AccountId: 011433970860
ContactId: 035aa0fb-5f54-4af8-8012-69757e7ede12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2050840 ms
Total Talk Time (AGENT): 828940 ms
Total Talk Time (CUSTOMER): 570484 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/035aa0fb-5f54-4af8-8012-69757e7ede12_20250129T20:19_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, so I'm calling on behalf of my wife, uh, [PII].
[CUSTOMER][NEUTRAL] Uh, she passed up the 2nd.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I got a letter in today.
[CUSTOMER][NEUTRAL] About the loan amount $60.
[CUSTOMER][NEUTRAL] Premium on this policy and I would go get his policy and I find out which one is is this for, you know.
[AGENT][POSITIVE] Oh, yeah. First off, I'm so, so sorry to hear about the passing of your wife. You have my deepest condolences.
[CUSTOMER][POSITIVE] Oh thank you, ma'am.
[AGENT][NEUTRAL] Um, my pleasure. And I can definitely help you look into some policy information today, my friend. Um, you said you have maybe a couple of policy numbers you wanted to look at. Is that, did I hear that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I got one with me. The rest of them at the house. I got, got about 6 of them come in last Friday, and if he just come in today and I'm not around where although I'm at, but I can call you back when I get all of you prefer me to wait till I get all of them together or what?
[AGENT][NEUTRAL] No, let me try looking it up with the one and see if I can help find the rest from there.
[CUSTOMER][POSITIVE] OK then thanks.
[AGENT][POSITIVE] Absolutely. And I'm ready for that number when you are, my friend.
[CUSTOMER][NEUTRAL] OK, the number is 9 L.
[CUSTOMER][NEUTRAL] 187.
[CUSTOMER][NEUTRAL] 117.
[AGENT][NEUTRAL] OK, and let me try looking that up for you.
[AGENT][NEUTRAL] And while I'm pulling that information, um, do you mind if I have your first name, my friend?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Your, let me see.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Sorry, one second while it's loading [PII]. Um, and your wife's first name again? I heard [PII], but I was, I didn't quite catch the first name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][POSITIVE] [PII]. OK, thank you, thank you.
[CUSTOMER][NEUTRAL] [PII], uh-huh.
[AGENT][NEUTRAL] All right. Um, let me keep taking a look at this here for you.
[AGENT][POSITIVE] All right. They're not necessarily all linked together, but I'm willing to bet I can find them.
[AGENT][POSITIVE] All right, it looks like I found.
[AGENT][NEUTRAL] All of those policies.
[AGENT][NEUTRAL] Let me just go back into them and make sure I have them all right.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] OK. I'm almost to the house too.
[AGENT][NEUTRAL] down the numbers.
[AGENT][POSITIVE] Oh, perfect. I think that timing worked out good for us. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] I appreciate your patience. One moment.
[AGENT][NEUTRAL] And do you mind, Mr. [PII], if I put you just on a brief hold?
[CUSTOMER][NEUTRAL] No, ma'am, I don't mind. Go ahead now.
[AGENT][NEUTRAL] Alright, one second for me, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] S.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling Eel. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the care team. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing OK, and yourself?
[AGENT][POSITIVE] Hey, I'm doing wonderful. Thank you for asking. Um, I just have a quick question for you. Um, I have a I have a husband on the line.
[AGENT][NEUTRAL] Um, and his wife passed away and she is the payer, but not the insured on a bunch of life policies, but I still pass them on to you all? Um,
[AGENT][NEUTRAL] If she's, I, I'm assuming I wouldn't ask for a loss of life claim form if she's only the payer and not the insured on the policy.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Yes, there's actually a bunch of them. Um, the first one is 154215, and then I have
[AGENT][NEUTRAL] 4 more after that.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I don't even think.
[AGENT][NEUTRAL] I don't know what I said. Can I repeat that number to you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 154215.
[CUSTOMER][NEUTRAL] 1542.
[AGENT][NEUTRAL] I'm pretty sure that's not what I said the first time.
[CUSTOMER][NEUTRAL] OK, and who's the one that's calling?
[AGENT][NEUTRAL] It is the husband is [PII] and his wife is [PII], and she's the payer on a bunch of life policies, but she's passed away.
[CUSTOMER][NEUTRAL] OK, because that [PII] name you gave me, I'm not showing that she's the policyholder and I'm not showing [PII] has been active because.
[CUSTOMER][NEUTRAL] Yeah, [PII] is already lapsed. The only person that's acting is [PII].
[AGENT][NEUTRAL] OK, so if they're a lapse, then we know they're not the, I guess I didn't, I don't really understand when they're like the P's, the M's, and the O's. Like, I know their name comes up, but I didn't realize that ever said active.
[CUSTOMER][NEUTRAL] OK, if it has an A by their name, that means you're active. You wanna look at the relation. That's the relationship you what you looked at is the stat line, um, if it has an L that that means that it's they're already lapsed off the policy.
[AGENT][NEUTRAL] OK, yeah, I guess she was still paying on the policy though, Ms. [PII].
[CUSTOMER][NEUTRAL] Well, I mean, she, she cannot not because uh uh let me.
[AGENT][NEUTRAL] He was OK. The bills went to her house, so that that's where the bills have been going and he just got all the, he said he just got a bunch of bills.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] For these policies.
[CUSTOMER][NEUTRAL] OK, now what, um, what is this question I can I'm sorry.
[AGENT][NEUTRAL] He just said his wife died and he has a bunch of bills. Um, he said he has like.
[AGENT][NEGATIVE] 5 or 6 bills for all these policies, but his wife's passed away.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] So he's wanna know if he can send the bills in.
[AGENT][NEUTRAL] I don't, I think he's just wondering like if he needs to do anything with them. Do we need to like contact the people the in like I'm not exactly sure. Um, typically when people call to report death, we don't have the care team, we don't do much with them. So I'm not exactly sure.
[AGENT][NEUTRAL] I didn't think he needed to fill out a loss of life form. I'm not sure if we need to get different addresses for the people who are, you know what I mean, like that are covered on the policy.
[CUSTOMER][NEUTRAL] OK, you might wanna send them to customer service instead of us, um, because I said I'm not.
[CUSTOMER][NEUTRAL] Like, I don't even see him on Apollo, this show, and I'm like I'm not even showing [PII] as a spouse, um, on that particular policy she gave me. I'm only seeing a [PII], which is the actual policyholder.
[CUSTOMER][NEUTRAL] Um, so I'm not sure.
[AGENT][NEUTRAL] Under 154215.
[CUSTOMER][NEUTRAL] Yes, I'm showing [PII] was the policy holder and it's not showing.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, I guess I will see if customer service knows what to do for him then, um, because all of the bills for all of the policy are still going to his house. I am not exactly.
[CUSTOMER][NEUTRAL] I mean, maybe on the, cause you said, I'm sorry, you said his first name is [PII]?
[AGENT][NEUTRAL] His name is [PII], yeah, he does have a policy under him where his wife is the payer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I'm showing [PII] on the one ending in 214, that's in his name, um.
[CUSTOMER][NEUTRAL] Showing that he um
[CUSTOMER][NEUTRAL] That he's active on there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will, OK, I'll reach out to, I guess I'll reach out to customer service because I'm not exactly sure what to tell them or what we need.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Conferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] calling with the care team and I just had a quick question.
[AGENT][NEUTRAL] Um, I'm not really sure. I'm, I'm in a situation I haven't been in before. Um, I have a gentleman on the line. His name is [PII], um, and he just got in the mail a bunch of bills or letters, he said, for his, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] From some whole life policies his wife had set up, but his wife has passed away and he doesn't know what's needed. Um, I, I have a bunch of different policy numbers, but the one I'm looking at 154214.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] 4214.
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have the other policy numbers or?
[AGENT][NEUTRAL] Oh yeah, I have 154215.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 154271.
[AGENT][NEUTRAL] 154276, and then a 154278.
[AGENT][NEUTRAL] So looks like the address on file is his address, him and his wife's address. So like I don't know if she's passed if we need to get contacts for like the, like I'm assuming his kids on all these other policies, but I'm just like, I don't know.
[CUSTOMER][NEUTRAL] And what it
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, um, let's see. She's the owner of all of them, right? [PII]?
[AGENT][NEUTRAL] That's what it looks like, yeah, that she's the owner and the payer and the primary beneficiary.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We would
[CUSTOMER][NEUTRAL] We would need uh copies of her death certificate.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Was any of those policies on her?
[AGENT][NEUTRAL] None of the policies were on her. I reached out to Life first and they were like, I'll talk to customer service, but none were on her, so I don't think we need a loss of life claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's strange. She, she insured everybody but herself, OK.
[AGENT][NEGATIVE] I know that's so sad. Um, OK, so we just need the death certificate emailed to the care team or do you want me to transfer him to you or do you want me to just tell them that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] Right, and then if he has, uh, you can transfer her well him or you can tell him either way just need a copy of the death certificate and the children's, uh, addresses.
[AGENT][NEUTRAL] OK, updated addresses for all the insureds. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right perfect perfect I will um let him know that thank you so much if he has any follow up questions so I'll just call back and do a transfer.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome thank you.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Have a good
[AGENT][NEUTRAL] Hey, are you still there with me, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hey, this i[PII], this is [PII] back with you and.
[CUSTOMER][NEUTRAL] Still here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do, OK, I do wanna ask you just like a couple quick questions. I should have just asked you from the start, but I think I have all the information we need.
[AGENT][POSITIVE] As well, so I really appreciate your patience while I sorted that out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, would you be able to verify for me the mailing address on file?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. And then the last thing is if you could verify, and I'm sorry, I don't know if I asked this the first time. I just want to cross [PII]. Um, if you could verify Ms. [PII], your wife's uh
[AGENT][NEUTRAL] Oh no, I don't even have her date of birth on file, no worries. OK, so.
[AGENT][NEUTRAL] I looked at all the policies, it seems like we have them. I would assume it's on your children, um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then we have one for yourself. Ms. [PII] didn't have a policy out under herself though, um, so none was taken out under her name. So what we would need is if you could, um, we would need a copy of the death certificate emailed to our team, and then just updated mailing addresses, um, obviously your mailing address would probably stay the same but updated mailing address for your children.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, so that we could update their profiles because right now they're all under yours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] But look, if you will, and that's my, that was my wife, uh, post office box that what that mail used to come to, but I got my own post office. She got this because of she was working in the school system and she had me a post office box. That's when she got that. But I got one, but I really for you send it to my post office box.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I can update the one I have under your name for your policy, but then I would need the um for for your children's, I would just need um them to call back with updated addresses or for you to mail that into us um with like just their updated contact so we can get that updated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thanks, thanks.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But I can absolutely update yours, my friend. Give me 1 2nd to get to that screen.
[AGENT][NEUTRAL] All right. And
[AGENT][NEUTRAL] What is an updated post office box I can put for you, my friend?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], got it. I have that updated for you on my side.
[AGENT][NEUTRAL] And so now any mail out coming out your way, sir, um, will come to your post office box for your policy.
[CUSTOMER][NEUTRAL] Could you tell me that policy number? Let me see if I got this in this paper here what they sent me, I mean.
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] I do. I have policy number on my side. It says 154214.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 1515.
[CUSTOMER][NEUTRAL] 421
[AGENT][NEUTRAL] No, I'm sorry. I have you at 154214.
[CUSTOMER][NEUTRAL] And put my name here.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] Auto or the policy number you tell me who they who they go to?
[AGENT][NEUTRAL] Oh, like for each individual policy number you're saying?
[CUSTOMER][POSITIVE] Yes ma'am. I like, yes ma'am.
[AGENT][NEUTRAL] I am
[CUSTOMER][NEUTRAL] Then I get you the address, ma'am.
[AGENT][NEUTRAL] So unfortunately, I, I'm sorry because I know it's got to be frustrating, but unfortunately, I can't tell you whose names associated with each individual policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] OK, now this is, uh, the one here what I got here 5154214, how much is that, uh, policy, uh, life policy?
[AGENT][NEUTRAL] OK, yeah, I can look and see if I have information on what it was originally taken out for, um, but that's all I think I would be able to see. I might need to get you to our, um, I have a uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I wanted to say a company, but that wasn't the right word. We have a department in our company that does handle life policies, and I can transfer you over to them if you like, and they can give you further information on on particular um values if that's something you're interested in?
[CUSTOMER][NEUTRAL] Yeah, look, let me ask you this in now you said, uh, you're gonna send me the.
[CUSTOMER][NEUTRAL] Send me the paperwork for each individual to take and I get the address and stuff what you're saying.
[AGENT][POSITIVE] So what I'm saying is if we need a copy, if we can get one, we need a copy of the death certificate um if you could also send us, um, you know, your just updated contact information um for like mailing addresses and perhaps phone numbers for your kids, and then we can try to match them to their policies um and try to reach out and get everything updated on their side, that would be wonderful.
[CUSTOMER][NEUTRAL] OK, I'm
[AGENT][NEUTRAL] Um, or if you could like ask them to reach out to us so we can try to find their policies and get that updated, um, we could do it that way too.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Well, what I'll probably do is just bring them all to the house and let, let each one.
[CUSTOMER][NEUTRAL] Speak to you from there, OK?
[AGENT][POSITIVE] OK, no, that would be wonderful. You can absolutely do it that way, um, and then we can look up their policy.
[CUSTOMER][POSITIVE] OK, I'm gonna get them all together.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, ma'am. I'm gonna get them all together and uh.
[CUSTOMER][NEUTRAL] And then they can update you with the addresses and everything and then um.
[CUSTOMER][NEUTRAL] After we get through it all I tell you let me know what the policy called the car on, OK.
[AGENT][POSITIVE] OK, yeah, absolutely. Do you want me to hold for you or are they all close by?
[CUSTOMER][NEGATIVE] Well, no, ma'am. I'm gonna have to get them together cause they all, they don't live here with me, uh.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Me and my wife just long one here, but they live in town. What I'm gonna have to do is get together all together one day during the week when you open and have one of them here at the house.
[CUSTOMER][NEUTRAL] And then these papers I got to come in.
[CUSTOMER][NEUTRAL] They got the different policy numbers on them. They all know they, I guess when they give.
[CUSTOMER][NEUTRAL] When you read it positive, they can tell them which one or what, whatever, you know.
[AGENT][POSITIVE] Yeah, no, that would work because they could give us their their information we could update their contact and then they would know their policy numbers so they'd know which paper goes to them. That's a wonderful idea, [PII].
[CUSTOMER][NEUTRAL] OK, now let me ask you this here, um.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Now go the um.
[CUSTOMER][NEUTRAL] The beneficiary, we're gonna be, I'm gonna be the beneficiary of all these policies or, or what?
[AGENT][NEUTRAL] So I think that would be up to the individual um policy holders to elect. I wouldn't be, I'm not certain I can speak on that.
[CUSTOMER][NEUTRAL] Yeah, well, that's why I say I'm, I have them all here. I see, I'm gonna have to be the one to pay the policy premium.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] For ball up, you know what I'm saying?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and
[CUSTOMER][POSITIVE] Yeah, I'm gonna have to be the one
[AGENT][POSITIVE] Oh, OK. I'm sorry. I was, I didn't mean to interrupt you, sir. I'm sorry.
[CUSTOMER][NEUTRAL] Ma'am?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And I would just wanna, you know, like I said, have them here and, and we get the policy, they get the policy number, write them down, give them your information.
[CUSTOMER][NEUTRAL] And then like I said, I'm gonna have to be the one to pay the, pay the policy for each one of these pay the premium for each one of these pots. That's what my wife did it.
[AGENT][NEUTRAL] OK, perfect. um, and once yeah, once we get them all together, we get all their information verified, um, we'll be able to work on those next steps together. In the meantime, do you have access to email where you could email us a copy of the death certificate?
[CUSTOMER][NEUTRAL] Uh, my, I can get my daughter to email it to you.
[AGENT][POSITIVE] OK perfect um do you want?
[AGENT][NEUTRAL] Can I, do you have a pen and paper handy? Can I give you our email address?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it is [PII]
[AGENT][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], just [PII].
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, sir, absolutely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um,
[CUSTOMER][NEUTRAL] I give her, um, I get her to scan it.
[CUSTOMER][NEUTRAL] Email a death certificate to you?
[CUSTOMER][NEUTRAL] And then I get all of them together here at the house.
[CUSTOMER][NEUTRAL] So they can give you the information for uh.
[CUSTOMER][NEUTRAL] Address and all that what you what you need.
[CUSTOMER][POSITIVE] And then, like I said, I'm gonna be the one to go pay the pilots.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'll, I'll be over the policy, OK?
[AGENT][POSITIVE] Perfect and I don't, I, I don't um do that but we'll make sure we get you in touch with the right people who are able to help you um with as far as like wanting to take over that policy um I'll get you in touch with the right department, but when you guys call back we'll at least get all your contact information updated and then we'll get you in touch with the right department um if everyone's good with you taking over payment of premium, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes ma'am, and you said how many parties you have? Let me count these people I got one.
[AGENT][NEUTRAL] I had one for yourself and then I had 4 others. Does that sound right?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 45.
[CUSTOMER][NEUTRAL] I got 7 papers here.
[AGENT][NEUTRAL] OK. Um, would you mind, I have only 55 policy numbers I was able to find, um.
[CUSTOMER][NEUTRAL] I don't know who
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But if you want, we can go.
[AGENT][NEUTRAL] Back through them.
[AGENT][POSITIVE] Um, back through all the numbers on the policies or when everyone gets together we can just look people up individually, whichever you wanna do it's no worries.
[CUSTOMER][NEUTRAL] OK, well, can I give you the numbers now or you prefer to wait or what?
[AGENT][NEUTRAL] Um, let's wait just because if you call back and you get a different agent, you might not get me, and so they'll just ask for it all over again, OK?
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, and what did you say your name was?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Yeah, yeah, well, thank you for the help, Miss [PII], and um I I'll get on top of this, um.
[CUSTOMER][NEUTRAL] OK, now let me, let me ask you this here. I just got this paper and they come in today.
[CUSTOMER][NEUTRAL] It said the loan amount of $60 pay premium on this policy.
[CUSTOMER][NEUTRAL] To it got [PII], you may repay the loan at your convenience.
[AGENT][NEUTRAL] Huh, so I'm not, I genuinely, I'm not sure about that, sir, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm so sorry. Um, was it for the one that had your policy number on it, the 14214? Or I'm sorry, I cannot talk today. 154214?
[CUSTOMER][NEUTRAL] Yeah, that's, that's the, let's see.
[CUSTOMER][NEUTRAL] Hold on. Oh [PII].
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Would you say that number 1515.
[AGENT][NEUTRAL] 4214.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] You sent me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 15
[CUSTOMER][NEUTRAL] 21415214.
[CUSTOMER][NEUTRAL] That won't come in today if I'm not mistaken. I never took them all like the envelope, but.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And your PO box was 1163, right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, perfect. I'm just double checking that everything's saved.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mr.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] If I'm not mistaken, my wife for having it taken out the credit union through her job.
[AGENT][NEUTRAL] Oh, as far as the payments go on it?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let me look at.
[CUSTOMER][NEUTRAL] It was taken out that payroll to take care of a month.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] T R S L.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I showed that she was getting billed for it, so a bill was coming. I'm assuming, I'm not showing that it was drafted.
[AGENT][NEUTRAL] From an account. It looks like we were sending out a bill 4 times a year.
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][POSITIVE] OK, I always thought it came out of payroll check, but uh, OK, I got you.
[AGENT][POSITIVE] No worries, absolutely. Anything else I can do to take care of you, my friend?
[CUSTOMER][NEUTRAL] No, ma'am, that's it. I'll get them together and uh.
[CUSTOMER][NEUTRAL] Get him down here and
[CUSTOMER][NEUTRAL] You said I need to talk to somebody to see if I can put that to uh you know this policy since I'm paying for it be the um.
[CUSTOMER][NEUTRAL] I'll wait till we get put on the math.
[AGENT][NEUTRAL] Yes, I think because all of the insureds are now over the age of [PII], um, they would have to like agree that they would want you as the payer on it um but again I'm not positive because I don't handle that part of it, but once we have all of your kids around and they can kind of go through their policies and talk about it, we'll be able to get you in touch with that correct department.
[CUSTOMER][NEUTRAL] OK then. All right.
[CUSTOMER][NEUTRAL] And then if not, we just let, if they don't want, you know, if they don't wanna go that route, they just everybody pay for their own policy.
[AGENT][POSITIVE] Yeah, that might be an option for him too, absolutely.
[CUSTOMER][POSITIVE] Yeah, OK then, alright, that's what I need to know. I appreciate you, Ms. [PII]
[AGENT][POSITIVE] Perfect. Well, thank
[AGENT][POSITIVE] It's my pleasure, [PII]. Thank you so much for giving us a call and if you have any other questions along the way, just let us know and we'll take care of you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and so just hold up what it says send $60 that I got through here just hold up on that you say.
[AGENT][NEUTRAL] So for that one, yeah, so I was actually trying to look through and see if it came through under yours through any mailing, but I'm just not seeing anything yet, so I was trying to take a look to see if I showed any mail we sent out for it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, this this policy number that it is 9.
[CUSTOMER][NEUTRAL] 187117.
[CUSTOMER][NEUTRAL] That's the one got the $60 payment period.
[AGENT][NEUTRAL] 9187167. Did I hear that right?
[CUSTOMER][NEUTRAL] No, no, no. No, ma'am. It's 9818.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] 7117.
[AGENT][POSITIVE] 117 sorry thank you.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You say you may repay the loan at your convenience got $60 on it.
[AGENT][NEUTRAL] All right, so that one would actually probably be for one of the kids.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Perfect. Thank you, thank you so much, [PII].
[CUSTOMER][NEUTRAL] I understand
[CUSTOMER][POSITIVE] OK then. Thank you.
[AGENT][POSITIVE] My pleasure. Thanks.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye.