AccountId: 011433970860
ContactId: 52251b58-16a3-4366-8491-89731744d736
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 521080 ms
Total Talk Time (AGENT): 211352 ms
Total Talk Time (CUSTOMER): 281579 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/52251b58-16a3-4366-8491-89731744d736_20250304T18:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, good morning, [PII]. My name is [PII], and I've got my policy number and I have some questions. Um, I've had this policy for like 20, almost 22 years with the Arkansas State Police, and I'm retiring and I just needed to talk to somebody to see if there's anything we need to change or do different. I want to keep the policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I just want just to talk to somebody to go through it to find out what I need and what I don't need.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you um with your policy, and Ms. [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] and the policy is 782-615.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have you here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Uh, my email address is [PII].
[CUSTOMER][NEUTRAL] And what was the other question? I'm sorry.
[AGENT][NEUTRAL] Oh, your mailing address?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And Ms. [PII], do you mind if I place you on just a brief hold while I take a look at the policy?
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] not
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing well how about yourself?
[AGENT][POSITIVE] I'm doing good. I don't have to transfer. I just have a quick question. Can you look at this policy with me?
[CUSTOMER][NEUTRAL] Sure. Give me just a second. Hang on, let me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me figure out where my girl, OK.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][NEUTRAL] Um, it's 782-651.
[AGENT][NEUTRAL] Wait, I'm sorry. 782-615.
[CUSTOMER][POSITIVE] I do that too, it's OK.
[AGENT][NEUTRAL] I was looking straight at it and still say.
[CUSTOMER][NEGATIVE] It's like [PII] kicks in, you're like, where the heck did that come from?
[AGENT][NEGATIVE] Oh what the heck, right?
[CUSTOMER][NEUTRAL] Um, [PII], OK, what you got?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so she's calling about continuation, but it's already mode of payment too, but does that mean like where it says employer will take that off or she does she's OK? Cause usually when I
[CUSTOMER][NEUTRAL] She's OK. She's on bank draft. Let me see how long she's been on bank draft.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh bless your heart.
[AGENT][NEUTRAL] I'm like, because usually they're not, they're on payroll deductions still, and then I'm like, OK, but then I saw a bank draft and I'm like, wait a minute, what are we gonna change it to?
[CUSTOMER][NEUTRAL] Well, she converted from payroll back in [PII] since we, is she wanting to change it from Badraft to something else or she's just asking about continuation?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, she's just asking about continuation, so she said she's getting ready to um retire and she wanted to keep the policy, and I, I immediately thought customer service, but then when I saw the two, I'm like, well, wait, it's already on bank.
[CUSTOMER][NEUTRAL] He actually has 3 policies with us and all of them are our own bank draft.
[AGENT][NEUTRAL] Right, OK, so then I saw the employer down there. I was like, well, maybe they're going to take the employer off when they, I don't know, so I just wanted to make sure.
[CUSTOMER][NEUTRAL] No, it, it, once they go, like once they're issued under the group, and they, anytime they convert, it holds that information, we can't erase it, and I guess it's basically for ledger purposes. That way, it shows at one point, it was being paid by the group, and now it's individual. Um, but yeah, it holds that information once we change it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To individual, it doesn't matter. It just, it doesn't leave it, yeah, it just stays. Um, but
[AGENT][NEUTRAL] Stays
[AGENT][NEUTRAL] So as long as their mode of payment isn't, I mean, as long as their mode of payment too, then they're fine with the continuation. They're already individual. I mean, they're already off the group, not individual.
[CUSTOMER][NEUTRAL] Right, and she's actually.
[CUSTOMER][NEUTRAL] Yeah, she's already off the group and being drafted she's at 2 means they're being drafted so she's being drafted once a month and then if you see 3, that's a direct bill payment um sometimes it's quarterly and sometimes you might see annual, um, or semi-annual but just if you see that it doesn't look right to you and you've got a question, just call us any time but as for her speaking she's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, thank you. I just want to make sure.
[CUSTOMER][POSITIVE] Um, she may not realize. Yeah, you were right. She just didn't realize it, probably that she's been doing it and just thankfully, she's getting her ducks in her. I talked to a lady this morning and she didn't bless her heart, she broke down on me. So, yeah, you, you got a positive one today, so you're good. Uh let me know if you need anything else, and I hope you have a good day.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK. I will. Thank you. You too.
[CUSTOMER][POSITIVE] You're welcome, bye.
[AGENT][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. I just wanted to check on the um policy because it so you're already set up on bank draft payments. So you're already um
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're no longer under the group. So you're, you're good to go. It's just gonna continue as you've been paying.
[CUSTOMER][NEUTRAL] OK, and
[AGENT][NEUTRAL] And actually it's for all three of them, all 3 of your um policies are set up on bank draft.
[CUSTOMER][NEUTRAL] OK, and that was something else that I was wanting to do since, you know, like I said, I'm retiring and, and all that uh we've got that set up. I wanted to see if there was anything that I needed to change or if everything needed to stay the way it is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I haven't done it, uh, a look over it. I, I don't guess since I've had it and I just wanted to see if there was something I didn't need like I know with one thing I had uh a paycheck protection.
[CUSTOMER][NEUTRAL] Well, I'm not sure if I have that with y'all or not but I know I wouldn't need that anymore.
[AGENT][NEUTRAL] Right. OK. Well, for your APL policies, um, so no, there's nothing else um that you need to do as long as, you know, if, if at any time, um, like your bank information changes, of course, just give us a call and we can update that for you. But no, ma'am, um, you've been on.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Bank job since [PII], so this, it's just gonna keep going the way it's been going. Usually when um someone like retires or they're leaving the company, they're on payroll deduction, so their job is taking it out, but you've already sent, you've already stopped that, you've been paying on your own since [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, and you said 3 policies. It's cancer policy, intensive care, and was that, was there another one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, accident.
[CUSTOMER][NEUTRAL] Accident, OK, alright, so those 3 are with y'all, OK, and everything just stays the same and we don't need to do anything different, correct?
[AGENT][NEUTRAL] Right, unless you want to make some type of change, just let us know, but from our side, no, ma'am, there's nothing that uh you need to change or or fix or anything.
[CUSTOMER][POSITIVE] OK, did you have any questions there? Alright, well, I sure do appreciate you and uh thank you for checking on this for us.
[AGENT][POSITIVE] Well, you're very welcome and thanks for calling APL and happy retirement.
[CUSTOMER][POSITIVE] Oh, thank you so much.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.