AccountId: 011433970860
ContactId: c881b709-611d-400e-ae14-68822df5fc5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 551380 ms
Total Talk Time (AGENT): 210275 ms
Total Talk Time (CUSTOMER): 217043 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/c881b709-611d-400e-ae14-68822df5fc5e_20250612T19:44_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I was trying to inquire, um, about a policy. I'm a human resources generalist, um, with the company and our chairman is, um, has had this policy for a very long time and he just can't remember any information on it so I was hoping you guys would be able to share that with me.
[AGENT][NEUTRAL] OK, um, and you're with the group?
[CUSTOMER][NEUTRAL] Yes, I'm with the employer of the um policyholder.
[AGENT][NEUTRAL] OK. Do you have the group number?
[CUSTOMER][NEUTRAL] I do not, um, I have his social. Can I provide you his social?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, his social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was his name?
[CUSTOMER][NEUTRAL] Um, his name is [PII].
[AGENT][NEUTRAL] And then what was your name and a good callback number?
[CUSTOMER][NEUTRAL] Um, my name is [PII], and uh you can reach me in my office at [PII].
[AGENT][NEUTRAL] OK. And then, what's the name of the group?
[CUSTOMER][NEUTRAL] Um, should be Mitchell Companies or uh Mitchell Beverage, Mitchell Distributing, um, they're all kind of used intertwinedly so.
[AGENT][NEUTRAL] Um, so it looks like it was, it's a cancer policy. Um, I've got [PII] as the group contact. Is she still there?
[CUSTOMER][NEUTRAL] No, she is no longer with the company.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] I is he the owner?
[CUSTOMER][NEUTRAL] Um, yes, well, he, he, yes, yeah.
[AGENT][NEUTRAL] Um, you might wanna, so we, we probably need to change. Do you have the address of the group?
[CUSTOMER][NEUTRAL] Um, yes, so the corporate address where he's um located is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And that zip code is, oh I'm sorry.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Um, that zip is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we probably need to, since she's no longer there, um, we really need to update the group information, um, as the for the contact, so if he's the owner, I believe we would need something from him like he, he can email care team.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] At [PII] to change who the contact is, so like if you're supposed to be the contact, um, then we would need that information.
[AGENT][NEUTRAL] I can't, I can't really share much more information than that, so.
[CUSTOMER][NEUTRAL] OK, um, I will
[CUSTOMER][NEUTRAL] Got you, um, well, part of the reason that I was calling is because um we could 1st, 1st of all, we still wanna make sure that it is a um.
[CUSTOMER][NEUTRAL] An active policy that it was not canceled.
[AGENT][POSITIVE] Yes, it is active.
[CUSTOMER][NEUTRAL] OK and then um another reason why we were calling is because he's had this um this policy for I mean years and years and years um and the last time I paid it was um May just last month, but when I logged or when I tried to log in to pay it again um this month.
[CUSTOMER][NEGATIVE] It um that the login information was not working it required, you know, um.
[CUSTOMER][NEUTRAL] Emails and things like that and this policy has been around so long we just we're not sure who's email it would have been originally tied to. Does that make sense?
[AGENT][NEUTRAL] Yeah, um, because we did update our website, so now you're gonna have to create this uh account all over again as the group administrator, um, and it looked, yes, it looked like our we had the contact as, um, the Alice Stone, so that's why I was saying if we can get an email changing that group contact um that way we've got it up to date so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So we have to um get [PII] to initiate the contact change before we can create our account again correct?
[AGENT][NEUTRAL] Yes, um, because I don't know that's the only name I have on file, um, so do you know how long it's been since she's been there?
[CUSTOMER][NEUTRAL] You wouldn't happen to see [PII] anywhere, would you?
[AGENT][NEUTRAL] Um, let me double check one.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Or [PII], [PII]'s payroll manager [PII] controller.
[CUSTOMER][NEUTRAL] Um, I'm just trying to throw some names out there.
[AGENT][NEUTRAL] Yeah, let me double check. Just give me one moment.
[AGENT][NEUTRAL] OK, so yes, it looks like.
[AGENT][NEUTRAL] We did have [PII], um, but
[AGENT][NEUTRAL] The the main contact information was from the [PII], so that was the only information she had a login, so [PII] did have a log in, it looks like, but um the main contact set up.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Since she's
[CUSTOMER][NEUTRAL] Since she's on the policy already, could we just move her to the primary contact, or do we have to have [PII]'s authorization to do that?
[AGENT][NEUTRAL] Yes, we would need his authorization to do it. I don't know who else we would contact but if he's the owner, it would have to come from him, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK and then um we would.
[CUSTOMER][NEUTRAL] Just create a new account online with with the um.
[CUSTOMER][NEUTRAL] Main contacts email that he assigned, is that correct?
[AGENT][NEUTRAL] That's correct. So he would email that care team at [PII] requesting that we update the group contact and then give us the name, um, phone number and email address and then once we've updated that, then we, you should be able to go and create your account and resume monthly payments.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Name, phone number and email.
[CUSTOMER][NEUTRAL] OK, would, um, the previous payment information still be saved or are we pretty much just starting over from scratch?
[AGENT][NEUTRAL] Did you have ACH set up or how did you have it set up?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes I believe so, uh huh.
[AGENT][NEUTRAL] Yeah, I believe so the ACH should have transferred over, um, so that should still be retained in there.
[CUSTOMER][NEUTRAL] OK, um, would you be able to kind of, um, maybe tell me the steps that it would take to create our new account from here? Um, I'm assuming you would do create, um.
[CUSTOMER][NEUTRAL] The uh
[AGENT][NEUTRAL] Uh yes, create your
[CUSTOMER][NEUTRAL] OSC account I'm sorry, I just completely blank.
[AGENT][NEUTRAL] Yeah, yeah, create your OSC account and then you will be the group.
[AGENT][NEUTRAL] And then once we receive that information from him, um, with the new information for the group contact um you would enter your group number the 0575.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the new email on record. You should only have to enter those two asterisk fields.
[AGENT][NEUTRAL] Um, and then click when you click next, the last, it'll send you like a verification code to the email on record and then it's gonna ask you to create that um password. It'll ask you to log in again, send another verification code request, and then you're in the system.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, OK, perfect, um, thank you so much for your help we just wanted to make sure you know we didn't lapse on anything but we were having some difficulties.
[AGENT][NEUTRAL] OK, I understand.
[CUSTOMER][NEUTRAL] Uh, if you guys updated your website, I'm sure this isn't the only phone call you've gotten.
[AGENT][POSITIVE] Yeah, we've, we've been pretty busy these last couple of weeks, so is there anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] I bet yeah.
[CUSTOMER][POSITIVE] No ma'am, that is everything thank you so much for your time.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.