AccountId: 011433970860
ContactId: 06677e28-fe15-466f-8214-efa393c3c75c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 551299 ms
Total Talk Time (AGENT): 304419 ms
Total Talk Time (CUSTOMER): 223865 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/06677e28-fe15-466f-8214-efa393c3c75c_20250306T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you?
[AGENT][POSITIVE] I'm good, so. How are you?
[CUSTOMER][POSITIVE] I'm good, I'm good. Um, I have a question.
[AGENT][NEUTRAL] OK, darling. What you got?
[CUSTOMER][NEUTRAL] Uh, and it, it's gonna be like a general question because I see that this, um, she was the spouse and she was removed, but she wants to know if it applies to the whole policy or it was just her. Um, and it looks like, um, policy number is 70904 is an old policy.
[AGENT][NEUTRAL] OK, then. Let's see what we have going on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] 70904. OK, and.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes. [PII], yes. Mhm. OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I do see um I got Mrs. More on the line which she's already been removed and she said she got removed because of age. She is asking is the age um for the whole policy or is it just for the
[CUSTOMER][NEUTRAL] Uh, spouse because she said that um if it's for the whole policy, he should be notified so he can cancel the policy, but I'm not, yeah, I'm not sure.
[AGENT][NEUTRAL] OK, I can't, I know I've been told this 1000 times with the.
[CUSTOMER][NEUTRAL] Girl, I know too. uh I think they have those too, like, I have heard it before, but at the same time I forget. So I'm like, OK, and then since this one is so old, I'm not sure if the, you know, the rules were different back then, so I have no idea.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Lord, have [PII]. Let me go back while I'm waiting on an answer from I hope [PII]'s looking at our IMs please. I'll be looking insurance if I'm spouse.
[AGENT][NEUTRAL] Due to refund effect of [PII]. Wow, she was moved back in [PII].
[CUSTOMER][NEUTRAL] Mhm. She said, I think she was the age of [PII] or something like that, [PII] or something like that. And she said.
[AGENT][NEUTRAL] I'm thinking it's [PII].
[CUSTOMER][NEUTRAL] Yeah, and she said, and we've been paying and paying and paying, but I don't see that they have say anything about my, my husband. I don't know if he still have this policy or can he even use this policy?
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's a good question.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEGATIVE] They gonna owe him some money. I don't know how much she pays a month, they owe him.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEGATIVE] But I wonder why this system is not set up to catch chances.
[CUSTOMER][NEUTRAL] Yeah, that's weird, but at the same time, they're all policies, so probably that's why. Maybe the old, the newest one have something, but probably the oldest one don't.
[AGENT][NEUTRAL] Yeah, I.
[AGENT][NEUTRAL] Girl, girl, girl. That's 64, he's like,
[AGENT][NEUTRAL] I don't know what he is now, but like 72, I think I saw 72, 73, they go, hm.
[CUSTOMER][NEUTRAL] 73.
[CUSTOMER][NEUTRAL] Yeah, something like that.
[AGENT][NEUTRAL] I say they as in our company.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh God.
[AGENT][NEUTRAL] Hold on one second. OK. Everybody I need is either on the phone.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mmm.
[AGENT][NEUTRAL] Or away or not.
[CUSTOMER][NEUTRAL] Yeah, she's like, yep.
[AGENT][POSITIVE] Hold on, we're gonna find this.
[AGENT][NEUTRAL] You know what that edit message that's that, that's where they need to add this so there's nothing in there. That's where that kind of stuff would be nice to have it added where that red down there, click on it and it could tell you policy terms at.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Yeah, mhm, yep.
[AGENT][POSITIVE] That would be an awesome place for those kind of notes to be added.
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][POSITIVE] Yeah, and it's so funny because [PII] just sent us a message asking us what's the reason you will transfer to customer service. I'm like, oh great, look.
[CUSTOMER][NEUTRAL] Got a
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] OK. I am looking, that is familiar, but I have to check.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so she's looking for us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A suggestion you might make to [PII] is literally to have information added in that message thing like.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Policy terms at this age, you know.
[CUSTOMER][NEUTRAL] Yeah, age, yeah, age stuff, yeah, because in the group it says that you know that um we just need to call our customer service, but there's gonna be a way like to uh put that information somewhere where is this.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] But that, that, that uh message place they, they had talked about doing stuff like that at one time. And that is the perfect place right there. I mean, you just click on it, it would tell any of us regardless who got the call, you know.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK. So you said it's the note?
[AGENT][NEUTRAL] Who, oh, what did I just click?
[AGENT][NEUTRAL] Yeah, right there where it says, you know, on the, on PIDAT in the bottom left corner, it says edit message. If you click on it, there's a blank box pulls up and that's where notes can be added.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] So we need that for all, all, all, all policies. All [PII], CLS 1000s, everything, you know, some detailed information right there would be awesome.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so we don't have to be, yeah, hunting because then we're hunting in the middle of a call.
[AGENT][NEUTRAL] Hold on, I do have somebody looking with me.
[AGENT][NEGATIVE] Oh my goodness, OK, hold on, I'm about to read something to you, shit to me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We agree that after issue, this policy would never be restricted by a district writer without your consent renewal will not be refused because of. The policy is guaranteed renewable to your age [PII] by the payment of premiums at the rate in effect at the beginning of the term.
[AGENT][NEUTRAL] Company may change.
[AGENT][NEUTRAL] Right, last 30 days. The policy made with consider the company and with benefits 50% reduced.
[AGENT][NEUTRAL] Be renewed after age [PII], but not beyond [PII].
[CUSTOMER][POSITIVE] OK, so it's still good.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so let's say why she turned.
[CUSTOMER][NEUTRAL] I don't know, but she said she was removed due to age and she was confused because he's still there.
[AGENT][NEUTRAL] Oh, yeah, he can stay on there till he's.
[AGENT][NEUTRAL] Can be renewed after [PII], but the policy will think she's [PII]. Why was she turned?
[CUSTOMER][NEUTRAL] I have no idea.
[CUSTOMER][NEUTRAL] And I think that's what, I think that's her confusion. Like, why was she removed due to age and the policy is still active? And he succeeded, yeah, and he succeeded the age, um, like he's just [PII], you know, older than her, and he still, you know, he still have the policy, so she's confused like why they removed her, but.
[AGENT][NEUTRAL] Oh my [PII]
[AGENT][NEUTRAL] And he's not.
[AGENT][NEUTRAL] [PII], OK, cause the spo.
[CUSTOMER][NEUTRAL] It spells.
[AGENT][NEUTRAL] She sent me another one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it says the same thing changes in premium rate.
[AGENT][NEUTRAL] Let's see, be renewed, OK.
[AGENT][NEUTRAL] If 50% reduced be renewed after age [PII], the insured named in the policy.
[AGENT][NEUTRAL] But not beyond age [PII] of the insured named in the policy, and this is under spouse accident consideration of the policy to which this writer is attached.
[AGENT][NEGATIVE] It becomes a part thereof and by the pay, oh my God, I need simple policy terms at this reduces at that. I don't need it all this other.
[CUSTOMER][NEUTRAL] Yeah, yeah so that.
[AGENT][NEUTRAL] You know what I think so I think if I were you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I would put a request for somebody to review the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And to get back.
[AGENT][NEUTRAL] With the insured and spouse.
[CUSTOMER][NEUTRAL] OK. Do you think I should send the, uh, a request for customer service?
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Yes, customer service.
[CUSTOMER][NEUTRAL] Customer service. OK, I'll go ahead and do that.
[AGENT][NEUTRAL] OK, yeah, I would do that and tell her that you will have somebody to call her back at the number she's calling from, you know, whatever on file, on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. OK.
[CUSTOMER][POSITIVE] OK. OK dokey. OK dokey. Thank you.
[AGENT][POSITIVE] Uh, I would do that, honey. Yes, please. OK. All right. Thanks, dear. Bye.
[CUSTOMER][POSITIVE] OK. All right. OK. Have a good day. You're welcome. Bye-bye.