AccountId: 011433970860
ContactId: d126dc2c-df0c-4435-af1c-1b67d33e33db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 704340 ms
Total Talk Time (AGENT): 400769 ms
Total Talk Time (CUSTOMER): 182066 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/d126dc2c-df0c-4435-af1c-1b67d33e33db_20250219T18:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have Ms. [PII] on the phone. Her callback number is [PII].
[CUSTOMER][NEGATIVE] Her policy number is 00769691. I verified all her information. She called and spoke with someone last week that's supposed to been sending her some paperwork to show how she can still keep this policy since she don't retired, and she said she have never gotten that information.
[AGENT][NEUTRAL] Is this [PII]?
[CUSTOMER][POSITIVE] Uh-huh, that's correct.
[AGENT][NEUTRAL] OK, yeah, misfortune should have gotten this, well, you know how the mail is now. If it was mail to her.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I'll let you talk to her, OK? She said it was an email to out. That's what she said, but I don't know. OK, thank you, [PII].
[AGENT][NEUTRAL] OK, dear.
[AGENT][NEUTRAL] OK, I see a note in here. Thank you, dear. Bye.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Good afternoon, Ms. [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm fine, thank you ma'am. So you're calling today because you're uh you were asking for your portability information, is that correct?
[CUSTOMER][NEGATIVE] Well, I'm trying to, I retired from the company I was working for. So I'm trying to keep my policy, but I don't know what the deal is. First, they told me I had to call the company and tell them to drop me, so they dropped me and I, I haven't received anything so I can pay this policy premium.
[AGENT][NEUTRAL] OK, on our end we're not showing that we've been notified by the company yet that you're no longer with them and when we're notified by the company, that information automatically gets mailed out, but you're still, still showing active in our system. Let me go back and look and make sure there's not a future and there's not a future lapse state in here from the company. So that's one issue. So uh let's see, let me go through your notes real quick.
[CUSTOMER][NEUTRAL] So the lady I talked to last week was supposed to email me.
[CUSTOMER][NEUTRAL] Uh, a form for me to fill out and send back.
[CUSTOMER][NEGATIVE] For payment information and I never received that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, let me check with.
[AGENT][NEUTRAL] One of my colleagues, if she's not at lunch.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And you wrote an email to you, is that correct?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] So you're saying the company's still been paying it.
[AGENT][NEUTRAL] Well, I'm just saying you're still showing active in our system. You're only paid to 12-1 at the moment.
[AGENT][NEUTRAL] They just haven't notified us or it's not showing in our system yet that we've been notified that you're no longer with the company.
[AGENT][NEUTRAL] But I'm checking this with a colleague that, oh goodness, she is at lunch. Oh well, I just, I am the colleague that you spoke with to see.
[CUSTOMER][NEUTRAL] I mean if it if one pretty that's pretty that pretty well shows I'm not active with the company.
[AGENT][NEUTRAL] I'm sorry, my phone was cutting out.
[CUSTOMER][NEGATIVE] They quit paying it, you know.
[CUSTOMER][NEGATIVE] I said if it's only paid through 121 that pretty well shows I'm not active with the company. I mean they're not paying it.
[AGENT][NEUTRAL] Well, we, we tend to give groups about 3 months for their they get termed if you know, for not making payments. So, um, a lot and a lot of groups pay in arrears. That's why we do give them, you know, usually about 3 months.
[CUSTOMER][NEUTRAL] I don't know. I wanna keep my phone.
[AGENT][NEUTRAL] But I am going to have that information sent to you and we will get you taken care of because like I said, once the company notifies us that you're no longer with them, um, Ms. For that information would have automatically gone out to you anyway, but I am going to go ahead and request that it gets sent to you.
[CUSTOMER][NEUTRAL] OK, so I mean they won't lapse my policy?
[AGENT][NEUTRAL] Even if it did lapse, it would, it would not affect anything, it would automatically be reinstated once your portability information was received and your, you know, back premiums were, were received.
[CUSTOMER][NEUTRAL] OK, so how much is it a month for me to pay it?
[AGENT][NEUTRAL] OK, let's take a look at that. All right, your premium is
[AGENT][NEUTRAL] Oh wait a minute, I'm sorry, did you send in bank information Miss [PII]?
[CUSTOMER][NEUTRAL] No, I haven't yet.
[CUSTOMER][NEGATIVE] Because no one has given me anything to send it in yet.
[AGENT][NEUTRAL] I am showing you're set up for bank draft.
[CUSTOMER][POSITIVE] Well, that's what I wanna do.
[AGENT][NEUTRAL] Have you
[AGENT][NEUTRAL] Have we, so you, have you?
[CUSTOMER][NEUTRAL] Maybe I did the first time I called, maybe I gave them my bank information.
[AGENT][NEUTRAL] Let me look and see.
[CUSTOMER][POSITIVE] But that's how I want
[CUSTOMER][POSITIVE] That's how I wanted it. I want it to come out.
[AGENT][NEUTRAL] That's how you own it was
[AGENT][NEUTRAL] OK, let me look and see if that information is in there.
[AGENT][NEUTRAL] Because they normally will not set it up over the phone we have to have the information completed.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, I do have your uh your bank account information on file looks like you're electronically maybe set up, um, not sure who it was received from and it's all nice and clean and tight with your all your information, your, your name, social, address, everything on here.
[CUSTOMER][NEUTRAL] Account number
[AGENT][POSITIVE] Your bank account number and your routing number so you are set up. OK, you are good to go. I do apologize for like catching that.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEGATIVE] OK, well they haven't taken anything out of my account.
[AGENT][NEUTRAL] You are set up to draft owner around the [PII] of the month, so let's see, and that's usually on the weekend following the date that you're set up for.
[AGENT][NEUTRAL] And since since it's set up for the [PII], you, OK, the [PII] falls on a Saturday, so we'll either draft the weekend of [PII] or the weekend of [PII].
[CUSTOMER][NEUTRAL] OK, so how much do you say it is a month?
[AGENT][NEUTRAL] It is 4820 and that will only pay you for January when the drafts. I do not see that any additional draft amounts have been added for you to play catch up and get, you know, caught up through because we've built for December, January and February already.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, so the company should have paid through.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] November. Right, OK.
[AGENT][NEUTRAL] OK, they did. They paid through November because you're paid to 121.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Right. OK. OK. So I'll just watch for it in my bank account, I guess.
[AGENT][NEUTRAL] OK, now you, you may need to get called up on those other two payments as well for December January and then um at the [PII] basically you'd be paying in arrears every month and and like I said [PII] it a bill for uh it's gonna be for December is what it's going to do.
[CUSTOMER][NEUTRAL] That's all I know.
[AGENT][NEUTRAL] Since you're not set up to draft.
[CUSTOMER][NEUTRAL] Well, they need to go.
[AGENT][NEUTRAL] Now that is that
[CUSTOMER][NEUTRAL] They need to go ahead and draft it to.
[AGENT][NEUTRAL] OK, so you would like for it to draft for December, January, and March?
[CUSTOMER][NEUTRAL] Well, it'll be December, January, and February, won't it?
[AGENT][NEUTRAL] I'm sorry, I'm, I'm jumping ahead. I'm looking at my calendar. Janu December, January and February.
[AGENT][NEUTRAL] Yeah, that would, let's see.
[AGENT][NEUTRAL] Looks like that would be uh 9640 for two months.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] 14,460. That's just me over here running chicken scratch, but hopefully I've got it, let's say 48.
[AGENT][NEUTRAL] 20
[AGENT][NEUTRAL] Times 3, it would draft, yes, for 14,460.
[AGENT][NEUTRAL] Is that what you would like, or would you like to just catch up on maybe a month, like December and January this month and maybe do the same next month?
[CUSTOMER][NEUTRAL] Um, hold on a minute, doing this in my head.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From 32, OK, 144, yeah, do that for March and then that's gonna pay me up till [PII], right?
[AGENT][NEUTRAL] Yes ma'am, that would pay you all for December through January and through February and that would pay you up to [PII] and what it is you would just kind of say.
[AGENT][NEUTRAL] Basically, uh, like a month you'd be basically paying in arrears at the end of the month.
[AGENT][NEUTRAL] So for March, you get billed uh around [PII].
[AGENT][NEUTRAL] And any time you can always call in and have an additional payment if you want to make it where you are paying at the first of the month.
[CUSTOMER][NEUTRAL] No, I, I want it called up. So do the 4 months. I want it caught up and then they can start.
[AGENT][NEUTRAL] That makes sense.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you want it, let's see.
[CUSTOMER][NEUTRAL] So it's the corner.
[AGENT][NEUTRAL] OK, so yes, December, January, February and March is what you're wanting to pay.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] 48.
[AGENT][NEUTRAL] 20
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 48
[AGENT][NEUTRAL] OK, so it's like 19,280. Are you OK with that, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes, and that'll come out the first of the month, right?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's, that's fine.
[AGENT][NEUTRAL] OK, so you're going to be billed the 4820 plus an additional amount of 14,460 for a total amount of 19,280.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well, just, uh, be watching your account. It should, like I said, draft either [PII] or [PII].
[AGENT][NEUTRAL] And since you're set to draft on the [PII].
[CUSTOMER][NEUTRAL] OK, and then that it will.
[CUSTOMER][POSITIVE] Every month, yes, OK, alright, I appreciate it.
[AGENT][POSITIVE] Correct. Yes, ma'am. On or around the [PII]. Yes, ma'am. We definitely appreciate you too and we can assist you again. Please give us a call.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, thank you. Bye-bye.
[AGENT][POSITIVE] Well, thank you for calling APL and have a wonderful day. Bye-bye.