AccountId: 011433970860
ContactId: 0a6d4f63-09ec-4eb9-9bed-17462b5cb80d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 530049 ms
Total Talk Time (AGENT): 158639 ms
Total Talk Time (CUSTOMER): 204315 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/0a6d4f63-09ec-4eb9-9bed-17462b5cb80d_20250115T21:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. How are you today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm doing wonderful. I am trying to get some information.
[CUSTOMER][NEUTRAL] On my wife's life insurance policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a whole life policy.
[CUSTOMER][NEUTRAL] She's had it for many years and I'm trying to get a schedule of value.
[CUSTOMER][NEUTRAL] On it right now and just see what the status is if I that's possible. I tried to do it online, but the number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] The policy number online, it tells me, I mean, it's the one that got for her and it it says it's an invalid number or something it won't give me any of the details on the policy.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the policy. Mr. [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, my phone number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 9WT191254.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And that was 9 W like walrus, T like Tom?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it just gave you an error because it's a different, um, we use a different format now, but I'll give you the the new policy number. Well, not, it's the same policy number, it's just a different format. Um, but you're on here as well, well.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, I'm just, I'm a, I'm probably listed as a beneficiary, not an owner or anything.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Right, hold on one moment.
[AGENT][NEUTRAL] And Mr. [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, how is.
[AGENT][NEUTRAL] Oh, I didn't know that.
[AGENT][NEUTRAL] Yeah, but what can I say to them? Can I talk to them?
[AGENT][NEUTRAL] Because this is insurance and not.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Medical docs.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] The customer not forbid.
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] OK, I don't see anything in line. I mean, and the thing that says we can't talk to them, so I'm gonna talk to him.
[AGENT][NEUTRAL] But what does he want to know?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, thank you so much for holding. I do apologize for that wait. Um, so I do have the policy here and I have the um correct policy number. Can you just verify um the mailing address on file and her date of birth?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Uh, mail address would be [PII].
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So to get the cash value of the um policy that's going to go through our customer service department, um, we have one rep that works that, um, so you'll receive, I'm gonna go ahead and send the request for her to give you a call.
[AGENT][NEUTRAL] I don't want to say in the day because it's already 3 here. Um, it'll most likely be sometime tomorrow that [PII] gives you a call to give you the cash value and talk to you about the policy.
[CUSTOMER][NEUTRAL] OK, that'll be fine. That would be Ms. [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's like I spoke with her years ago.
[CUSTOMER][NEGATIVE] Actually, actually, I was looking at, I was looking at a letter for her. We had some problems with this policy. It got, it got inadvertently canceled for about
[AGENT][NEUTRAL] Yes, sir, that's her.
[CUSTOMER][NEUTRAL] 4 years.
[CUSTOMER][NEUTRAL] 3 years or something like that.
[AGENT][NEUTRAL] And it was 6
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Ma'am, yeah, we got it fixed, right, yeah, we, we got, we got it all fixed because she had a, uh, premium protection clause on this policy and uh which cash value, anyway it it.
[AGENT][POSITIVE] And they were able to fix everything good. OK, good.
[AGENT][NEUTRAL] Handled now.
[CUSTOMER][NEUTRAL] When she left her employment, she, she had an accident and became disabled and left employment. And they did not, and, and this policy was through her employer, and I didn't even know about it. And of course, she was not in any condition to know or remember or whatever. And so it was some years after that, before I stumbled on this policy, and saw that it had that clause.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then she'd had it for a long time before she left her employment. And anyway, we got it all fixed, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][MIXED] I don't, you know, I'm, I was really, uh, disappointed with the hospital where she had been employed for 40 years or whatever, because they let that slide, but nevertheless, we got it all fixed.
[AGENT][POSITIVE] Well, I'm glad we were able to get it fixed for you and everything's good to go. I have sent [PII] the request to give you a call um to give you the value and to talk more about the policy for you or with you.
[CUSTOMER][NEUTRAL] OK, do they, do they normally send like an annual statement out? Because I was thinking maybe I should have gotten one, but I don't ever remember seeing one.
[AGENT][NEUTRAL] No, we don't usually send out uh annual statement. You didn't miss anything.
[CUSTOMER][NEUTRAL] I'm just
[CUSTOMER][NEUTRAL] OK. I know, I mean, I have some life insurance policies, and they send me an annual summary of what the current cash value is, you know, what premiums are, blah blah, blah blah blah, you know, the whole little thing. But I've never seen one on, on this policy. So, and with that loan, it's got a loan on it.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] You know that for the, the automatic premium payments kicked in and I didn't pay it back. I just let it ride.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You know, whatever.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Anyway, uh, that'd be good. Thank you so much for your help.
[AGENT][POSITIVE] You're good to go. You're very welcome. Well, thanks for calling APL and I hope you have a great evening.
[CUSTOMER][NEUTRAL] OK. You too, ma'am.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye bye.