AccountId: 011433970860
ContactId: b931e1f0-cae3-42bb-a136-d654edff9164
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 742770 ms
Total Talk Time (AGENT): 419126 ms
Total Talk Time (CUSTOMER): 264910 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/b931e1f0-cae3-42bb-a136-d654edff9164_20250502T13:06_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] um just had a question about what I need to do for.
[CUSTOMER][NEUTRAL] Changing over my payment situation. I'm fixing to retire at work and um
[CUSTOMER][NEUTRAL] Just need to start
[CUSTOMER][NEUTRAL] Sent taken out of my checking account and I'm retiring next uh Friday, so pretty quick, yeah.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] All right. Well, congratulations.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so you're needing to just, um, I'm sorry.
[CUSTOMER][NEUTRAL] I did try to call [PII]. Is she still working there?
[AGENT][NEUTRAL] No, sir. No, sir, she is not.
[CUSTOMER][NEGATIVE] OK, that's why she didn't call me back.
[AGENT][NEUTRAL] Ah, no, so she is.
[CUSTOMER][NEUTRAL] Because we still had a contact.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I will let our HR know that because she was our representative. She did say in her in her email to me she said uh [PII] is our local rep uh her numbers blah blah blah. She has been out of touch lately, so that's why I'll let them know that she's not worked there. Do you know who our rep is?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna, I would have to pull up your group. No, sir. I'm gonna have to get some additional information from you first. So first off, what is the, what is a good callback number for you, Mr. [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, you don't know where I'm at.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I understand. I'm jumping the gun.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then your policy number?
[CUSTOMER][NEUTRAL] Is 005497887.
[AGENT][NEUTRAL] OK, thank you. And then you're, and so again, you're just wanting to find out how to go about continuing your coverage beyond retirement, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, and the group number is 2289 if you need that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK then thank you. So what I'm gonna need to do is to first verify your information for security and then we can go from there, OK? So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now we'll come back to your address, but what it, what is another address that we could have because that is not what we show on file for you.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] We've been there for 10 years so I guess that's that's how much we've not updated it, uh, we were on [PII].
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] OK, what was that address?
[CUSTOMER][NEUTRAL] Um, prior to that.
[AGENT][NEUTRAL] Yeah, what was that address?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't, I don't know that right offhand. I have to say we were about 1 mile, so I'm gonna say it's gonna be.
[CUSTOMER][NEUTRAL] 10 or 11 something.
[AGENT][NEUTRAL] No, sir, that's.
[CUSTOMER][NEUTRAL] I can't, I can't remember.
[CUSTOMER][NEUTRAL] So you're gonna have to have that before you can verify me?
[AGENT][NEUTRAL] Uh, that is part of the verification process and before I could update it. Is there a way that you could put me on hold to get that information?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Closer.
[CUSTOMER][NEUTRAL] [PII] no.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, alright, I know we live here and maybe I can find it right here. Hang on one second. I, I can pull up my maps.
[AGENT][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] Let's see if it'll tell me because it's got my old house on here.
[CUSTOMER][NEUTRAL] Let's see, give me just a second, I'll get there.
[AGENT][NEUTRAL] Sure. Yeah, you're fine.
[CUSTOMER][NEUTRAL] Alright, let's see bonds.
[CUSTOMER][NEUTRAL] Qualifications [PII].
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. um, the phone number that we have on file for you is also different than the one you gave me. What is another phone number that we would've had?
[CUSTOMER][NEUTRAL] OK, well it could be one of two, so it could be [PII]. I'm sorry, that's our company [PII].
[CUSTOMER][NEUTRAL] R [PII] OK.
[AGENT][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Yes, the one ending in [PII]. OK. So, is that still a valid phone number for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's my home that's my home number. It is valid, but I don't have a phone plugged in there so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, do you want that removed and just put your cell on there, the [PII]?
[CUSTOMER][NEUTRAL] My cell phone would be the one to call.
[CUSTOMER][NEUTRAL] Probably because I'm not gonna answer that one, so yes ma'am.
[AGENT][NEUTRAL] Yeah, sure. OK, all right.
[CUSTOMER][NEUTRAL] Even though I work for the phone company, I still don't have one plugged in.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] I understand. So what is the current, uh, your new address?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that one word, [PII].
[CUSTOMER][NEUTRAL] Yes, no [PII] one word and then [PII].
[AGENT][NEUTRAL] Uh-huh, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so just the street is what changed.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and then I also need to add an email on file for you, Mr. [PII]. So what email would you like to have added?
[CUSTOMER][NEUTRAL] Uh, let's do [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] Well, [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII], right, right, [PII], yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright thank you alright so I have gotten all of your information uh updated and I'm gonna also email you Mr. [PII] a user guide for our online service center portal. We now have this portal where you can create your profile and then you can have access to your policy information online and also if any claims were to ever have to be filed on this policy, you could also upload those documents.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Directly into the portal for review and that user guide does give you all of that information. Now you were asking about your group, so give me just a second to look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And see what I show.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's 2289.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] So we now show for your group as a whole the agent is with mass marketing, mass group marketing.
[AGENT][NEUTRAL] That's already been uh uh Group Marketing Inc.
[CUSTOMER][NEUTRAL] Mass
[CUSTOMER][NEUTRAL] Group
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Marketing Inc.
[AGENT][NEUTRAL] And that has already been updated in the past, um.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I don't know how long.
[CUSTOMER][NEUTRAL] So what does that mean? I mean we're.
[CUSTOMER][NEGATIVE] American Public Life and then this is Mass Group Marketing Inc. What I don't, I don't understand that.
[AGENT][NEUTRAL] That's the agent. That's who the agent is now listed for the group, the agent of record. The first name of the agent's email that we have on file, it it's [PII], which is mass Marketing Group Benefits. That's the company that's now over.
[CUSTOMER][NEUTRAL] So, so one more time on the email.
[AGENT][NEUTRAL] I don't have the agent's first name, but it's [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, what was that? What was that? What was that after the I was a B or D?
[AGENT][NEUTRAL] OK, alright, well I'll just go ahead, right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then what I'm gonna need to do, oh, and in talking about that email that I said I would send to you that email and I'm gonna send it in just a couple of minutes, it's gonna come from [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And I will put in the subject line for you APL online service center so that you'll recognize that is not being junk or spam mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't think it'll go to your junk or trash folder on your computer, but if you haven't seen it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And just, you know, the next few minutes, um, then you can.
[AGENT][NEGATIVE] You might wanna check one of those folders, but I don't think it will.
[CUSTOMER][NEUTRAL] Yes ma'am. OK.
[AGENT][NEUTRAL] And OK, so what I'm gonna need to do now though, Mr. [PII] is to con to connect you over with a member of our customer service division.
[AGENT][NEUTRAL] And they will explain to you the process for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This changing over from your group to individual, how to go about doing all of that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that won't be on the website that'll be something else then, no, OK.
[AGENT][NEGATIVE] And you shouldn't
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm that's correct yes yes that'll be something different so again the portal is just gonna allow you access online to your policy information and the ability to file claims or see claims that have been filed on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But not change it. OK, fair enough.
[AGENT][NEUTRAL] No, you cannot change, and so if you were to ever need to update like your address or contact number, anything like that again, you will still have to call us and that's due to security.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK doke. All right. Well, again, congratulations on your retirement and is there anything else that I can help you with before I connect you with customer service?
[CUSTOMER][POSITIVE] Alright sounds good.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK, well thank you so much then for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Hi. Yes, sir, and thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So I have an insured on the line. He's calling to find out about uh converting his reporting his policy. He is about to retire.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. All right.
[AGENT][NEUTRAL] In about a week and so anyway he's fully verified. I've emailed him information too on the OSC and his policy number [PII] is going to be 549.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] 787.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] All right, I have it pulled up.
[AGENT][NEUTRAL] OK, and again I verified all of this information and I updated things that needed to be updated as well.
[CUSTOMER][POSITIVE] All right, thank you very much. You can go ahead and send him.
[AGENT][NEUTRAL] All right, well, you
[AGENT][POSITIVE] OK, [PII]. Well, thank you so much. Have a great weekend if I don't talk to you again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] OK, bye-bye.