AccountId: 011433970860
ContactId: 72126442-29cc-4fd6-a292-834108f01d70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246699 ms
Total Talk Time (AGENT): 95777 ms
Total Talk Time (CUSTOMER): 166592 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/72126442-29cc-4fd6-a292-834108f01d70_20250211T21:21_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][POSITIVE] [PII], this is [PII] over Broker Resources. You're one of my favorite people. Thank you.
[CUSTOMER][NEUTRAL] I have a quick question.
[AGENT][POSITIVE] Oh, thank you. Yes.
[CUSTOMER][NEUTRAL] I have a really quick question. OK, if somebody wants to go on direct bill, like they have group coverage and then all of a sudden they're leaving and they want to keep their, their, um, their coverage, um, normally we get a phone call and we would say, you know, you guys send a letter out right saying hey, here's your options to keep your coverage, um.
[CUSTOMER][NEUTRAL] And if they went bank dropped and all that, is that correct? Don't have that procedure correct?
[AGENT][NEUTRAL] Well, yes, but it depends on the product. So if it's a group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, products and um they would.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hold on, let me make sure I get this right. If it's a group product, then they would need to reach out to us and let us know that they do want to keep it, um, if it's an individual policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Then we wouldn't, right.
[AGENT][NEUTRAL] See a letter is sent out automatically um so it just depends on the type of product.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so if it's a great product then they call us and they tell us you sent out like a little packet, right? And is that, is that a generic that's tailored to their benefits, right? It would be like, hey, here's your coverages, here's your payment options based on the premiums that they were paying and if they wanted to go on bank bank draft, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it doesn't explain the coverages. It, um, basically just tells you the different options you have, um, as far as bank draft or direct bill and the different premiums amount based on which one you select.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so like we don't have a generic letter for that, right? It is tailored to is it tailored to that customer's product line that they have that you're sending that out for?
[AGENT][NEUTRAL] It is a generic letter and we just plug in the um premium amounts.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So, um, now if it's.
[CUSTOMER][NEUTRAL] The reason, yeah, the reason I'm asking is because this I have a broker that's emailing saying that he's had, he's been selling our insurance for a while and then it's group insurance and he's saying that you know he's had several customers that wanted to go on direct bill and they didn't get a chance to so I was explaining the process and then one of the brokers come back and said, Can we get a copy of that letter and I'm thinking we don't just have a generic letter I can send him to show him what we're, what that looks like do what do we?
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, what's the group? Let me, let me take a look at it.
[CUSTOMER][NEUTRAL] Because you're gonna fill, because you're gonna fill up, um, well, he didn't give me a group number he's just asking it's just a generic question so I was like it's gonna the premiums you're gonna plug in the premiums based on that customer policy, right?
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, yes. Mhm.
[CUSTOMER][NEUTRAL] OK, that's what I was trying to think. OK, that's what I'm just gonna explain. I don't have a generic letter I can send to you because it's based on whatever coverage that person has, um, so I'll just leave it like that. I just wanna make sure I had it right, yeah.
[AGENT][NEUTRAL] Right, and then it's also based on the product type, so like it just there are many.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Different things that go into it.
[CUSTOMER][NEUTRAL] Exactly, yeah, so I'm just gonna say if it's a group product and they're wanting to cover, you know, go from group to individual, um, they need to contact our customer service department and then, um, they'll review their coverages and make sure that, you know, that meets the requirements to extend it on direct bill and there's a letter that's sent out based on the premiums that they're currently paying for. I don't have a generic letter that I can send to you. I'm just gonna leave it like that. I think that that would be high level enough.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] But anyway, that's my question, that's my question. OK, all right, thank you so much have a good day.
[AGENT][POSITIVE] Yeah, sounds good to me.
[AGENT][POSITIVE] No problem. You're welcome. If he comes back with like specifics, just let me know. I'll do some research for you, but yeah.
[CUSTOMER][NEUTRAL] Mhm. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect, awesome thank you so much. Talk to you later bye.
[AGENT][POSITIVE] All right. You're welcome. Bye.