AccountId: 011433970860
ContactId: 0f00a079-4dd7-4ea8-ab93-ff6b200fd872
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516630 ms
Total Talk Time (AGENT): 194117 ms
Total Talk Time (CUSTOMER): 299378 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/0f00a079-4dd7-4ea8-ab93-ff6b200fd872_20250620T19:11_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 [PII]. Did you just try to call me back?
[AGENT][NEUTRAL] Oh, I did, yeah, um, [PII] forwarded me your email and I just wanted to call and see how I could help.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So on.
[CUSTOMER][NEUTRAL] Thrive's website, not Thrive website, OMES's website, we have all of the voluntary payroll deduction vendors.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, listed and.
[CUSTOMER][NEUTRAL] You guys are with.
[CUSTOMER][NEUTRAL] Which company are you with?
[AGENT][NEUTRAL] Um, APL or American Public Life.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, American Public Life so I have listed um and the reason why is because a um one of our payroll um individuals called me from an agency and said hey can you change this on the website and it has complete different information for what I have for you guys on on our website.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, um, like on one side I have American Public Life Insurance Company, and we have your code and then the vendor remittance claim information that contact person I have down well the address I have is [PII], but what she showed me was different than that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What did, what did she show you? Is it, OK, first of all, is your PO box, is it the [PII], the [PII]?
[CUSTOMER][NEUTRAL] No, it says [PII]. Let me find I have to look her up, um, on my team's chat.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is the the address that is listed, is this where people can mail stuff, or is it our, what exactly?
[CUSTOMER][NEUTRAL] This is where the remittances where the agency sends the check.
[CUSTOMER][NEUTRAL] For customers that you have that probably they have an employee or employees who have taken something out um a policy out with American Public Life, and so she sent me that said Department [PII].
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] And that's not even on our website. Even the [PII]'s not the correct.
[AGENT][NEUTRAL] OK, so basically we just need to update the address for the agents like if the agency sends the check, like where would they send it to, correct?
[CUSTOMER][NEUTRAL] Yes, and if I have the correct contact person I have is [PII].
[AGENT][NEUTRAL] OK, is that the.
[AGENT][NEUTRAL] Yeah, she's still here. [PII] is still your contact. Yeah, um, let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the phone number I had was an [PII] but it would never take the [PII] so I need to probably get that updated.
[AGENT][NEUTRAL] OK, so the, also the, OK, hold on a second.
[AGENT][NEUTRAL] Let me see if I have my
[AGENT][NEUTRAL] And you said the [PII] was [PII]?
[CUSTOMER][NEUTRAL] To mhm but it it keeps going the same message if you know the extension dial it now and so I put it in and then it keeps going back to this, yeah.
[AGENT][POSITIVE] It just keeps like recycling.
[AGENT][NEUTRAL] OK, um, and it's just the like the normal 800 number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK. So I'm gonna get you the address and then the phone number and extension.
[AGENT][NEUTRAL] Let me just verify that I'm correct and then um I can call you back or I can email you.
[AGENT][NEUTRAL] Is that OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which one?
[CUSTOMER][NEUTRAL] Um, also on the right hand side it has American Public Life Insurance Department [PII]. Is that correct as well?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's what it has.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hm, where is this, and you, and what are you reading off of just so I can be clear.
[CUSTOMER][NEUTRAL] Off of our our website.
[AGENT][NEUTRAL] OK, what's your, let me look, what is your website? Let me look and see if I can.
[AGENT][NEUTRAL] Then I can show somebody what.
[CUSTOMER][NEUTRAL] Oh, it's alright, so you have to go to [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] If you'll go there then I have to guide you from there because it's several clicks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I'm ready. No, you're OK. No, you're fine.
[CUSTOMER][NEGATIVE] Unfortunately.
[AGENT][POSITIVE] I'm ready when you are.
[CUSTOMER][NEUTRAL] Then you go to up at the top it says divisions.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, go down to human capital management there on your left.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Click on that and then you'll see in the middle employee benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And more information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then on the left hand side you'll see voluntary payroll deduction.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then this will be supplemental insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's where we go down to American Public Life. You're the 3rd 1 I believe. So this is what we're showing we have the vendor ID which is kind of like your main company information and then on the left is the who the remittance or when people pay when the agencies pay out of the.
[AGENT][NEUTRAL] Oh, I see. Oh, OK.
[CUSTOMER][NEUTRAL] Because it's a payroll deduction for their employees and then they take that out and then they send you guys the check.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um, OK, well, let me get, let me get somebody that will give me the correct information and then, um,
[AGENT][NEUTRAL] And then, do, do you mind if I call you back or do you want me to email you? Or I guess I could email you if something has changed because then at least you have it in writing of what should be. Is that OK? OK.
[CUSTOMER][NEUTRAL] Either what?
[CUSTOMER][NEUTRAL] Then I can copy it, mhm.
[CUSTOMER][NEUTRAL] OK. All right. So my name is.
[AGENT][NEUTRAL] Yeah, let me do that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII] like you, you had the OES to get into here, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right. That's what I have, so I have it right here. So let me just get some clarification on exactly what we need if we need, um, obviously we need to change a few things and then I'll, I can email you those changes.
[CUSTOMER][POSITIVE] Absolutely and you know what? I don't have um an email for [PII] because we also have a uh health and vendor expo, the VPD expo every September.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know where that they could come have a vendor table and talk with employees face to face.
[AGENT][NEUTRAL] Oh, OK, um, that wouldn't be [PII], but we do, um, have some, I wonder if some of our, um,
[AGENT][NEUTRAL] Like our regional sales managers would come out and be able to um have some information and that's uh that's a regional vendor sales meeting or sales like kind of convention.
[AGENT][NEUTRAL] And that's in September?
[CUSTOMER][POSITIVE] Well, we call it an expo because I actually do wellness. I'm the employee wellness program coordinator and I have an expo every year where we've combined the VPD expo with the health expo but I do I'm overseeing all the VPD now.
[AGENT][POSITIVE] Excellent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Gotcha. OK.
[CUSTOMER][NEUTRAL] I don't know for how long but but yeah I've been doing it for the last year so I just update the website I I email somebody every year and say hey is this information still correct but I just, I didn't have an email.
[AGENT][NEUTRAL] Got you. OK, OK, well let me um.
[AGENT][NEUTRAL] Let me see what they wanna do about um getting this updated and I can, I can sure let you know and I'll let them know about the vendor too or about the expo, excuse me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Well thank you for calling me back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, you bet thank you for calling me.
[AGENT][POSITIVE] Mhm mhm. Enjoy your day. Talk to you soon.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] I