AccountId: 011433970860
ContactId: 2c96a07d-2a7d-4281-8b19-cc614bd6a4eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 953849 ms
Total Talk Time (AGENT): 203923 ms
Total Talk Time (CUSTOMER): 173036 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/2c96a07d-2a7d-4281-8b19-cc614bd6a4eb_20250414T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Uh, my name is [PII]. Uh, I need to find out about uh the policy availability. My wife is on hospice, and it's time to renew the policy.
[CUSTOMER][NEUTRAL] So probably I would be the the only one on the policy, but it's been under her name for the last how many years. I started out as a uh extension from her high school pay. It was offered through them as a secondary insurance. And so she took it, put me with her and now she's going to be dropping off of it. So can I continue the same policy.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That we've had in the past. That's the question.
[AGENT][POSITIVE] All right, Mr. [PII]. I'll be happy to help you with uh looking at that policy and the guidelines today. Um, just in case we get disconnected, what's a good callback number for you today?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] All right, thank you. And do you have a policy number?
[CUSTOMER][NEUTRAL] Oh, I, I can guess I should have thought of that.
[CUSTOMER][NEUTRAL] Yeah just a minute.
[AGENT][POSITIVE] OK, no problem. Take your time.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] 255.
[CUSTOMER][NEUTRAL] 8272.
[AGENT][NEUTRAL] All right, give me just a moment. I'm gonna get that pulled up.
[AGENT][NEUTRAL] Alright, Mr. [PII], I was able to locate the policy. I just need to verify some information. Um, what is your wife's name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My wife's name is [PII].
[AGENT][NEUTRAL] All right. And her date of birth?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is y'all's current address?
[CUSTOMER][NEUTRAL] Uh, I think you have the updated one. It's [PII].
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] If you don't have that one, you still got the parsonage. The parsonage is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got the updated one. Can you verify the zip code for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] All right, thank you. Let's see.
[AGENT][NEUTRAL] And the phone number I have listed is different than the one you gave me today uh can you verify the phone number on the account?
[CUSTOMER][NEUTRAL] OK, uh, that would be [PII]'s probably.
[CUSTOMER][NEUTRAL] It says back in you push the button hang on a minute uh it's.
[CUSTOMER][NEUTRAL] It's an [PII]. I know that part, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Get out of there, go into there.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, that is it. And the last thing I need you to verify, Mr. [PII] is her email.
[CUSTOMER][NEUTRAL] That's what you
[CUSTOMER][NEUTRAL] Her email, uh, probably with the school, so it was [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes sir, thank you so much for verifying all that information for me. Let me take a look at the policy and see.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] All right. uh, Mr. [PII], um, this policy is 42 pages long. Would you give me just a second so I can scan through it and I'm gonna put you on a brief hold, OK?
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][POSITIVE] All right I'll be right back thank you.
[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] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you for holding. I apologize it's taking a couple of minutes. Um, I'm still looking. Just wanted to check in, OK?
[CUSTOMER][POSITIVE] I was gonna say if you've read 42 pages since I let you go, you're doing good.
[AGENT][NEUTRAL] Well, I'm not reading the whole thing. I'm kinda uh skimming over certain sections, uh, but I just wanted to check in, uh, let you know I'm still working on it, OK?
[CUSTOMER][NEUTRAL] OK, I'm still here.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on 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.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. Um, so I was looking over the policy and I am gonna have to reach out to the supervisor to just make sure that I'm reading it correctly. Most of the time, if your, if the insured passes away, the spouse can continue the policy.
[AGENT][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] Right, but it, it's the reason I was concerned about it, it's almost third party at this point because that's not even the right phrase, but you know what I'm saying, it, it was through the school and then she was able to
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Keep it after she left the school, but it was still hers with me underneath. So it's, there's two points of separation, that's what I was concerned about.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, so the policy has been issued um under a trust, so it is a ported policy. It's no longer affiliated with the school, um, it is the same policy she had with them, so, um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, but I, I, I'm pretty sure that if in the event that an insured passes away, that the spouse can continue, but some of the verbiage in this policy certificate, I just wanted to verify with the supervisor, um, so can I give you a call back once I can get in touch with them?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be fabulous. I appreciate it.
[AGENT][NEUTRAL] No problem, Mr. [PII]. Uh, was there anything else I could do for you in the meantime?
[CUSTOMER][NEUTRAL] No, not right now.
[AGENT][NEUTRAL] All right. Well, uh, I will check with her. I've already sent a message actually. I was hoping to be able to, uh,
[AGENT][NEUTRAL] Get this resolved for you, yeah, um, and so, but she, uh, I did not get a response yet. So as soon as I get a response I will give you a call back. I just don't wanna keep you on hold because I'm not sure how long she would be, um, but, and if you think of any other questions, um, you can let me know, OK?
[CUSTOMER][NEUTRAL] Stall for time.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem, Mr. [PII]. Well, thank you so much for choosing APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Thank you. Bye-bye.