AccountId: 011433970860
ContactId: f4839288-db84-4abd-b479-272579a1cdc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 625820 ms
Total Talk Time (AGENT): 405650 ms
Total Talk Time (CUSTOMER): 200322 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/f4839288-db84-4abd-b479-272579a1cdc2_20250430T18:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got insured on the phone. Her name is [PII]. Her policy number is 19262.
[AGENT][NEGATIVE] You're cutting out really bad.
[CUSTOMER][NEUTRAL] And I have there on her and she is calling um.
[CUSTOMER][NEUTRAL] Oh, no, no, no, no, no, no, no. Anyway, she's, I'm so sorry.
[AGENT][NEUTRAL] You said it was 192. I didn't get the policy number. You said it was 192?
[CUSTOMER][NEUTRAL] 6298.
[AGENT][NEUTRAL] 98.
[AGENT][NEUTRAL] OK, and you're speaking to [PII]?
[CUSTOMER][NEUTRAL] And she's calling to support her policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right. Thanks, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] I'm good thank you.
[AGENT][NEUTRAL] I've got your information pulled up in the representative that transferred you stated you were calling today because you would like to continue your policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. You can definitely do that. Um, so are you no longer with the group?
[CUSTOMER][NEUTRAL] I am not. I went from uh TISD to [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. So you're not taking any insurance with the new ISD?
[CUSTOMER][POSITIVE] Well, yes, I'm taking health insurance and all of that with them, but I would really like to keep this policy. And I was, I was curious, um, my husband and I both worked for TISD and um he's not leaving the district, of course, but um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I didn't know if I could just transfer this policy to him and continue coverage or if I needed to pay for it independently or what needed to happen.
[AGENT][NEUTRAL] OK. Well, since you guys um have a policy together as a family and you are a primary, he could just apply for the insurance individually through the group since he's still with the group and get the family coverage. Um, and since he has existing coverage, all y'all have existing coverage, it would kind of be like a port. But if, I think he's open enrollments closed, I think he could probably only do that during open enrollment.
[AGENT][NEUTRAL] So in order to continue it and not have a lapse in coverage, the best thing for you would be to do it independently. Um, we can definitely change it over to an individual policy. We will have to send you some paperwork to port everything over. As far as the policy is concerned, you'll get a new policy issue, but it'll be the same.
[AGENT][NEUTRAL] Benefits, same premiums, same family coverage. Um, basically, it's just gonna be an individual cancer policy. So that way you won't have to ever do this again if you were to, you know, transition to an employer, it would be on an individual basis at that point.
[CUSTOMER][NEUTRAL] OK, I do have a question though would my coverage like time continue?
[AGENT][NEUTRAL] Right, you're, you're gonna.
[CUSTOMER][NEUTRAL] Like, it, it wouldn't be like me starting a new policy. It would be like, OK.
[AGENT][NEGATIVE] No, no, no.
[AGENT][POSITIVE] You'll get credit for what you had.
[CUSTOMER][NEUTRAL] I have had coverage for a year with you. Yes, OK, because that, that is important. Um, I have not filed a claim, but my husband was just diagnosed with cancer.
[AGENT][NEUTRAL] OK, so it's not gonna affect any of that because basically what we're doing is porting your coverage, so we're giving credit for prior existing coverage. Um, that's why we have a specific form we have to send you. and due to what you're telling me, this would probably be the best way to handle it, um, that way there's not a hiccup of anything at at his employer was getting signed up. Now let me ask you this, Ms. [PII], you're not applying for cancer insurance through the new ISD, are you?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am not.
[AGENT][NEUTRAL] OK. Um, cause I think we do sponsor insurance for them too. So we didn't want to have it to where you were overlapping cause you can't have two with us. You can have this one,
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I do have a question. Is my cost gonna remain the same or is it gonna go up?
[AGENT][POSITIVE] Everything's staying the same, your benefits, your premium, your coverage details, all that's the same. We're just porting it to an individual plan so you won't ever have to transition the payment method again.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK great um I do have a question about like I think today is probably my last coverage day um would I need to make a payment on that today to make sure it did not lapse?
[AGENT][NEUTRAL] You are active right now and paid to April. Now I am showing that the employer notified us um of you not being with them that's showing that they are, they've got you set up to you have a lapse effective [PII], but we won't, we won't do that until we get that April premium and we haven't gotten that April premium from the group yet. I actually think they pay a month behind, so we're probably not gonna get it until next month.
[AGENT][POSITIVE] Um, but even still, you're not gonna have a lapse in coverage. What we'll do is issue the new policy effective [PII], and then we can start your deductions starting in May. I do believe the form I'm sending you has a bank authorization form, so if you'll just fill that out along with the form, then I'm gonna email you and I'm gonna mail it as well, um, and get it back to us we can get you scheduled to draft next month for the amount of 20,210 for the family coverage that you have.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Um, all right.
[CUSTOMER][POSITIVE] So I do not have to worry about it lapsing since tomorrow is the [PII].
[AGENT][NEUTRAL] Right, because right now it actually you're paid to [PII] and until the group pays that April premium, you're not gonna lapse. And I, I think the way they pay is they pay in the middle of the month and following the next month they pay a month behind. Yeah, it's showing that your last premium that we got in April was for the [PII] and then that was for the month of March and then in March.
[AGENT][POSITIVE] They sent February's premium around the [PII]. So as long as we get everything transitioned before the [PII] of next month, you should be fine and even still, like I said, we're gonna make you effective 51. So it's basically like you're just transferring over with no lapse in coverage.
[CUSTOMER][NEUTRAL] OK, great. OK, because I was really worried about that. And this is just my cancer policy. This is not my life insurance policy, is that correct? Or would this be both?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That is correct. That's just your cancer policy. We didn't sell life to the group. That may be with a different company, um, but it's not with us. I'm not sure who it's with. You might can call your employer and see who it might be with, and they can give you a name. Um, but again, uh, um, the information, once you get it, send it back to us. We'll get everything transitioned. If you have a specific time of the month that works better for you to be drafted.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, please let us know, but just keep in mind, depending on when you send it, for example, if you decide to send it on the [PII], your draft date would have to be after the [PII] because we've already had ran the drafts for the first week at that point, um.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] OK, yeah, because I would like it to be drafted between the [PII] and the [PII] because I'll get paid on the [PII] and he gets paid on the [PII], so would I just notate that on there somewhere or?
[AGENT][NEUTRAL] Yes, ma'am, and I'll notate it in our, um, in the notes as well for our conversation of what you stated so that way they'll see that as well.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Are
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] There is room to notate on the form at the bottom, at the top, whatever, wherever you decide it, we'll see it and we'll catch it. So, just to reverify, Ms. [PII], we're gonna be sending you a continuation letter so you can keep your cancer policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, you should get it within 10 to 15 minutes. It is gonna be coming from [PII]. Also gonna have mail this. So I know you probably verified your demographics with Tory, but I wanna make sure since I am sending you stuff, can you please re-verify your mailing address and email account, please? Bless you.
[CUSTOMER][NEUTRAL] Yes, it's [PII] and instead of the email that you have on file, can you actually send that to my new work email and that number or that email address would be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So that's gonna be [PII]. Is that correct, Ms. [PII]?
[CUSTOMER][NEUTRAL] There's 2 seats that would give him.
[CUSTOMER][NEUTRAL] U R E.
[AGENT][NEUTRAL] OK, got you. I apologize. I saw that, but I only put one down.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] All right, so I've got and what I'm gonna do as well, I'm just gonna CC your personal email just in case um if that's OK just.
[CUSTOMER][POSITIVE] That is all right.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] All right, well I'm gonna get this information typed up and get it sent to you, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that should be it.
[AGENT][POSITIVE] Well thank you for calling APO and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye.