperwork that it was only needed for that um consent that you were OK with us supporting your policy into a trust fund.
[CUSTOMER][NEUTRAL] See, I don't even know what that means, but I'm just, uh, assuming that you all know what you're doing.
[AGENT][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] I can explain it to you so you can have a, uh, more understanding. So in the past or previously a couple of months ago, um, all the mm, let's say for your employer.
[AGENT][NEUTRAL] Before you, before you, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Retire, correct.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, if your employer terminated business with us, this policy would terminate with it together along.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, so to avoid this, an insured is losing their coverage, um, we, um made where in the state of [PII], we have um a trust fund where we put these policies in. So even if they terminate business with us, your policy remains active that way you don't lose your coverage.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Yeah, I, I, I didn't know that, um.
[CUSTOMER][NEUTRAL] So Azel must have terminated it and you sent me the paperwork which I didn't see uh to send it to this and and my
[CUSTOMER][NEUTRAL] Ignorance, I guess I just assumed it was all done because I remember uh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Doing paperwork to make sure that they did an auto withdrawal for the policy and all that and I just assumed it was going on and on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, it was active until this was um effective during August, um, and we were just requesting all this information just that you agreed for us to keep your policy active um under a trust fund with us.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Well, can you do anything on?
[AGENT][POSITIVE] All right. I'm waiting on your response really quick and see.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEGATIVE] Because there's no way I can get it another one.
[CUSTOMER][NEUTRAL] I, I thought the school had a couple of them, the policies, the cancer policy. I thought I had a life insurance policy with them.
[CUSTOMER][NEGATIVE] I probably don't have anything now.
[AGENT][NEUTRAL] The only one that we have here is for uh cancer. It might have been with another provider.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna have to, uh, like I said uh.
[CUSTOMER][NEUTRAL] I didn't know.
[CUSTOMER][NEUTRAL] I didn't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, Ms. [PII], I do not want to keep a holding on you. Um, I should receive a response.
[AGENT][NEUTRAL] In a couple of minutes, probably 10 minutes or so, I don't want to keep you on the line, um, I will be calling you back with a response and if they say yes I will be at the same time emailing you the form, the portability form, um, so you can go ahead and then um sign it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Does that sound OK?
[CUSTOMER][NEUTRAL] And uh and when you send me that form there'll be instructions on how to do all that right?
[AGENT][NEUTRAL] Mhm, yes, the form is pretty um clear. It will have the first page. It will um say that you have decided to um keep your policy. Um, the second page will have the information about, um,
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Your policy number and um how you want the coverage to be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it will have that you um an option in case you want um email updates you don't have to sign that that depends on you and then the electronic funds transfer information that will be requesting your bank information.
[AGENT][NEUTRAL] And it would just request um signatures.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That you agree.
[CUSTOMER][NEUTRAL] OK, and, and somehow or another they'll get a signature on that somehow whether it be little X's or whatever, huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If not, um, you're still able to print it out and mail it to us. I will be writing down all the information within the email that I can send to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you can have it available.
[CUSTOMER][NEUTRAL] OK, um, yeah, so if, if it doesn't go through to you, do I need to call you back that it didn't go through, or you're gonna just automatically mail me something?
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] I can call you back and um I can give you the update of how it's gonna go.
[CUSTOMER][NEUTRAL] OK, OK, and it will be at that number that I've been calling at, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I, so I know that that's the number because like I said since this morning I've got 5 or 6 different [PII] numbers and I don't know who they are.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, and then some of them say spam risk.
[CUSTOMER][NEGATIVE] So like I said, if if if you don't tell me who you are, I'm not gonna answer that phone.
[AGENT][NEUTRAL] Yes, it happens.
[AGENT][NEUTRAL] Alright, um, it will be [PII]. If not, I will leave a message.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, OK, alright then I'll just wait on the call now for the and and keep watching my emails and see what happens, OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. [PII].
[CUSTOMER][POSITIVE] OK, thank you for your help on.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[CUSTOMER][NEUTRAL] cost