AccountId: 011433970860
ContactId: 1d1b94c4-33ed-4c49-b9ea-9e87cfab4ddc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 575940 ms
Total Talk Time (AGENT): 315823 ms
Total Talk Time (CUSTOMER): 170963 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/1d1b94c4-33ed-4c49-b9ea-9e87cfab4ddc_20250404T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I've got a question. We are, um, my name, I'm calling from Trove Private Well and my name is [PII]. Um, we use financial advisor benefits is our, um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sorry, they're the like uh like administrator to our account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, um, well our employees just recently got their APL packages in the mail and they, um, apparently the like payment is listed as payroll deductions, um, so I'm just wondering if there's a way to change that wording because it doesn't get deducted from the employee's payroll it just comes directly from the company.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and I have a, a group number if that's helpful to you.
[AGENT][POSITIVE] Alright, so I'd be happy to look into that for you today um just in case we get disconnected, what's a good call back number for you?
[CUSTOMER][NEUTRAL] Oh yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 9804
[AGENT][NEUTRAL] OK, and what's the group number?
[CUSTOMER][NEUTRAL] 18126
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify who the contact person is at um financial advisors?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And her email address?
[CUSTOMER][NEUTRAL] Sure it is.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, and the last thing I just need to verify is um financial advisor benefits address. Do you have that?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][POSITIVE] Perfect, [PII] thank you so much for verifying that.
[CUSTOMER][NEUTRAL] That's their physical address. They have a mailing address too.
[AGENT][POSITIVE] Yes, and that's that's good that's all I needed um so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As far as the wording on the, so you mean on the policy certificates?
[CUSTOMER][NEUTRAL] Yeah, let me pull up the email that my employee sent me, um, she scanned me a copy. It's um, it certificate of insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is what it says at the top and then it's the number it says GA0508 accident only insurance.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, so what is the, there should be um number under that that starts with a 0. Do you see a number? I just wanna look at the, uh, the document that you're looking at.
[CUSTOMER][NEUTRAL] Yes, the certificate number, yes, um, 026.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 07952
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, give me just a moment. It takes a couple of minutes to load.
[CUSTOMER][NEUTRAL] OK, actually I, I have another question once you, once you get that pulled up that I'm seeing on here that doesn't make sense.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, go ahead and shoot. What's that question?
[CUSTOMER][NEUTRAL] The the policy effective date [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] That OK, so the policy on here that is the group.
[AGENT][NEUTRAL] So the policy number 181.
[CUSTOMER][NEUTRAL] That's what that, so that's when financial adviser benefits.
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that pertains to them, not to us.
[AGENT][NEUTRAL] And right, so what the insured needs to what your employee needs to look at is the certificate effective date that is their effective date of the their policy. So um yes, so it's a little weird, yes um but the policy number is the group number yes sorry about that um and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, no, that was confusing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] So the method of payment is what they're looking at is what I'm assuming where it says payroll deduction, is that correct?
[CUSTOMER][POSITIVE] Yeah, right, that's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so these are automatically generated, um.
[AGENT][NEUTRAL] For all of financial um advisers groups that they have, so I don't know if that can be adjusted. I will do some research though and reach out and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but yeah, so the payroll deduction just means.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And in the meantime I've sent.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] As you said, I've I've I've sent an email to the team so that everyone else.
[CUSTOMER][NEUTRAL] will be aware when they open theirs in the mail. So, so I've got the word out, but um but go ahead, what whatever you were going to say, sorry I cut you off.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, no, you are perfectly fine. A lot of times there's a lag in the phones and so like I'll start talking and then somebody will start talking and so um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] There is
[AGENT][NEUTRAL] So what that method of payment is is we only have basically 3 methods of payment and so uh one method of payment is payroll deduction which means that the policy is through a group.
[AGENT][NEUTRAL] Um, so whether the group pays for their benefits or whether it's voluntary, um, it still is, that's the method of payment is payroll deduction that that's how it's set up in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the second one is bank draft, which is um if the you know if it's portable and they leave your company.
[AGENT][NEUTRAL] And they want to continue then that's the second method of payment and then uh the third is direct bill which is also if they leave or retire, um, and they continue the policy if applicable, um, they choose to have a bill sent in the mail instead of doing a bank draft so really.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's our 3 method of payments, um, and I don't know that's why I said I don't know if we can change the wording of that on y'all certificates specifically. Uh, I can reach out though and see and give you a call back, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is the number you gave me at the beginning of this call the best number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, no, it's not, I mean, not.
[CUSTOMER][NEUTRAL] Uh, it was [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] That's what I gave you, right? Yes, yep, that would be fine.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, yeah um I don't think we will be able to do anything but I do want to reach out just to make sure um but yeah that's what that means so it doesn't mean that we're receiving.
[CUSTOMER][POSITIVE] OK, alright, I appreciate that.
[AGENT][NEUTRAL] Premiums from the individual from their payroll just means that they are on a payroll and this is through.
[AGENT][NEUTRAL] Their employer.
[AGENT][NEUTRAL] So it, it would be easier if it said method of payment employer employer deduction or whatever, but yeah, I will reach out and see if there's anything we can do.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] OK thank you I appreciate that.
[AGENT][NEUTRAL] No problem, [PII]. Was there anything else I could do for you?
[CUSTOMER][NEUTRAL] No, that was it really.
[AGENT][POSITIVE] Alright, great. Well, um, I will do some research and I'll reach back out and let you know what I find and if you have any other questions you can always give us a call back and thank you so much for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.