AccountId: 011433970860
ContactId: 3d70602f-e612-4b38-b049-d6a68afcb7b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 489839 ms
Total Talk Time (AGENT): 195502 ms
Total Talk Time (CUSTOMER): 205071 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/3d70602f-e612-4b38-b049-d6a68afcb7b6_20250508T18:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, I have a term life insurance policy and I am trying to find out um when it, um.
[CUSTOMER][NEGATIVE] Matures when it, when I stop paying it, how much time I have left on it, and I think I paid like $101 a month for it and I need to know the amount, well, I know the amount, it's $100,000.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm about to retire and I'm trying to get everything in order.
[AGENT][NEUTRAL] OK, so you have a term life policy with APL and you're just wanting to find out how long that policy will last, is that correct?
[CUSTOMER][NEUTRAL] Right, and, and am I, am I correct that when I get through paying it.
[CUSTOMER][NEGATIVE] Like I think it was a 10 year policy. It's done. I, I don't pay anymore but it has no benefit. Uh, it's just, if something happens within that time frame, is that my, is that the definition of a term policy?
[AGENT][NEUTRAL] OK, so yes ma'am, I can help you with some of these questions, um, but first I'll need to pull up your policy information so I can see exactly what type of policy you have. So first off, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your full social security number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][POSITIVE] OK, thank you
[AGENT][NEUTRAL] OK, so Miss [PII], first off, any information provided would be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][POSITIVE] Sounds OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so that is your best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you and then what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, give me that one more time. [PII] what was the last part of it?
[CUSTOMER][NEUTRAL] Do, do I not have an email address on file with you?
[AGENT][NEUTRAL] You don't. No, ma'am.
[CUSTOMER][NEGATIVE] OK. Well, it's a work, the only thing that I have is a work email and after the [PII], it's not gonna be any good.
[AGENT][NEUTRAL] OK, well we can just leave that empty if you're not gonna have, uh, if you don't have a personal email, that's fine. OK, so just one moment.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright, so give me just a moment to get your information pulled up, Miss [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so now are you wanting to find out if this is a policy that you can continue beyond your retirement?
[CUSTOMER][NEUTRAL] No, ma'am. I wanna know.
[CUSTOMER][NEUTRAL] I don't remember when I got, I, I'm, I'm in town. I had to go to Social Security office. I had to go to the school board office. I'm in town, so I don't have my folder, which is at home in my filing cabinet. I want to know what date did I, what day did I
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] Take this out.
[CUSTOMER][NEUTRAL] Take the insurance out.
[AGENT][NEUTRAL] OK, so this policy became effective [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and it's a 10 year policy, correct?
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[AGENT][NEUTRAL] It's renewable in 10-year term periods until the policy anniversary following age [PII].
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] And then at that time, the policy is renewable in 1 year term period until the policy anniversary following age of [PII], when the policy would expire.
[CUSTOMER][NEUTRAL] OK, so this 10 year period is gonna be.
[AGENT][NEUTRAL] The 29.
[CUSTOMER][NEUTRAL] Uh, 4 years, 29, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And is it, is it a fixed rate? Will that rate change possibly from now to 29?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It should not until the 10 year mark and then yes, at that point it would and then each year after that, there's a possibility, yes, that it could.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well, the reason I took it out was in case I needed to pay the house or in case my children needed to pay the house off. Um, I had
[CUSTOMER][NEUTRAL] You know, fairly young children and one still in college.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] The house is just about paid for. So I think I'm gonna cancel that.
[CUSTOMER][NEUTRAL] Term policy, but I want to keep, I also have a cancer policy and a
[CUSTOMER][NEUTRAL] Something else with y'all.
[AGENT][NEUTRAL] Now, as of, OK, now, the life poli, the term life policy is the only one that you have that's active with us now. In the past, you did have a cancer policy, but you've not had that one with us since [PII].
[CUSTOMER][NEUTRAL] I wanna keep those.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now it's possible you could have.
[CUSTOMER][NEUTRAL] OK, so the cancer about pretty much.
[AGENT][NEUTRAL] Right, maybe with another company name?
[CUSTOMER][NEUTRAL] I probably have it with.
[CUSTOMER][NEUTRAL] Uh, is Amera life the same thing as y'all?
[AGENT][NEUTRAL] No, ma'am. It isn't. That would be a different company.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, well, so that's the one.
[AGENT][POSITIVE] Oh, I'm so sorry. Go ahead. I didn't mean to overtalk you.
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, no, I'm sorry. I'm, I'm just running my mouth and I'm trying to think and at the same time, um, if that's the only thing that I have with you, then I just need to cancel that policy.
[AGENT][NEUTRAL] OK, now because of how this policy is set up through the Concordia Parish schools, you will have to get with your HR department.
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] To request that term you cannot do it directly with APL you would have to go through them and they would notify us of the cancellation.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK. All right. That's what I needed to know. Thank you so much for your time.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Oh, well, absolutely. You're certainly very welcome. Is there anything else that I can help you with this afternoon?
[CUSTOMER][POSITIVE] I can't think of anything. Thank you though, and you have a great afternoon.
[AGENT][POSITIVE] Well, I hope you do too, and congratulations, Ms. [PII] on your retirement.
[CUSTOMER][POSITIVE] Thank you so much. Have a good day. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Uh, you too. Bye-bye.