AccountId: 011433970860
ContactId: 4835ef5c-5dad-4240-8f8d-0daa80b4bbb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277570 ms
Total Talk Time (AGENT): 138959 ms
Total Talk Time (CUSTOMER): 105484 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/4835ef5c-5dad-4240-8f8d-0daa80b4bbb7_20250130T19:11_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII] at Mitchum Farms in [PII]. I got an email a while ago stating final notice update your APL payment address today.
[CUSTOMER][NEUTRAL] And it said something about paying it on AC ACH and we don't never pay it ACH we always mail the payment in.
[AGENT][NEUTRAL] OK, um, yeah, see, I think that is, um, first, give me one second, let me get your group pulled up.
[AGENT][NEUTRAL] Um, because I think I know what that is. Do you have your group number?
[CUSTOMER][NEUTRAL] Uh yes, it's 19567.
[AGENT][NEUTRAL] All right, and could you verify please the um address that we have on file and the group contact name that we would have on file?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] And I'm sure you still have [PII] as the contact because she, but she retired.
[AGENT][NEUTRAL] OK. And uh the zip code on the address, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that, [PII]. um, so about the group contact we can update that but we would just need to receive something in writing like an email or something like that, uh, saying what we need to update the contact to um.
[CUSTOMER][NEUTRAL] OK, what's an email address I can send that to?
[AGENT][NEUTRAL] You can send it to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the um the email uh that you got um was because we have a new bank, so we would need like all of like checks and ACHs to make sure they're payable to Bank of Oklahoma, um, and not the Region's Bank. Um, so that's what she would have, uh, that's what that notice was about.
[CUSTOMER][NEUTRAL] OK, because we usually make the check out to American Public Life Insurance.
[AGENT][NEUTRAL] Yeah, um, let me, I will, if you have an email, um, I can, or that email should have had, did have like an attachment on it that had um like a payment flyer.
[CUSTOMER][NEUTRAL] It says.
[CUSTOMER][NEGATIVE] No, it doesn't.
[CUSTOMER][NEUTRAL] Just says our new mailing address and it does and it just has uh APL post office box.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, that new mailing address, that's what uh we need the checks to go to. So if you're still using an old one, that's what that notice is just for you to update the address that you're sending it to.
[CUSTOMER][MIXED] OK, but it's still American Public Life.
[AGENT][NEUTRAL] Yeah, it's still American Public Life. It's just a different address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Alright, because I was just gonna say, you know, it because it said to avoid late or return premium payments and it had that uh ACH up there and I'm sitting there going we don't pay it like that.
[AGENT][NEUTRAL] Yeah, the, um, but if you pay by check, um, what you would need to go by is just the new address because, um, the old address, it sends it to our corporate office so it takes longer for us to get it so sometimes it could show up as late even though it's not really late if that makes sense.
[CUSTOMER][NEUTRAL] OK, because I mean I mail it to the address on the.
[CUSTOMER][NEUTRAL] Invoice so I might not have updated it on the on my account so I can update it on my account where it'll print out the right address on there.
[AGENT][NEUTRAL] OK, yeah, so yeah, just update that address and then if you could just send us, send an email to the care team, uh, with the new contact information that you need, uh, so whatever the name, if it's your name and then your email, um, whoever the group contact is now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright, I can do that.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, that should do it.
[AGENT][POSITIVE] All right. Well, you have a great rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK thank you bye.
[AGENT][NEUTRAL] Bye.