AccountId: 011433970860
ContactId: 63e2a5b2-2f52-4113-8dfa-c03bfc44a68c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1071630 ms
Total Talk Time (AGENT): 397551 ms
Total Talk Time (CUSTOMER): 329761 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/63e2a5b2-2f52-4113-8dfa-c03bfc44a68c_20250530T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APA. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I was speaking with somebody earlier today and we got disconnected. I'm trying to find out some information on my benefits, what's going on with that for life insurance.
[AGENT][NEUTRAL] OK, I can help you with that. Can you give me your policy number, please?
[CUSTOMER][NEUTRAL] 02598874
[AGENT][NEUTRAL] Thank you. Give me just a moment. Let me pull your information up and we'll do a quick lose my voice. We'll do a quick verification and go from there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I have your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you, Ms. [PII]. Uh, can we start by verifying your date of birth and then your address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And the last bit of information, may we verify your phone number and then your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Excellent. So everything looks good and what we have in our system and let's see what you have with us.
[AGENT][NEUTRAL] OK, and you're calling on your, your, your term life policy. Is that correct?
[CUSTOMER][NEUTRAL] Right now, I left the employee.
[CUSTOMER][NEUTRAL] And they told me I could pick it up. I could carry it with me, so I sent them the information that they needed.
[CUSTOMER][NEUTRAL] And then they send me my check back.
[CUSTOMER][NEGATIVE] And then I spoke to somebody else and had to email everything to them on the whole, the information. I did that with the copy of the check, but I've not heard back from them. This was um.
[CUSTOMER][NEUTRAL] On the [PII].
[CUSTOMER][NEUTRAL] I spoke with a Miss [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And um find out what was going on and she never did call me back.
[AGENT][NEUTRAL] All right, let me take a look at our notes here. See who you talked with. OK.
[AGENT][NEUTRAL] Today, um, well.
[CUSTOMER][NEUTRAL] Uh, somebody today, but we got disconnected.
[CUSTOMER][NEUTRAL] And I just got a minute to call him back.
[CUSTOMER][NEUTRAL] The call back
[AGENT][NEUTRAL] OK. I do see you were talking with some memory. Let me, I think she may be at lunch. Uh, I was, it does say she's researching.
[AGENT][NEUTRAL] Some information for you and that she was gonna call you back.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she recall received a call from you about reporting your policy and that um
[AGENT][NEUTRAL] I think she was looking for, for she was looking to see if your documents have been received, it looks like.
[AGENT][NEUTRAL] And she's gonna do some.
[CUSTOMER][NEUTRAL] I sent them to customer what let me see what it was customer let's see 13.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Care team at [PII] is what they gave me before I sent it.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes ma'am, that's where you would need to send your information to and did you receive a confirmation?
[CUSTOMER][NEGATIVE] No, nothing.
[AGENT][NEGATIVE] You did not receive anything back from them.
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. So, so.
[CUSTOMER][NEUTRAL] It uh it says receipt [PII] at [PII]. I'm lying, yeah, I've seen it at the bottom here.
[AGENT][NEUTRAL] OK, so you did receive something back from them just [PII]?
[CUSTOMER][NEUTRAL] Well, wait a minute.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] You receive
[AGENT][NEUTRAL] OK. You received a confirmation email back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Did you say [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Go
[AGENT][NEUTRAL] Service.
[AGENT][NEUTRAL] phone call.
[AGENT][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] made it back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I forgot to leave me. I mean.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It must not take long to cook then, huh.
[AGENT][NEUTRAL] car with.
[CUSTOMER][NEUTRAL] That's weird. I've never seen one like that.
[CUSTOMER][NEUTRAL] Oh that's OK.
[AGENT][NEUTRAL] OK, perfect phone call [PII] transfer from email bank draft formats one mailed her check. So your check got mailed back to you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It did. Go ahead, I'm listening.
[AGENT][NEUTRAL] OK, uh, can I find a copy of bank draft. OK, I'm not seeing where anything was. I'm not seeing a copy of the bank re sounds like.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Did you send the bank draft form and also.
[CUSTOMER][POSITIVE] I did with all of my information, the account number let me see it's right here.
[AGENT][NEUTRAL] OK. Miss, Ms. [PII], can, can you look in your sent box for that same information that you sent?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I sent a copy of my check. I send up the election group term life form, um, with all my social, birthday, all that stuff on it.
[AGENT][NEUTRAL] OK, and you see a bank draft form on there?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I do not. This is what I had.
[CUSTOMER][NEUTRAL] This is what was sent back in the mail to me.
[CUSTOMER][NEGATIVE] And I filled it out and I sent it back and then they sent all this back and then I had to email her all this stuff with the copy of my check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And everything else.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not I'm not sure why your information was returned to you. Um, your check was returned to.
[AGENT][NEUTRAL] Um, this is because a bank draft form was not received.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Well, they didn't send it to me in the mail, so whatever they sent me in the mail is what I filled out and then I sent back and then they sent it back and would just
[CUSTOMER][NEUTRAL] Just saying um.
[CUSTOMER][NEUTRAL] Again, we received a request above the policy. Your coverage may continue direct deposit and I sent them a copy of the girl I spoke with first, what was her name?
[CUSTOMER][NEUTRAL] I, I don't, I don't, I didn't write that one down, I guess, and she told me she gave me the email address because it was gonna be the cut off time that I needed to get it back. She said just do it to customer care team and that way we'll have it on track.
[AGENT][NEUTRAL] OK, so you used to
[CUSTOMER][NEUTRAL] So I sent her a copy of my check and all that stuff.
[AGENT][NEUTRAL] OK, so you send it to the care. It's just [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] I am going to.
[AGENT][NEUTRAL] Just like what I'm going to do is send you, I don't know if this is what's going on or not if it's that you're missing the bank draft form or what.
[AGENT][NEUTRAL] Um, uh, because there's nothing in your files that's showing me.
[AGENT][NEUTRAL] You know, that this, any of this information was received that you, that you emailed to us, um.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] 8PL
[AGENT][NEUTRAL] Bank
[CUSTOMER][NEUTRAL] Let's see um 57.
[CUSTOMER][NEUTRAL] Attachment.
[CUSTOMER][NEUTRAL] [PII] is who I spoke with on 55.
[CUSTOMER][NEUTRAL] I sent the group life insurance.
[CUSTOMER][NEUTRAL] Copy of my check.
[CUSTOMER][NEUTRAL] New account information?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what I'm about to do is go ahead and send you the bank draft form to complete and the mistakes if you would just put that original email just hit forward.
[AGENT][NEUTRAL] And um.
[AGENT][NEUTRAL] Attach you know, complete this bank draft form and attach it to that email with all the original email information.
[AGENT][NEUTRAL] So we can get you taken care of because I'm not sure why I'm not finding this why it's not in your, you know, your folder for us to view.
[AGENT][NEUTRAL] So let's try to get that, let's try to get that in your folder, get that information sent back to us and um.
[CUSTOMER][NEUTRAL] Yeah, I don't either.
[AGENT][NEUTRAL] All I see is a blank. Let me open it again, see what it was I saw.
[AGENT][NEUTRAL] OK, all I see is the blank portability form and you completed that. Is that correct?
[CUSTOMER][NEGATIVE] Yes, well, well, I say whatever y'all sent me is what I filled out and sent back.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I am going to resend.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] I'm going to resend this portability form to you as well just in case you don't recognize it in the information and I believe that it should be there.
[CUSTOMER][NEUTRAL] Is it portability election form group time?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. Porter, OK.
[CUSTOMER][NEUTRAL] That's what it is. I, I filled all that out on the [PII].
[AGENT][POSITIVE] OK, wonderful. Good, good, good, good, good. All right. So we're gonna, we will add that. All right, now, let's see what we've got here.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] The attached bank draft one returned to.
[AGENT][NEUTRAL] Alright, so [PII], I'm about to send you this form now. This is just strictly the bank draft form.
[AGENT][NEUTRAL] I just kept my email short and simple.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] I want to make sure that comes through to you. It's gonna come from the care team.
[AGENT][NEUTRAL] Are you where you can see if your emails are coming through or not?
[CUSTOMER][NEUTRAL] I'm looking at it and it's gonna come on my phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It may take a second since there's an attachment, you know, our, our security team likes to make sure we're not sending out any information that has.
[AGENT][NEUTRAL] You know, any kind of personal history or health or information on it.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I'm thinking with it just being in a blank form, it may come on through hopefully.
[CUSTOMER][NEUTRAL] Hm, don't know if I'm gonna be able to print it off.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] With my job, um, let me see.
[CUSTOMER][NEUTRAL] See if it's gonna let me.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me see if I can do it this way.
[CUSTOMER][NEUTRAL] I do, but I don't know what I want. I want a good salad. I don't know what I want.
[CUSTOMER][NEUTRAL] Oh, no. Mm mm, not pig.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Why is it not let me send it?
[CUSTOMER][NEUTRAL] I'm gonna have to try to figure out some how to get it from my phone to this computer here.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] It's not letting me uh oh like let's see, let's do that let's do that let me see.
[AGENT][NEUTRAL] Would you like me to email it to your, to your phone, I mean, your work email or you can forward it to your work email and it should let you print it that way.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to uh.
[CUSTOMER][NEUTRAL] I just did it to see if it would come through.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Just do it, it's not coming through. So do um.
[AGENT][NEUTRAL] One moment please while I pull that information back up.
[CUSTOMER][NEUTRAL] Village.
[AGENT][NEUTRAL] OK, let's a second.
[AGENT][NEUTRAL] All right, that's [PII]
[CUSTOMER][NEUTRAL] Oh wait, wait a minute, wait a minute.
[CUSTOMER][POSITIVE] I got it. I got it.
[AGENT][POSITIVE] Oh, you got it. Oh, wonderful.
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, good deal.
[CUSTOMER][NEUTRAL] Alright, I'll um.
[CUSTOMER][NEUTRAL] Print it out
[CUSTOMER][NEUTRAL] Alright, once I fill it out, I'll just send it back to the care team.
[AGENT][NEUTRAL] Yes, ma'am. Just resend it back to the care team.
[AGENT][NEUTRAL] And I'm going to make a note in the system that I emailed you the bank draft form and that I did ask you to resend the original email.
[AGENT][NEUTRAL] With all your original information along with the bank draft form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'm doing it right now. Let me get it and I'll print it out and fill it out and send it back.
[AGENT][POSITIVE] OK. All right. Thank you. Is there anything else at the moment, Miss, Ms. [PII] that we can assist you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and I hope we get you taken care of today or tomorrow or Monday, I should say, today or Monday. All right. Well, you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] OK, you too, bye.
[AGENT][NEUTRAL] Bye-bye.