AccountId: 011433970860
ContactId: 251d013a-bba8-46ed-ae32-4bca4db6e9b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429940 ms
Total Talk Time (AGENT): 162087 ms
Total Talk Time (CUSTOMER): 167373 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/251d013a-bba8-46ed-ae32-4bca4db6e9b4_20250625T21:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm a broker here in [PII].
[CUSTOMER][NEUTRAL] I'm calling on a uh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] A a a a policy holder that was on a group that came off that continued that coverage, it was on the uh uh the term life plan.
[CUSTOMER][NEUTRAL] Uh, and I've got the policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] It's 192 well you ask me what you like.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] 19. Go ahead.
[AGENT][NEUTRAL] Yes sir, go ahead 192.
[CUSTOMER][NEUTRAL] It's 1921104.
[AGENT][NEUTRAL] OK, thank you sir and then what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, sir. Alright, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, and what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's, it's [PII].
[CUSTOMER][NEUTRAL] And her birthday is [PII].
[AGENT][POSITIVE] Thank you, sir. And then.
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEUTRAL] All right. And then may I also, um,
[AGENT][NEUTRAL] Let me get back over where I need to be here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm showing that her effective date is [PII], the policy is active.
[AGENT][NEUTRAL] And it is current.
[CUSTOMER][NEUTRAL] OK, uh, two questions, um, she's in, in cancer treatment now, and, um, does this policy have a, uh, like a terminal illness rider or is it just straight group term life?
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look real quick, see if there's any writers for it.
[AGENT][NEUTRAL] Uh, it is just term life.
[AGENT][NEUTRAL] And she has coverage for herself, her spouse, and her dependent.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, uh, 11 more question is, um.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] When this was issued, I don't remember and I'm just going back, uh, I had written the the newer version, the older version term for a while and then this newer version where we could add a disability benefit to the policy, uh, in the case of uh disability it would, it waive the premium, but I don't know if that was included under this particular policy or not.
[AGENT][NEUTRAL] Let me look and see if there's any.
[AGENT][NEUTRAL] What I'll probably end up having to do is transfer you to broker resources so that they can look under this type of plan and see if there's any writers for it that can be added.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, when, uh, when this was offered to the employer, uh, for the employees, you know, it was a volunteer plan and, and, you know, a number of employees enroll in that plan but we designed that plan, um.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And we have it available today under that same employer where it's uh you know the spousal coverage uh the employee coverage and has disability uh disability waiver premium built into everybody's policy, but I don't know if if this if she enrolled during that period of time that this was available and that was my question.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me look at the policy certificate real quick and see the um schedule benefits to see if there's anything on there that states.
[AGENT][NEUTRAL] What her benefits would be other than.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Live coverage.
[AGENT][NEUTRAL] Right. It's looking like it's a group term life coverage. Um, she has a waiver of premium rider.
[AGENT][NEUTRAL] For the child, um.
[CUSTOMER][NEUTRAL] Yeah, and that's that's the quick yeah yeah if she has a waiver premium, um.
[CUSTOMER][NEUTRAL] What was the process that we'll need to do because she's currently unable to work she's been in cancer treatment now for uh a few months and or several months and uh not expected to go back to work anytime soon, uh, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the next step and maybe getting her to fill out this paperwork so we we weigh the premium on it.
[AGENT][NEUTRAL] OK, so what I'll need to do, um, sir, is give you to the claims department so that they can help you as far as the way with the waiver of premium.
[AGENT][NEUTRAL] Because that is not a question that I can answer myself for the group term life, but I can get you some help. So it's gonna be just a brief hold while I get you a claims specialist and they'll be able to help you further.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] OK. You're very welcome, Mr. [PII]. I hope you have a wonderful day and thank you for calling APL. It's gonna be a quick hold, sir.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Alright, you, you too [PII].
[AGENT][POSITIVE] Mhm. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, Ms. [PII], it's [PII]. I've got a broker on the phone. His name is [PII]. He's calling about policy number 1921104.
[AGENT][NEUTRAL] Um, for Miss [PII].
[AGENT][NEUTRAL] And he's calling to inquire about the waiver of premium for this policy. He has questions about it.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And he's been verified.
[CUSTOMER][NEUTRAL] Alright you can send him on over.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. Bye-bye.