AccountId: 011433970860
ContactId: 4659493d-0c53-4e42-9d40-d723f7188129
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 608909 ms
Total Talk Time (AGENT): 230250 ms
Total Talk Time (CUSTOMER): 223166 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/4659493d-0c53-4e42-9d40-d723f7188129_20250108T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], excuse me. My name is [PII]. I have a group for Mississippi Export Railroad in uh [PII]. Um last year, we wrote a gentleman by the name of [PII]
[CUSTOMER][NEUTRAL] Uh, on the application, he took out an accident policy for himself.
[CUSTOMER][NEUTRAL] And also I mean for his family, I'm sorry and um he also took out a
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] CPA 2200 cancer policy on himself, however,
[CUSTOMER][NEUTRAL] Uh, I did not put down the premium. I don't know how this got through, but I did not put down the premium on the policy, and I'm trying to see was he actually built for that cancer policy or it was that overlooked?
[AGENT][NEUTRAL] OK, alright, I can check the policies for you, Mr. [PII]. Can you please give me your group number?
[CUSTOMER][NEUTRAL] Oh Lord, uh, let me see if it's on here.
[CUSTOMER][NEUTRAL] I'm looking at his application. I don't see it, um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Can I give you my agent number? Would that help you?
[AGENT][NEUTRAL] Or, um, can you give me the name of the railroad that you said I heard export railroad. I've got that far.
[CUSTOMER][NEUTRAL] Yes, I'm sorry, it's, it's, uh, Mississippi export railroad.
[AGENT][NEUTRAL] OK, let me try to see if I can pull it in that way.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], I'll just need for security reasons, can you verify the address for Mississippi Export Rail Railroad?
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Yeah, let me see, uh, I don't know if I've got that, uh.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Or you can you verify your email address for me please sir?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] I have a new one. It's [PII].
[CUSTOMER][NEUTRAL] And AND Associates.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, I've got that. Yes, sir.
[CUSTOMER][NEUTRAL] Is that OK?
[AGENT][NEUTRAL] Alright now let me go in and see if I can find [PII] real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I've only been in the business for 30 years, and I can't believe I filled out everything except the premium amount on the cancer policy. I didn't know if somebody caught that and did it for me or.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yes sir, yes, um, actually when we um when we issue the policy.
[AGENT][NEUTRAL] Depending on how the application is and what's chosen on the application, it automatically pulls the premium in for us, so I do show that his policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, that.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] His policy is active. I can give you the policy number and it's paid to [PII].
[CUSTOMER][NEUTRAL] OK, that's what's happened. He has, he has, uh, changed jobs, but he wanted to keep the plan.
[CUSTOMER][NEUTRAL] So let me ask you this, he, he requested that like for the accident policy to be I mean I'm the policy for the accident.
[CUSTOMER][NEUTRAL] Bank draft to be like on the [PII] and the cancer on the [PII], can we do that or is that in a different department here?
[AGENT][NEUTRAL] Uh, that would be in a different.
[CUSTOMER][NEUTRAL] In other words, what I, what we do.
[AGENT][NEUTRAL] Yes, that would be in a different department um we'll have to get a letter from the group stating that he's no longer with the group he'll have to get his port paperwork turned in to be able to port his policy and then he'll also have to fill out a bank authorization form so that he can have it automatically bank drafted.
[CUSTOMER][NEUTRAL] Well, let me ask this this is a change and because in the past we just got bank draft authorizations and and just sent those in because when they when they draft or no when they bill Mississippi export they just line through his name and don't pay it so um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm not, uh, this new, go ahead.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so when did he leave the group?
[CUSTOMER][NEUTRAL] He just, he just left. He called me uh a couple of days ago wanted, want to put it on bank draft.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm gonna transfer you on over to group billing so that they know that you can let them know that he's no longer with the group and that he wants to support his policy and they may um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] They may just be able to send his bank authorization form straight to him.
[CUSTOMER][POSITIVE] OK, uh, alright, that'd be great, thank you, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, you're so welcome, Mr. Mr. [PII], is there anything else I can help you with before I transfer you to group billing?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Two things. First of all, Mr. [PII] was my dad. I'm just [PII], OK. Secondly, you've been so helpful. I want you to take the rest of the week off. I'll get a memo out. It'll all be good tomorrow, OK.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Awesome. I'll take it.
[CUSTOMER][NEUTRAL] Do you believe
[CUSTOMER][NEGATIVE] Well, the first one was on. The second one not so much.
[AGENT][NEUTRAL] Yes sir, I understand.
[CUSTOMER][POSITIVE] All right. Thank you so much. Appreciate it.
[AGENT][POSITIVE] You're, you're welcome you have a wonderful day and uh thanks for calling APL. I'm gonna go ahead and transfer you on over to group billing now, sir.
[CUSTOMER][POSITIVE] Sounds great thank you.
[AGENT][NEUTRAL] All right, bye bye, sir.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the care team. I have Mr. [PII] on the phone. He's the agent for Group 13742.
[AGENT][NEUTRAL] He is calling because he has an insured, uh, the policy number is 2457001.
[AGENT][NEUTRAL] And he wants to let somebody know that this insured is no longer on group and wants to support their policy.
[AGENT][POSITIVE] And I did uh verify all of his information. The phone number that he's calling from is a good call back number.
[AGENT][NEUTRAL] Are you there, Bri?
[CUSTOMER][NEUTRAL] Sorry, I didn't realize that I muted myself. Um.
[AGENT][NEUTRAL] Hello?
[AGENT][NEGATIVE] Oh, I'm like, oh, I lost her.
[CUSTOMER][NEUTRAL] Um, did you, uh, I'm sorry about that, uh, did you say the group number is 13741?
[AGENT][NEUTRAL] No, 13742.
[CUSTOMER][NEUTRAL] 13742.
[CUSTOMER][NEUTRAL] And who did you say you had on the line?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, he's the agent.
[AGENT][NEUTRAL] Yes, he's the agent.
[CUSTOMER][NEUTRAL] I want to support a policy.
[AGENT][NEUTRAL] He's in no longer with the group he's still on group on this on this policy, but he, he called to tell us he's no longer on group and he wants to support his policy and wants to speak to somebody.
[CUSTOMER][NEUTRAL] This is the
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Customer service.
[AGENT][NEUTRAL] Well, if he's still on group and it's a one it goes to group billing.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Customer service can't port the policy until he's off the group.
[CUSTOMER][NEUTRAL] So he, he wants to.
[CUSTOMER][NEUTRAL] Are you, are you saying like he wants to keep his policy after he leaves his employer?
[AGENT][NEUTRAL] Yeah, he's already left and that's why [PII] is calling to let us know that he's no longer with the group and.
[AGENT][NEUTRAL] He needs to let us know that he's no longer with the group so that he can support his policy, so he needs to be taken off the group so that he can support his policy.
[CUSTOMER][NEUTRAL] OK, so you just need me to terminate the policy.
[AGENT][NEUTRAL] Just right, just speak to [PII] and just talk to him and let him know that you're you've got it you're gonna take him off a group and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, uh, you can send them over.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK [PII] you have a good of your day bye bye.
[CUSTOMER][NEUTRAL] Mm