AccountId: 011433970860
ContactId: 081c33f3-a9a6-4519-a335-345a9ed4289b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433299 ms
Total Talk Time (AGENT): 184120 ms
Total Talk Time (CUSTOMER): 131738 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/081c33f3-a9a6-4519-a335-345a9ed4289b_20241230T19:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is uh [PII] calling.
[CUSTOMER][NEUTRAL] And I had a question regarding um my account.
[CUSTOMER][NEUTRAL] Um, I am actually retired today and so I won't be having um.
[CUSTOMER][NEUTRAL] My policy paid by my former employer, so I was wondering how that works because I don't wanna lose the benefits.
[CUSTOMER][NEUTRAL] Did you see that spreads
[AGENT][NEUTRAL] OK, uh, OK, [PII], um, let me go and get uh some information to you uh from you and I will uh be able to get that taken care of for you. Um, would you happen to have your policy number by chance?
[CUSTOMER][NEUTRAL] Yeah, I do. It's 76915.
[CUSTOMER][NEUTRAL] Like, where do they live?
[AGENT][NEUTRAL] 76915, correct?
[AGENT][NEUTRAL] Just give me a second.
[AGENT][NEUTRAL] Alright, and could you please verify um the last four of your social and the address I would have on file?
[CUSTOMER][NEUTRAL] It's [PII] and it's uh [PII].
[AGENT][NEUTRAL] And zip code please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Uh, thank you for verifying that for me. So let's see.
[AGENT][NEUTRAL] For north uh north northwest Bank of Arizona.
[CUSTOMER][NEUTRAL] What, what do you have on? I'm having a real tough time hearing you. So what, what was that last statement?
[AGENT][NEUTRAL] I'm sorry. Um, can you hear me better now?
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] You may have already been transitioned to, did you already request or like did you tell your employer that you wanted a self pay or anything like that?
[CUSTOMER][NEGATIVE] No, I didn't. I completely forgot. I sent, um, an email to you guys back about, uh, 3 weeks ago and didn't hear anything back. And then I something came up and I just never dawned on me till today when I was looking on bill. I was like damn, I didn't get any information. I didn't tell them any information on what to do about that, so.
[AGENT][NEUTRAL] OK, because it looks like it may be set up, but um let me.
[AGENT][NEUTRAL] I'm gonna have to double check really quickly the customer service um because it looks like they, it looks like it's set up but um I just wanna make sure because I don't wanna give you the incorrect information. Uh, would it be OK if I just put you on a brief hold just so I can double check um really quickly?
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII]. This is [PII] in billing. How are you?
[CUSTOMER][POSITIVE] I'm doing well. How about yourself?
[AGENT][NEUTRAL] I'm doing well. um, I have, I was wondering if you would be able to help me with something. I'm not sure if this customer service would be able to confirm or not, but I've never had like a um member who like he said he's retiring and he wants to uh do like a self pay or something, and I pulled up his policy and it looks like maybe it's already set up for self pay, but I don't see any notes and he said that he put sent like an email to the care team but he never heard anything back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but I didn't know if I would give you the policy number if you'd be able to see.
[CUSTOMER][NEUTRAL] What's
[CUSTOMER][NEUTRAL] Yeah I can I can tell.
[AGENT][NEUTRAL] OK, it's 76915.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] He's already set up on a monthly bank draft, um.
[AGENT][NEUTRAL] That's what I
[CUSTOMER][NEUTRAL] Let me see when it got done.
[CUSTOMER][NEUTRAL] Girl, he's been paying Bain drive for a long time.
[CUSTOMER][NEUTRAL] Maybe he forgot.
[AGENT][NEUTRAL] That's what it looks like, but I was like, he said he's just now retiring and I, and I didn't even, I don't like there's not even an employer listed in here when I go and see.
[CUSTOMER][NEUTRAL] It looks like he did it in [PII].
[CUSTOMER][NEUTRAL] Maybe he just forgot, girl.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or maybe he's inquiring about some other insurance, just let him know that he's been on a bank draft with us since [PII] and he does have an active cancer policy. He might be looking for something else.
[AGENT][POSITIVE] OK, alright, thank you so much, [PII].
[CUSTOMER][POSITIVE] You're welcome, hon. Hope you have a good day.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi, uh, [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah, I'm still here.
[AGENT][NEUTRAL] OK, so I was able to verify that, yes, um you are set up on a bank draft for your cancer policy. Um, I just wanted to clarify, is that the only policy that you were inquiring about was the cancer policy?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, yeah, you do have um you are set up on a bank draft for that.
[CUSTOMER][NEUTRAL] Oh good, so it's not taken out. All right, um.
[CUSTOMER][NEGATIVE] Yeah, because I paid into that for 34 years and I don't wanna.
[AGENT][NEUTRAL] Yeah, no, you, you definitely still have it, it's still active. Let me see, uh.
[CUSTOMER][NEUTRAL] Use it so I didn't know.
[AGENT][NEUTRAL] Um, it looks like, yeah, and you are, you're already you are paid up to [PII], so it looks like your next bank draft should come out in the next couple of weeks maybe and I'll get you paid to, um, February, but you're paid currently, your policy is active and looks like everything's good to go.
[CUSTOMER][POSITIVE] Alright, good deal, appreciate that. All right, thank you.
[AGENT][POSITIVE] Yeah, no problem. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it, appreciate it.
[AGENT][POSITIVE] All right, well, it's a great pleasure assisting you and a happy new year.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Thanks bye