AccountId: 011433970860
ContactId: 70f535ad-73f6-4ccc-a132-d89aa0930221
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1218060 ms
Total Talk Time (AGENT): 426769 ms
Total Talk Time (CUSTOMER): 404247 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/70f535ad-73f6-4ccc-a132-d89aa0930221_20250516T15:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I was calling about our policy from APL.
[CUSTOMER][NEUTRAL] Receive a letter for a coworker that has passed away asking to transfer his policy to I guess his own personal payment plan. How's he gonna do that if he's dead?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your name and the policy number you're inquiring about?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] 00769
[CUSTOMER][NEUTRAL] 644.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] How's his business partner.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And you said y'all received a letter again stating what? I'm sorry.
[CUSTOMER][NEUTRAL] Policy owner's request to port coverage.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] In other words, they're removing them from the policy for the company to pay, but they're asking for [PII] to pay for it individually. I'm asking, how does he do that if he's passed away?
[AGENT][NEUTRAL] Well, I don't show we received any death certificate about him passing. It looks like we just received information to take him off the plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At the time that we called to take him off the plan we told him that he passed away so I I don't know if y'all need something different or what.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] There was a separate employee that is separating from the company. His name was [PII].
[CUSTOMER][NEGATIVE] That's the one that should have gotten a letter.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] So it may have gotten mixed up.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the other uh person's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But he's still alive. He can pay for it himself if he wants to.
[AGENT][NEUTRAL] Uh, more than likely they sent a letter to him as well. Um, give me one moment. I might have to transfer you but I'm just see what the next steps would be, OK?
[AGENT][POSITIVE] Cause I wouldn't think we need anything else since he's passed, but hold on one moment, OK? Thank you so much.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, you're welcome.
[AGENT][NEUTRAL] And I apologize. Uh, do you have a callback number in case the call drops, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm glad you asked because my self service is not always the greatest.
[AGENT][NEUTRAL] Oh no, I understand that. OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], [PII]. How are you doing? How are you in the cold jam?
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][POSITIVE] I'm good girl how are you doing?
[AGENT][POSITIVE] Happy it's a Friday.
[CUSTOMER][NEUTRAL] Son, I got [PII] on the phone.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Are you at home or are you at work?
[CUSTOMER][NEUTRAL] I, I, um, I mean, I, CJ came over here to fix, take my car and have my windshield repaired.
[AGENT][NEUTRAL] Oh, that CJ I said hey.
[CUSTOMER][NEUTRAL] Oh, I cut my grass. She said, hey, he said, hey, the old skinky.
[CUSTOMER][POSITIVE] Oh my goodness, help us Lord. Oh my goodness. Oh my goodness. Oh yeah, OK. So, what's up, [PII]? What you got for me?
[AGENT][POSITIVE] It's funny.
[AGENT][NEUTRAL] Um, I have, um, he said he's a business partner, but I should have, hold on, I should have double looked.
[AGENT][NEUTRAL] Oh Lord. Well, anyway, um, an insured was taken off the policy and then a letter was sent, a portability letter, but he said he passed away. And I was telling him that if we just received something just saying taking the person off, and the portability letter will be sent, we don't know that he has passed on without receiving a death certificate. So, do they just need to disregard that letter or do they need to send us a death certificate, I would assume.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Let me, OK, show me the policy. I mean, give me the policy number, honey. I, my, uh my brain did not comprehend that, um.
[AGENT][NEUTRAL] Uh-huh, uh.
[CUSTOMER][NEUTRAL] OK, OK, what.
[AGENT][NEUTRAL] Uh, policy number is 769644.
[CUSTOMER][NEUTRAL] 769644
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] Yeah, and he had already.
[CUSTOMER][NEUTRAL] OK, now what was your question again?
[AGENT][NEUTRAL] Well, they, they, he was taken out, he was, his policy was term, but they had sent a portability letter, but he is, he passed away. So the guys wanted to know what they would need to do.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um, I didn't know.
[CUSTOMER][NEUTRAL] Oh, they want to continue.
[AGENT][NEGATIVE] No, because he's passed. He's dead.
[CUSTOMER][NEUTRAL] But there's, yeah, there's nothing for them to do. It's
[AGENT][NEUTRAL] That's what I was saying. I was thinking like I didn't know if they need to send, send a death, a copy of the death certificate or it's just his term, they can just chunk the letter.
[CUSTOMER][NEUTRAL] 30 terms.
[AGENT][NEUTRAL] I assume.
[CUSTOMER][NEUTRAL] Uh, uh, well, in here, [PII] termed in part of the bookkeeper's request and she, so, so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Yeah, I, yes, he's, it's done. Ther[PII] nothing to be done.
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] Yeah, that's what I was thinking too.
[CUSTOMER][NEUTRAL] I mean he's not like a you know he's not like a um he's on like a payroll he's on a payroll deduction so you know so that's good he's not he's not mode of payment 2 or 3 or whatever so yeah he's good just like he's uh he is he's good just like he is because the group turned he's on group payment so he's turned by the group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so we don't need any further information. OK.
[CUSTOMER][NEUTRAL] If he was a date draft we need nothing right? Oh, it took me a minute to wrap my brain or what they were saying, but he's on you know payroll deduction, so he's good. Yeah, we couldn't even term him with the death certificate because he's on payroll, you know, he's on payroll deduction. So right, has been done by group it's like it is, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome. Thank you, madam. Well, you have a great weekend.
[CUSTOMER][POSITIVE] Thank you, dear. Have a good day. You too, honey. You too. Bye, dear.
[AGENT][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Uh, Mr. [PII], thank you so much for holding. Um, I spoke to a representative for our customer service department, and she said, well, nothing um else needs to be done if Mr. um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If the insured has already passed, but as far as the other um person you told me about that term, they did send him a portability letter as well.
[CUSTOMER][NEUTRAL] OK, alright, yeah, I just, I just didn't know if y'all might need a copy of the death certificate or anything, but I didn't think so.
[AGENT][NEUTRAL] No, sir, uh, she explained since he's on pay was on payroll deduction, there was nothing else we needed, uh, since he showed that term.
[CUSTOMER][NEUTRAL] OK, alright, and do we still have the same agent for our plan? I.
[AGENT][NEUTRAL] Uh, see.
[AGENT][NEUTRAL] And I'm so sorry, I forgot to verify the group name and mailing address.
[CUSTOMER][NEUTRAL] R&M Services LLC [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And
[AGENT][NEUTRAL] Showing agent [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I just hadn't heard from [PII] on. I knew he had some health scares a while back.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] But that that's who I show as the agent.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll try to get a hold of him again. I, I left him a message, uh, earlier on because he's known [PII] for quite a long time and I didn't know if he knew he passed.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, OK. What's that? I'm sorry for the passing.
[CUSTOMER][POSITIVE] Yeah, I appreciate it. Yeah, then it's actually new [PII] for I, I that's for the better half of 20+ years.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, uh, we, uh, whenever me and [PII] opened up this company, uh, we were leaving a company that we had the same type of insurance with, and, uh, [PII] contacted us about a year after we started.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] So we've been with you since uh since almost whenever we opened.
[AGENT][POSITIVE] Oh wow, that's awesome. Thank you.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I was gonna check with him and see if there's any other uh benefits that I might wanna look at adding or changing up uh I know it's.
[CUSTOMER][NEUTRAL] Lots changed since I first got the policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] They all still offer.
[CUSTOMER][NEUTRAL] Some of the other optional benefits.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Oh, different, uh, accident policies?
[CUSTOMER][NEUTRAL] Uh, not so much the accident policies, but it also has, uh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Just trying to find the page for it. I was looking at the at the original paperwork here.
[CUSTOMER][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Looks like we were on level 2 then.
[CUSTOMER][NEUTRAL] Originally?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, yes, sir. It looks like it.
[AGENT][NEUTRAL] Unit 2.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the difference on the level 3 and level 4 units?
[AGENT][NEUTRAL] Uh, just a different benefit amount, um.
[AGENT][NEUTRAL] I think that the 2.
[AGENT][NEUTRAL] I believe it pays up to 1000, I believe, and the 3 and 4 pays a little bit more as far as the benefit for accident.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] Well, I can um transfer you to our sales department and they can, um, yeah, it looks like the maximum benefit on the 2 was just up to 1000 but um just the benefit max changes like from the.
[AGENT][NEUTRAL] Medical expense benefit and the hospital confinement.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] There's something already a moment ago.
[AGENT][NEUTRAL] Um, and some, as far as any dismemberment benefit.
[AGENT][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] What about the optional benefits?
[AGENT][NEUTRAL] I don't show any optional riders, but, um, I can transfer you to sales and they can verify that with you if you like.
[CUSTOMER][NEUTRAL] Was that
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][NEUTRAL] OK, yes sir, hold on one moment, Mr. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hey [PII], it's [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Good. How about yourself?
[AGENT][POSITIVE] Um, happy as Friday, that's for sure.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] I think everyone gets excited for Friday.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But um, I have Mr. [PII] calling from a group on the phone and he's inquiring about the levels of benefits offered for the group.
[CUSTOMER][NEUTRAL] OK, so he's not a broker, he's a part of the group.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And he's just wanting to know about the level of benefits he had they have.
[AGENT][NEUTRAL] Yeah, cause he, um, initially called about an insured, but he's no longer here. He was taken off the policy anyway, but he was saying that they saw that they had a level 2.
[AGENT][NEUTRAL] Since um their policy or since the group became effective, and he was wondering about the other levels or if there was any optional benefits.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Um, I'm not sure.
[AGENT][NEUTRAL] For
[CUSTOMER][NEUTRAL] Um, if I'm able to talk to them about that, let me, let me put you on hold, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No this group ad we will be able to.
[AGENT][NEUTRAL] facialization bro.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No longer card.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Oh, I got it.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey [PII], are you there?
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Do you have the group number by chance?
[AGENT][NEUTRAL] I do. It's 24856.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, it looks like their agent is um [PII]. I would have them reach out to them um just because if it's regarding sales I don't think that we are able to talk to them about that um so I would recommend that they take uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I would recommend that they, they reach out to [PII]. Do you have his contact information?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I see on the screen it shows a phone number and his email address. Is it OK to give them that information to contact them?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, I would.
[AGENT][POSITIVE] OK. All right. Well, thank you so much.
[CUSTOMER][POSITIVE] Yeah, absolutely.
[AGENT][POSITIVE] Awesome. Well, you have a great weekend, Ms. [PII].
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Uh, Mr. [PII], thank you so much for holding. I spoke with a representative with Broker Resource and they said you can, you will have to contact the agent, Mr. [PII], and if you need his phone number or email address, I can give that to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] Yeah, let me confirm I got the best number for him because I've been trying to contact them at a number that I've had for quite some time but I guess.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK go ahead.
[AGENT][NEUTRAL] Uh, so a phone number of [PII].
[AGENT][NEUTRAL] And email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And email address is [PII].
[CUSTOMER][NEUTRAL] So it was [PII] what?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That was [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Alright, I'll give that a try thank you.
[AGENT][NEUTRAL] All right. You're welcome. And is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] I think that's it. I appreciate it.
[AGENT][POSITIVE] Alright, you're welcome. Thank you so much for calling [PII]. You have a great day and weekend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] No.