AccountId: 011433970860
ContactId: 7c93032e-0e29-4ccd-a792-3636a8057f88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1448560 ms
Total Talk Time (AGENT): 759484 ms
Total Talk Time (CUSTOMER): 629057 ms
Interruptions: 9
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/7c93032e-0e29-4ccd-a792-3636a8057f88_20250130T21:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][POSITIVE] Hi, [PII]. I'm good. How are you there?
[CUSTOMER][POSITIVE] I'm doing good, doing good, doing good, but I got a, I got a good little Billy for you.
[AGENT][POSITIVE] Good, good, good.
[AGENT][NEUTRAL] Uh, no, no. What shot, which shot.
[CUSTOMER][NEUTRAL] [PII] or [PII] or
[CUSTOMER][NEUTRAL] I think the linger, whatever.
[CUSTOMER][NEUTRAL] I'm gonna give you a policy number, it's 154214.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a whole life policy, and I have Mr. [PII] on the line, but he's senior.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] It's not the one who's [PII].
[CUSTOMER][NEUTRAL] No, Mr. Senior's date of birth is [PII]. Now, he said that he is on the policy.
[CUSTOMER][NEUTRAL] His wife was paying for all these policies. What they're trying to do is get it to where he can pay for all these policies. There's like 5 policies in Ms. [PII]'s name.
[CUSTOMER][NEUTRAL] Uh, paying for them.
[AGENT][NEUTRAL] Is she passed? Has she passed?
[CUSTOMER][NEUTRAL] Yes, she passed on 92-24.
[AGENT][NEUTRAL] OK. Well, um,
[AGENT][NEUTRAL] Hold on, let me think. I'm thinking out loud there, um.
[CUSTOMER][NEUTRAL] I know this is kind of.
[AGENT][NEUTRAL] Um, OK, she's the payer.
[AGENT][NEUTRAL] Owner
[AGENT][NEUTRAL] All right, I'm thinking we're gonna need um uh a just thinking out loud, a copy.
[CUSTOMER][NEUTRAL] I see in the notes that [PII]'s been talking to him.
[CUSTOMER][NEUTRAL] Well, I don't know if she was talking to senior or here because if she verified the date of birth, it was not right so I don't know who she's talked to, but he.
[AGENT][NEUTRAL] 48
[CUSTOMER][NEUTRAL] Senior that I have on the line is the spouse.
[CUSTOMER][NEUTRAL] And it looks like in her notes, he's saying to she's saying on the [PII] to report the death of his wife.
[AGENT][NEUTRAL] Right, we're gonna need him to send in a copy of the uh I'm thinking out loud, copy of the death certificate.
[AGENT][NEUTRAL] Um, yeah, a copy.
[CUSTOMER][NEUTRAL] So it looks like on the [PII] that that was.
[CUSTOMER][NEUTRAL] Relayed by [PII] and I are on the care team.
[AGENT][NEUTRAL] Phone call from care team owner has passed his shirt on phone. He so she told him we need the death certificate yesterday.
[AGENT][NEUTRAL] OK, alright, I, I'll tell Mr. [PII] again that we need the death certificate before we can do anything. Just gonna have you email it to the care team or fax it, whichever is easiest for him, but the fastest even.
[CUSTOMER][NEUTRAL] So, yeah, do you see um the notes from [PII]?
[AGENT][NEUTRAL] Yeah, well she talked to him yesterday that she needs death certificate on the owner.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, yeah.
[AGENT][NEUTRAL] Um, we can't do anything until we get that death certificate. We cannot do anything.
[AGENT][NEUTRAL] Um, what is, is he wanting to try to do something right now by phone.
[CUSTOMER][NEUTRAL] He's, yeah, he's wanting to know what, what we need to do in order to get it in his name so that he can pay for these life policies for their children.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, well, let me speak to, I'm just gonna tell we gotta have the death certificate for, for Miss, Miss, Miss, what's her name.
[CUSTOMER][NEUTRAL] [PII]. Yes, [PII].
[AGENT][NEUTRAL] Miss [PII], OK, yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] But I couldn't find a policy with his date of birth on it.
[AGENT][NEUTRAL] Um, well, I'll be honest with you, the policy I found doesn't match the policy number that's, I mean, the, uh, not policy number.
[AGENT][NEUTRAL] Social that I found is not matching the social on this policy for [PII] either so or is that right [PII] or the last.
[CUSTOMER][NEUTRAL] I don't know, there's some discrepancy in here to me.
[AGENT][NEUTRAL] Yeah, [PII]. I don't know whose social is 7, you know, ends in [PII] or whose social, let me say ends in [PII] on the application it's saying.
[AGENT][NEUTRAL] That [PII]'s is [PII], I guess it's a [PII].
[AGENT][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] So that's [PII].
[AGENT][NEUTRAL] That's [PII]'s date of birth, but it's not his social that's listed as the applicant social. Yeah, I don't know whose social that is. Um.
[CUSTOMER][NEUTRAL] Oh, gotcha.
[CUSTOMER][NEUTRAL] Lord have [PII].
[AGENT][NEUTRAL] Yeah, I have no earthly idea who social that is, but until, and it's on the, it's on the, the owner's policy or [PII]'s policy also that same social. Let's see if I put in the social who I get.
[AGENT][NEUTRAL] Maybe to be Mr. [PII].
[CUSTOMER][NEUTRAL] I don't know, but I've been with you before.
[AGENT][NEUTRAL] Yeah, till we get a death certificate, nothing can be done, um.
[AGENT][NEUTRAL] 450 God, that pulled in, they pulled it. Oh that pulled in [PII], [PII], [PII], and [PII].
[CUSTOMER][NEUTRAL] Lord have [PII].
[CUSTOMER][NEUTRAL] Yes sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That pulled in all 512345 of those policy numbers.
[AGENT][NEUTRAL] So that's either Miss Mrs. [PII]'s or Mr. [PII] Senior's social.
[CUSTOMER][NEUTRAL] OK, so if he's wanting to get it in his name so he can pay the policy, uh, maybe since she is the owner payer for these policies, he's wanting to try to get it in his name so he can continue paying for the kids. Does that make sense maybe? I'm not sure that's what I'm just kind of gathering in my mind.
[AGENT][NEUTRAL] Yes, is he change?
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] Yeah, is he changing bank accounts?
[CUSTOMER][NEUTRAL] I don't know. I didn't get that far. I do apologize.
[AGENT][NEUTRAL] OK. I ain't a big thing. I was just asking. Um.
[CUSTOMER][POSITIVE] I mean, I just said this one, this one got my, I look like [PII] from the Exorcist with my head going round and round on this one.
[AGENT][POSITIVE] Amen, sister. I'm with you over there now. We, we're both in that boat together or, or whatever you wanna call it movie. Oh gosh.
[AGENT][NEGATIVE] So it once and once I have regretted it my whole life.
[CUSTOMER][NEUTRAL] Uh, me too, me too.
[AGENT][POSITIVE] Oh God, I am not kidding. Um.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Oh God, he's got to send the death certificate in and let them in customer service work it.
[AGENT][NEUTRAL] And it looks like, looks like [PII] requested the all the addresses for each, for each, each one as well. Just something, Mr. [PII], I'm gonna tell when you gotta have death certificate.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am.
[AGENT][NEUTRAL] And we need [PII]'s and everybody's addresses apparently. I'm going by [PII]'s notes and [PII]'s, that's just [PII] notes and everything.
[CUSTOMER][NEUTRAL] So he has, yeah, he doesn't have a policy. It's just the kids it looks like, right?
[AGENT][NEUTRAL] That's what I saw. I don't see. Well, [PII], whatever, there's 5 names I named off. I cannot remember the wife's name again.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah. [PII].
[AGENT][NEUTRAL] Sure, no, there's no [PII] or senior. So yeah.
[CUSTOMER][NEUTRAL] She's the policyholder [PII] is, right?
[AGENT][NEUTRAL] Well she's that your policy owner payer, yeah.
[CUSTOMER][NEUTRAL] I mean the owner payer, yeah.
[AGENT][NEUTRAL] So he needs to send the death certificate.
[CUSTOMER][NEUTRAL] I see. So she died.
[CUSTOMER][NEUTRAL] And he wants to continue paying. Ah, OK, I bet that's what it is. Woo, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I guess. All right, put, put, put Mr. [PII] on [PII] deer.
[CUSTOMER][NEUTRAL] I, me too. All right.
[CUSTOMER][POSITIVE] Thank you, [PII]. I promise I'm gonna be quiet after this.
[AGENT][NEUTRAL] Thank you. You're fine, girl. I mean I promises you cannot eat. Do not make it.
[CUSTOMER][POSITIVE] That's true. That's true. I should, oh, I'm so sorry. Let me get him on the line. Thank you.
[AGENT][NEUTRAL] By their
[CUSTOMER][POSITIVE] Mr. [PII], thank you for your patience. I have [PII] in our customer service department and she's going to assist you further, OK?
[CUSTOMER][POSITIVE] Alright thank you ma'am. Thank you bye bye. Yeah.
[AGENT][NEUTRAL] Good afternoon, Mr. [PII]. This is [PII] in customer service. How are you, sir?
[CUSTOMER][NEUTRAL] I'm hanging in there, man. I
[AGENT][POSITIVE] Good, good, good.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So Miss Mr. [PII], uh, Ms. [PII] was telling me that you're calling today. Are you two is we're trying to clarify this, are you calling to take over making the payments on the 5 policies?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, what it is, my wife just passed [PII], and she was over all this.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she was, she passed so now I got the, um, I was trying to take to find out how much it cost. I think she had all these policies. She the one that was was taking care of them, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] So by she's gone.
[CUSTOMER][POSITIVE] And I wanna be, uh, you know, take over and pay them, be beneficiary.
[CUSTOMER][NEUTRAL] Over the past
[AGENT][NEUTRAL] OK. So, Mr. [PII], what we are going to need is a copy of the death certificate for Mrs. [PII], OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me write it down.
[CUSTOMER][NEUTRAL] OK, copy.
[CUSTOMER][NEUTRAL] Uh yes it is.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, because these policies have not been paid on since October. Now each pro uh no, I'm so sorry, each policy costs $15 so there, you know, there's 5 of the policies, and they cost $15. OK, so that's gonna be like $75 a month.
[CUSTOMER][NEUTRAL] That's why they
[CUSTOMER][NEUTRAL] Go ahead, I'm listen
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $75 OK.
[AGENT][NEUTRAL] If I calculate it correctly, yes, sir.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] 75 now I can give you each of the policy numbers and what you'll need to do, you can either fax it or email it to us. I suggest if you have a way to email a just a copy. We do not need an original. It is so much faster if you email a copy of it that way you have someone the death certificate that is.
[AGENT][NEUTRAL] That way you have someone to correspond back and forth with you, should you need, should they need additional information from you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, what I'm trying to do, I'm gonna let my wife, I'm not my wife, I'm gonna let my oldest daughter pretty much handle this, but I just want to get it on, get the ball on the roll and, uh, anything, you know, um, anything, you know, she helped me through this like I said, my wife was over all this and uh, but if you give me the copies of the numbers of the uh policy number.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] When you're ready I can give you those. OK, so I'm gonna, I'm going to tell you the 1st 4 digits are all going to be the same for all 5 policies.
[CUSTOMER][NEUTRAL] And you say, uh,
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's gonna be 1542.
[CUSTOMER][NEUTRAL] 1542.
[AGENT][NEUTRAL] The last
[AGENT][NEUTRAL] That is 6 digits altogether. So the last two digits will be 14.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For the first policy. Yes, sir, and that's for Victor Junior.
[CUSTOMER][NEUTRAL] 14
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] So the next one is 154 I'm sorry, let me start over 154215.
[CUSTOMER][NEUTRAL] So, OK.
[AGENT][NEUTRAL] And that's for [PII]?
[CUSTOMER][NEUTRAL] [PII], yes ma'am. OK, let me run it back by you again. 154215 [PII], OK.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Correct. Yes, sir. All right, so the next one is 154271.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, the next one is 154276.
[AGENT][NEUTRAL] That is for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the last one is 154278 and that is for [PII].
[CUSTOMER][NEUTRAL] OK, now can I run it back to you right quick?
[AGENT][NEUTRAL] Certainly, yes, sir.
[CUSTOMER][NEUTRAL] OK, you said a
[CUSTOMER][NEUTRAL] The first number you gave me was 1542, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, alright, the next one gonna be 14, that's [PII].
[AGENT][NEUTRAL] Well, no, no, I mean, it's six digits altogether and all five of the policies start with 1542, and so it'd be 154214.
[CUSTOMER][NEUTRAL] I'm sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 15.
[AGENT][NEUTRAL] I was just
[CUSTOMER][NEUTRAL] 4214154214 that's [PII].
[AGENT][NEUTRAL] Right, yes, sir.
[CUSTOMER][NEUTRAL] OK, [PII] 154215.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] That's [PII]. OK, [PII] 154271.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh [PII] is 154276.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And [PII] 154278.
[AGENT][NEUTRAL] Yes sir, that's it.
[CUSTOMER][NEUTRAL] OK, and then you said the total would be $75 that's a month, that's a month, right?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct. Yes, sir.
[CUSTOMER][NEUTRAL] OK 75.
[CUSTOMER][NEUTRAL] As a man.
[AGENT][NEUTRAL] It's $15. Well, wait a minute, let me, I'm so sorry. I'm so sorry, Mr. [PII]. Let me look back. Let me look back at something. Um, I do apologize. OK, actually, let me look at this. It looks like, I do apologize, it looks like it's $5 a month and it was billed every 3 months.
[CUSTOMER][NEUTRAL] OK, when I get the paper.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I am so looking at this wrong. I do apologize I did not look at the billing correctly.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Uh, it's no problem. We just trying to, we're just trying to get together so we can keep it up in full, not let it, you know, go out, you know.
[AGENT][NEUTRAL] Yes, sir. Let me make sure all of them are paid quarterly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So that's paid, uh, you're billed.
[AGENT][NEUTRAL] Every 3 months $15 so that's $5 a month or $15 every 3 months and that's per policy so every 3 months would be $75.
[CUSTOMER][NEUTRAL] OK, every 3 months is $75 for all of them, right?
[AGENT][NEUTRAL] Yes, sir, or $5 a month. Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, I'd rather pay it by the 3 months and be done with it. We have me for the 3 months, so we want to be doing it every month, OK, when we get started.
[AGENT][NEUTRAL] Yes, sir. Yes, and uh October, November, December.
[CUSTOMER][NEUTRAL] October
[AGENT][NEUTRAL] Have, uh, uh, and then January, February, it's it's, it's behind 5 months. We've already built for, uh, for all those months.
[CUSTOMER][NEUTRAL] OK, so what I need to send you as of today, how much back back to catch this up now.
[AGENT][NEUTRAL] Uh, um,
[CUSTOMER][NEUTRAL] I could put it in the mail today.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so let me, I have to wrap my brain around that. Give me just one moment. And um so we're saying.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] All right. So right now you owe
[AGENT][NEUTRAL] We figure just one policy and then we can just times that by 5. How about that? So that's 15 and 10, that would, you know, OK, so October, November, December is 15, January and February is 10th, so that's $25.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK? And then you, that's $25 per policy, so that's gonna be $125.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $125 to get it caught up, right?
[AGENT][NEUTRAL] Yes, sir. If I calculated it correctly, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now one
[CUSTOMER][NEUTRAL] OK, well if it's any different you'll let me know or whatever, OK, and uh one more thing.
[AGENT][POSITIVE] Oh, yes, they definitely will.
[CUSTOMER][NEUTRAL] OK, one more thing, now you said Victor Senior, my policy, what was it?
[AGENT][NEUTRAL] Now, we don't have a Victor Senior policy. I don't have a Victor Senior.
[CUSTOMER][NEUTRAL] Uh, the number one.
[CUSTOMER][NEUTRAL] OK, so then just my children, right?
[AGENT][NEUTRAL] That's all I
[CUSTOMER][NEUTRAL] She didn't have that on me, right?
[AGENT][NEUTRAL] I don't, I don't see anything on you, Mr. [PII], um, under her, I'm assuming.
[CUSTOMER][NEUTRAL] OK, OK, well that's that's fine. I just, yeah, I.
[CUSTOMER][NEUTRAL] OK, that's fine. I would just want to make sure because like I said she was handling all of that, and I just wanna make sure them insurance coverage is nothing no worse than something happen, you ain't got no insurance, you understand.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, oh yes, sir, definitely. Um, now she could have, there could have, uh, been a policy for you, Mr. [PII], and maybe it was under your social, but I believe all these may have been under Mrs. [PII]'s social.
[CUSTOMER][POSITIVE] Yes, indeed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well I got the let's see [PII].
[CUSTOMER][NEUTRAL] That'd be a total 5 siblings, my children, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]. OK, so I'll get that in the mail.
[CUSTOMER][NEUTRAL] To y'all. Let me see.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] The address, uh,
[AGENT][NEUTRAL] So you are gonna mail it or would you or it is much faster, I promise you, if you uh.
[CUSTOMER][NEUTRAL] I'm trying to see what
[AGENT][MIXED] I hate to say it, but if you, if you have a way to email it, it is so much faster to get things taken care of.
[AGENT][NEUTRAL] But unless you're wanting
[CUSTOMER][NEUTRAL] Yeah, email the money order what you're saying? email the money order, OK.
[AGENT][NEUTRAL] No, 00, no, no, no, no, no, no, no, I do apologize, you can't do that. So if you're just gonna mail in the death certificate with the money order, that'll be fine. And they put a letter in there saying that you're wanting to take over making the payments.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me put it down.
[CUSTOMER][NEUTRAL] Death certificate, make sure I send this copy of the death certificate.
[CUSTOMER][NEUTRAL] Certificate.
[CUSTOMER][NEUTRAL] And you said put on there I'm willing to.
[CUSTOMER][NEUTRAL] Uh, take care of the payments at ease, right?
[AGENT][NEUTRAL] Yes, or just let them know that you're willing to take over the payments.
[CUSTOMER][NEUTRAL] I want to take, OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Pain, OK.
[CUSTOMER][NEUTRAL] OK then well I get that 125 in the mail with the death certificate and and the letter stating I wanna take over the payment so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When they get the death certificate, they know my wife is gone, so.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I'm willing to take over the uh.
[CUSTOMER][NEUTRAL] Thing and uh like I say, from what I understand you say $75 every 3 months.
[AGENT][NEUTRAL] Uh oh, no, uh, yes, sir. Yes, well, hold on, once again, I'm trying to wrap my brain around.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK. Take your time, take your time.
[AGENT][NEUTRAL] Yes, sir, for because it's $15 quarterly.
[CUSTOMER][NEUTRAL] OK, so when I send this 125 off I'll be paid up to what when when would be my another other payment to send off? What month?
[AGENT][NEUTRAL] Um, you should get one at the end of February or somewhere around the end of February you should get another bill to pay for March, April, and May.
[CUSTOMER][NEUTRAL] End of February and be.
[AGENT][NEUTRAL] Somewhere around in there.
[CUSTOMER][NEUTRAL] Mo
[CUSTOMER][NEUTRAL] April
[CUSTOMER][NEUTRAL] In May, OK, I'm just jotting this stuff down, you know, if I kinda keep it in my uh.
[AGENT][NEUTRAL] Sterling, certainly.
[CUSTOMER][NEUTRAL] In my head and uh that's that policy uh 911871117 that's what is that that's mine or what?
[AGENT][NEUTRAL] What, what number did you? I'm sorry, what, what was that again?
[CUSTOMER][NEUTRAL] OK, 91187117.
[CUSTOMER][NEUTRAL] That's what they sent me today.
[AGENT][NEUTRAL] I'm not
[AGENT][NEUTRAL] I'm not sure what that is. That's not one of our policy numbers 911871117.
[CUSTOMER][NEUTRAL] Yes ma'am, and it could be a 9187117 that paper been bent, you know.
[AGENT][NEUTRAL] And that could be true.
[AGENT][NEUTRAL] That could be true because we did our older policies would have read that way.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But now they are just, you know, we, we've got them set up without that the letters, OK, so that, that was [PII]'s policy number that was her what we call an old policy number, so that isn't.
[CUSTOMER][NEUTRAL] OK, that's an old policy number. OK, alright.
[AGENT][NEUTRAL] Yes, sir, that is an L 9187117 is the same policy as 154215.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, that's what I need to know, ma'am. I appreciate you helped me out a lot. I was just trying to get the up for this here so we can get, you know, my wife, she was very, uh, cautious about, you know, keeping them cheering in, in, uh, insurance, and I, she's gone now, so I'm gonna step up, you know, and take over.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh-huh, OK then, so I'll be the beneficiary of allies, right?
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Now that I do not know how the beneficiary is set up on there, sir. Um, you can request also to have a beneficiary form mailed to you for each of the policies.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna write it.
[CUSTOMER][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Change of beneficiary, change of beneficiary form for all five policies.
[CUSTOMER][NEUTRAL] Ja
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Policy.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Oh policy, right?
[AGENT][NEUTRAL] For all 5 policies.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][POSITIVE] All right, well, I appreciate it.
[AGENT][NEUTRAL] Cause you'll want to be able to
[AGENT][NEUTRAL] Certainly. Well, uh, Mr. [PII], is there anything else we can help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No ma'am, you've done enough. You've done enough and I appreciate you and I, I'll get on top of it and uh get it, get this money order in the mail and with the death certificate and then a write a statement that I wanna take over the payment of the.
[AGENT][POSITIVE] Oh bless you.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] The policies and a change of beneficiary.
[CUSTOMER][NEUTRAL] Change
[CUSTOMER][NEUTRAL] Chain of benefit
[CUSTOMER][NEUTRAL] The policy and change the beneficiary, OK now.
[AGENT][NEUTRAL] Right. Change of beneficiary form. Yes, sir. You're welcome, Mr. [PII], for all 5.
[CUSTOMER][POSITIVE] Appreciate it
[CUSTOMER][NEUTRAL] Yeah, but I'll
[CUSTOMER][NEUTRAL] And put on that all all policy life policy, OK.
[AGENT][NEUTRAL] For all 5 life policies, yes, sir.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yes ma'am, well I appreciate you you have a blessed day, yeah.
[AGENT][POSITIVE] Certainly. You as well, sir. Thank you so much and thank you for calling APS.
[CUSTOMER][NEUTRAL] Hey, one more thing, what, what do I mail this? What is your address so I can make sure it comes straight to y'all, but did it, let's see, oh, hold up, hold up, let's see something.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's uh it's on the side of this envelope PO box.
[CUSTOMER][NEUTRAL] Let's see [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is it, sir. Yes, sir.
[CUSTOMER][POSITIVE] OK dokey ma'am I appreciate it I'll get it in the mail, OK?
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][POSITIVE] And you have a good one. I appreciate you. Alright, thank you.
[AGENT][POSITIVE] You too. Thank you, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.