AccountId: 011433970860
ContactId: 9b48a576-75a1-4be1-bfd1-69aec6770584
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1401449 ms
Total Talk Time (AGENT): 311410 ms
Total Talk Time (CUSTOMER): 223386 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/9b48a576-75a1-4be1-bfd1-69aec6770584_20250618T18:48_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] Good afternoon [PII]. My name is [PII]. I'm calling in reference to uh my policies, and I put in for an automatic transfer of money out of my account to pay my premiums, and it was supposed to be done on the [PII], and I noticed it hadn't been done. Could you assist me?
[AGENT][POSITIVE] Oh sure, I'll be more than happy to look into the premium for you. Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] My contact number is [PII].
[CUSTOMER][NEUTRAL] Are you ready for the policy numbers?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 48
[CUSTOMER][NEUTRAL] 5272.
[CUSTOMER][NEUTRAL] Got another 1, 485,270 and the last one is 602369 602369.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You have somebody work at your office named [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, that's what I spoke to on, on uh [PII].
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Let me see what's going on. This is your life policy.
[AGENT][NEUTRAL] Alright, Ms. [PII], I just need.
[CUSTOMER][NEUTRAL] I just retired and I mean.
[AGENT][NEUTRAL] Oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] What you say?
[CUSTOMER][NEUTRAL] Uh, no, I said I just retired and I wanna make sure everything is coming out, uh, out of my, uh, account.
[AGENT][NEUTRAL] OK, I have your policy here, Ms. [PII]. I just need you to verify your date of birth, mailing, and email address.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Do you mind if I place you on just a brief hold? I'm just looking through the three policies and the notes so I can see what all is going on.
[CUSTOMER][POSITIVE] Yeah, you can have place on though cause I need you. I don't want to get behind and nothing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. OK.
[CUSTOMER][NEGATIVE] But I ain't got no money.
[AGENT][NEUTRAL] All right, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, thank you so much for holding. I apologize for that wait. I'm still getting everything together between the three policies, but are you OK with holding or do you want me to get everything together and call you back?
[CUSTOMER][NEUTRAL] No, ma'am, hold on, this is important.
[AGENT][NEUTRAL] OK. All right, as long as you're OK. All right, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Yeah, this is Miss [PII].
[AGENT][NEUTRAL] All right, thank you so much for holding. I appreciate the wait. I'm sorry for the hold. Um, so I figured it out. So I see all three here, there's still, so nothing's been taken out because you're still under the group. So I see the notes where you called us, but because everything, all of our policies come from the employer, we can't make any changes until we're notified from the employer. So all you'll have to do is reach out to Southern University.
[AGENT][NEUTRAL] HR department and let them know that you want to continue your policies and then they'll just because it's still on payroll deduction, so they have to stop that payroll deduction first.
[CUSTOMER][NEUTRAL] Wait a minute, didn't you all just get a payment from from Southern?
[AGENT][NEUTRAL] Um, I can check and see if there was a payment.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Mhm. There was
[CUSTOMER][NEUTRAL] Cause I, I, I've got the thing where I emailed you all and told them, told y'all everything. You got the lady name who I talked to the date and the time.
[AGENT][NEUTRAL] Right, but listen to what I'm saying. I'm not saying it's nothing about the payment. All I'm saying is because you were on payroll deduction when you were with them, they need to stop the payroll deduction. If not, you're going to be getting it taken out of payroll and there's no payroll because you're retired, and then you're gonna be getting it taken out of your bank draft. So they need to stop the payroll deduction.
[AGENT][NEUTRAL] So that they're not taking anything from you, and then they're going to send us in writing that you want to continue your three policies. It has to come from them in writing.
[CUSTOMER][NEGATIVE] Well, stop, stop right there. Stop right there. Stop right there. Didn't you just, didn't you just get a payment for the month of June?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] They didn't, y'all didn't, y'all didn't get a present for the amount of you.
[AGENT][NEUTRAL] The last payment received was on [PII], um, which was for the month of May. So they what
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm writing it down so I can call.
[AGENT][NEUTRAL] So there's nothing wrong. They just need to, all you need to tell them is they need to start payroll deduction.
[CUSTOMER][NEUTRAL] OK, I need to tell them
[AGENT][NEUTRAL] And you would like to continue your policies with APL.
[AGENT][NEUTRAL] At that point, they're going to ask you some questions so that they can sign you, get you signed up for bank draft with us. So all you're doing is taking it from them taking it out to us taking it out bank draft.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] That was my understanding when I spo[PII] to the lady named [PII], the automatic uh bank draft.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I got the form where we where we uh fill it out and send it to her.
[AGENT][POSITIVE] Yes, so that's correct. So you, you.
[CUSTOMER][NEUTRAL] Wait, do you, do you, do you have this phone, the APL form electronic funds transfer form?
[AGENT][NEUTRAL] Like sent back to us or you want me to send you a copy?
[CUSTOMER][NEUTRAL] No, no, no, no, no, no. Send back to you all. I, I, I've completed it and send it to you all on [PII].
[AGENT][NEUTRAL] Oh, let me check. Hold on one second.
[CUSTOMER][NEUTRAL] Got it right here in [PII].
[AGENT][NEUTRAL] It's coming up now, hold on one moment.
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][POSITIVE] I hear me thinking everything is right, huh.
[CUSTOMER][NEUTRAL] And the woman name is [PII] told us everything is set.
[AGENT][NEUTRAL] OK, so on
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Um, when you, we, we have the trail here, um, but we sent you a response saying we cannot send you a bank draft form because this is still an active policy with your employer and his payroll deducted. You would need to contact your human resources while you are currently employed to change your bank account information. Once you retire and
[CUSTOMER][NEUTRAL] I don't have that. What day, what day is that on? I don't have that letter. If I had that letter, I wouldn't be calling you.
[AGENT][NEUTRAL] And we sent it to you [PII] at [PII]
[CUSTOMER][NEUTRAL] No, that's the same day I talked to that lady, Miss [PII] that morning that can you send me a copy of that letter?
[AGENT][NEUTRAL] Um, sure.
[AGENT][NEUTRAL] So would you like
[CUSTOMER][NEUTRAL] Oh, can you say can.
[AGENT][NEUTRAL] Yes, I can email you a copy of the letter.
[CUSTOMER][NEUTRAL] Can I get
[CUSTOMER][POSITIVE] Yeah, that's even better and then I can even email it to Human Resource.
[AGENT][NEUTRAL] OK, hold that one.
[CUSTOMER][NEUTRAL] And what did you say your name is?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Oh, that's the easy name. My other insurance lady, State Farm, her name is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I'm getting ready to send you the email thread copy via email. So all you need to do is just reach out to HR and let them know that you um want to cancel your payroll deduction and start your policy. Um, you've retired, you want to stop your payroll deduction and continue your policies with APL and they'll take it from there.
[CUSTOMER][NEUTRAL] OK, I understand that part, but you didn't answer the other part, but the last time you got a payment was the one I made.
[AGENT][NEUTRAL] Yes, I did answer it. We received it on [PII] and that was for the month of [PII].
[CUSTOMER][NEUTRAL] OK, but, but my stuff ain't canceled, huh?
[AGENT][NEUTRAL] No, ma'am, you're not canceled. All they just need to send us. All that needs to happen is an email. That's it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, they need
[CUSTOMER][NEUTRAL] OK, OK, OK. I need to send an email, respond to you by email.
[AGENT][NEUTRAL] They just need to send, they're gonna send us an email once you call them.
[AGENT][NEUTRAL] They're gonna send us an email saying, hey, Ms. [PII] retired, blah blah blah, please um continue her policy starting such and such date as an individual. So I don't, because I don't want you to think anything is wrong. I don't want you to be in a panic. You basically started ahead of time before you retire. So that's all that's happening now.
[CUSTOMER][NEUTRAL] Right, because you have to start ahead of time. You have to start ahead of time. But, but you all got the letter that I sent you the email saying take it out on [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] Right, so all I'm saying to you is you did everything you need to do. Now your job just needs to end it.
[CUSTOMER][POSITIVE] But I can get human human resources to do something.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] OK, OK, let me, let me call them that cause you confusing me cause I was gonna call and sack their tails out. Let me call them cause that's my daughter's life power. Let me call them right now. Thank you. But you send me what you saying. OK, bye.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, yes, ma'am. I'm emailing you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it for now.
[AGENT][POSITIVE] All right. Well, I'm the only [PII] here, so if you do have to call back if you need to talk to me, I'll be more than happy to help you, OK?
[CUSTOMER][NEUTRAL] What state are you in?
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEGATIVE] Oh, don't make me walk to [PII], fly over there and hunt you.
[AGENT][POSITIVE] Well, don't hurt me. I'm helping you, hunt the other people.
[CUSTOMER][NEUTRAL] No, no, no, I have to hunt you, hunt you down, make sure we right. OK, let me, let me call them they probably.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me call them cause they know I call, I mean business. OK, thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.