AccountId: 011433970860
ContactId: 3cc60edb-b3d2-4f42-aa9f-3d2cb364505f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 471010 ms
Total Talk Time (AGENT): 192129 ms
Total Talk Time (CUSTOMER): 271070 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/3cc60edb-b3d2-4f42-aa9f-3d2cb364505f_20250402T14:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. I was hoping I would get you actually. Um, so I have a policy that I think you might be familiar with what um is going on with it. Um, the policy number is 61.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1161.
[CUSTOMER][NEUTRAL] The [PII], it's a life policy.
[CUSTOMER][NEUTRAL] Um, and so she's calling, but she's actually with the group, um, she's gonna be the new group contact, but she was calling because her policy wasn't on their April bill, and after looking, it looks like there's a future lapse date on there and you had a note on there that it's because of her life policy expiring, um, and that a letter was sent to her, you know, if she wanted to continue that at a higher rate.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, now she haven't received the letter yet, but she just wants some more information on what she needs to do and maybe what that rate would be. Do you think you'd be able to help her?
[AGENT][NEUTRAL] I sure will. She won't like it, but I, I can help her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Those premiums go sky high once they they get to their, their thing. Let's see, here's the letter, I think.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] I did verify her address. We do have it right, so she, I don't know if she makes.
[AGENT][NEUTRAL] Yeah, see her premium goes from $29 a month to $257 a month.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] Oh gosh yeah that's.
[AGENT][NEUTRAL] I know, yeah, I hate sending those letters out and that one's really not as bad as some of them.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah, she probably won't like that, but that's just how it is, but you ready for her?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm ready. Mhm.
[CUSTOMER][POSITIVE] OK, here's thank you.
[AGENT][NEUTRAL] Uh, good morning, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm good. Um, [PII] was stating that you haven't received your letter with the new premium or anything on it. Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, it looks like it was mailed out on [PII], so it's probably hadn't had time to get to you yet, but um if you wanna continue it, the, the premium goes to $257 a month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $257 a month?
[AGENT][NEUTRAL] Yes, ma'am. It goes by your current age instead of.
[CUSTOMER][NEUTRAL] From
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] From $29.
[CUSTOMER][NEUTRAL] OK, tell me exact tell me exactly what I have on this policy, please.
[AGENT][NEUTRAL] OK, sure, let's see, it's a 20 year term.
[CUSTOMER][NEUTRAL] Because I, I, it's been 20 years, so I don't know, OK.
[AGENT][NEUTRAL] Mhm. And it was for 100,000.
[CUSTOMER][NEUTRAL] 100,000. So what happens if I continue it for um with the $257 a month?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Uh, you'll, you'll be able to keep it for another.
[CUSTOMER][NEUTRAL] I mean how how does this work?
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] 20 years?
[AGENT][NEUTRAL] 20 more years until you're.
[AGENT][NEUTRAL] Age [PII] and once you're at [PII], it goes up every year after that, but until you're.
[AGENT][NEUTRAL] So you're, you're fine for the next 20 years with 257.
[AGENT][NEUTRAL] For 100,000.
[CUSTOMER][NEUTRAL] What if I can I change it to um what is it.
[CUSTOMER][NEUTRAL] I know this is a term. What, what if I can I switch it to like life or can I not do that now?
[AGENT][NEUTRAL] Uh, like a whole line.
[CUSTOMER][NEUTRAL] Or a whole, whole life policy? Yeah, uh huh.
[AGENT][NEUTRAL] Um, yes, you can convert it over to a whole life policy, um.
[AGENT][NEUTRAL] Uh, the premium would be higher than the 257, but, um, it would be a whole lot.
[AGENT][NEUTRAL] Or you could, um,
[CUSTOMER][NEUTRAL] OK, so in
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] No, so if I.
[CUSTOMER][NEUTRAL] So let's say in 20 years if I'm not dead.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Then this is I'll have to call back.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] In 20 years, OK.
[CUSTOMER][NEUTRAL] I don't remember this stuff, huh, OK.
[CUSTOMER][NEUTRAL] Uh huh, OK, so will this still, uh, come to the office if I, if I decide to go with this $257 a month and then they take it out of my check and then they, OK, I got you.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me, I didn't realize I had 100,000.
[AGENT][NEUTRAL] Um, do you, do you have an email?
[AGENT][NEUTRAL] Yeah, if
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you have an email where I can send you a copy of this letter? OK, um [PII]?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Mhm. Yup.
[CUSTOMER][NEUTRAL] [PII] uh well, it's change, it's [PII]. You can still try to send it to the secure and it might get to me, but let me just [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I will send it there and that is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Just wanna make sure I got it right, OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, that's right. um, now let me ask you this, um.
[CUSTOMER][NEUTRAL] So you're sending me the uh the email what what what do I have to do to sign back up or or whatever or to continue it?
[AGENT][NEUTRAL] Um, it's
[AGENT][NEUTRAL] Just mark on there that you wish to extend your 20 year term for the next 20 years and um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Give give your employer um your new premium so they can be deducting the correct amount so it won't mess up anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so whenever I send you the bill or the bill is sent from [PII] from um the office from Peachtree City Gynecology.
[CUSTOMER][NEUTRAL] Do I wait until the next bill comes out for uh June or do I need to include the 257 in the April bill?
[AGENT][NEUTRAL] You will need to, to include it, you'll need to, to, to add it to your April bill.
[CUSTOMER][NEUTRAL] Or would that mess things up?
[CUSTOMER][NEUTRAL] OK, for the office.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so all this will be in my, my file or whatever you're putting in there right now?
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK, so you're, you're gonna, let me just get this correct you're gonna send me the email and then I'm gonna tell you to continue to, I wanna continue to keep the the policy and then you'll go in and and do whatever and so next month I should be on the invoice for.
[AGENT][POSITIVE] Correct, yes. Mhm.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Is that correct? OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right then I guess I'll just go ahead and do it. I've had it for 20 years, might as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do 20 more now will my um policy.
[AGENT][POSITIVE] All right. Well, I will get that right to you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Thank you. Will my policy number, anything change or will it stay the same?
[AGENT][NEUTRAL] It will stay the same.
[CUSTOMER][POSITIVE] Stay the same OK all right thank you so much for your help I appreciate it.
[AGENT][POSITIVE] I, I beli I believe it will.
[AGENT][NEUTRAL] Now, if, if we do have to issue the new policy, um, we'll, we'll send you a copy of it and everything with the new policy number and everything.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I
[CUSTOMER][POSITIVE] OK, sounds good and you, you're sending me an email right now, correct?
[AGENT][POSITIVE] Yes ma'am, I've almost got it finished.
[CUSTOMER][NEUTRAL] Or have you already said OK, OK, I don't mean to rush you. I'm just.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][POSITIVE] OK sounds good I appreciate it. OK, thank you so much for your help.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am I appreciate it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a wonderful day, Ms. [PII].
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] All right. Goodbye.