AccountId: 011433970860
ContactId: b07157d7-8694-4fbe-87a9-f8da3dc8a95c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403790 ms
Total Talk Time (AGENT): 202804 ms
Total Talk Time (CUSTOMER): 83824 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/b07157d7-8694-4fbe-87a9-f8da3dc8a95c_20250505T16:25_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][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[AGENT][POSITIVE] I'm good, how are you?
[CUSTOMER][POSITIVE] Doing good thank you. I've got a member on the line who said she's going to be retiring here pretty soon and wants to support her policy.
[AGENT][NEUTRAL] All right, what is the policy number?
[CUSTOMER][NEUTRAL] That is 765671.
[CUSTOMER][NEUTRAL] And we are speaking with uh [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. And has she been fully verified?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. And do you have a callback number for her?
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[AGENT][POSITIVE] All right, you can go ahead and transfer. Thank you.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][NEUTRAL] I'm, I'm fine. How are you doing?
[AGENT][NEUTRAL] I'm good, thank you for asking. Um, so I was told that you were calling in because you're about to retire soon and you wanted to see about keeping your policy.
[CUSTOMER][NEUTRAL] Yes, I wanna keep my policy. I'm retiring [PII]. Uh, [PII] is my last day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] Actually, the [PII].
[AGENT][NEUTRAL] Alright, Ms. [PII], I'm gonna make a note that you're retiring at the end of May and so since we're still waiting on premiums from your employer, uh, we'll have to wait to switch over your policy to um bank draft or direct pay, uh, but I am gonna make a note in here that you do wanna keep it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, and I'm gonna go ahead and send you out, um, the letter that tells you how you can pay and send the form to set up the bank draft if you wanna do it by monthly bank draft.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] All right. Um, was there anything else I could do for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][NEUTRAL] All right, let me check one thing real quick.
[AGENT][NEUTRAL] Cause I see that you, you work for a school district.
[CUSTOMER][NEUTRAL] Monroe City Schools correct.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, ma'am. So a lot of times with the school districts that um they usually pay a month behind, so I just wanted to let you know that um when you retire in May.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] It may take us a little while to actually get that final payment from [PII], um, so it may take a little while, but we'll, uh, just keep checking back with us. Like I said, I'm gonna go ahead and send you that so that we can go ahead and get all that rolling.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, what, what month ain't been paid?
[AGENT][NEUTRAL] So they start, um, like I said, a month behind. So when you first started this policy back in.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Well I'm not sure when they changed it to arrears because it looks like at first they were paying.
[AGENT][NEUTRAL] On that month, hold on just a second. Let me see.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Going all the way back.
[AGENT][NEUTRAL] Let's start from the top. That may be quick. I'm sure when it started being in arrears.
[AGENT][NEUTRAL] Oh yeah, that would have been a lot quicker. Um, they just started this year doing that, so.
[AGENT][NEUTRAL] They paid.
[AGENT][NEUTRAL] January.
[AGENT][NEUTRAL] Correctly, but then
[AGENT][NEUTRAL] When I got the payment swapped up.
[AGENT][NEUTRAL] I'm gonna have to look into it a little bit more, Ms. [PII], because I'm not sure what's going on with this. It looks like we're still due for the month of April. I think that's, yeah, um, we're still waiting on the April premium payment.
[CUSTOMER][NEUTRAL] That's, that's, that's
[AGENT][NEUTRAL] And like I said, they usually pay it a month.
[CUSTOMER][NEUTRAL] How much is, how much is it, how much is, how much is my payment?
[AGENT][NEUTRAL] It's 4250.
[CUSTOMER][NEUTRAL] 4250.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So they they usually pay it the following month. So for the month of January they didn't pay it to the beginning of February so we should be receiving.
[CUSTOMER][NEGATIVE] February. That's because we don't get paid.
[CUSTOMER][NEUTRAL] That's because we don't get paid until the [PII] of the month.
[CUSTOMER][NEUTRAL] And that's why you get the payment later because we don't get paid till the end of the month.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] I can't hear nothing.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you call me back at [PII]? I can't hear anything you're saying.