AccountId: 011433970860
ContactId: 091cda00-1deb-4154-9dcb-fdbd45392e03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 556229 ms
Total Talk Time (AGENT): 190846 ms
Total Talk Time (CUSTOMER): 237445 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/091cda00-1deb-4154-9dcb-fdbd45392e03_20250512T21:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes, I am signing up for this um this this 401k for 401k benefits.
[CUSTOMER][NEUTRAL] So through this paperwork my job gave me and I'm just trying to see, um, I had a question or two with filling it out.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, we don't do 401k benefits. Uh, we do like cancer policies, hospital indemnity, secondary gap policies.
[AGENT][NEUTRAL] This is an American public life.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh well when we were sorting through the paper she told us to put 401k on this.
[CUSTOMER][NEUTRAL] Form, oh, well, can you explain to me how does this work then for for the job benefits, um, just trying to see if I'm gonna sign up for it and that.
[AGENT][NEUTRAL] OK, do you have your um what employer do you work for?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Lo, L O C K E Protective Services.
[AGENT][NEUTRAL] Um, you'd wanna contact your human resources to see if they can, you, I, I'm not.
[CUSTOMER][NEUTRAL] Bye. You too.
[AGENT][NEUTRAL] I'm not sure which services uh through your policy or through your employer. Do you want to check, check with your human resources and see what services they offer with APL, but we don't have anything to do with 401k.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Check the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] OK, well, could you, it's like two questions on here that I was confused about. Well, when they ask me for the payroll deduction frequency, um, I, I assume that's every, um, for how many times you want them to take out.
[CUSTOMER][NEUTRAL] Per month or per check um so I've checked that one so now I'm confused where it says skip mode. Can you, um, I tried to Google it to see if I can, but I didn't understand so I was just trying to see how.
[CUSTOMER][NEUTRAL] Um, exactly what does that mean, skip mode.
[AGENT][NEUTRAL] Um, I'm not sure because we, we just, we administer on behalf of employers, so the payroll deductions are through your employer.
[AGENT][NEUTRAL] And then we just deal with your claims and then your policy information, how it processes so you'd wanna contact your human resources.
[CUSTOMER][NEUTRAL] Well, they told me to call you guys if I had any questions, so.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Yeah, like I said, we don't
[CUSTOMER][NEUTRAL] Is there anybody that I can speak with um like for customer service or anything?
[AGENT][NEUTRAL] Well, what does it, did they list what policies that you're eligible for? Did they give a plan name or?
[CUSTOMER][NEUTRAL] Mhm, it just says American Public Life Insurance is a form, um, individual product application for life and health insurance payroll market direct bill form proposed insured information. I put my information and my address, um.
[CUSTOMER][NEUTRAL] Applicant is asking for my um information as far as full time, the hours, salary, um occupation, higher date, and then after that it says payroll deduction frequency um I checked 24 and then it says skip mode 89, 10 or 11 or indicates the month.
[CUSTOMER][NEUTRAL] I guess I can indicate, but I don't understand what exactly.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Let me um look up your group real quick.
[AGENT][NEUTRAL] Uh, what city and state is your company in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have a [PII]. Is that who you were speaking with?
[CUSTOMER][NEUTRAL] Um, for Lock, L O C K E protective service, you're talking about for the human resources lady.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I believe her name was [PII] or something like that.
[CUSTOMER][NEUTRAL] But I mean,
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mm, I'm not familiar with that name.
[CUSTOMER][NEUTRAL] Uh, I hadn't heard of a [PII] in the office.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean it may be, but I've only spoke with [PII], um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Are they, you know, if they're in human resources?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Only one that I know of in Human Resources is um [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] It's just that if I don't have you in the system, I don't know how to instruct you to fill out something like what's offered, um.
[CUSTOMER][NEUTRAL] You need my name?
[AGENT][NEUTRAL] Yeah, but you're, you said you, you're just now getting the insurance, is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Or I can give you the name of the company.
[AGENT][NEUTRAL] Yeah, I've, I've got them on our system um we just have two members under the group, so, uh, let's see.
[AGENT][NEUTRAL] So it, it tells you about a life insurance option and then what was the other one?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's just asking about the payroll deduction frequency get low. This is a form for American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] And she said this is our 401k so.
[AGENT][NEUTRAL] OK, yeah, I mean, we don't, that's why I'm a little bit confused because we don't do 401k, so I don't know if she was confused on the information she provided, but I know for certain we do not administer 401k at all.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, and I know 401k has different like parameters that you can potentially deal with with payroll deductions, etc. but we're like I said we don't do 401k, so I'm not sure.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Not sure what's what's happened.
[AGENT][NEUTRAL] Uh, we, like I said, we do like accident policies, we do life insurance.
[AGENT][NEUTRAL] Um, we do like supplemental medical policies, but no 401k at all.
[AGENT][NEUTRAL] Um, so I, I, you might call her back and say, you know, like, I spoke with [PII] and they don't do 401k, so I'm not sure if she gave you the wrong form for your 401k.
[AGENT][NEGATIVE] Cause it's, if y'all have it, it's definitely not administered by us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so in the event that I do decide to do this, what I just need to at least know what ski mode is, so I'll have to.
[CUSTOMER][NEUTRAL] Call back, um.
[AGENT][NEUTRAL] Well, we don't do, I, we don't.
[CUSTOMER][NEUTRAL] If I do I do it.
[AGENT][NEUTRAL] You don't do anything with skip mode. It's either your information is payroll deducted through your employer, so it would be if you get paid biweekly, that's when it would be deducted.
[AGENT][NEUTRAL] Um, so it wouldn't apply.
[CUSTOMER][NEUTRAL] Got numbers here. It got, it's um.
[CUSTOMER][NEUTRAL] Like multiple choice where I check in a box there's like 4 choices, skip mode 89, 1011.
[CUSTOMER][NEUTRAL] And then um it says or indicate the month, um, the deduction I checked 24, which I, I guess I mean 2 times out the month.
[CUSTOMER][NEUTRAL] They do, but then it says skip mode mode.
[CUSTOMER][NEUTRAL] You know, I was just kind of confused about.
[AGENT][NEUTRAL] Yeah, I mean, I, I've never heard of a skip mode applying to our premiums is what I'm saying, so I'm not sure where I don't, I don't know where that came from and it doesn't have anything to do with 401k, so we don't have anything to do with 401k.
[CUSTOMER][NEUTRAL] Well, I know, I, I understand that. I'm just saying if I decide to do the life insurance, I'm just trying to understand this. I know that y'all don't do anything with 401k, but I'm just saying if I decide to do this life insurance, I just want to know that answer in particular because.
[CUSTOMER][NEUTRAL] I don't know exactly what what it means.
[CUSTOMER][NEUTRAL] If I decide to do the life insurance, I won't have to call back and try to figure this out. She told me to call you guys.
[AGENT][NEUTRAL] OK, um, let me place you on a brief hold if you don't mind.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.