AccountId: 011433970860
ContactId: 1dd08a07-6f85-476d-8582-ce00e3371c75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324570 ms
Total Talk Time (AGENT): 109759 ms
Total Talk Time (CUSTOMER): 181649 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/1dd08a07-6f85-476d-8582-ce00e3371c75_20250212T16:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? This is [PII].
[AGENT][POSITIVE] I'm, I'm good, thank you. And this morning, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, it's fine. I, I understand, trust me, and that with, with this weather, it's like, oh my goodness. Oh yeah, it's, it's like, you know, sleepy.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yep
[CUSTOMER][NEUTRAL] I have a uh it's, it's not a whole life, it's a term life policy. I have a member on the line that he would like to know if he can keep his policy. Looks like he's um about to leave his employer. And also he wants to know if it's gonna remain the same for the premium, which I don't know because this one is totally different. I pulled the, the documents and it does change like after a while. So and I don't know if you can help him to answer those questions for him.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, the policy number is 973,550, and I fully verify him, changed the address, and the callback number, I think it's the same one. Well, it's not there, but it is [PII]. I'm gonna put it in right now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I'll put the phone number, so, OK, um, you're ready for him?
[AGENT][NEUTRAL] Let's see, [PII] year term.
[AGENT][POSITIVE] 34. OK, yeah, I'm ready.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, because he has about a cash value. I don't think this one has a cash value. That, that's what I thought. Yeah, I kind of told him no, I don't think this one does have a cash value, but I can check for you.
[AGENT][NEGATIVE] There's no cash value, no, no no no.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK dokey. Here he comes. Have a good day. You're welcome.
[AGENT][POSITIVE] All right, thank you. Mhm.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you Mr. [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you. You're welcome. Have a good day.
[AGENT][NEUTRAL] Uh good morning, Mr. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good, how are you doing, [PII]?
[AGENT][NEUTRAL] I'm good, thank you. um, she was stating that you were wanting to continue your um term life policy, is that correct?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Well, I'm wanting the uh um.
[CUSTOMER][NEUTRAL] Um, my employer and I are parting ways as of yesterday, so I want to know what the monthly continuum and I have 107 coming out of my paycheck for this policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] From my employer, which is obviously gonna end, but my question is, uh, is it just that, is that the dollar value that I roll to myself and then that's a per month I send in, and then this is for the $150,000 that's both for the term life and the accidental death benefit. Is there any cash value if I cancel these that comes back?
[AGENT][NEUTRAL] OK, there, there's no cash value on the term, term life policy. Uh, your premium is $107.50 and your policy will expire in [PII] in [PII].
[AGENT][NEUTRAL] At which time you would be able to continue it again if you would like at a higher rate depending on your age at that time.
[CUSTOMER][NEUTRAL] But I, oh, so OK.
[AGENT][POSITIVE] But you can continue it for the next.
[AGENT][NEUTRAL] 9 years at $107.50 per month. I do have some forms I need to send to you and you can fill them out and send them back.
[CUSTOMER][NEUTRAL] Got you. OK, um, alright, yeah, then I get you send me what forms, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, whatever forms I need to update because we'll what I'll do is I'll end up rolling this and just I'm, uh, continue it on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That way, that way, uh.
[CUSTOMER][POSITIVE] Obviously I need to talk to the wife, and I think we'll, that's what we're gonna do.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if I need to update forms go ahead is that something you can email me or is that something you mail mail me um.
[AGENT][NEUTRAL] Uh, either way or both. It's, it's up to you.
[CUSTOMER][NEUTRAL] Why don't you, if you don't mind, yeah, if you don't mind, just email me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I will get that in an email to you uh let's see.
[CUSTOMER][NEUTRAL] Cha
[AGENT][NEUTRAL] I'm showing.
[AGENT][NEGATIVE] Oh, I don't think she spelled that right.
[AGENT][NEGATIVE] What what is your email address? I don't think that's right.
[CUSTOMER][NEUTRAL] [PII], my last name is [PII]
[CUSTOMER][NEUTRAL] Is it [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, she did, she left out a couple of letters in the middle of that.
[AGENT][NEUTRAL] Alright, I've got that updated and I will get something out in the mail to you today. If you don't receive it by tomorrow, uh, just call back and let me know and.
[AGENT][NEUTRAL] Um, I'll, I'll send it again.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, I'll do. Thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Mhm. Goodbye.