AccountId: 011433970860
ContactId: 4fe31cb7-5693-4228-b195-b9ac56ea7540
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 626340 ms
Total Talk Time (AGENT): 344901 ms
Total Talk Time (CUSTOMER): 280058 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/4fe31cb7-5693-4228-b195-b9ac56ea7540_20250324T15:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Um, may I speak with the insurance agent?
[AGENT][NEUTRAL] You'd like to speak to an insurance agent?
[CUSTOMER][NEUTRAL] Well, I just needed to find out. I have term life insurance that'll be
[CUSTOMER][NEUTRAL] Um, expiring in [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I wanted to know what my premium rate would be. It says I can renew it for another 20 years.
[AGENT][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] And I wanted to know if someone could tell me what that would be.
[AGENT][NEUTRAL] OK, I can help you. But before we proceed, is it possible to get your name and a callback number, please?
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] Sure, my name is [PII] My number is [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII] and. Do you happen to have your policy number?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] OK, I can do a name search, bear with me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I can give you my social. I don't mind.
[AGENT][NEUTRAL] OK, well, that would probably be the quickest way. What's your social?
[CUSTOMER][NEUTRAL] OK. Sure. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I think I missed some digits. [PII] and what was the
[CUSTOMER][NEUTRAL] It's the.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'll start over with it. It's.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] My phone, I had it on speakerphone, but my Social Security is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you for that, Ms. [PII]. And can you
[CUSTOMER][POSITIVE] You wanna try calling it to me and let's make sure we got it right.
[AGENT][NEUTRAL] I found you. You're in here. I got you now. Um, and just to verify, can I get, yes, ma'am. Can I get you to verify your date of birth?
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] Well, that's a sure sign.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your mailing address and email account, please.
[CUSTOMER][NEUTRAL] I just updated my mailing address.
[CUSTOMER][NEUTRAL] So hopefully, it's been changed, but that was only about 15 minutes ago. So I'm, I'm at [PII] now, but I was at [PII], so I don't know which one you have.
[AGENT][NEUTRAL] It looks like we have termite. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh good. So it's [PII].
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] Thank you for that. And can you verify your
[AGENT][NEUTRAL] Email address, please.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Bear with me. I'm reading the notes.
[CUSTOMER][NEUTRAL] Oh yeah, I had asked someone to email me those premium amounts because everybody was busy, but that's all I really wanted to know.
[AGENT][NEUTRAL] OK, so you do know because this is a term life policy, it doesn't get any vested cash value in it, right?
[CUSTOMER][NEUTRAL] OK. I was, that was one of my questions.
[AGENT][NEUTRAL] OK, because she has a note in here that you asked about it and then you're asking about the renewable info. Um, now we will have to work up the premium, um, it's, it's a formula we we have to do to figure out what it is, but I also wanted to let you know when it does get time for you to renew, we do send out a letter of renewal that has your premium rate and what you need to do to convert it over if you want to convert it over so we will send that information to you when it's time.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To convert it over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you'll probably more than likely receive it at the end of December, but um we can go ahead and see what you'll be looking at if you like, but we will have to work that up and call you back.
[CUSTOMER][POSITIVE] I would appreciate it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And you could just email me that if you want.
[AGENT][POSITIVE] OK, we can do that.
[CUSTOMER][NEUTRAL] In case I missed the call, or mail it to me, either one's fine.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And just
[CUSTOMER][NEUTRAL] Just so I have an idea cause I'm on Medicare and that's it.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] I get Social Security rather.
[AGENT][NEUTRAL] OK, so your phone number is [PII] area code, correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, um, you'll probably be getting a confirmation from us tomorrow because the representative that handles that is out of office, but we will put a request in for you, um, to get, get you those rates. And again, just keep in mind that we'll, we'll be sending that information as well in December if you decide to convert it over and if you don't want to convert it over, you just don't have to reply.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] OK, unless it's like $4000 a month, I'd rather keep it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, ma'am. I
[CUSTOMER][NEUTRAL] But I didn't realize 20 years was coming up [PII].
[AGENT][NEUTRAL] Yeah, and it looks like you're
[CUSTOMER][NEUTRAL] So I needed to find out.
[AGENT][NEUTRAL] Your total benefits 100,000. So you'll be, you'll be quoted at the same benefit. The way it's gonna be quoted, it's gonna use your age at the time that we get ready to do it, and then you'll have the same benefit. So we'll just take that benefit amount to quote your premium with your age at that time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Now, what all do they do as far as like, well I need to get a doctor's note or anything like that, or they will renew but my premium would be a lot higher.
[AGENT][POSITIVE] We'll renew it and your premium is gonna increase. I will confirm that your premium does increase.
[CUSTOMER][POSITIVE] Yeah, I figured it would increase a lot. I remember my parents when they got older, what happened. But it's still, you know, it's still worth it to have some coverage.
[AGENT][NEUTRAL] Yeah, it, it does that, and I guess it's.
[AGENT][NEUTRAL] Yes, ma'am, it is because it is so costly these days to even get things in order to have a proper burial, so, um, but yeah, it's
[CUSTOMER][NEUTRAL] Hopefully.
[CUSTOMER][NEUTRAL] I know, I just don't want to leave my kids with all that crap to deal with. Thank you.
[AGENT][NEUTRAL] Yes, ma'am. I understand. But um I'll get the information sent over and again, it's probably gonna be tomorrow, but I'll tell her to email you um the information and mail it just in case.
[CUSTOMER][NEUTRAL] OK, and while I have you on the phone.
[CUSTOMER][NEUTRAL] My husband and I, he's going through a, a mental change. I don't know if it's, you know, what's going on, but
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I wanna believe that, but anyway.
[CUSTOMER][NEUTRAL] He, we might get a divorce, but right now we're just separated, not legally, but anyway.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've got 8000 on him.
[CUSTOMER][NEUTRAL] So would that mean if I wanted to keep that on, keep him on there, am I allowed to?
[CUSTOMER][NEUTRAL] If we're separated but not legal.
[AGENT][NEUTRAL] If you're separated, no. I, well, it has to be legal. If you're just separated, it's fine. But once you get divorced, you're no longer eligible to keep him on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So then mine would drop down to 92.
[AGENT][NEUTRAL] It would drop your rate down. Yes, ma'am. Um, it wouldn't drop your benefit, it would just drop your rate. He just would no longer be eligible for his benefit. Your benefit would remain the same. Your benefit is your benefit.
[CUSTOMER][NEUTRAL] What is my benefit then?
[AGENT][NEUTRAL] Your benefit amount is 100.
[CUSTOMER][NEUTRAL] Is mine 100,000?
[AGENT][NEUTRAL] Uh-huh. Yours is 100,000.
[CUSTOMER][NEUTRAL] And his is 8000, so it's two separate things.
[AGENT][NEUTRAL] Right. You have him on here as a writer. So what we would do is if, if you guys separated and you wanted to take him off, um, well, if you guys legally separated and you wanted to take him off, you would um basically remove that rider from your policy, but it would not affect your base amount at all.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you. I just didn't know.
[AGENT][NEUTRAL] Yeah, and just a suggestion.
[CUSTOMER][NEUTRAL] I hope we can work things out, but you never know.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][POSITIVE] So I thought I'd ask that question. Thank you.
[AGENT][NEUTRAL] Oh, no problem, Ms. [PII]. I understand. And just to let you know, you do have him listed as your beneficiary. So if you wanna, if things don't go work out and you need to remove him, you need to let us know um to remove him as your beneficiary, and we will have to send you a form.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did request a a form just in case.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] I have so many notes this one. I can't even keep my head straight now. But I believe she's gonna mail me a beneficiary form.
[AGENT][NEUTRAL] She did. She did say she's sending you a beneficiary form. I didn't even catch that. She had put some real good notes on you.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] I'll tell them, I'll say, listen up, buddy. You need to get your stuff together. If you're leaving me, you better tell me today.
[AGENT][NEUTRAL] Right, so you know what to do and how to proceed.
[CUSTOMER][NEUTRAL] Because I'm, I'm gonna take you, I'm gonna take your life insurance if you don't.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] If you do.
[AGENT][NEUTRAL] Right, I understand and.
[CUSTOMER][NEGATIVE] It's not funny. I have cried a bucket of tears, girl. tell me God.
[AGENT][NEUTRAL] Well, at some point when things happen like that.
[CUSTOMER][NEGATIVE] I sure wouldn't expecting it.
[AGENT][NEUTRAL] I, I can only imagine. I don't think anybody ever does, but keep in mind that things happen for a reason and at the same time, there is a light at the end of the tunnel and it's going to be difficult, but it will get better. It will get better for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] You are so sweet.
[AGENT][POSITIVE] So just hang, you're welcome, Ms. [PII]. Just hang in there and hopefully, everything does work out for you guys, but if it doesn't, just, you know, you've got, you've got a good head on your shoulders and you're getting things in order just in case. So that, that's a good thing. You still have your independence. Yes, ma'am. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you, you're so sweet.
[CUSTOMER][POSITIVE] This is a good cry.
[AGENT][POSITIVE] Oh, Ms. [PII], you're welcome. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that was the best thing someone could have told me today.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I'm glad, Miss. You're welcome, Miss [PII]. No problem. You take care as well. Thank you. Have a good day and thanks for calling.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You take care.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK, bye.