AccountId: 011433970860
ContactId: 4ee16c13-ce85-4531-8968-666ecd1d5dbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506760 ms
Total Talk Time (AGENT): 163926 ms
Total Talk Time (CUSTOMER): 243826 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/4ee16c13-ce85-4531-8968-666ecd1d5dbb_20241230T22:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Uh, I'm trying to find out about this insurance policy here. Uh, I wanna try to find out how much is it for?
[CUSTOMER][NEUTRAL] It's some I think it's life insurance.
[AGENT][NEUTRAL] Oh OK. You have a life insurance policy with us?
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] OK. I can assist you with finding out the um policy. Can you please provide me with your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, 1032595.
[AGENT][NEUTRAL] 1032595
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Um, that's not a policy that's coming up for you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Would it be coming up under [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] Let me see if I can find you by name.
[CUSTOMER][NEUTRAL] Because that's what this
[CUSTOMER][NEUTRAL] Because that's the policy number on this letter here.
[AGENT][NEUTRAL] And it's from American Public Life?
[CUSTOMER][NEGATIVE] Yeah, in fact, I, I, I wouldn't say it's a letter, it's a bill for the next payment that's due the next premium.
[AGENT][NEUTRAL] Mm, no, this is.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I, I got one appointment I gotta get to sometime between [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I feel like
[CUSTOMER][NEUTRAL] Look at this. He's back out of again.
[CUSTOMER][NEUTRAL] What do you mean at work it's just.
[CUSTOMER][NEGATIVE] We have the on it's it's ridiculous.
[AGENT][NEUTRAL] What's your um city and state?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] OK, good to see you.
[AGENT][NEUTRAL] No. Can, um, can you provide me with your social cause I'm not finding you by your name.
[CUSTOMER][NEUTRAL] OK. It also has a reference number. Is that, is that anything?
[AGENT][NEUTRAL] What's that number?
[CUSTOMER][NEUTRAL] 152373
[AGENT][NEUTRAL] OK. That's the that's the number.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Well, it's reference that.
[AGENT][NEUTRAL] OK. So can you verify your um date of birth and your email address, please?
[CUSTOMER][NEUTRAL] [PII]. Uh, I don't know if you got an email address for me?
[AGENT][NEGATIVE] No, I don't. I don't have one. It's not enough.
[CUSTOMER][NEUTRAL] I didn't think you, I didn't think you did.
[AGENT][NEUTRAL] Yeah. OK. So I do have you pulled up.
[CUSTOMER][NEUTRAL] Let me, let me tell you what this is.
[CUSTOMER][NEUTRAL] Let me tell you what the whole deal is. My momma took this power out on me, probably when I was very young, almost right after birth.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, she's been paying on it, so she's [PII]. She don't know if she wants to keep paying it or not because she called once before and said she wanted to discontinue it.
[CUSTOMER][NEUTRAL] And she let it go and, and they paid it to catch it up. Anyway, bottom line, I want to see what the policy is worth, if we're gonna continue it. If not, we just want to cancel it. That's the bottom line.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So your premium is what, $12.54?
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Alright, and it's $4,975.
[CUSTOMER][NEUTRAL] OK. And what kind of, and that's life insurance.
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, hold, hold on one second, and then we'll, uh, if, if we wanna discontent, I'll let you know. Hold on. Do you wanna keep it? It's, it's for $5000. It's 12, it's 12, it's for $50 a year. Do you wanna keep it? You want me to give you the money? Let me ask, well, who's the beneficiary? You?
[CUSTOMER][NEGATIVE] Um, wait, the policy's on me? Well then, I can't be the beneficiary if I'm dead.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you, uh, can you tell me who the beneficiary is on the policy?
[AGENT][NEUTRAL] Let me see, yeah, I don't think I see.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I would have thought my mom, my daddy would have been a beneficiary if they took it out when I was younger. I mean, it ain't doing no good the dead person being a beneficiary, uh.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You know, and this is
[AGENT][NEUTRAL] Let me see if I can find out.
[CUSTOMER][NEUTRAL] 56.
[AGENT][NEUTRAL] Find anything that I see.
[CUSTOMER][POSITIVE] You might just feel like celebrating too.
[CUSTOMER][NEUTRAL] Holiday.
[CUSTOMER][POSITIVE] and quality.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This was taken out 121 67.
[CUSTOMER][NEUTRAL] 67. OK, so I was [PII] old.
[AGENT][NEUTRAL] OK, [PII], primary beneficiary [PII] and [PII].
[CUSTOMER][NEUTRAL] See you. I'll see you. Yeah. Well, it's [PII]
[AGENT][NEUTRAL] Yeah, I see you.
[CUSTOMER][NEUTRAL] Yeah, OK, uh.
[AGENT][NEUTRAL] Is that an [PII]? Yeah, [PII], yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, so, OK, so in this day and time, what would have to be done to change the beneficiaries if we decide to keep it?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is there a form online? Let me look.
[AGENT][NEUTRAL] Let me go to APR.
[AGENT][NEUTRAL] forms.
[CUSTOMER][NEUTRAL] The first time you tried that?
[CUSTOMER][POSITIVE] I feel great doctor so you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I can't do it all, but for better longer.
[AGENT][NEUTRAL] OK, I do see online at [PII].
[AGENT][NEUTRAL] There is a form that says instructions it's um for changing of the beneficiary. So there is um.
[AGENT][NEUTRAL] A form out there that you can fill out to change the beneficiary.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um the it'll tell you where to send it to, which is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It has the um
[AGENT][NEUTRAL] The address
[CUSTOMER][NEUTRAL] An email or something I'm sure.
[AGENT][NEUTRAL] It's, well, we don't do it by email, um, it has a PO box.
[CUSTOMER][NEUTRAL] Oh, OK, so I, I can print the form, fill it out and send it in.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, and what is the what is the website [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Oh [PII], OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, wait one minute, um, let me, let me jot that down.
[CUSTOMER][NEUTRAL] [PII] public. OK, OK, well then, let me, OK, that, that's what I think I'm gonna do.
[CUSTOMER][POSITIVE] OK, alright, let me look into that and see. thank you so much.
[AGENT][NEUTRAL] All right, not a problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] All right, thank you so much for calling ATL. You have a great day. Bye bye.