AccountId: 011433970860
ContactId: 681af1be-03f4-47fc-8bef-63a93375546e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 884090 ms
Total Talk Time (AGENT): 446276 ms
Total Talk Time (CUSTOMER): 332876 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/681af1be-03f4-47fc-8bef-63a93375546e_20250402T19:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling about two policies that I have.
[CUSTOMER][NEUTRAL] And I want to cancel them, and I want to know if there were funds will remain.
[CUSTOMER][NEUTRAL] Uh when I cancel.
[AGENT][NEUTRAL] OK, before we proceed, is it possible to get your name and a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII], and I have two policies. Now I have loans against these policies. Uh, that's why I was checking to see if any, if there's any loan amount left or whatever, uh, when I cancel.
[AGENT][POSITIVE] OK, and I can definitely check into that. I just want to make sure I get a callback number for you and then I'll proceed to assist you with the two policies and cancellation.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, is
[CUSTOMER][NEUTRAL] Excuse me, the area code is [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And do you happen to have the policy numbers?
[CUSTOMER][NEUTRAL] Yes, uh, 430,640.
[CUSTOMER][NEUTRAL] 682-744
[AGENT][NEUTRAL] 4
[AGENT][POSITIVE] OK, thank you for that. Bear with me.
[AGENT][NEUTRAL] What was the other policy number you had? I got the 682-744.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, so my daughter that's, uh,
[CUSTOMER][NEUTRAL] 430,640
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Trying to see if they might have combined those two together at one time. I'm not sure.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] And just to verify, can I get your date of birth, Ms. [PII], and your mailing address?
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] OK, [PII], uh, mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and can you also verify the email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, and that is what we have on file. So it looks like.
[AGENT][NEUTRAL] The 430,640 hasn't been active since [PII]. Um, that one's no longer active, but the 6440 is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, maybe I got
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And that one you can definitely cancel it, but we will have to send you surrender forms because it is a whole life policy, um.
[AGENT][NEUTRAL] You also had another question was it you said something about a loan maybe?
[CUSTOMER][NEUTRAL] You said which policy was not active ma'am?
[CUSTOMER][NEUTRAL] I'm making monthly payments on two policies.
[AGENT][NEUTRAL] See, bear with me.
[AGENT][NEUTRAL] 430,640
[CUSTOMER][NEUTRAL] That's on my [PII].
[AGENT][NEUTRAL] No, that was actually on you, I believe, but let me, let me see, hang on. I think it's you because it's pulling in your social.
[CUSTOMER][NEUTRAL] It's.
[AGENT][NEUTRAL] Yes, it was on you, but you're, let me see since we are drafting you, let me see if we've got anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see can I find that lady's letter.
[AGENT][NEUTRAL] If I can find another draft, hang on just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, here's a [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] You do have another policy, [PII]. It's just a different policy number.
[CUSTOMER][NEUTRAL] OK, I'm looking at, OK.
[AGENT][NEUTRAL] OK, so you
[AGENT][NEUTRAL] I do have the policy number and you're wanting to cancel both of these?
[CUSTOMER][NEUTRAL] Yes ma'am, and I wanted to know, uh, is there any cash value left on either one of those? I know I do know a loan on the $25,000 policy.
[AGENT][NEUTRAL] OK, bear with me.
[AGENT][POSITIVE] So we can definitely work up the cash value and it does look like you do have a loan on your policy.
[AGENT][NEUTRAL] Um, which of course will subtract from the cash value, we'll have to have the loan subtracted and then there's anything left and of course you do get that since you are canceling those. What we're gonna have to do though is mail you a form on both of these to surrender the policy so you should get that in the mail within 5 to 7 business days and I'm also going to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Get with our life representative to work up the cash value and she can contact you back by phone and also mail that.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] I have a question. There is no loan on my daughter's policy, is it?
[AGENT][NEUTRAL] [PII] does have a loan too.
[AGENT][NEUTRAL] Um, it looks like the policy loan.
[CUSTOMER][NEUTRAL] She does have a loan again?
[AGENT][NEUTRAL] Yes, ma'am. It looks like you're taking.
[CUSTOMER][NEUTRAL] Yes ma'am, and what is the amount that's owed on hers?
[AGENT][NEUTRAL] Uh, looks like it's 3 $3,898.02.
[CUSTOMER][NEUTRAL] OK, and that policy has been, has been on effect on her since she was [PII] old.
[AGENT][NEUTRAL] Right, but we still have to work up the cash value on these. That's something that takes time and it has to be worked up before we can verify if there's anything.
[CUSTOMER][NEUTRAL] OK, and uh
[CUSTOMER][NEUTRAL] I understand. And what is the loan amount on my policy?
[AGENT][NEUTRAL] Uh, let me go back to yours. Hang on just a second.
[AGENT][NEUTRAL] I would it take me back. Bear with me.
[AGENT][NEUTRAL] And hers is so high because it looks like when she took out the loan no payments were made and of course it does accumulate interest.
[CUSTOMER][POSITIVE] No, no, that's correct. No, no payments, right.
[AGENT][NEUTRAL] Yeah, um, yours is $9,117.23.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's like 12,000 and something.
[AGENT][NEUTRAL] But each policy, well, yeah, and each policy is done separately. So it's not like we're gonna be combining the two to get and taking that. Each one will be done separately and each one will be taken out from that individual policy only. So, I mean, they do accumulate over years, um.
[CUSTOMER][NEUTRAL] To them for both policies.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Just unfortunately we don't have that number to give you right now, but I can definitely get that information sent over and you will get a call back within 24 hours, Ms. [PII] on your cash value, but in the meantime we will order the surrender papers. Just keep an eye out for those. You should get them in the mail within 5 to 7 business days.
[CUSTOMER][NEUTRAL] Now, let me say this, uh, if there is no cash value on these policies, I don't want to continue to pay them.
[AGENT][NEUTRAL] You can still cancel them. You'll still be canceled. I mean, you're, that's what the surrender papers are for to cancel them. It's just even still though that you're canceling it if there is cash value that's refundable, we do send that back.
[CUSTOMER][NEUTRAL] OK, you don't know up front if the one that's on me is, is, uh, that, that cash value exceeds the value of the policy?
[AGENT][NEUTRAL] We have to work that up.
[AGENT][NEUTRAL] Miss [PII], uh, both of them have to be worked up separately.
[CUSTOMER][NEUTRAL] OK, now this is what I'm trying to do. Um, I had talked with someone at an insurance agency and uh they had said that I should have value on both those policies, even if I owe.
[CUSTOMER][NEGATIVE] Never paid the thing.
[CUSTOMER][NEUTRAL] And what and my daughter is gonna get get insurance for me uh with her company.
[CUSTOMER][NEGATIVE] But I don't want to, they also told me that if even if I didn't pay and I just, even if I didn't pay on the loan and I just kept let the policy go on and pay each month, I still would have value if I passed away.
[CUSTOMER][NEUTRAL] Now is that true?
[AGENT][NEUTRAL] You have a benefit amount that's paid out when you pass away. That benefit amount, it doesn't have anything to do with your cash value. It's separate. Your cash value is yours if you cancel it, um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] If you cancel it, you get the cash value back. But if you pass away, you don't get that cash value, you're getting paid the benefit. You don't get both of them. Does that make sense?
[CUSTOMER][NEUTRAL] Yes, yes, uh, that, OK, that's what I'm saying. I was told, like I said, I had spoken with someone at at the insurance company, someone in your group.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] Not there per se, but that we were trying to determine what would be my best option if I continue to pay this company and I passed, would I have enough to be buried with that's.
[CUSTOMER][NEUTRAL] That's why I was looking at getting all the insurance because I needed to know.
[AGENT][NEUTRAL] What your benefit, what your
[CUSTOMER][NEUTRAL] You know what, what, what my best.
[AGENT][NEUTRAL] Benefit amount is I can give you your benefit amount, um, but you again, your cash value and your benefit amount is separate. So if you're wanting to cancel the policies and you surrender, you're gonna get whatever cash value is left if there is cash value since you do have an outstanding loan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that part I understood, but by me having a loan on this and I, and like I say, OK, I continue to pay.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And uh but then with my loan overtake the amount of the policy that's what I'm saying then I would still have nothing.
[AGENT][NEUTRAL] So you're
[CUSTOMER][NEUTRAL] To be buried with.
[AGENT][NEUTRAL] I, OK, so I'm not sure, but I can definitely get somebody to check into that if the loans taken from the benefit amount, I guess that's what you're asking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, what I, but then again, you know, I had one policy that I had gotten a loan against, and the loan value was over the amount of the value of the policy is what she said so they canceled it, which I understand, but that's what I need to know here because I need to know like if I don't pay this loan.
[CUSTOMER][NEUTRAL] How long do I have before I don't have anything to cover me?
[AGENT][NEUTRAL] That's a very good question. I have to check. Yes, yes, I get what you're saying. Um, I can definitely check into that. I do apologize. It's not something I'm knowledgeable of, um.
[CUSTOMER][NEUTRAL] Am I making sense, ma'am?
[AGENT][NEUTRAL] There should be a I'm thinking there should have been something on the policy that shows you interest, but I'll check into that for you and if I don't call you back, the representative that's gonna provide the cash value will call you back on the, uh, definitely on the cash value or like I said, mail you, but we will call back and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Verify whether or not if you would have benefit and how long it would take for that benefit. Now your benefit right now is 25,000.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] I mean, yeah, that's what I was saying. I didn't know if that that loan amount would continue to accrue interest if it would if I lived a few more years, would I not have any benefit left?
[AGENT][NEUTRAL] Yeah, and that's
[CUSTOMER][NEUTRAL] Because you're gonna take the loan amount out.
[AGENT][NEUTRAL] Right, and that's what I'm gonna ask because the loan amount does incur interest every year, so it seems like to me we we'll probably have to work out how much interest that would be to get to that amount if that's if we do subtract the loan amount. Um, I just, I'm not sure if we do subtract the loan.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I don't wanna pay, pay the payments if it's gonna be, you know, if I still won't have any benefits, and that's what I'm trying to make a decision as to which direction I need to go.
[AGENT][NEUTRAL] Right. I understand.
[CUSTOMER][NEGATIVE] Now my daughter, like I said, she is uh trying to get me insurance through her, her company, and which I can but I don't want to be paying two different people.
[AGENT][NEUTRAL] I understand. Yes, ma'am.
[CUSTOMER][NEUTRAL] And especially if I'm not gonna have anything left, OK.
[AGENT][NEUTRAL] All right, so I'm gonna get with someone and ask about that and see if we would take the loan from the benefit and how long it would take to get that amount, like until you got to that amount as well cause you don't want to continue and um you wanna make sure there is enough benefit if something was to happen to you.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] If there'll be benefit left to bury me, yeah, right.
[AGENT][POSITIVE] Right, yes, ma'am. Alright, so I have your call back at [PII]. I'm gonna definitely get with someone and check on that for you. We're gonna have to call you back. I apologize, Mr. [PII], um, but in the meantime, we are gonna work on the cash value and get you those surrender forms just in case. And if you just decide after we speak that you don't want the surrender forms or you know you do wanna keep it, we just want that one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that'll be great. OK, well I appreciate your help ma'am.
[AGENT][NEUTRAL] With
[AGENT][NEUTRAL] All right, Ms. [PII]
[AGENT][POSITIVE] No problem at all. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, ma'am. I just need an answer so I don't know which direction to go.
[AGENT][POSITIVE] Yes ma'am, you'll definitely be getting in contact from us and thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] OK thank you goodbye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] We found the insurance that uh you.