AccountId: 011433970860
ContactId: 75116a70-167a-4da5-b5a8-0c9b83eb8947
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 649020 ms
Total Talk Time (AGENT): 165308 ms
Total Talk Time (CUSTOMER): 235977 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/75116a70-167a-4da5-b5a8-0c9b83eb8947_20250314T17:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Uh, my name is uh [PII], and I have several policies with you all, but I don't remember what they, what they are, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there any way I can get that I get a copy of whatever that those policies sent to me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Um, I can take a look and make sure that the um the schedule of benefits or the policy documents are available. I can definitely have that mailed out to you if you'd like.
[CUSTOMER][NEUTRAL] Mm, yes, ma'am. All right, yes. And
[AGENT][NEUTRAL] OK. And may I have
[CUSTOMER][NEUTRAL] Uh, but what do you need?
[AGENT][NEUTRAL] May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you. And um I can look the policies up with your social if you like.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And I need to work with that. I know.
[CUSTOMER][NEUTRAL] I know my daughter has one with y'all. I know I, I paid the premium, but as I said, I just forgot what it was. Uh, uh, I know she used to work, you know, we used to work at the same place, and, and when she left there, I had them to, you know, to continue to take the.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Premium amount.
[CUSTOMER][NEGATIVE] The see out every month uh bringing it out and it comes out of my checking account, but I only forgot what it was for. I don't know what it was yeah, but I know I pay it, but I don't know what it's for.
[AGENT][POSITIVE] Well, there's no worries at all. I can definitely find out for you. And Ms. [PII], can you verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and uh mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So the policies that you have here with us, um, let's see.
[AGENT][NEUTRAL] It is a cancer policy and a whole life policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, whole life. OK.
[CUSTOMER][NEGATIVE] Get cancer in her life and I mean and that of the whole life. I'm trying to get my affairs in, in order so if, you know, something happened to me then yeah nowhere.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am. Hold on one moment, let me see how much it is.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, 25,000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And the cancel policy, or what?
[CUSTOMER][NEUTRAL] It says there's a longer.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So the cancer policy um has like a daily hospital benefit. If there ever is a positive diagnosis, there is a first occurrence benefit which would pay up to $1000 with the positive diagnosis, and then it, it also covers um chemotherapy treatment if needed.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] And you wanted me to mail both of these out to you, is that correct?
[CUSTOMER][NEUTRAL] Yeah, uh, the best of those, and, um, can you tell me what, what why your son is, is it a uh
[CUSTOMER][NEUTRAL] Life insurance or what is it?
[AGENT][NEUTRAL] The one that your daughter's on?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, let me see, hold on one second.
[AGENT][NEUTRAL] I believe she's on both of them, but let me double check.
[AGENT][NEUTRAL] Oh, yes, ma'am. She's on both of them, but for the whole life, she's listed as a beneficiary.
[CUSTOMER][NEUTRAL] They still
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's the beneficiary on, on, on, on, on both of mine, but um and is there any way you can give me any uh what I, I know she, I know that she has a policy with you too, but I don't know what it is.
[AGENT][NEUTRAL] Oh, like her own policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, OK, hold on, let me see.
[CUSTOMER][NEUTRAL] He blow stuff up, so they try to put it get out they let her get out of here before they got out of there on the car.
[AGENT][NEUTRAL] And Ms. [PII], do you mind if I place you on just a brief hold? I'm just gonna search um for a policy.
[CUSTOMER][POSITIVE] Yeah, I don't mind. Thank you.
[AGENT][NEUTRAL] You're very welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So she does have a policy here, um, that is her and a dependent. However, I can't give any of the policy specifics because she doesn't have anyone else authorized on the policy, but if um she would like to give us a call, we can let her know the information and then if she needs to add you to her policy, so you can call also, we can do that as well.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, I'll, I'll, I'll, I'll have her to call and, and, and, and find out what it is cause I, I, I'm not, as to say I'm not sure what it was that she had. I
[CUSTOMER][POSITIVE] So, but anyway, thank you, and I'll get, I'll get her, I'll get her to call.
[AGENT][NEUTRAL] All right. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, I just, I just want, I just wanna know because I've misplaced those, those papers and stuff, you know, uh, over the years I've misplaced them and I, I need to know what it was that I had. Yeah. OK, that's all. I just, if you, if, if you can mail me a copy of it or something else so I, I can know uh uh with a, a number of policy members so, you know, if she needs it, then she, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Yes, ma'am. I did put a request um for both of the policies, the um like the breakdown of the benefits to be mailed to your home address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] And yeah.
[CUSTOMER][POSITIVE] No, that'll be all. It's to say, and, and you have a blessed day too.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You also, thanks for calling APL.
[CUSTOMER][NEUTRAL] OK. OK. Bye.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Bye bye.