AccountId: 011433970860
ContactId: fc20b103-028f-49a2-b21e-977eac920c06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370010 ms
Total Talk Time (AGENT): 143551 ms
Total Talk Time (CUSTOMER): 178751 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/fc20b103-028f-49a2-b21e-977eac920c06_20250306T13:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, good morning, [PII]. It's [PII]. How are you today?
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm all right, thank you. So I have an insured on the line who has received a letter that we sent out regarding porting um her coverage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she just has some questions on it. She didn't know what this is about, um, that she was an Apple green insured.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I did locate the letter and I mean it's this policyholder request to support coverage but you know an electronic funds transfer things anyway but um the policy shows laps as a 121.
[AGENT][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] OK, yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] And yeah, it's basically why did she receive this and you know what is it, but she's fully verified everything in the system is correct and obviously I didn't bring up the OSC since the policy is currently lapsed.
[AGENT][NEUTRAL] OK, yes. OK.
[CUSTOMER][NEUTRAL] All right. And the phone number that should be on the screen is actually the one that she's calling from. Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Oh, I guess that would be helpful for you, wouldn't it, [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 2453072
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] That is her, yes.
[AGENT][NEUTRAL] That name is familiar. OK.
[AGENT][NEUTRAL] I don't know why.
[CUSTOMER][NEUTRAL] There's not any, I don't know, there's not any yet. And you know, her name is kind of familiar to me but it doesn't, uh, there's not hardly any notes. I mean, like 2.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK. All right. Got you.
[CUSTOMER][NEUTRAL] All right. Well, are you ready for this side?
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] I am ready. Thank you.
[CUSTOMER][POSITIVE] OK, [PII]. Well, thank you and have a great day, OK?
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thanks. Bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Good morning, Ms. [PII].
[CUSTOMER][POSITIVE] Good morning. How you doing?
[AGENT][POSITIVE] I am good. How are you doing?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] Now, [PII] was telling me that you were calling because you received a portability letter from us.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I am just looking here. Um, now, this is on your cancer policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, just offering to let you keep it if you want to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and if you kept it, you know, you'd have to pay it on an individual basis, so that's why you received that electronic funds transfer in case you wanted to keep it on a monthly bank draft, you know, they just provided all of that in just in case.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, now if I wanted to keep it, what would be the monthly payment?
[AGENT][NEUTRAL] It is 3264.
[CUSTOMER][NEUTRAL] 3264.
[CUSTOMER][NEUTRAL] OK, now if I decided to cancel it.
[CUSTOMER][NEUTRAL] Then what happened?
[AGENT][NEUTRAL] Um, now, you can cancel it at any time and you know, we would just, you know, lapse your policy and that would be it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] There's no uh there's no cash refund.
[AGENT][NEUTRAL] No, ma'am. Not on a cancer policy.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK and uh OK, so right now when would I have to make the first payment?
[AGENT][NEUTRAL] Um, now, it shows that your policy lapsed [PII], so, um.
[AGENT][POSITIVE] You know, you would have, yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] You don't think that's right.
[CUSTOMER][NEUTRAL] OK, go ahead, I'm sorry, December.
[AGENT][NEUTRAL] Um, so you know you would have to pay the back pay premiums to catch it up, um.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] OK, December February.
[CUSTOMER][NEUTRAL] March
[CUSTOMER][NEUTRAL] At 3:32 64 OK.
[AGENT][NEUTRAL] And that would be December, January, February, and March.
[CUSTOMER][NEUTRAL] Mhm. Oh yeah, you're right. I'm sorry, I forgot about January.
[CUSTOMER][NEUTRAL] The overnight kicking in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um you do have 30 days from the date of the letter to decide, you know, so you can, you know, think about it, you know, whatever you need. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But yes, that it would have to be called up from December.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, um, and then, uh, is there a direct line to you or?
[AGENT][NEUTRAL] Uh, no, ma'am. Just
[CUSTOMER][NEUTRAL] Because they, they
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just come, just call back and say and just get my policy number and that I wanna continue services.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, I got it.
[CUSTOMER][NEUTRAL] And the payment will be sent to uh customer service [PII] or if I or can I pay it by debit card?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You can pay it by debit card, yes ma'am, just by calling in, um, you sure can do that.
[CUSTOMER][NEUTRAL] OK, OK, alright, let me uh let me see what I'm gonna do here.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate your time.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Oh, you are welcome. Can I do anything else for you?
[CUSTOMER][POSITIVE] No, that's, that, that, that is it. Thank you so much.
[AGENT][POSITIVE] OK. OK. Thank you, Ms. [PII]. You have a good day and thank you for calling AP. Thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you, honey. Uh bye-bye.