AccountId: 011433970860
ContactId: 0c3aa753-f145-4a06-a60f-d6379e24961b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355059 ms
Total Talk Time (AGENT): 160618 ms
Total Talk Time (CUSTOMER): 131672 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/0c3aa753-f145-4a06-a60f-d6379e24961b_20250205T20:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII]. My policy number is 00747250.
[AGENT][NEUTRAL] OK, um, can I get a good, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I was just going to say I've had this for I don't know how many years, and I don't really know what it is for.
[AGENT][NEUTRAL] Oh, OK, yeah, we could take a look at the policy. Um, [PII], if you don't mind, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, uh, [PII].
[AGENT][NEUTRAL] All right, appreciate it. I'm just going to verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is a Hotmail account.
[CUSTOMER][NEUTRAL] Um, that, that I no longer use that.
[AGENT][NEUTRAL] OK, we can get that changed. Uh, can you tell me what it was?
[CUSTOMER][NEUTRAL] What it was
[AGENT][NEUTRAL] Just for verification purposes, yes, ma'am.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh, I don't understand. If it's a [PII], it's a [PII].
[AGENT][NEUTRAL] Yeah, the, the email that we have on file for you, um, could you tell me what it was?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes ma'am. OK, thank you for verifying that, um, and I will go ahead and get that changed. What's a good email address for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying all of that information, [PII]. So this policy is a whole life policy and it looks like you've had this since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, can I just double check, make sure, um, you do have a few other policies with us, OK.
[AGENT][NEUTRAL] So you've got
[CUSTOMER][NEUTRAL] What else
[AGENT][NEUTRAL] Mhm. So you have an intensive care policy and a cancer policy as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Are you, um,
[CUSTOMER][NEUTRAL] I had another, I just talked to somebody else that was a life insurance person, and they were just a medical Medicare supplement, but that that's nothing like you are, huh?
[AGENT][NEUTRAL] This is supplemental, um, nothing to do with Medicare though.
[CUSTOMER][NEUTRAL] OK, alright, um.
[CUSTOMER][NEGATIVE] So, it's not like a life insurance, like when I die, you're going to pay, pay my kids.
[AGENT][NEUTRAL] Let's see, um, I do have I think we had a beneficiary on here.
[AGENT][NEUTRAL] Let's see, bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, we've got it as harder. OK, hang on, I'll get that changed.
[AGENT][NEUTRAL] [PII]. So, we've got her listed as the uh beneficiary.
[CUSTOMER][POSITIVE] OK, that's correct.
[AGENT][NEUTRAL] OK, let me get the policy pulled up. Bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Appreciate your patience. It is sure thinking about it. OK, here we go.
[AGENT][NEUTRAL] So the benefit amount is, it is for uh $10,000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this was, yes, as of [PII].
[AGENT][NEUTRAL] And we've got the, of course, expiration is uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but I'm sorry, I don't understand anything about insurance. But so,
[AGENT][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] Oh, you're OK.
[CUSTOMER][NEUTRAL] If I die tomorrow, so [PII] can just file a claim on this and you will pay out 10, about $10,000 or whatever.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, but this is, yes, so this is the actual life policy for you.
[CUSTOMER][NEUTRAL] OK, well, see that's what I was trying to get in.
[AGENT][POSITIVE] Sorry for the confusion. OK, yes, I'm sorry about that confusion.
[CUSTOMER][NEGATIVE] Yeah, yeah, OK, because especially since I just called that other life insurance company and they said, oh no, we're not life insurance, we just pay on your Medicare bills that you get too high or something, and I thought, oh.
[AGENT][NEUTRAL] Well, and that's where some people get more confused because we're called American Public Life, so they think we're just life insurance, but most of what we do is actually more supplemental like cancer policies and dental things like that.
[CUSTOMER][POSITIVE] OK, but, uh, but those are all good for me, um, the intensive care and.
[AGENT][NEUTRAL] Yes, ma'am. They are all active.
[CUSTOMER][POSITIVE] OK. And so just if I should need need them just contact you and we'll get started.
[AGENT][POSITIVE] Absolutely, absolutely.
[CUSTOMER][POSITIVE] That is so good and I surely do appreciate you talking to me this afternoon.
[AGENT][NEUTRAL] Yeah, of course. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] I think that's it, sister. I, that's, that's all I'm smart enough to know to to ask today.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] No, listen, this is my job and I'm still learning. I don't, you know, it's all confusing.
[CUSTOMER][POSITIVE] Hey, well, I'm glad I'm not the only one then.
[AGENT][POSITIVE] No, don't you feel bad? Not by a long shot. Well, I hope you have a great rest of your day, [PII]. Thanks for giving us a call.
[CUSTOMER][POSITIVE] OK, thank you so much bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.