AccountId: 011433970860
ContactId: 1dc71769-b610-4949-87fa-395884ec71b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349299 ms
Total Talk Time (AGENT): 145418 ms
Total Talk Time (CUSTOMER): 172824 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/1dc71769-b610-4949-87fa-395884ec71b0_20250520T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. I've got an insured on the line. He is fixing to retire this Friday, and he had questions about supporting his coverage and what the new rate could possibly be if we had any insight or on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I can help him with that. Um, what is that policy number?
[CUSTOMER][NEUTRAL] Policy number is 415677.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, uh, Tad, is it [PII]?
[CUSTOMER][NEUTRAL] [PII], I think he said [PII], um, and then I've got I verified him uh callback number is the [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK and then um I'll, are you ready for him?
[AGENT][POSITIVE] Yes, yes, thank you.
[CUSTOMER][POSITIVE] OK, I'll introduce you and then I'll release them on the line. uh, thank you so much.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Mr. [PII], I've got [PII] on the line and she's gonna assist you with your questions, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hi, this is [PII] customer service. How are you today?
[CUSTOMER][POSITIVE] I'm good. How about you?
[AGENT][POSITIVE] I'm good, thank you. Um, now I understand you're wanting to support this policy when you retire.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, now, I
[AGENT][NEUTRAL] We'll need to send you, um, let me ask you this, um, because you can pay for it monthly or semiannually annually or quarterly, and the monthly does have a bank draft, but if we send it any other way, we would send you an invoice and you would, you know, send a check back or call in and do credit card, um, so those are options.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and also she said that you were asking about what the premium would be.
[AGENT][NEUTRAL] Um, the premium.
[CUSTOMER][NEUTRAL] Yes, well, like I say, it was on a group rate, and I don't, well, can it continue to be on the group rate.
[AGENT][NEUTRAL] It will. Yes, sir. It will not change.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is for you and your wife both.
[CUSTOMER][NEUTRAL] OK, well that's that was my.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, sir. Yes, that's what I see too. I just want to make sure of that, yes.
[AGENT][NEUTRAL] It is the 47.94 monthly.
[AGENT][NEUTRAL] And that will stay the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, I, I have a, I have a.
[CUSTOMER][NEUTRAL] A paper here that I could fill out or can I give you the banking?
[AGENT][NEUTRAL] We do have to have it filled out and sent in um but now you can fax that or email it if you prefer but we do have to have that sent back in.
[CUSTOMER][NEUTRAL] Information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I, I, I'm, uh, and, and my HR said that.
[CUSTOMER][NEUTRAL] This policy and the uh this is the cancer policy, correct?
[AGENT][POSITIVE] That's right. Yes, sir.
[CUSTOMER][NEUTRAL] Are
[CUSTOMER][NEUTRAL] OK, well, I also have a uh.
[CUSTOMER][NEUTRAL] But here it says American public. I thought that was my life insurance. I want, I want to carry over the extra life insurance I was covering and I wanna carry over this cancer policy.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So I, I guess I need to get with them. I, what I'm, I'm probably gonna try to do because.
[CUSTOMER][NEUTRAL] My HR told me that
[CUSTOMER][NEUTRAL] These two were the way they took it out that they would be through June, already paid for through June. I do, do you agree with that?
[AGENT][NEUTRAL] OK, well, for right now I do show that it's paid through the end of May, um, and, and I'm sure that we will be receiving that from them, um, but right now it's just through the end of May.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, they, I, I, I still have one more check.
[CUSTOMER][NEUTRAL] This Friday.
[AGENT][NEUTRAL] OK, right. And that's probably what, you know.
[CUSTOMER][NEUTRAL] And they'll they'll
[CUSTOMER][NEUTRAL] Then, so, OK, so, so I was gonna say I can, I, I, I'll probably fill it out and then.
[CUSTOMER][NEUTRAL] I would like to take it to the.
[CUSTOMER][NEUTRAL] To the insurance agents that.
[CUSTOMER][NEUTRAL] I go through and have him.
[CUSTOMER][POSITIVE] Take care of this.
[AGENT][POSITIVE] Oh, yes, yes, that would be it. Absolutely. Yes, sir. Sure would, yes.
[CUSTOMER][NEUTRAL] Is it, would that be, would that be good?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then there'd definitely be no question.
[CUSTOMER][NEUTRAL] All righty. Well, that's.
[CUSTOMER][NEUTRAL] OK, that's what that's, that's what I'm, I'm trying to, before I.
[CUSTOMER][NEUTRAL] Uh, uh, a lot of things right now going on Social Security, Medicare, and all this, it, um,
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I'm, I'm confused.
[AGENT][POSITIVE] That is understandable. Yes, I helped my mama through it when she retired, you know, and it's like, my word. It's a lot.
[CUSTOMER][NEUTRAL] Yeah, uh, well, my wife retired in October, so I thought, well, here, you just do, you just do me, and, and, and it, it's not doesn't work that way, I guess.
[AGENT][NEUTRAL] Right, I guess you have to be present for everything.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Well, I appreciate you. You get, uh, you answered all my questions and, and I appreciate your time. Thank you so much.
[AGENT][POSITIVE] Yes, sir. You're welcome.
[AGENT][POSITIVE] Yes sir, you are welcome. If you need anything else, you just call us right back.
[CUSTOMER][POSITIVE] I sure will thank you.
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You, you too. Bye-bye.
[AGENT][POSITIVE] Bye, thank you.