AccountId: 011433970860
ContactId: 219cac3a-6652-4212-a443-5cff4a5354d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1472319 ms
Total Talk Time (AGENT): 326674 ms
Total Talk Time (CUSTOMER): 122874 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/219cac3a-6652-4212-a443-5cff4a5354d3_20250605T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I left a job a while ago and I'm trying to figure out if I still have a life insurance policy with APL or not. Is that something you can help me with?
[AGENT][NEUTRAL] Yeah, do you by chance still have um the policy number?
[CUSTOMER][NEUTRAL] Um, I don't, I have a note with a, a certain number. I don't know if that's the same thing.
[AGENT][NEUTRAL] Yeah, that, that should probably work. What's the certificate number that you have?
[CUSTOMER][NEUTRAL] OK, it's 2551976.
[AGENT][NEUTRAL] OK, let's pull this up and take a look.
[AGENT][NEUTRAL] And then if I could get your first and last name, date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you. And then lastly, I just need to verify the physical address and email address.
[CUSTOMER][NEUTRAL] Uh email address is [PII], and uh I moved so I'm not sure what address it is, but it might be.
[CUSTOMER][NEUTRAL] Excuse me, [PII], or my new address which is [PII].
[AGENT][NEUTRAL] Yeah, that's what we have is the [PII].
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK. All right. So, as of right now, um, it looks like the effective date on this was [PII]. Everything is still showing active as of right now. Um, have you gotten anything about continuing on the coverage if you're no longer with Louisiana Machinery?
[CUSTOMER][NEGATIVE] If I did, I don't have it anymore and I like tried to log in online but nothing, nothing was working.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so I don't know if you've ever logged in before, [PII], but we did update the portal this week and so um if you've logged in before you would need to create like a new username and password everybody's having to create a new account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so that would probably be part of it, and I will say we probably need to update um the email on here because it still has, I believe it's a work email it's [PII].
[CUSTOMER][POSITIVE] Yeah, that makes sense, yeah.
[AGENT][NEUTRAL] OK, so I can update that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then you said the email that we should put on here, is it your [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I've gotten this updated. Did you, um, wanna know what the
[AGENT][NEUTRAL] I guess premium is if you have the option to keep any of these like away from your employer.
[CUSTOMER][POSITIVE] Mhm, yeah, that'd be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a second. I need to change the email.
[AGENT][NEUTRAL] Um, do you have a life policy with us, but then you also had an accident and critical illness. Did you want information on those too?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that'd be great thank you.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] So the email [PII] on all those should be updated so that um.
[AGENT][NEUTRAL] You should be able to create the portal and stuff.
[CUSTOMER][POSITIVE] OK perfect thanks so much.
[AGENT][NEUTRAL] Yeah, not a problem. So, let me check to see if these are eligible for the portability. The premium on the life insurance is $42.18. The premium on the accident is $12.82 and then the critical illness is 11677 cents.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I don't know if the critical doesn't look like for the accident has an option.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So they all look like they have the portability option within 31 days. Everything, like I said, is still active. I'm just trying to figure out what the next step would be if you wanna continue it on because I don't see that we've sent you any letters and you don't recall receiving anything?
[CUSTOMER][NEUTRAL] Not that I remember.
[AGENT][NEUTRAL] We have the new address on there, so.
[CUSTOMER][NEUTRAL] Oh yeah, I didn't even think of that, but yeah.
[AGENT][NEUTRAL] Yeah, but they had, they, yeah, because it was interesting, only the one had the old email, but they all have the correct um mailing address on there for the one in uh [PII]. So it should have gone to the, you know what I mean, the correct address.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, like, what, what are the options I can just keep paying into it in here or.
[CUSTOMER][NEGATIVE] Send it somewhere else.
[AGENT][NEUTRAL] Yeah, so you could sign up for, um, you could do like the payment online, you could mail it in to us, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause does it show you, I can't imagine any of these have a lot in them.
[CUSTOMER][NEUTRAL] Can you, does it tell you how much is in them?
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so the life insurance policy is a term life.
[AGENT][NEUTRAL] And the benefit amount on it is $74,000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the accidents.
[AGENT][NEUTRAL] Honestly, that one's kind of different because it does break it down by
[AGENT][NEUTRAL] Whatever the accident may may be. So like if there's accidental death, it, you know, it pays 25,000, like there's a benefit for hospital admission, um, confinement, um.
[CUSTOMER][NEUTRAL] Oh yeah, right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, like if you lose a toe, it's very specific.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um, can you just send me info on how I would just keep paying into them because I'll probably just compare it to what I have offered now and, and see what to do.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, yeah, and I can send you the the to the email that you have. I can send you the policy cert also so you can look at that. Let's see, um.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Alright, give me just a second, [PII]. I need to reach out and see if I need to send you a letter that you need to fill out and send back to us. That's what I was trying to get clarification on. Can I put you on a hold for a moment?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Tan.
[AGENT][NEUTRAL] A letter
[AGENT][NEUTRAL] For portability.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] I know, that's what I see.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I don't know, girl.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], I'm so sorry for the long hold. Um, I created a request and I sent it over to another department. What they're gonna be doing is mailing you out um some information to fill out as far as continuing on the policy and then how you wanna pay for it going forward um so they're gonna they're they're they're gonna mail all that to you and then I'm gonna email you the policy certificate so you can look over that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] And then you can decide if you want to keep all three or just one or whatever you decide, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Thanks so much for your help today.
[AGENT][POSITIVE] Thank you for your patience. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.