AccountId: 011433970860
ContactId: 66938a93-cb81-4b17-baec-956460aace3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 797260 ms
Total Talk Time (AGENT): 256918 ms
Total Talk Time (CUSTOMER): 148484 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/66938a93-cb81-4b17-baec-956460aace3a_20250625T21:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], it's [PII]. I've got a broker on the phone. His name is [PII]. He's calling about policy number 1921104 um for Miss [PII].
[CUSTOMER][NEUTRAL] And he's calling to inquire about the waiver of premium for this policy he has questions about it.
[AGENT][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he's been verified.
[AGENT][NEUTRAL] Alright you can send him on over.
[CUSTOMER][POSITIVE] OK, thank you, Ms. [PII]. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hey, [PII], this is [PII]. I'm a broker here in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, how are you today?
[AGENT][POSITIVE] I'm doing well thanks for asking how are you?
[CUSTOMER][NEUTRAL] I'm good. I've got a uh the GTL 19 policy holder that was employed on a group here locally here in [PII], um, and, and then left employment due to health issues and, uh, she's currently.
[CUSTOMER][NEUTRAL] In cancer treatment disabled and this particular policy was issued, you know, for all the employees that enrolled and had the disability waiver premium and wanted to know the next step in getting the forms to her to fill out.
[CUSTOMER][NEUTRAL] You know for that waiver on on that life policy and I've got her number and her information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one, so you're just needing to know if there are forms that she would fill out for the waiver of the premium, is that correct?
[CUSTOMER][NEUTRAL] Uh, right, in other words, that particular policy had disability waiver premium built in, and she's been on in cancer treatment now for, uh, a year or longer and unable to work due to that illness, um, can't and.
[CUSTOMER][NEUTRAL] Yeah, what, what if, what disability form would I need to complete, uh, or have her complete, uh, for that waiver benefit under her policy?
[AGENT][NEUTRAL] OK, let me, let me check to see if there's a form for the waiver of premium. Give me one second, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'll put you on hold.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hey memory how are you?
[AGENT][POSITIVE] I'm doing well. This is [PII] over in the claims department. I have a question.
[AGENT][NEUTRAL] Alrighty, on the life policy, you know how they have the waiver premium rider, uh, you know, if they become disabled.
[AGENT][NEUTRAL] Do they have to fill a form out for that for the Wayfair premium?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's 1921104.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I've never heard of it either.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Um, it's gonna be alright.
[AGENT][NEUTRAL] The
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] finally the 3 balls.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so, uh, so we know they waive all the premiums as long as, you know, I guess she's disabled or whatever. So how would she apply for the waiver premium?
[AGENT][NEUTRAL] Or is that is that something that you all do or billing?
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] There's nobody over there?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It's either way
[AGENT][NEUTRAL] For me
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How does.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] SMC or GP.
[AGENT][NEUTRAL] She
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] And so the total disability, permanent total loss. So it has to be the site of both eyes, the use of both hands, the use of both feet, or the use of one hand and 1 ft.
[AGENT][NEUTRAL] To follow, or a disability that again has continued. That's what he says she's been off for at least 6 consecutive months.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] my time
[AGENT][NEUTRAL] Spider
[AGENT][NEUTRAL] tell you how
[AGENT][NEUTRAL] It does not. It does not. So he, he was thinking there was a form that they would need to fill out.
[AGENT][NEUTRAL] For the waiver premium.
[AGENT][NEUTRAL] So is.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's me. Look, that's me.
[AGENT][NEUTRAL] Alright, let me look and see if we have a form like a waiver premium form and that stuff cause I, I've never heard of this waiver premium.
[AGENT][NEUTRAL] I'm like.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and uh.
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] I am, uh, I'm right here in [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Oh wow. He is. I love him.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] The
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Oh, that's so sweet.
[AGENT][POSITIVE] Oh, OK. She's about the age of my little nieces. They live down on the coast and I, I just love every time I get to go down there and hang out with them, they're so sweet.
[AGENT][NEUTRAL] Oh, she's a pistol now. She is.
[AGENT][NEUTRAL] Yeah, OK, let, let, let me get back over here to him and tell him that I'm gonna see if I can find that for him and see if we can email it to him or whatever.
[AGENT][NEUTRAL] Uh, along with the instructions, yeah, because he had called in trying to get the information from us.
[AGENT][POSITIVE] O[PII], thank you so much. OK bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding. I do apologize for the hold.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, alright, is there any way that I can get your email and then I can see if I can find this form and then we'll get it emailed over to you?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, um it's, it's again it's, it's [PII] my last name is, [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], so it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII].
[CUSTOMER][POSITIVE] That's it. That's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just a few and uh we'll try to get these forms emailed over to you and is there a good call back number for you also?
[CUSTOMER][POSITIVE] Uh, that'd be great.
[CUSTOMER][NEUTRAL] Uh, sure, if, if needed, uh, it's [PII] I'm sorry, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, give me a few and I'm trying to get this information to you as soon as I can.
[CUSTOMER][POSITIVE] Alright, that'd be great thanks very much for your help.
[AGENT][POSITIVE] All right no problem have a great rest of your day.
[CUSTOMER][POSITIVE] Have a good day uh bye.
[AGENT][NEUTRAL] You too bye bye.