AccountId: 011433970860
ContactId: f440b555-e25c-4de3-ab69-80d2f3966f93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 807469 ms
Total Talk Time (AGENT): 229507 ms
Total Talk Time (CUSTOMER): 285244 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f440b555-e25c-4de3-ab69-80d2f3966f93_20250604T13:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I received a letter in the mail about um requesting the port coverage.
[AGENT][POSITIVE] I can help you with that.
[CUSTOMER][NEUTRAL] And I'm wondering if.
[CUSTOMER][NEUTRAL] Um, I haven't been employed for almost a year, and I'm wondering if it was my previous employer that has something sitting there or is it, is that not how it works?
[AGENT][NEUTRAL] Um, I can look into that for you. Uh, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, um, would you like the number on the letter, uh, it says CERT.
[AGENT][NEUTRAL] Um, it's whatever number you need in case we get disconnected and we call back.
[CUSTOMER][NEUTRAL] Yeah, but do you need that too to help look me up?
[AGENT][NEUTRAL] Oh, yes, the, the policy number?
[CUSTOMER][NEUTRAL] Yeah, well, I don't know, I'll give you my phone number first.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or it's a certification number or something? OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK, my, I'm sorry, my phone number is [PII].
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 02578028
[AGENT][NEUTRAL] Let me see if I can look that up.
[AGENT][NEUTRAL] Sure, can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it looks like this was dropped on or termed on [PII]. Let me see what your policy states is the, the period that you can import your policy.
[AGENT][NEUTRAL] Give me just a moment while I pull that up, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Give me just a moment, I'm still looking for you.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold um give me just one moment, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the care team. I have someone on the line who said, and I, I'm calling because I also want to get um some more information and learn myself cause I'm new at this. Um, I have a person, uh, policy 2578028.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy lapsed on [PII], but she just got a letter in the mail.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, on the [PII], saying she can support her policy, but when I read the writer, it's only 30 days after termination. So I'm, I'm wanting to know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Why she was just getting it.
[CUSTOMER][NEUTRAL] Yeah, so we actually, we just terminated the policy on [PII], um.
[AGENT][NEUTRAL] Oh, OK, cause then.
[CUSTOMER][NEGATIVE] Let me see, it looks like it's only paid to 111. It looks like we don't, we never actually received any premium on the policy. Let me double check suspense, um.
[AGENT][NEUTRAL] I didn't know if this is normal because I saw a policy certificate for [PII].
[CUSTOMER][NEGATIVE] Yeah it was issued and it looks like it stayed active each month but we lapsed it um on [PII] because they weren't paying premium on it.
[CUSTOMER][NEUTRAL] Um, let me double check and make sure we don't have anything in house to apply. Um, I feel like it would have been applied if we did, but let me just double check.
[AGENT][NEUTRAL] OK, yeah, because she wants to know about porting her policy and the guru card still says to answer to transfer it to you guys, but I just wanted some clarification because I've never seen it where we gave them a letter this late and then the policy still shows it's confusing.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So we don't have any premium in house so the group was not sending the premium for her so that's why her policy lapsed with the group.
[AGENT][NEUTRAL] Oh, OK, so she's still able to um port it since we are showing?
[CUSTOMER][NEUTRAL] I believe so. Let me, let me double check, um, that the porting is still kinda new to me. Let me double check. Give me just a second.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] And thank you for doing this. I know we're not supposed to call you or transfer calls to you guys anymore, but I've never seen one where it was this, um.
[CUSTOMER][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Different
[CUSTOMER][NEUTRAL] Yeah, I know, I understand. I don't mind looking, um, see.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I might need to ask [PII] because um [PII] looks like it's in a call.
[CUSTOMER][NEUTRAL] Uh, I mean if we sent the letter I'm pretty sure she should still be able to port the policy, but if she ports, I think she's gonna have to pay all of that back premium, um, but I just wanna make sure, um, let me ask [PII] real quick I just with it being so far back I just wanna make sure.
[AGENT][NEUTRAL] Yeah, and I didn't know either cause
[AGENT][NEUTRAL] I've never seen it like that.
[CUSTOMER][NEUTRAL] OK, let me see what [PII] says.
[CUSTOMER][NEGATIVE] OK, [PII]'s typing back so hopefully it won't be too long. I hate to keep them on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Me too, but I, this one.
[AGENT][NEUTRAL] It's like when you're new, it's like they, yeah.
[CUSTOMER][POSITIVE] I know I'd just rather be sure, yeah.
[AGENT][NEGATIVE] Cause I got a lot of training where they were like, well, you'll probably never get this one. You'll probably get this one maybe 4 times a year and then boom, there was a week where I got all the ones that were never, I was like, is this, is this hazing? I'm so confused.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEGATIVE] My brain like hurt after that week.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I know, so yes, she can still port so we go by 30 days from the date of the letter. So we just sent the letter out so she has time she will have to pay all the back premium and pay it current though, but she can still port her policy.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like me to transfer her to you so you can um help get her set up with that or see if she wants to because I know we're supposed to transfer to you but I don't know what for.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Let me see. Oh, she came back and said that it was a high policy.
[CUSTOMER][NEUTRAL] Uh, let me see if she's gonna elaborate.
[CUSTOMER][NEUTRAL] Oh, so she said since it's a high policy, a hospital indemnity, OK, sorry, she, she looked at it more and she said with it being a hospital indemnity policy, um, and they never paid any initial premium that means the policy never went into effect, so it they actually are not gonna be able to port it since the group never paid.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] In like absolutely any premium on it it does it's not portable.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I will let her know.
[CUSTOMER][NEUTRAL] Sorry, I know that was confusing.
[AGENT][NEUTRAL] OK, so I just tell her that the group never, they, they quit paying the premium and so the policy lapsed.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So what you can tell them is that we never received any initial premium from the group, um, so with, with that being said you know we have to receive the premium from the group for the policy to go into effect and since no premium was never was ever paid the policy was never effective so that makes the policy not portable so she won't be able to keep her policy.
[AGENT][POSITIVE] All right, I will let her know. Thank you.
[CUSTOMER][NEUTRAL] She can if she wants to like dispute that or anything she can get with her employer if she's saying that maybe they did take the premium you know she can get with her employer, you know they would have to provide that information to us.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right well I will let her know. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII], I'm so sorry. Are you still there?
[CUSTOMER][POSITIVE] Yeah, no problem. I'm doing something else so no worries.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like um your employer never paid the initial premium after you um left, so we ported the first I'm sorry so we terminated the policy.
[AGENT][NEUTRAL] On [PII] and since that initial premium wasn't paid, we had to lapse the policy and it's no longer active, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] We were unable to support the policy, OK.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][POSITIVE] Yeah. Oh, OK, no worries.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Just wanna make sure I wasn't missing something. No, no.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] OK. Thank you for calling ATL. Have a great day.
[CUSTOMER][POSITIVE] Yeah you too thanks.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mhm