AccountId: 011433970860
ContactId: 2c4a8a07-8414-40de-b02d-1751b27775ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 731609 ms
Total Talk Time (AGENT): 221726 ms
Total Talk Time (CUSTOMER): 147540 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/2c4a8a07-8414-40de-b02d-1751b27775ee_20250206T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APTL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. I was calling about uh some writers that are on, on my policy and and if I can use them and what they do.
[CUSTOMER][NEUTRAL] Of my policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My policy number is 19134.
[CUSTOMER][NEUTRAL] And I have a certificate number if you need it to.
[AGENT][NEUTRAL] OK, what is the certificate number?
[CUSTOMER][NEUTRAL] 01972727
[AGENT][NEUTRAL] OK, thank you [PII] and then what is your callback number, sir? Just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. Let me pull in that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], can you please um verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][POSITIVE] Wow. Um,
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] Pooler Parkway number 144.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] C O N
[CUSTOMER][NEUTRAL] 0504
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what else?
[AGENT][NEUTRAL] And then the num the number that you gave me to call you if our call get disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes, I'm a truck driver that's the only number I have.
[AGENT][POSITIVE] OK, thank you so much. I appreciate you verifying your policy for me, [PII]. So looking at this policy, this is a group term life insurance policy through Universal Trucking.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Is that the policy that you were in question about?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what are the questions that you had?
[CUSTOMER][NEUTRAL] there's a, a section on here for conversion. What what does that mean exactly?
[AGENT][NEUTRAL] OK, let me, let me pull your policy in real quick and read it.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Section 10.
[AGENT][NEUTRAL] OK, so, um, the way that it's reading is.
[AGENT][NEUTRAL] If for any reason the policy lapses within 31 days you can uh if it's canceled by the policyholder or us, you can convert the policy.
[AGENT][NEUTRAL] To a whole life policy.
[AGENT][NEUTRAL] Is what I'm reading.
[CUSTOMER][NEUTRAL] OK. So I, um,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That that only happens. I can only do that if it's terminated?
[AGENT][NEUTRAL] And you'll need
[AGENT][NEUTRAL] Right, if it's terminated within 31 days from the date the coverage is canceled or within 31 days from the date we notify you, the policyholder of termination of coverage or within 31 days that the date of your continuation is due to a disability.
[AGENT][NEUTRAL] Or if in 31 days from the date the portability um coverage, if any ends.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So yes.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEGATIVE] I actually have to let the policy terminate and then I, within 30 days, I can convert it to a whole life after that.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] Um, there's a, another writer about, um,
[CUSTOMER][NEUTRAL] Was this waiver premium to disability?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So what that means is if you're, if you go on disability for any reason,
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] The money that you would get from disability can be put towards your premium and your premium can be paid from your disability benefits.
[CUSTOMER][NEUTRAL] OK, and that disability is through you?
[AGENT][NEUTRAL] Right, if you have dis disability coverage with us.
[CUSTOMER][NEUTRAL] OK. Oh, so that, that's, since it's a writer, I'm assuming that I'm eligible for that?
[AGENT][NEUTRAL] Well, you don't have disability with us, so, um, but that's what it would mean, that is if you did have disability with us, disability insurance, and you get that disability benefit per month, that dollar amount, that the um premium can be paid through disability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, as a truck driver, obviously, I have to have a, a, a medical card on file in order to drive legally.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] Uh, right before [PII], I was, uh, diagnosed with pancreatic cancer, and I'm currently in chemo, and I am unable to work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there one of those riders is available to me? I can I do something? Cause I, I sort of need to help with the premiums because I'm not gonna be able to go back to work for an extended period of time.
[AGENT][NEUTRAL] OK, um, actually I am going to get somebody in the claims department to return your call within 24 hours. I'm gonna send in a request for somebody to return your call so that um they can talk to you about that premium since you are on disability.
[AGENT][NEUTRAL] And um now the disability is not with us so that's um another thing that I'm gonna mention to them.
[AGENT][POSITIVE] And let somebody call you back about your policy and see how that works for you so sure.
[AGENT][NEUTRAL] You're on disability at the time.
[CUSTOMER][NEUTRAL] Alright, um.
[AGENT][NEUTRAL] What
[CUSTOMER][POSITIVE] Yeah, that, that phone number is the best number to reach me at and uh I have it by my side for the rest of the day, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK alright well I will make sure that somebody gives you a call back. I'm gonna put you on a brief hold while I get that request in for you and then um then I'll come right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK, thank you so much sir it's gonna be a brief hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I appreciate you holding while I got that um request in for you. Uh, I did send the request and you should be hearing back from somebody in the claims department within 24 hours.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][POSITIVE] All right. I thank you so much for your help. You have a great weekend.
[AGENT][POSITIVE] You too [PII] thank you so much for calling APL you have a blessed one, we appreciate you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye, sir.