AccountId: 011433970860
ContactId: 0e6377e2-a0fd-4a15-9f61-91947cadec9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 571489 ms
Total Talk Time (AGENT): 208918 ms
Total Talk Time (CUSTOMER): 180831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/0e6377e2-a0fd-4a15-9f61-91947cadec9f_20241231T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I was calling, who would I, uh, speak with pertaining to if I wanted to borrow against my policy?
[AGENT][NEUTRAL] Um, I can get you to the right area. Can I get your policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, the, the payer ID is gonna be 600 I mean 60801. Policy number is gonna be 02335606.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[AGENT][NEUTRAL] [PII] or [PII].
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII], excuse me.
[AGENT][POSITIVE] Got it. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Let me pull up your account and get you verified.
[AGENT][NEUTRAL] And [PII] verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's your email address on file?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, the policy number that you gave me is a dental policy. Were you referring to your life policy?
[CUSTOMER][POSITIVE] Yes, ma'am. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I have that number here.
[AGENT][NEUTRAL] Give me a few more minutes.
[CUSTOMER][POSITIVE] Yep, take your time.
[AGENT][NEUTRAL] And are you referring to the cash value or?
[CUSTOMER][NEGATIVE] Yeah, I never inquired about this before. I know, uh, last time when I called to get my, uh, cards, uh, resent to me, I think about almost 2 months ago. I did speak with the lady, um, that had resubmitted, reset my cards for me, so I don't know how the process works. I just.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was inquiring um if that was.
[CUSTOMER][NEUTRAL] A possibility for me to do.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I know I have 2 policies.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the two policies that you have are group term life policies and um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Uh, these policies do not have cash value, nor can loan there are no loan options for term life policies, only whole life policies.
[CUSTOMER][NEUTRAL] OK, how can we get that converted over?
[CUSTOMER][NEUTRAL] To whole life policies.
[AGENT][NEUTRAL] I'm not sure if you can um.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And was this through your employer?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so we do not since it's a group policy that's a question that you'll need to ask you TBA. I don't know if they offer whole life policies to, you know.
[AGENT][NEUTRAL] Um, their employees or not, but because it's a group policy, um, I would need to refer you to UTBA for further assistance regarding that question as to whether you can change it to a whole life.
[AGENT][NEUTRAL] I'm thinking no, but
[CUSTOMER][NEUTRAL] OK, and what is the TBA?
[AGENT][NEUTRAL] So are you a truck driver?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so they're the hub for truck drivers.
[AGENT][NEUTRAL] Um, I can give you their phone number and then I can also transfer you over, uh, to them as well and let them know what your request is and they can further assist you.
[CUSTOMER][NEUTRAL] OK, and what if, what if I just like wanted to open up.
[CUSTOMER][NEUTRAL] Policy just generally.
[AGENT][NEUTRAL] What if you wanted to.
[AGENT][NEUTRAL] What was your question?
[CUSTOMER][NEUTRAL] Just have a whole life just just having a whole life policy in general.
[AGENT][NEUTRAL] So we do, we do not sell individual policies.
[AGENT][NEUTRAL] And the current policy you have is is through your employer. I don't know if they offer whole life policies or not.
[CUSTOMER][POSITIVE] Cool
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I, I'm not sure if they do. I would have to, to check into my, my, um, portal to see if that's an option in there that they have.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Do you want me to transfer you over to that area?
[CUSTOMER][NEUTRAL] Cause this one
[CUSTOMER][POSITIVE] Yes, I appreciate it.
[AGENT][NEUTRAL] OK, and did you want to write down their phone number?
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And give me a quick second and I'll get you over to that area. Did you have any other questions before I get you transferred?
[CUSTOMER][POSITIVE] You know, ma'am, thank you very much you have a [PII]'s.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Same to you. One moment.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Good morning. This is [PII]. How can I help?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] with American Public Life. How are you?
[CUSTOMER][NEUTRAL] Oh, I'm the only person here today, so I'm not sure how much I can help, but what can I do for you?
[AGENT][NEUTRAL] Oh, OK. Uh, may just take a message for uh [PII] to call. I have [PII] on the phone. Uh, he has two term life policies with us and he's wanting to take a loan out, but it you can on a term life, and he was wondering if, um, he can get a whole life policy, and I just told him since it's a group policy, I'd have to refer him to UTBA.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alone
[CUSTOMER][NEUTRAL] Um, I can do universal policy. Is he on the other line?
[AGENT][NEUTRAL] He yeah, he's waiting to be transferred.
[CUSTOMER][NEUTRAL] Um, hold on one sec. What's his name? [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on, hold on one sec.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Uh, bear, bear with me just one second because this is the type of thing I can do. Oh my [PII].
[AGENT][NEUTRAL] No rush.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Phone is ringing like crazy. [PII] what?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] How do you spell [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Shoot, I'm sorry I I opened the wrong program.
[AGENT][NEUTRAL] It's no rush. [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, no, it's he wasn't in the other program because it's the wrong program.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] He is my guy so I can go ahead and discuss that with him. Can you hold on for uh 20 seconds?
[AGENT][NEUTRAL] Sure, before I transfer him, yeah, sure.
[CUSTOMER][NEUTRAL] Uh, you can transfer him right now.
[AGENT][NEUTRAL] OK, thank you. Do you offer whole policies just so for
[CUSTOMER][NEUTRAL] We we offer universal. We do them through.
[AGENT][NEUTRAL] Universal life.
[CUSTOMER][NEUTRAL] Yeah, we offer universal through Transer, but I also got to double check. OK, no, you know what, he's in [PII]. That's why we weren't able to do it. Like [PII] is one of like 3 states that can't offer universal life insurance.
[AGENT][NEUTRAL] OK, is that like Whole Life or is it a different?
[CUSTOMER][NEUTRAL] Yeah, Universal is just about like whole life is there's some differences in how they do some of the cash value stuff, but
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Got it, got it. All right. So I'll go ahead and get your room transferred over to you.
[CUSTOMER][NEUTRAL] Yeah I can I can tell him but for you.
[AGENT][NEUTRAL] OK, alrighty, since we don't handle that it would be the, the, the group.
[CUSTOMER][POSITIVE] Nope, that's fine I can do it. I can do it.
[AGENT][NEUTRAL] OK. All right. And what's your name again?
[CUSTOMER][NEUTRAL] My name's [PII], and I was his agent, so I'm the person that doesn't need to be talked to.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right, here he comes, [PII]. Thank you.