AccountId: 011433970860
ContactId: 5152456d-3ed1-46e7-bdc3-f6e503092757
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 580239 ms
Total Talk Time (AGENT): 121094 ms
Total Talk Time (CUSTOMER): 265887 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/5152456d-3ed1-46e7-bdc3-f6e503092757_20250124T18:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, how are you doing?
[AGENT][POSITIVE] Hi, I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] I'm doing OK. I have a question.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] On my policy.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'm getting ready to retire. Can you hear me?
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] I'm getting ready to retire the [PII] and I want to keep my policy. How do I go about changing that from my work coming out of my pay at work and
[CUSTOMER][NEUTRAL] How does that work?
[AGENT][NEUTRAL] OK, I can check and see if you can keep your policy and see if we can send you the paperwork for you to keep it, OK? And do you have the policy number?
[CUSTOMER][NEUTRAL] No, no, I don't.
[AGENT][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Can you look it up?
[AGENT][NEUTRAL] Mhm. Yes, I can do a name for it. Um, let me have the spelling of your last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. One moment, let me go ahead and pull that information.
[AGENT][NEUTRAL] May I have your address for verification?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, and I need to verify your date of birth, mailing, the email address on file, and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK the [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] OK. And what is the email address on file?
[CUSTOMER][NEUTRAL] I do not have one because I did this policy almost 15 or 20 years ago.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Got it. All right, thank you. OK, let's see what we can do. Let me check in uh with customer service and see if you can put your policy, OK? Do you mind holding for me?
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm doing good. How about yourself?
[AGENT][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 and um and to see what's her next step.
[CUSTOMER][NEUTRAL] What's your policy number?
[AGENT][NEUTRAL] Um, let me give you one of, um, 655-870.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][POSITIVE] Well, lucky me, she can port all of them.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Wow, OK. Um.
[CUSTOMER][NEUTRAL] Yeah, I'll have to send her method of payment later. What's your callback number?
[AGENT][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] Repeat it again. I'm sorry. I went blank. 58 what?
[AGENT][NEUTRAL] It's OK. It's [PII].
[CUSTOMER][POSITIVE] OK, now I got it. I'm sorry about that. All right, I'm ready.
[AGENT][POSITIVE] It's OK. No problem. Here she comes and I fully verify her, OK? Thank you. You too. Thank you. Bye. Thank you for holding and being patient for me, Ms. [PII]. I got Ms. [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] All right, love, have a good day thanks.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good day Miss [PII].
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing OK. I'm talking to [PII], right? Yes ma'am, this is [PII] in the customer service department um so explained to me that I actually have all for your policies and she explained to me that you were wanting to continue your policies you're no longer with the group.
[CUSTOMER][NEGATIVE] Uh no, I want to continue paying for it, but I need to change the way it's paying for.
[CUSTOMER][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.
[CUSTOMER][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] That's the
[CUSTOMER][NEUTRAL] OK, but if I wanna 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. Right you have 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 wanna 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][POSITIVE] I, I'm retiring. I'm gonna still be with them because they're gonna be paying for my retirement.
[CUSTOMER][NEUTRAL] And they noticed that you.
[CUSTOMER][NEUTRAL] Uh-huh. 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. 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][NEGATIVE] To to my bank account, do you understand what I'm saying? 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 paid paid to um [PII], so when did you retire when is that coming up?
[CUSTOMER][NEUTRAL] I'm gonna retire the [PII].
[CUSTOMER][NEUTRAL] OK, and that's fine. OK, yeah, I, I don't mean to talk over you, 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 right now you're not.