AccountId: 011433970860
ContactId: 788d5784-6d5e-4abe-9d19-ce0412a286f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 829549 ms
Total Talk Time (AGENT): 261731 ms
Total Talk Time (CUSTOMER): 417310 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/788d5784-6d5e-4abe-9d19-ce0412a286f6_20250324T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you. Can you hear me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I can hear you. I am, um, about, I am looking at my check stub and I have, I'm I teach first grade and I'm about to retire and I was looking at my checks to try to see what the deductions were and I, I don't have you all listed as one of my.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One of my life insurances.
[CUSTOMER][NEUTRAL] That's deducted from my check, my school check, but you do, but you, I was also looking at my statements, my bank statements, and you do, I do pay for coverage, and I'm trying to find out is it cancer or is it whole life.
[CUSTOMER][NEUTRAL] And so I have the phone number here because what I want to do, I don't know if this makes sense, is try to combine since I'm retiring in the next couple of months I wanna combine my life insurance into one and then have one cancer plan, one whole life plan and one long term care plan. So what I need to do is try to figure out what I have with you guys.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And I'm at my mom's house right now, so what I do have is my check stub here.
[CUSTOMER][NEUTRAL] And I have, and I can pull up my bank statement on my phone if I need to.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Can you help me?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let's see, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have any of your policy numbers handy, or I can look it up, um, by your social?
[CUSTOMER][NEUTRAL] Um, uh, we have to do it by our social. I don't have all of the mail. I have my, um.
[CUSTOMER][NEUTRAL] My Boston Mutual.
[CUSTOMER][NEUTRAL] But that's something else that's not, that's coming out of my check, so see I have too many things and and it's all scattered and I need to kinda.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I understand.
[CUSTOMER][NEUTRAL] Simplify things.
[CUSTOMER][NEGATIVE] Mhm, I don't know why I signed up for all this stuff.
[AGENT][NEGATIVE] Starts to get overwhelming.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, and then I don't don't remember what it was. It's just coming out of my check.
[AGENT][POSITIVE] Right, yeah, exactly.
[AGENT][NEUTRAL] Yeah, um, OK.
[CUSTOMER][NEUTRAL] OK, so anyway, my social, I can give you my social [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment, it's pulling it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see what we have here looks like I have.
[AGENT][NEUTRAL] 9
[AGENT][NEUTRAL] I've got one policy active um let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it term a whole?
[AGENT][NEUTRAL] I think it's looks like I think it's term life. Let me double check though. I don't want to tell you the wrong info.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me get a few pieces of information too before I go forward. Uh, what's a good callback number just in case I lose you?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] Um, let's see
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like you have a.
[AGENT][NEUTRAL] I'm pulling it up, let's see.
[AGENT][NEGATIVE] Looks like this is actually a cancer policy. I don't see a life policy on here.
[CUSTOMER][NEUTRAL] OK, so the cancer.
[CUSTOMER][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] $51.89 sounds right for that?
[AGENT][NEUTRAL] Um, let's see if I can see what.
[AGENT][NEUTRAL] are
[AGENT][POSITIVE] Yep, 5189. That's right.
[CUSTOMER][NEUTRAL] OK, and is that for me and my husband?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Because I have 2
[CUSTOMER][NEUTRAL] OK, I have 2 cancel policies, so both this one's for me and him.
[CUSTOMER][NEUTRAL] What I need to do is.
[CUSTOMER][NEUTRAL] Do away with one. I don't need to cancel policies, do I?
[AGENT][NEUTRAL] Well, that's up to you, but.
[CUSTOMER][NEUTRAL] One is trends Am.
[AGENT][NEUTRAL] OK, ones with trans.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I don't know which one is better. I mean.
[CUSTOMER][NEUTRAL] Do, do you know which one is
[CUSTOMER][NEUTRAL] I've gotta trust, I've gotta trust somebody.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What I
[AGENT][NEUTRAL] Yeah, no, I get you. Um, what I can do, I can request your policy certificate be mailed to you because it looks like it's a pretty old policy, but that way you can, you can, uh, compare the two. I would, I would call Trans A to Transan and ask them for a policy certificate, then you can compare these two and see which one gives you better benefits and then kind of make your decision or or based on whatever your needs are, you know, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK, so, um, so the, the, there's no way for me to do that online then look at my.
[AGENT][NEUTRAL] Let me do that.
[CUSTOMER][NEUTRAL] My coverage, my package or whatever.
[AGENT][NEUTRAL] So online, yes, it gives your, it looks like it gives the.
[AGENT][NEUTRAL] Um, well, let's see, maybe this is the entirety of it. Hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, you should be able to look at this online actually have you created an account with us?
[CUSTOMER][NEUTRAL] No, I have not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This does give a breakdown of the different benefits that you have that are part of it, so let me uh do you have a moment?
[CUSTOMER][NEUTRAL] Oh, can you email it to me? OK, because I was gonna suggest emailing, but if it, if it would be better for me to go online and I can do that too, but I'm gonna call Trans A and ask them to they send me the same information so I can look at it.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] Yeah, definitely, you definitely want to do that because that'll that'll help you decide what's best for your needs. So, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, if you have a moment, we can walk through how to set it up or whatever your time restraints are if you if you're busy then I can email you, um.
[AGENT][NEUTRAL] Let me see if I can email it. I don't think that I can because.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can give you
[AGENT][NEUTRAL] It's gonna have your social on it um.
[AGENT][NEUTRAL] Yeah, it's got your social. I can't email it to you.
[AGENT][NEUTRAL] So, um, yeah, but I can email you if you if you don't have time right now what I can email you is the user guide on how to set it up online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can get that set up when you have time and then you can kind of compare these two items when you get the trans and information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that would be perfect.
[AGENT][NEUTRAL] OK perfect um I don't have.
[CUSTOMER][NEUTRAL] OK, and then I can and I can.
[AGENT][NEUTRAL] Well, I, I don't have an email on file for you. Do you have one that I can put in the system?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] [PII], it's, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] OK perfect.
[AGENT][POSITIVE] OK, I'll email you this user guide. Yeah, this is a great guide. It'll help you get set up and you can look at this information when you have time and compare the two.
[CUSTOMER][POSITIVE] So that'll help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate that.
[CUSTOMER][NEUTRAL] And um I'm.
[AGENT][NEUTRAL] Anything else today?
[CUSTOMER][NEUTRAL] Once I retire, is this one of the policies that I can keep without any type of um
[CUSTOMER][NEUTRAL] I mean I can keep it with no problem cause it's not coming out of my work check so there would be no.
[CUSTOMER][NEUTRAL] No, uh, adjustments that I would need to make, right? If I retire, would we both still be covered? OK, so those were.
[AGENT][POSITIVE] That's correct, yeah.
[AGENT][NEUTRAL] Yes, so it's, it's your own personal, yeah, it's your personal policy.
[CUSTOMER][NEUTRAL] OK, alright, so those were two questions that make me lean toward keeping this one.
[CUSTOMER][NEUTRAL] Because it's not coming out of my check at all, so the other one could just be the other one is.
[CUSTOMER][NEUTRAL] So, um, anyway, OK, I will check with them and, and then I'll, I'll compare it and call back.
[AGENT][POSITIVE] OK, perfect, sounds good and let.
[CUSTOMER][POSITIVE] And thank you, thank you for thank you for not making me feel embarrassed.
[AGENT][NEUTRAL] Oh no, no, this stuff's all, I mean, it can get quite confusing, so, and there's just so many moving parts, you know what I mean?
[CUSTOMER][NEUTRAL] You're right, you're right, and if this is not your thing, it is just not your thing. I just.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Exactly, totally understand, yeah.
[CUSTOMER][POSITIVE] So, right. OK, well, thank you so much. I appreciate it.
[AGENT][POSITIVE] Thank you. Thank you for calling APL and have a great, yeah, yeah, go ahead.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] I do have one more question.
[CUSTOMER][NEUTRAL] One, I had a cancer policy where if I
[CUSTOMER][NEUTRAL] If I had wellness exams.
[CUSTOMER][POSITIVE] I was able to file those and get and get reimbursed for the amount of I think 50.
[CUSTOMER][NEUTRAL] $50 per mammogram or whatever, but I remember filing and I don't know if it was with you guys or with the other one. Do you know if you all do that?
[AGENT][NEUTRAL] Let me see what's on your policy.
[CUSTOMER][NEUTRAL] I it
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] That might not
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Be written down on that, on that, um, paperwork. I don't know.
[AGENT][NEUTRAL] I don't see that
[CUSTOMER][NEUTRAL] I just remember my principal.
[AGENT][NEGATIVE] Yeah, I don't, I don't see that benefit on this plan.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Doesn't look like that's covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] OK, have you heard of that before? Is that something foreign?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I have, yeah, I have heard of that absolutely so it might be your other plan if that's what it covers.
[CUSTOMER][NEUTRAL] That's it's a lot
[CUSTOMER][NEUTRAL] OK, I'll just check and see. I just know I've done that before and.
[CUSTOMER][NEUTRAL] And um, I, I was just gonna see if which policy did it, OK.
[CUSTOMER][POSITIVE] Oh, that's called a wellness reimbursement.
[CUSTOMER][NEUTRAL] Uh, some type of wellness benefit, I just know that's what it's called.
[AGENT][POSITIVE] Yeah, yeah, that's right. It would be a routine or wellness benefit, yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well I will be calling back if you know either way to either say cancel or I'm keeping in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, I don't have to call back if um I'm keeping since it since it's coming straight out of my account.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] But I do have to call if I am canceling.
[CUSTOMER][NEGATIVE] If I am canceling, I do need to call back, right?
[AGENT][POSITIVE] Yes, you do. Yes.
[CUSTOMER][NEUTRAL] Or do I fill out a form?
[AGENT][NEUTRAL] Um, you should just be able to call back and then we, we can.
[CUSTOMER][NEUTRAL] Is there a form?
[AGENT][NEUTRAL] Yeah, I don't, there's, I don't think there's a form you just call back and we'll be able to handle that online through our customer service.
[CUSTOMER][POSITIVE] OK, alright, thank you for being helpful.
[AGENT][POSITIVE] Yeah, absolutely. I hope you have a terrific afternoon and thanks for calling APL.
[CUSTOMER][POSITIVE] OK, thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye.