AccountId: 011433970860
ContactId: 088f829d-09b2-43de-82c5-46fe6ef7ec53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361670 ms
Total Talk Time (AGENT): 169861 ms
Total Talk Time (CUSTOMER): 162536 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/088f829d-09b2-43de-82c5-46fe6ef7ec53_20250516T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with APL care team. I have a [PII], I honestly can't pronounce her last name on the line. She is fixing to retire and she's trying to um fill out some paperwork for us to be able to change her mode of payment from her employer to herself, and I don't know quite the question she is asking because she's wanting to change her mode of payment.
[AGENT][POSITIVE] OK. OK, yes, I can help her with that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is that?
[CUSTOMER][NEUTRAL] Uh, I verified her and
[AGENT][POSITIVE] Oh, thank you. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She has 3 policies with us.
[AGENT][NEUTRAL] What is the
[AGENT][NEUTRAL] It, OK.
[CUSTOMER][NEUTRAL] And I, I have one of them.
[AGENT][NEUTRAL] OK. One is just that.
[CUSTOMER][NEUTRAL] OK. Uh 586.
[CUSTOMER][NEUTRAL] 002.
[CUSTOMER][NEUTRAL] And do you want her callback number?
[AGENT][NEUTRAL] Uh, please, just in case.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. All [PII], thank you.
[AGENT][POSITIVE] Oh, just the, OK, I'm ready whenever you are.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] [PII], are you still on the line? I am.
[CUSTOMER][POSITIVE] Alright, I have [PII] from customer service on the line and she is going to be able to help you with that.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Right, thank you so much. Have a great day. Yes.
[AGENT][NEUTRAL] Hi, Miss [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service, um.
[AGENT][NEUTRAL] Now [PII] was just telling me that you are wanting to change your policies to an individual um so that you can pay those on your own.
[CUSTOMER][NEUTRAL] Well, I, I'm fixing to retire from Monroe City Schools.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], but my checks will be paid. I'll get a check from under those cities to um the end of August, but I'm just filling out my retirement paperwork, electronic funds transfer to send out to all my insurance companies, and it says down here y'all asked for a policy number, but I have 3 policies and I wasn't sure what I'm supposed to put there.
[AGENT][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] Oh, OK, um, do list all three of them just to be sure that um we, you know, catch all of those because it looks like your intensive care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, and then cancer and hospital indemnity.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes ma'am, I have 3, yes ma'am.
[AGENT][NEUTRAL] Um, do you have all of those policy numbers?
[CUSTOMER][POSITIVE] I do yes ma'am, right here on this other piece of paper.
[AGENT][POSITIVE] OK, OK, OK, yes ma'am, um, do just, if you don't mind include just uh write all of those numbers, um, you know, just to make sure we don't miss anything.
[CUSTOMER][POSITIVE] Oh no, ma'am, I sure will. I'll put all three of them. I don't need y'all to miss any of it. I don't need to lose myself.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] And usually that doesn't happen, but I like to be on the safe side, you know.
[CUSTOMER][NEUTRAL] Oh yes ma'am. I, I fully agree with that. Yes ma'am. And but let me ask you this, I, I'm, like I said, I, I will be getting paid through the school board until [PII]. Do I need to go on and send this in now? Does it matter? I mean, it has my retire it says this will be effective with the [PII] billing.
[CUSTOMER][NEUTRAL] So if I'm gonna send this in, I won't lose this, will you?
[AGENT][NEUTRAL] No ma'am, we will not. I, I hope no, I'm kidding we would that is fine to go ahead and send that just as long as you know it could be October before you see it come out on your end um it just depends on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When the group lets us know to take you off of the billing, um, and sometimes that takes several weeks, um, just because if, if they pay behind, you know, like a lot of the school districts pay behind on purpose, you know, um, and so it does take.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] A little extra time for us to get it on our end and then for you to see it come through your veins.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, so it definitely could be in October and, and that doesn't mean anything's wrong if it takes that long. But if you don't see it by the end of October, I would definitely call us back. Um, I would expect it to be done by then for sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, and I'll try to remember during that time period just keep an eye on maybe call y'all.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] It's like middle of August or something and see and then check with them, OK, OK, alright, well I can do that. I will include all the policy numbers.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, yes ma'am, and I can let me real quick, I'm adding up your policies, you know, to see what you can expect.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think it's 6165.
[AGENT][NEUTRAL] It sure is. That's it. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they will all be in one on your, you know, when you see your bank draft come through, it will be the one total of 6165.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK dokey.
[CUSTOMER][NEUTRAL] I guess that's all I needed today.
[AGENT][NEUTRAL] OK. Oh, you sure about, I mean, anything else I can do for you?
[CUSTOMER][NEUTRAL] No ma'am, I just like I've had this paper for a week and I, I've been meaning to call and I said let me call them right now before I leave and see if I can get this in the mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and that should take care of it.
[CUSTOMER][POSITIVE] Yes ma'am, thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You are welcome. You have a good day, Ms. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Goodbye.