AccountId: 011433970860
ContactId: b0ec124e-7280-42ea-86e4-f0f38b94b78c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206169 ms
Total Talk Time (AGENT): 133752 ms
Total Talk Time (CUSTOMER): 93079 ms
Interruptions: 4
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/b0ec124e-7280-42ea-86e4-f0f38b94b78c_20250304T18:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][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?
[AGENT][NEUTRAL] Sure. Give me just a second. Hang on, let me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me figure out where my girl, OK.
[AGENT][POSITIVE] All right, I'm ready.
[CUSTOMER][NEUTRAL] Um, it's 782-651.
[CUSTOMER][NEUTRAL] Wait, I'm sorry. 782615.
[AGENT][POSITIVE] I do that too. It's OK.
[CUSTOMER][NEUTRAL] I was looking straight at it and still say.
[AGENT][NEUTRAL] It's like the Lexia kicks in and you're like, where the heck did that come from?
[CUSTOMER][NEGATIVE] Oh what the heck, right?
[AGENT][NEUTRAL] Um, [PII]. OK, what you got?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][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
[AGENT][NEUTRAL] She's OK. She's on bank draft. Let me see how long she's been on bank draft.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh bless your heart.
[CUSTOMER][NEUTRAL] I'm like, cause usually they're not, they're on um 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?
[AGENT][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?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, 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.
[AGENT][NEUTRAL] He actually has 3 policies with us and all of them are on bank draft.
[CUSTOMER][NEUTRAL] Right, OK, so then I saw the employer down there. I was like, well, maybe they're gonna take the employer off when they, I don't know, I just wanted to make sure.
[AGENT][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.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To individual. It doesn't matter. It just, it doesn't leave it, yeah, it just stays. Um, but
[CUSTOMER][NEUTRAL] Stays
[CUSTOMER][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.
[AGENT][NEUTRAL] Right, and she's actually.
[AGENT][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 semiannual. But just if you see that it doesn't look right to you and you've got a question, just call us anytime. But as for her speaking she's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, thank you. I just wanted to make sure.
[AGENT][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, and 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.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK. I will. Thank you. You too.
[AGENT][POSITIVE] You're welcome, bye.
[CUSTOMER][NEUTRAL] OK, bye bye.