AccountId: 011433970860
ContactId: 5a448884-e583-4970-9485-6b44e7f85394
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 619590 ms
Total Talk Time (AGENT): 219247 ms
Total Talk Time (CUSTOMER): 312847 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/5a448884-e583-4970-9485-6b44e7f85394_20250206T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims. Um, I have a question. I have a customer on the line. Um, I received a request to contact him in regards to he has a, um, a GTL policy, a whole life policy with us, um, and he had called in and inquired about his waiver of premium on that policy. He is disabled, but he doesn't have dis disability with us, um, however, he has this, uh.
[CUSTOMER][NEUTRAL] Uh, GTL policy and was inquiring about the waiver of premium when I contacted him to go over the information about the waiver premium, he's now indicating he wants to do a conversion.
[CUSTOMER][NEUTRAL] And um I understand that that would be something customer service would be able to assist him with, is that right?
[AGENT][NEUTRAL] Yes. If uh, if we're able to convert it, uh, what's the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is gonna be 19.
[CUSTOMER][NEUTRAL] 72
[CUSTOMER][NEUTRAL] 727.
[AGENT][NEUTRAL] OK, and you said [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now he did indicate that he ported the coverage so I'm not sure if that changes and I don't see any information um about the he that he ported coverage and I'm not sure where I need to look for that my apologies.
[AGENT][NEUTRAL] No, you're fine. Um, uh, this is UTBA.
[AGENT][NEUTRAL] Um, hold on just a second. Let me pull up Guru because I am not that familiar with UTBA.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah, I don't see where this policy is portable. He, he may be able to continue it through COR, but that would, he would have to contact UTBA for that. Hold on just one more second. Let me check one more thing because I'm showing we haven't received any notification from UTBA that he's no longer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Being payroll deducted?
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, so like there's nothing we can actually do until UTBA says, hey, he's no longer working full time, you know, so you need to take these policies off of our invoice.
[CUSTOMER][NEUTRAL] Well, see, that's what I looked up too because he said he had the portability and I said he ported the coverage but usually when you look in their documents saying, you know, we sent the letter of report to, you know, the port and then they send something back to us indicating that's what they wanna do and I did not see that on file but I wanted to be sure I was looking everywhere.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. I think what he's thinking about, he's thinking imported, I think he's probably talking about COR. He may have signed up for COBRA. And yeah, and so that's different than, I don't think he's, he understands that. I'm pulling up the policy right now. That's, takes a second.
[CUSTOMER][NEUTRAL] His health insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Where is the portability stuff?
[CUSTOMER][NEUTRAL] Now, like I said, now he's inquiring about doing a conversion, which that's also in the policy, but um there's a process so that he would need to do believe it's said the conversion application.
[AGENT][NEUTRAL] Section 9.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 4.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Conversion.
[AGENT][NEUTRAL] Oh yeah, I might have to look into this and cause man, this is a lot to read and I may have to get with [PII] who does UTBA and see what he needs to do. Um, you can go ahead and transfer him and I'll tell him that uh it's gonna take some research and finding out what all we need to do and that we will call him back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and that number that's listed is his contact number and I did verify all of his information so he's fully verified.
[AGENT][POSITIVE] OK, perfect. Thank you, [PII].
[CUSTOMER][POSITIVE] I appreciate your help thank you so much. I'm gonna bring him on the line thank you OK.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mr. [PII]? Hello? Yes, I'm here. Hi, OK, I have a member of our customer service team and she's going to uh give you a little bit more information. Are you there?
[CUSTOMER][POSITIVE] Yes, I'm here. OK, great. Alright, thank you, Mr. [PII] for again for your patience. I appreciate that.
[CUSTOMER][POSITIVE] No problem. Alright, just one moment she's gonna take it from here.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Hi, Mr. [PII]. My name is [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Uh, it's a good day today. I they're up and down, but this one's good. How about yours?
[AGENT][POSITIVE] Well, mine is going pretty well, thank you, and I'm glad your day is going well today. Um, so [PII] was telling me that you had some, uh, questions about porting or converting your policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I'm trying to, there's writers on here that are are not clear. I can read them, but I'm trying to figure out the process of enacting them. One of the writers is a conversion and it converts from a term life policy to a whole life policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that was what I'm, I'm looking into to try and figure out exactly what that process is if I if I can do it and um what it's going to cost in the the procedure basically.
[AGENT][NEUTRAL] OK, um, and are you still working for UTBA?
[CUSTOMER][NEUTRAL] Uh, no, I, I, I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I'm a professional truck driver.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I had a stroke in August, and that medically disqualified me from driving professionally. I could still work. I wasn't disabled, but I, I just couldn't drive professionally.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So at that point is when I uh obviously they terminated my contract because I can't drive so I left that um I left the company AGX that I was driving for and UTBC or BA they're the ones that handled the insurance through um through AGX so I left AGX and then I started paying UTBA directly out of pocket so that was.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Either August or September.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] End of December, I got diagnosed with pancreatic cancer.
[CUSTOMER][NEUTRAL] They didn't know how they were going to proceed with it, so it took a few more tests and everything, and they put me in chemotherapy. [PII] was my first date of chemotherapy and that's the date that I was just completely disabled.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I am trying to get, uh, the, this, the number one thing that I'm trying to accomplish is to get this converted over to a whole life term or a whole life policy.
[CUSTOMER][POSITIVE] So that I can actually get access to a line of credit against it, which will keep me from being a financial burden on everybody and allow me to pay some of these medical bills so that I can continue getting treatment.
[CUSTOMER][NEUTRAL] So that's the goal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so, um, Mr. [PII], I am gonna have to do some research, um, because like you said, these, these writers and stuff, they, they can be a little complicated sometimes, um, so I am gonna have to do some research on this and get back with you on what we need to do, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's perfectly fine.
[AGENT][NEUTRAL] Alright, and the best number to reach you at is [PII]?
[CUSTOMER][NEUTRAL] Yes, as a truck driver, it's basically the only way to reach me by phone. Email is fine too, but phone is preferred.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right, Mr. [PII], well, I'm gonna, like I said, I'm gonna research that and then we'll give you a call back. Was there anything else I could do for you?
[CUSTOMER][POSITIVE] No, that I need to resolve this first and then if I can't resolve this, then, um, I have other questions about other writers, but, uh, this is the number one thing I'm trying to get accomplished now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's
[AGENT][NEUTRAL] All right. Well, it sounds good, Mr. [PII]. Well, I will, like I said, I'm, I'm gonna research it and we'll give you a call back, um, and, uh, just.
[AGENT][NEUTRAL] Hold tight.
[AGENT][NEUTRAL] And um we'll call you back as soon as we've had time to look over it.
[CUSTOMER][NEUTRAL] All right. Um, just a time frame that I should be looking forward to, if not, if I didn't hear from you to call you back, uh, maybe tomorrow, are we expecting tomorrow or should I wait till Monday if.
[CUSTOMER][NEUTRAL] What kind of time frame would, would, would you want me to call you back just in case?
[AGENT][NEUTRAL] Um, if we don't call you back by the end of the day tomorrow, you can, yeah, call back on Monday, but I'm hoping to call you back as, as soon as possible so we get this handled.
[CUSTOMER][POSITIVE] Fantastic. Thank you so much. You have a great day.
[AGENT][POSITIVE] No problem Mr. [PII] you too and thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Bye-bye.