AccountId: 011433970860
ContactId: 7ce0fd75-ab73-4f98-987b-7354db1e8a3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1036698 ms
Total Talk Time (AGENT): 437185 ms
Total Talk Time (CUSTOMER): 283948 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/7ce0fd75-ab73-4f98-987b-7354db1e8a3c_20250403T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hey, this is [PII] with the care team. Who am I speaking with?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII].
[CUSTOMER][NEUTRAL] Oh hi [PII]. OK, I couldn't hear you when you first came in. I've got [PII] on the phone. She is the office manager for policy number 152171 for [PII].
[CUSTOMER][NEUTRAL] [PII] did verify that it is OK to speak with Ms. [PII] about his policy and everything's been verified. The number she's calling from is a good call back number and she's calling because she thought this policy was lapsed and they received an invoice, so she's calling to question that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. um, can you repeat that policy number for me again? I think I missed a number.
[CUSTOMER][NEUTRAL] Yes, it's 15, yes, it's 152171.
[AGENT][POSITIVE] OK, I do have it correct.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, OK, OK. Give me just a second. I was working on a policy and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know to place a note.
[CUSTOMER][NEUTRAL] And she and he did give consent for us to talk to her we did a 3 call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII], correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, you can go ahead and send them over.
[CUSTOMER][NEUTRAL] OK, I'm, is it OK to release the call?
[AGENT][POSITIVE] Yes, you can go ahead. Thank you.
[CUSTOMER][POSITIVE] OK, thank you. OK, all right bye bye [PII].
[AGENT][NEUTRAL] Hello, good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, hey, um, I was calling about an invoice we received.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On a policy
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I guess for some reason we thought this policy just ended and we haven't received a bill since [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I didn't know
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I, I was trying to figure out what was going on.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] see if it's still effective or if it's
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Um,
[CUSTOMER][NEUTRAL] This is mom and dad.
[AGENT][NEUTRAL] Mhm, yes, you can go ahead.
[CUSTOMER][NEUTRAL] This policy was old, his parents bought it and then.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Had it and paid the premiums.
[CUSTOMER][NEUTRAL] And I, I, for some reason I don't know I guess with all that.
[CUSTOMER][NEUTRAL] aged out or whatever you would call it.
[AGENT][NEUTRAL] Yes, right. I'm currently looking at the policy and
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I see that the policy was canceled.
[AGENT][NEUTRAL] The policy indicates that it was canceled and then we received the payment um for it, so that's why it was reactivated and we applied um the payment received.
[AGENT][NEUTRAL] That's why, um.
[AGENT][NEUTRAL] That's why it's uh active back again.
[CUSTOMER][NEUTRAL] Well, how come, uh, we haven't had a premium, we hadn't paid a premium since [PII].
[AGENT][NEUTRAL] I'm looking at what um type of payment.
[AGENT][NEUTRAL] We received
[AGENT][NEUTRAL] I'm looking at check numbers here, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] Alright, allow me just a second for me to, um, if these were check numbers and when they were sent.
[CUSTOMER][NEUTRAL] What year was it canceled?
[AGENT][NEUTRAL] Um, I see notes going back to, let's see.
[AGENT][NEUTRAL] Let me just a second to look at what dates were these.
[AGENT][NEUTRAL] Uh, going back to [PII].
[AGENT][NEUTRAL] Those are the last notes, and then it was
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um laps there to apply the premiums received for it.
[AGENT][NEUTRAL] OK, it was canceled in May, at the end of [PII], and it was, it was reactivated in [PII] to apply those premiums received. Um, that is the last.
[AGENT][NEUTRAL] That is the last note I see regarding payments.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Mhm. No, [PII], that is the last um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Notes that I see. Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, and then I show there was a payment sent in [PII].
[AGENT][NEUTRAL] I'm trying to find.
[AGENT][NEUTRAL] Um, I see correspondence regarding, um,
[AGENT][NEGATIVE] Address changes, but I'm not being able to see anything else.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Department address change. OK, I do see a payment [PII], um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Simon's Bank, um, it has the check number it was received.
[AGENT][NEUTRAL] Um, for the yearly premium.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Around the same day, no, this one is March.
[AGENT][NEUTRAL] We received another check.
[AGENT][NEUTRAL] Same amount it was paid so this would put um,
[AGENT][NEUTRAL] The policy page to 21, 22.
[CUSTOMER][NEUTRAL] Do you have a check number on that?
[AGENT][NEUTRAL] Um, yes, we do, um.
[CUSTOMER][POSITIVE] Yes we do.
[AGENT][NEUTRAL] It was signed and everything, um, check number is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 21
[AGENT][NEUTRAL] 784.
[CUSTOMER][NEUTRAL] And who signed the check?
[AGENT][NEUTRAL] It has [PII].
[CUSTOMER][NEUTRAL] Waldrop
[AGENT][POSITIVE] Well, yes, all good.
[CUSTOMER][NEUTRAL] OK, so that's 21. I'll have to look and see where those checks are.
[AGENT][NEUTRAL] 21, 22.
[AGENT][NEUTRAL] We have been receiving the payment for it. That's why the the policy is still active. I do see the check for um [PII] um.
[CUSTOMER][NEUTRAL] What check number was the, uh, can you tell me?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Yes, 5154.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 5154.
[AGENT][NEUTRAL] Uh, for the one in [PII], um, we have the signature and everything.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Same amount, um, the check number, allow me just a 2nd, 53541.
[AGENT][NEUTRAL] 5341.
[CUSTOMER][NEUTRAL] 534.
[CUSTOMER][NEUTRAL] Uh, let me grab it. This is him on my other line. Hold on.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEGATIVE] I, I've sent in an order for a task order, but I have not received the task order back to send the invoice.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright thanks bye. I'm sorry.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I thought he was calling about this. OK, so 5341.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And who signed that check?
[AGENT][NEUTRAL] Um, same signature. We have the same, mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, the check for 2024 was received [PII].
[AGENT][NEUTRAL] And the check number is 5515.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, those check numbers aren't.
[CUSTOMER][NEUTRAL] Numbers I use.
[CUSTOMER][NEUTRAL] That's why I'm kinda confused.
[CUSTOMER][NEUTRAL] Is it his name stamped on there or?
[CUSTOMER][NEUTRAL] Signature.
[AGENT][NEUTRAL] Um, yes, yes, [PII], um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it has an an address here?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Revoca Trust [PII].
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Um, and the signature is, it is the same, so I would.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Assume it is kind of a stamp, yes.
[CUSTOMER][NEUTRAL] Assume it's the same.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so is this a whole life policy?
[AGENT][NEUTRAL] Um, let's check it really quick.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK, whole life and what it's a $10,000 policy?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And what's the cash value on it?
[AGENT][NEUTRAL] Um, unfortunately, that is something that we um have to calculate, um, and we will need uh to have a little bit of a window a day to take care of it.
[CUSTOMER][NEUTRAL] OK, can you do that and just email that to me?
[AGENT][NEUTRAL] Um, yes, um, there is a, a person in charge of this area, the whole life policies, um, and she would be the one, either in, um, whichever method you prefer, um, she can give a call, mail it or email it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and can you do, can you send a change of beneficiary form?
[CUSTOMER][NEUTRAL] Or can you tell me who's the beneficiary on this?
[AGENT][NEUTRAL] Yes, I do not see who the beneficiary is right now.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, that will require a little bit of an investigation to, to look through all the documents received.
[AGENT][NEUTRAL] Um, but that can be attached to the, um, request so you can receive both of them, the cash value and the information.
[CUSTOMER][NEUTRAL] And the change of beneficiary.
[AGENT][NEUTRAL] Mhm, yes, or you can also
[CUSTOMER][NEGATIVE] Yeah, see, he got divorced.
[CUSTOMER][NEUTRAL] He got divorced and I think it's still in his ex-wife's name, so.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, uh, the, the beneficiary part, um, if you would like to download it as well, it is um available in our APL website, um, and it has instructions and everything. Mhm.
[CUSTOMER][NEUTRAL] We will change.
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] APO website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, so nobody would be able to tell me at this time who the beneficiary is then.
[AGENT][NEUTRAL] Not, not right away.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK, so how do I, do you?
[AGENT][NEUTRAL] Yes, Ms. Try.
[CUSTOMER][NEUTRAL] Start the calculation on cash value.
[AGENT][NEUTRAL] Um, yes, Miss [PII], I will go ahead and place a request that a um cash value has been requested for the policy, um, and, uh, that you want it mailed, uh sorry, emailed, um.
[CUSTOMER][NEUTRAL] Cash
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, let me give you my email.
[AGENT][NEUTRAL] I will say that, uh, yes, um.
[AGENT][NEUTRAL] Um just a second to.
[CUSTOMER][POSITIVE] You will say that what I'm sorry.
[AGENT][NEUTRAL] Yes, um,
[AGENT][NEUTRAL] OK, yes, because we don't have an email on file. Uh, what would be the email?
[CUSTOMER][NEUTRAL] Um my email is [PII]
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And can you repeat um the email just to make sure I have it correct?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] I got it. Um, and I will go ahead and place after this, uh, we end the call, I will go ahead and place the request and you should receive an answer um to this email that you just have provided.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] You know you just got
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and they'll send me the change of beneficiary form also.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and if they could tell me who's on there.
[CUSTOMER][POSITIVE] Now that would be great.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] shareary form.
[AGENT][NEUTRAL] Be who is the beneficiary?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And the cash value.
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][NEUTRAL] All right, Ms. [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[AGENT][POSITIVE] All right, well I appreciate your call and I hope you have a nice day.
[CUSTOMER][NEUTRAL] I can see it.
[CUSTOMER][POSITIVE] Thank you, [PII]. You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.