AccountId: 011433970860
ContactId: 3baa1ffa-9d0d-45a0-9b11-8067928e4c54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1141800 ms
Total Talk Time (AGENT): 238214 ms
Total Talk Time (CUSTOMER): 429330 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/3baa1ffa-9d0d-45a0-9b11-8067928e4c54_20250206T17:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, uh, this is [PII], and I was calling in reference to two policies that I have with you guys and I was just, uh, trying to get some information on them, uh, see if you can send me a copy of my policies please.
[AGENT][POSITIVE] OK, sure, yes, I can assist you with that. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, right. Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] OK, one policy is 00451274.
[AGENT][NEUTRAL] OK. And um may I have your date of birth, mailing address, and email address for verification?
[CUSTOMER][NEUTRAL] birth is [PII]. Email address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, and what's the mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. All right. And you said you have another policy. Do you have that number?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, it's 00485897.
[AGENT][NEUTRAL] OK. And you need both of the policy certificate information, correct?
[CUSTOMER][NEUTRAL] Right, I need both of those and what I wanted to find out uh.
[CUSTOMER][NEUTRAL] I want to know how can I uh change like I think on my daughter's [PII] her policy was in it for me and her name as a beneficiary, but I think I had my son on there as well because at the time that I took it out, she was a minor.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I see that.
[AGENT][NEUTRAL] So that's the first one.
[CUSTOMER][NEUTRAL] I have one on her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I have, I think I have myself as the beneficiary on hers and on mine, [PII], I have her as the beneficiary, but I think I have my son's name, [PII] on there as well because she was a minor at the time that I took out the policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me check and see if I find another policy because I, I don't see another one that is a life policy.
[CUSTOMER][NEUTRAL] It should just be 2. It should just be, it should be 21 for [PII], and she's under mine for [PII], the 2 policy numbers that I gave you.
[AGENT][NEUTRAL] OK, one of the policy that you gave me was a cancer policy that's been terminated for a while, so.
[CUSTOMER][NEGATIVE] I can't, you're breaking up, you're breaking up, you're breaking up. I didn't hear what you say. One of the op, one of the
[AGENT][NEUTRAL] OK, I'm sorry. OK.
[AGENT][NEUTRAL] One of the policy numbers that you provided to me was a cancer policy that has been terminated since [PII]. Um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A cancer policy.
[AGENT][NEGATIVE] Yeah, it is an old cancer. Uh, the, the last 1, 449-896. That one is an old cancer.
[CUSTOMER][NEUTRAL] Which one?
[CUSTOMER][NEUTRAL] Uh uh uh uh, no, ma'am, no ma'am. 00485897.
[AGENT][NEUTRAL] That's the first one you gave me. OK, so that one I did.
[CUSTOMER][NEUTRAL] No, the first one I, the first one I gave you was 00451274.
[AGENT][NEUTRAL] OK, let me pull that one. I don't have that 11 moment.
[AGENT][NEUTRAL] OK, let me pull this out, bear with me.
[AGENT][NEUTRAL] OK, let me go ahead and request the privacy certificate. Do you mind holding for me?
[CUSTOMER][NEUTRAL] No ma'am, I don't mind getting my information.
[AGENT][POSITIVE] 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.
[AGENT][POSITIVE] Thank you for holding and being patient for me. Yeah, I went ahead and send um the benefit certificate for both of them. So you should be receiving those within 5 to 7 business days. They are going by mail, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's understandable and everything, and I had uh another question I wanted to ask you as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you can possibly help me with it. On reweries, when I took out her policy years ago and they had told me something about when, when she made [PII] that her policy would be paid in full, is that
[CUSTOMER][NEUTRAL] True, or is that not, or is there a stipulation to it or something?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I can get um
[AGENT][NEUTRAL] Customer service on the line to see if it's if it's gonna change or if anything is gonna change about any of the policies um that is handled by customer service, OK? So let me go ahead and get them on the line in one moment Miss. You're welcome.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATM. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good, sir. How are you today?
[AGENT][NEUTRAL] I'm good, I'm good. Um, I have a member on the line that she's calling because she, well, she asked for the policy certificates which she already took care of that, um, but now she wants to know about it. She said that the policy is a life policy, and I'm not sure if what she means is a cash out, but she said she was gonna get a refund back or something like that, which I don't think that's right.
[AGENT][NEUTRAL] Um, but she just needs the information about when the member turns, um.
[AGENT][NEUTRAL] Like a certain age, like what happens to the policy.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEGATIVE] I don't see anything on this one.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] OK, she has two policy numbers. Um, the first one is 485897.
[AGENT][NEUTRAL] And then I got another one which is 451-274.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna pull both of them up at the same time.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Will [PII].
[AGENT][NEUTRAL] Miss [PII] is the one calling. She says she's the owner of the policy. Mhm.
[CUSTOMER][NEUTRAL] OK, got you, yeah, they're gonna be on two different people, got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh boy. OK, let's see.
[AGENT][NEGATIVE] I know they come up with some questions but it's not even nowhere.
[AGENT][NEGATIVE] this question and you put it in guru and you're like, not even a guru. I don't know.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, these are whole life policies, so their age doesn't matter as long as the premiums are paid.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm thinking she's probably talking about like a cash out or something like that.
[CUSTOMER][NEUTRAL] A term life is what she, a term life would be if it um if you reach a certain age it terms or whatever but I mean these are whole life up until like [PII] something I think um hold on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And it may actually be [PII], I can't remember.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] OK, and did you get a callback number for Ms. [PII]?
[AGENT][NEUTRAL] Uh, yes, uh, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, and everything's been verified on both policies.
[AGENT][POSITIVE] Yes, I did. Yes.
[CUSTOMER][POSITIVE] OK. So, thank you. I'll take a look.
[AGENT][POSITIVE] You're welcome. All right. Here she comes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for me. I've got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here, Miss [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too now
[AGENT][POSITIVE] Thank you. Mm bye-bye.
[CUSTOMER][NEUTRAL] Hi Ms. [PII], my name is [PII]. How are you doing today? Doing OK Miss [PII], how you doing? I'm good thank you so much for asking uh Miss [PII] was telling me that you have some questions regarding your policies? Yes ma'am, I sure do. uh OK, 11 question is that when I took out the policy on relery which is policy number 00485897.
[CUSTOMER][NEUTRAL] At that time the lady told me that by the time she make 18, the policy would be paid off and I was just trying to find out if that is a true statement or there or are there stipulations to it being paid off by the time she made 18.
[CUSTOMER][NEUTRAL] Let me take a look at that, OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So we issued this policy in [PII], so it is 22 years old, 22 years in a month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'll have to calculate up the cash value on that one, Ms. [PII] and see uh the face amount is 10,000 so if the cash um if the cash value amount has reached that 10,000, then that would be the case, um, and it does take a little while, um, for us to actually do that because we have to add that up by hand.
[CUSTOMER][NEUTRAL] Um, I was just curious because that was a statement that was nothing she, you know, just when she was telling me insurance, that was a statement, and I always said I was gonna ask and I always forget about asking and everything. So when I was, uh, sending my policy off, I, I mean my payment off, I was I'm gonna call and see if that's a good statement or are there stipulations behind that statement.
[CUSTOMER][POSITIVE] Yes, and you can definitely pay uh you can definitely pay up the policy actually before, you know, a lot of people think that, um, whole life insurance is you just pay it until you need it um but if you do pay more premium than what the actual face amount is, then yes, it would be paid up.
[CUSTOMER][NEUTRAL] Um, but typically it takes longer than 22 years, um, but like I said, I will add up the, the cash value on the policy and see, um, where you're at. Now, OK, OK, OK, and my other question was, uh, what's the procedures for updating beneficiaries?
[CUSTOMER][NEUTRAL] Um, I just need to send you a beneficiary change form and you'll just follow the instructions on the form, and it has to be notarized and mailed back in.
[CUSTOMER][NEUTRAL] OK. The reason why