AccountId: 011433970860
ContactId: 535821e0-3e00-4512-8df5-906309e99066
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 639210 ms
Total Talk Time (AGENT): 338358 ms
Total Talk Time (CUSTOMER): 275338 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/535821e0-3e00-4512-8df5-906309e99066_20250210T17:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I have a couple of policies with you and um my husband is on those, and he is deceased, he passed away in August and I noticed that it's almost time for it to come to you again because I do semi annual and so I was just checking to see what do I need to do and does that change the rate, etc.
[AGENT][NEUTRAL] OK, let's see. Um, may I have a policy number?
[CUSTOMER][NEUTRAL] 00767256
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That's a CPA 2200.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. And may I have a callback number just in case we get disconnected and I need to call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And I just need to verify the mailing address and email address to make sure that we have it correctly in the system.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I'm not sure if you even have an email, but it's [PII].
[AGENT][POSITIVE] Yes, that's what we have. Thank you.
[AGENT][NEUTRAL] All right, so let's see.
[AGENT][NEUTRAL] OK, so for March. All right, let me go ahead and get the customer service department on the line, um, and check and see, um, if it's.
[CUSTOMER][NEUTRAL] There is another policy as well. You want me to give you that number too?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, no, we have it, um, let's see, 72.
[CUSTOMER][NEUTRAL] 00532175
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] It's an ICC 3.
[AGENT][NEUTRAL] Yes, mhm, yes, I see both of them. So it's OK, um, they will see both of them as well. So let me go ahead and get customer service to see if the rate will change any, OK? I know that um to go ahead and have them removed, we're gonna need a copy of the death certificate if you have it. We're gonna need either a copy fax, mail or um email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's how we remove, um, but to change the the premium, let me check and see if that will change any of the premium. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hello, doing good. How are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a member on the line that she has two policies and um she's about, you know, she pays semi-annual, and she's about to send another payment, but she said that her husband passed away in August.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I already asked, um asked her to send a copy of the certificate to, to have him removed, but she wants to know if the premium is going to change any before she makes the payment. I don't know if you can give her that information or if we need to wait for the death certificate to get here, um, but that is basically what she's calling for.
[CUSTOMER][NEUTRAL] All right. I got it. Um, so her policy premium will change, but we do have to receive that death certificate first. So even if she pays it, um, it depends on the policy type. Um, is it one of those cancer ones?
[AGENT][NEUTRAL] In order to determine how much.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, CPA.
[CUSTOMER][NEUTRAL] OK, yes, it will take us a little bit of a minute about to um to figure out how much it will change.
[AGENT][NEUTRAL] Oh, OK. So in order to determine how much it will change, we're gonna need the copy of the death certificate and then we can let her know how much it is. OK, I can tell her that, no problem. OK, well, thank you. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You can
[CUSTOMER][POSITIVE] You're welcome. Have a nice day too.
[AGENT][POSITIVE] OK. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, M. A. OK, so I spoke to customer service and they were letting me know that it, it will change, but in order to determine how much it's gonna change, we're gonna need that, um, the certificate because it has to be put in the system and the system will calculate and give us an amount.
[CUSTOMER][NEUTRAL] OK. Can you tell me an email address that I can send you a copy of it if I can figure out how to do that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Sure can
[CUSTOMER][NEUTRAL] I have it here. I have it on my iPad, so if I can just get it attached to an email.
[AGENT][POSITIVE] Oh, OK. Yes, that would be great. Um, yes, um, the email address is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Wait a minute, [PII]?
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][POSITIVE] Yes. Correct, yes. Mhm. [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] AM
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII] um
[AGENT][POSITIVE] Yes, that is correct. Mhm.
[CUSTOMER][NEUTRAL] So that's the email address I'm gonna put in. Is there um anything else? I just put death certificate and do I need to put reference to these two policy numbers?
[AGENT][POSITIVE] Correct, yes, that would be perfect. Mhm.
[CUSTOMER][NEUTRAL] OK. Is this gonna come to you or someone else, or?
[AGENT][NEUTRAL] No, it goes to the email team. Um, there is an email team that takes care of that. So once they receive um the email, they will go ahead and respond back to you indicating they received it. And once um they receive it, they will go ahead and send it to the correct department to have an image. Um, so usually it takes, um, once you receive the confirmation.
[AGENT][NEUTRAL] That we did receive the email. It takes about 24 to 48 hours for us to go ahead and get everything in the system before we can determine how much it is. You can go ahead and um select to have your phone number like um put your phone number in and like if they can call you back so you know how much it's gonna be a premium, you can go ahead and do that on the email. You can send the request or you can just have questions in that email, OK?
[CUSTOMER][POSITIVE] OK. OK. I appreciate your help with this very much and you have a wonderful day.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You, you as well. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Mm. Bye-bye.
[CUSTOMER][NEUTRAL] Uh, no, I think that's it. Do you know, do y'all have a local representative anymore? Uh, when I took this out years and years and years ago, I was employed.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you know, they had the insurance thing once a year and where you could go and meet with the representatives and look at your policy and make changes. Do y'all have anyone here locally in the [PII] in [PII]? Like if I have any one on one questions, you know, I'm now [PII], you know, and have Medicare, so I need to talk about, you know, is this something that, that's gonna be beneficial.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] An agent
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Because I do have Medicare and I have Blue Cross Blue Shield, so.
[AGENT][NEUTRAL] OK. Yeah, this one is totally separate from any other insurance that you have, but um um I can check and see if there's an agent in your area, um.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] Just so that if I have a question, I have somebody I could call and say, look, I have a question, can you answer this, you know.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Or it might just be easier to call the [PII] number. I don't know.
[AGENT][NEUTRAL] Yeah, yeah, it really depends uh about like what is your question. Basically, if your question is more like premium like uh cancellation of the policy benefit information, those type of questions we can um probably help you in this [PII] number. Now if it's more related to you want to get a different product, um, you want to just stop this product and get a different product, um, then.
[AGENT][NEUTRAL] More than likely you need an agent, but the agents, uh, only sell right now to groups. They, they don't have any individual offerings, um, so basically most of the questions can be answered in this [PII] number. Do you have any questions that we can answer today or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, not at this time. I just wanna, you know, I'm gonna just try to do what I see about getting him removed from it, see if that'll lower my, my payments, any, and then um we'll just kind of tick on along here, maybe a year and then I'll investigate a little bit over the year and see if I need to make any changes or keep it just as is, so.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] I'm on right now, just assume I'm gonna keep it as is. I've kept it since I was [PII], so I might as well keep it a little longer.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right. OK, well, if you have, like, again, I guess, you're welcome, Ms. [PII] and if you have it, my name is [PII] is [PII].
[CUSTOMER][POSITIVE] OK. Thanks for your help, OK?
[CUSTOMER][NEUTRAL] And what was your name?
[CUSTOMER][POSITIVE] [PII]. OK, so, well, it was nice visiting with you and I appreciate all your help.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome, Ms. [PII] and thank you for calling APO. Have a good day. Mhm.
[CUSTOMER][NEUTRAL] OK. And I'm gonna try to email this now. Bye-bye.
[AGENT][NEUTRAL] Yes, and if you have any questions, just go ahead and add those questions to the email and somebody will respond for you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. You're welcome. Have a good day. Bye-bye.