AccountId: 011433970860
ContactId: 192dcca2-24a2-47fb-b8e7-f4f6e828e4cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 733760 ms
Total Talk Time (AGENT): 456067 ms
Total Talk Time (CUSTOMER): 294520 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/192dcca2-24a2-47fb-b8e7-f4f6e828e4cb_20250124T18:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm doing good. How about yourself?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a member on the line that she says she's retiring, uh, on the [PII]. She has several accounts with us and she has like 1234 accounts. She wants to know if there's any way she can port all 4.
[CUSTOMER][NEUTRAL] And um and to see what's her next step.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] Um, let me give you one of them, um, 655-870.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][POSITIVE] Well, lucky me, she can port all of them.
[CUSTOMER][NEUTRAL] Oh wow, OK, um.
[AGENT][NEUTRAL] Yeah, I'll have to send her method of payment letter. What's her callback number?
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[AGENT][NEUTRAL] Repeat it again. I'm sorry. I went blank. [PII] what?
[CUSTOMER][NEUTRAL] It's OK. It's [PII].
[AGENT][POSITIVE] OK. Now, I got it. I'm sorry about that. All right, I'm ready.
[CUSTOMER][POSITIVE] It's OK. No problem. Here she comes and I fully verify her, OK? Thank you. You too. Thank you. Bye.
[AGENT][POSITIVE] All right, love, have a good day. Thanks.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me Miss [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you very much. You're welcome. Have a good day, Miss [PII]. You do the same. Thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing OK. I'm talking to [PII], right?
[AGENT][NEUTRAL] Yes, ma'am. This is [PII] in the customer service department. Um, Miss So explained to me that I actually have all 4 of your policies, and she explained to me that you were wanting to continue your policies. You're no longer with the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Uh no, I want to continue paying for it, but I need to change the way it's paying for.
[AGENT][NEUTRAL] OK, right now it's being paid through your employer, so are they no longer going to pay for your policies?
[CUSTOMER][NEGATIVE] I've been paying for this policy, not my employer, it's been coming out of my check every month.
[AGENT][NEUTRAL] Right, but you're set up through Oklahoma Department of Veterans Affairs and they're pulling that premium from your check. We don't actually physically pull the premiums from your um employers, from your employment check. That's your employer.
[CUSTOMER][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] That's the
[CUSTOMER][NEGATIVE] OK, but if I want to change the way I'm paying for it, I cannot do that, is that what you're telling me? It was coming out of my paycheck.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Right, you have to if you're still with the group, you need to let it continue because the group has to notify us of normally if you're going on your own to want to pay for it, it's because you're no longer with the group, like you're retiring. Are you retiring or you're still employed with them?
[CUSTOMER][NEUTRAL] But now, but now.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I, I'm retiring. I'm gonna still be with them because they're gonna be paying for my retirement.
[AGENT][NEUTRAL] And they notified you.
[CUSTOMER][NEUTRAL] But when I got that call.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] When I got that policy, I was told if I leave the job, I can still keep the policy. That's why I've had the policy for over 20 years.
[AGENT][NEUTRAL] Right, and you can, when you leave the job, you can. So that's why I'm trying to get an understanding, are you no longer with them. And then if that's the like if they're not gonna be, they told you they're not gonna be paying your premiums because you're going through retirement, right?
[CUSTOMER][NEUTRAL] No, they didn't tell me that because that was coming out of my paycheck, but since I'm retiring, I wanted to make sure that it will still be coming out of my pay so I'm calling to find out what I need to do if I have to get a transfer.
[CUSTOMER][NEUTRAL] To to my bank account. Do you understand what I'm saying?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am, and it will have to be transferred um but they need to also let us know that you're no longer with them as well. That's what I was trying to explain to you so that way they don't overpay or you don't overpay, you see what I'm saying? Because right now you're only pay paid to um [PII], so when did you retire? When is that coming up?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm gonna retire the [PII].
[AGENT][NEUTRAL] OK. And that's fine. OK, so there's.
[CUSTOMER][NEUTRAL] So I was called, I'm sorry, I don't mean to talk over you.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] It's Miss [PII], it's just I was trying to get a better understanding of what's going on here and just make sure I'm telling you everything correctly. So yes, you can definitely keep all four of these, and I can send you a method of payment letter, um, and since
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right now you're not paid current, but I'm pretty sure the group's gonna be sending your premium in that letter we send does ask for one month and I'm gonna make it for February since you're stating you are retiring as of February. You just need to make sure that they um they know what you're doing and they and that they're not gonna be paying for it because I don't want it to be that they.
[AGENT][NEUTRAL] Pay for you a month or something or don't. So just, just follow up with them on that as well.
[CUSTOMER][NEUTRAL] OK, but um,
[CUSTOMER][NEUTRAL] I think the way they take it out, do they take, they take out half at mid month and the other half at end of month, right? Is there any way you can tell me that?
[AGENT][NEUTRAL] Right, they are paying for it biweekly, so I don't know if that's how you um how you're being paid, but we're billing them biweekly for it.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Every 2 weeks, yes, but since
[AGENT][NEUTRAL] Right. Yes, ma'am.
[CUSTOMER][NEUTRAL] You know, but since I was transferring, because I didn't know if they, they, I'm not sure if when, when my paycheck starts coming for the retirement, if it's still gonna come out of that. That's why I wanted to make sure I'm covering everything so I don't get, I don't fall behind or y'all don't cancel me. Does that make sense?
[AGENT][NEUTRAL] Right. Yes, ma'am. And definitely check with them about that and make sure they're not gonna be doing that, um, paying, paying your premiums cause I don't want you to be paying the premiums twice. So definitely check with.
[CUSTOMER][NEUTRAL] At least I'll be right here.
[AGENT][NEUTRAL] Yeah, right. You will get ahead, that we will do. We're gonna find the money we get, Ms. [PII], and it'll just pay in advance. Um, but, you know, just keep, check with them, double check with them. I'm still gonna send you a method of payment letter for all four. your benefits, your premium, all that staying the same. All we're doing is just changing who, who's responsible for the billing. So, um.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, if you want, you can do bank draft. That's the only monthly option that we offer. We don't send out a monthly bill, um, but we do have a bank draft authorization form we'll send to you if you want to do that. And if there's a specific time in the month, because you stated you're um going on retirement, if it works better on the [PII] or the [PII] of the month, you can put a note on there and say, please drive on such and such date if there's a specific time that would work for you. If not, it's gonna get set up for the [PII], um, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, just keep an eye out for that, Ms. [PII]. And let me just re-verify your address. I'm pretty sure Soul verified that, but since I am gonna be mailing you a letter, I just wanna make sure we do have it correct again, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I'm showing it's [PII].
[AGENT][NEUTRAL] [PII], yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am. And [PII]. Is that correct, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Alright, and do you happen to have an email address? I'm showing that we don't have one on file.
[CUSTOMER][NEUTRAL] No, I don't because I barely got my email because I was telling the lady when I set this up, I don't think we had phones at the time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. That's, yeah, that was way back then. I think when I first started here, we had, we had a fax machine and then we don't have that anymore.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So, uh
[CUSTOMER][NEUTRAL] Yeah, cause I have in my phone I have y'all as fax and I have the fax number only on my phone. That's to show you how long I've had the number.
[AGENT][NEUTRAL] Oh, wow. All right. Well, I
[CUSTOMER][NEUTRAL] So y'all, so y'all don't have a fax no more?
[AGENT][NEUTRAL] We do have a fax. It's just done digitally. It's not a physical machine anymore. That's just how advanced technology has gotten for us um and which it is.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh, OK, so that tells you how long I've had the policy.
[AGENT][NEUTRAL] Yeah, it is
[AGENT][POSITIVE] Right, which our fax numbers are still the same. All that's still the same, none of that changed. It's just we're able to do things on the computer, um, you just don't have to get up and deal with the paper anymore. So I guess it's, that's a good thing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, cause I don't have a laptop. I don't have a laptop or nothing like that. I'm using my phone, so I try not to put too much stuff on my phone.
[AGENT][NEUTRAL] Right, yeah, cause then it makes it run slow, so I understand completely. All right, Ms. [PII], well, those letters are gonna be going out in the mail, um, Monday. You should see them within 5 to 7 business days. Just keep an eye out for them. And as long as you get them back to us, um, you got 30 days technically when the letter goes out, but technically, you don't have a time period because no, your employer hasn't notified us of you retiring yet, so you're gonna stay active and.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And current um until they let us know otherwise as well. And if by chance you don't respond to my letter, you'll probably get, you will get no probably you will get another letter once they notify us that you're retired.
[CUSTOMER][NEUTRAL] OK. I'm just trying to get ahead of myself to make sure everything is covered.
[AGENT][NEUTRAL] Right. I understand completely, Ms. [PII]. It's a lot to deal with too when you're retiring. Um, so I, I understand, but just keep an eye out for it. Do you need our phone number or do you have it already?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, um, I called the, the number that I had on my phone, so I don't know if you all have a different number because when I call that they transfer me to to to whoever it is.
[AGENT][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] Was it a [PII] number? Do you recall just to make sure.
[CUSTOMER][NEGATIVE] I can't, I can't remember. No, I don't want to go back. I'm not tech savvy to go back on my phone and then we get disconnected.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's fine. I understand. I just wanted to make sure you had everything you need, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, that was it because I was more concerned on, on how I need to go about in paying you when I leave my job because I don't know if because I'm sure the same information is not gonna be there even though they're transferring. So I said I'm not sure that's it. So let me give you all a call and find out what I need to do before the [PII] gets here, yes.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes ma'am, and that letter does have other payment options as far as we can send a direct bill but we again we don't do a monthly direct bill we do it quarterly, annually and semiannually so it's whatever you're comfortable with um just respond back to us and I guess if there's nothing else I can help you with, I hope you have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Just a minute. You say y'all don't do it once a month, so I still have to do twice, twice a twice uh twice a week?
[AGENT][NEUTRAL] We don't do a once a month bill. We don't send out a, a physical bill every month. Now, we do do a draft every month.
[CUSTOMER][NEUTRAL] 00, so if I, when I, when you do send the paperwork, you can take that amount out like the end of month, right?
[AGENT][NEUTRAL] Yes, yes, we can take it out at the end of the month if you're wanting to set it up for a draft. You just need to fill out that draft authorization form and put on their draft on the [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEGATIVE] Because I'm not sure when I'm getting that check or when how they do the retirement checks. I don't know how they do it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And if, if that date doesn't work for you, you can call us the next month or whenever and change it for uh on it. Just make sure you call us after that draft happened for the current month. So for example, if it is the [PII], we'll need to change it after it drafts so you don't skip, you don't get behind a month on them and especially with having so many policies, um, but you can keep all of them.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK then. That's, that sounds good.
[AGENT][POSITIVE] All right, Ms. [PII]. It's been a pleasure speaking to you and again, thank you for calling APM. I hope you have a good day.
[CUSTOMER][POSITIVE] You do the same. Thank you very much.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.