AccountId: 011433970860
ContactId: 4e2d37bc-97a0-4cb1-9cab-3cc8c4ceecfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 547010 ms
Total Talk Time (AGENT): 174575 ms
Total Talk Time (CUSTOMER): 273330 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/4e2d37bc-97a0-4cb1-9cab-3cc8c4ceecfd_20250411T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, Miss [PII]. My name is [PII]. I just got through speaking to someone, um,
[CUSTOMER][NEUTRAL] In your office, uh, that in customer service that could give me some information about uh the amount of uh policy that I have, but there was some still some more information that I needed and I, I, I failed to get it from her and I'm wondering if you might be able to help me with that.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, absolutely. How can I help?
[CUSTOMER][NEUTRAL] OK, well, uh, I have a policy number here and it's for my husband, and should I give you that number or whatever?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let's go go ahead and give me that.
[CUSTOMER][NEUTRAL] OK, so it's 153496.
[AGENT][NEUTRAL] All right. Thank you, [PII]. And then if I can just get the name on the policy and date of birth, please.
[CUSTOMER][NEUTRAL] OK, the name on the policy should be uh
[CUSTOMER][NEUTRAL] Uh, you mean when you say the name, you mean the insured person. Is that correct? OK, it's [PII] and it might be [PII], [PII]
[AGENT][POSITIVE] Yes, please. Yes.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the birthday is [PII].
[CUSTOMER][NEUTRAL] That's wrong. That's my birthday. I'm sorry. [PII] is his.
[AGENT][NEUTRAL] That's OK, no problem. OK, I've got this pulled up. What, what kind of questions did you have?
[CUSTOMER][NEUTRAL] OK, I need to know, OK, now I know it's a whole lot of policy and it's on him and the beneficiary on that, is that me?
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] OK. Yeah, OK. The beneficial me. OK, now if something were to happen to me, can that, uh,
[CUSTOMER][NEUTRAL] Can we, can that be fixed so that I could be with somebody, with my daughter or someone like that? How do we do that?
[AGENT][NEUTRAL] You wanna add like another beneficiary just in case? Yeah. OK. Let's see here.
[CUSTOMER][NEUTRAL] Yeah, that's OK.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] To um get somebody else added to it, we would need to get you sent out a beneficiary form to add an additional beneficiary. Now we can send that to your physical address in the US postal mail or we can email it, whatever is better for you, and then you can mail it or email it back to us.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] I guess I can figure something through an email. OK, so let's just have you uh.
[CUSTOMER][NEUTRAL] Send it to me by mail. That way I can do that. Can you do both?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, no, absolutely.
[CUSTOMER][NEUTRAL] OK, can you do both of them? OK, so you have my address, right?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm. Yeah, the address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK. Alright, now let me give you the email address.
[AGENT][NEUTRAL] Yes ma'am mhm.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I will email it to you and then if you have the ability to print it and then you can get it sent back but if not I'll uh request for one to be sent to you and then just regular mail and you can get that um back to us that way also if you need to, OK?
[CUSTOMER][POSITIVE] OK, alrighty, uh, question for you, one more question for you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, in case, if, if I wanted to, to, uh,
[CUSTOMER][NEUTRAL] Get a policy on, on myself through you.
[CUSTOMER][NEUTRAL] At my age now, what would be the cost of that for about the same amount of money, about $10,000 or whatever, because we have one where they're gonna go up on us to $500 per
[CUSTOMER][NEUTRAL] Month and the other ones are gonna go up $190 per month. And for larger amounts of money, but at our age and, you know, [PII] income, we are not able to pay that kind of money and I'm not [PII]. So
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So if we were to get something like this on me.
[CUSTOMER][NEUTRAL] Do you have any idea what the uh monthly fee would be on that?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] And what is the largest amount you can get for somebody and, and me, I'm [PII] old. What's the largest amount you can get for a person of my age? Would it be $300? Please don't tell me that.
[AGENT][NEUTRAL] You're probably gonna need to speak to somebody that is a broker that actually sells policies.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Um, you know, I just do like customer care, so I'm not 100% sure. I was trying to see if
[CUSTOMER][NEUTRAL] OK, I got.
[AGENT][NEUTRAL] I could find anything, let's see.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] As old as I am, there used to be a time when everybody would have a real insurance agent they could go to and talk to or whatever, but now everything is so automated with technology or whatever, you just all over the place, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] Well, don't worry about it. Don't worry about it. It's OK. I, I'll uh I'll check in with, with some people that
[CUSTOMER][NEUTRAL] Might be able to help me with that or if somebody can call me back to give me a uh they would be able to help me with it, I would be most, but if not, I'll just check with an individual agent.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So it looks like, so [PII] originally had this through an employer.
[CUSTOMER][NEUTRAL] No, I probably had it through an employer.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Cause general
[CUSTOMER][NEUTRAL] Cause I work for the school district.
[AGENT][NEUTRAL] Yeah, generally, so we don't just sell policies to individuals, generally it's to groups like um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, employers and things of that nature and then you have the option yeah depending on what the the policy is, some of our policies are we do offer the option to continue on if you once you leave um and then you can just pay on your own, um, but it's.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What not add on whatever.
[AGENT][NEGATIVE] Yeah, no, unfortunately not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, that's not a problem. You have helped me tremendously. I appreciate your help. You are the 4th person that I've talked to.
[AGENT][POSITIVE] Oh, my pleasure.
[CUSTOMER][POSITIVE] Yes, I've talked to [PII] and [PII] and [PII], and now to you and all three of you have been very helpful. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] Yeah, not a problem. If you think of any other questions or concerns, feel free to call. We're happy to help.
[CUSTOMER][NEUTRAL] OK, and somebody's supposed to call me to see if I'm able to um
[CUSTOMER][POSITIVE] To draw on this if I needed some funds. I, I forgotten what the lady's name is but someone I'm supposed to be able to call me. OK, alrighty then, thank you so very much. I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome and you be blessed. Somebody will be calling you back on that, OK?
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All right and have a good day. Thank you. Bye-bye.
[AGENT][NEUTRAL] You too. Bye bye.