AccountId: 011433970860
ContactId: 867aa267-e239-43eb-bd98-23ef1e132417
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 666919 ms
Total Talk Time (AGENT): 287229 ms
Total Talk Time (CUSTOMER): 327665 ms
Interruptions: 6
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/867aa267-e239-43eb-bd98-23ef1e132417_20250106T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I canceled a couple of policies through y'all and um.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I was just I had to do a request for cash surrender.
[CUSTOMER][NEUTRAL] And I've got 2 of those. They have 2 different account numbers, so I'm kind of confused.
[AGENT][NEUTRAL] OK, uh, let's see, so you had two policies that you canceled with us, the cash surrender.
[CUSTOMER][NEUTRAL] I thought I was just canceling one policy.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Uh, policy number 00.
[CUSTOMER][NEUTRAL] 677-052. I filled out the request for cash surrender and had it notarized on [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But then I'm also what I was looking at has one that was notarized on [PII] but it's got a different policy number.
[AGENT][NEUTRAL] Could you give me that policy number as well?
[CUSTOMER][NEUTRAL] 005 05168.
[AGENT][NEUTRAL] OK, we will take a look at that um I'm sorry, really quick, what was your name?
[CUSTOMER][NEGATIVE] It's not as good um.
[CUSTOMER][NEUTRAL] [PII] with a [PII].
[AGENT][POSITIVE] OK, and then also can I get a good call back number from you in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I'll give you my cell. It's [PII].
[CUSTOMER][POSITIVE] But I think I could do like a bowling.
[AGENT][NEUTRAL] OK thank you alright one moment.
[CUSTOMER][NEUTRAL] Like, isn't it connected.
[AGENT][NEUTRAL] I'm just gonna verify some information really quick, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Perfect. The last thing I need is the email address that we've got on file for you please.
[CUSTOMER][NEUTRAL] Uh, I think memory when she emailed this stuff to me, um.
[AGENT][NEUTRAL] It is a Yahoo account if that helps.
[CUSTOMER][NEUTRAL] Uh let me give you my work.
[CUSTOMER][NEUTRAL] Oh, OK, just [PII]. I'm getting ready to retire is why I was hesitant. I've got my work email on a lot of stuff.
[AGENT][POSITIVE] That's it. OK, thank you.
[AGENT][NEUTRAL] You're perfectly fine. I understand. OK, bear with me just a moment let me take a look.
[AGENT][NEUTRAL] OK, so yes, I do see I received a call from you wanting to surrender the policy, so let's check this other one.
[AGENT][NEUTRAL] Take a look.
[CUSTOMER][NEGATIVE] Well, I'm looking at this. This is the wrong form that I got sent it said issued on the life of [PII] that's not me. I got somebody else's form.
[AGENT][NEUTRAL] No, that is not. OK. How did you receive the form, [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think it came by mail.
[AGENT][NEUTRAL] It was mailed. OK, is the mailing address on the form that you got was that, was it yours?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, I believe so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Or I wouldn't have gotten it.
[AGENT][NEUTRAL] Well, I ask sometimes. I mean, I've gotten some that are pretty off the wall and maybe just a mistake on the postal workers' part, but I always have to make sure. OK, so the one for [PII] has the [PII]?
[CUSTOMER][NEUTRAL] That's what
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I got that's the one I got and I assumed it was mine and I just filled it out. I'm just was looking at it and I thought that's got [PII]'s name on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yup.
[CUSTOMER][NEUTRAL] I mean, I
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] I signed it signature of owner.
[CUSTOMER][NEUTRAL] I don't know if you've got it back yet. I, I never looked at the body of it because I was expecting it. I had forgotten I'd already done the other one on the [PII].
[AGENT][NEUTRAL] Let's say.
[AGENT][NEUTRAL] So what you received [PII] was that was it essentially a statement or?
[CUSTOMER][NEUTRAL] No, it says APL on the return both forms that I've got. One says request for cash surrender and it's got my correct number issued for life of [PII], but then later on in the month of December I got this one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Request for cash surrender policy number 00505168 and that's when I I was just going back through some of my stuff I thought that's not my policy number never noticed the name till I got on the phone with you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Got it. OK, OK, so what I'm guessing and I appreciate you letting us know, I would think um you would probably just destroy that form and then I'll reach out to our customer service department to have that reissued um if you don't mind that, [PII], would you uh mind if I put you on a brief hold just to get some clarification? I'll be right back with you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, yes, thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good morning
[CUSTOMER][NEUTRAL] How may I help you?
[AGENT][NEUTRAL] I'm sorry, who was this?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing well how about yourself?
[AGENT][NEUTRAL] Doing good thank you um so I'm not quite sure if this is something.
[AGENT][NEUTRAL] I don't know. I'm gonna just let me know what I need to do. It's like a hub request or what, um, I have an insured that called, uh, she had a life policy. She surrendered, um, got her form in the mail. Uh, she said that she just received a different one though, gave me the policy number, it's somebody else entirely, but it had her address on it, um, and the address, you know, looks correct in lion, so I assume.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] She would just destroy that one and then we need to reissue this for this other insured.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] OK, so the one that was mistakenly sent to her, it's uh 505168.
[CUSTOMER][NEUTRAL] She already did it.
[CUSTOMER][NEUTRAL] So it had that lady's address, not the address of this person?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Put a hub ticket in. [PII]'s gonna have to figure out what she did and fixed it. I, I really say I'm sorry. It's just her note, her notes seemed like she already surrendered it, but
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no. That's.
[CUSTOMER][NEUTRAL] I don't wanna say she did and she didn't.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, I was just not sure what exactly.
[CUSTOMER][NEUTRAL] Yeah, I probably would have did the same thing. I've been, I would, and normally when I get stuff like that, I just apologize to them and tell them they just need to shred it and I end up either emailing the person who did it or um putting a hub ticket to get them to figure out what.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, should I do the hub, uh, just the customer service then I guess?
[CUSTOMER][NEUTRAL] Yeah, just do the hub to customer service and what I'm gonna do is I'll keep an eye out for it and I'll go in there and assign it to [PII] and then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll just shoot her an email and tell her that you know you called me about it and I told her to put the request in because we didn't know for sure if something needed to be sent out or not.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And you know, the notes didn't really give me enough details to say what was so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, got it. So I'll probably just put like miscellaneous or something because I'm not this is a different.
[CUSTOMER][NEUTRAL] Yeah, miscellaneous will be fine, um, and then like I said I'll just go in there and assign it to her and put a note in there or or I'll send email so she'll know.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, well I sure appreciate your help thank you.
[CUSTOMER][POSITIVE] No problem at all. Is there anything else I can help you with before you go?
[AGENT][POSITIVE] No, ma'am. I appreciate it. Thank you.
[CUSTOMER][POSITIVE] You're welcome. Have a good day.
[AGENT][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] All right, [PII], I really appreciate your patience. Are you still with me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][POSITIVE] OK, well I'm sure sorry about the confusion, so yes, go ahead and if you would just destroy that uh information you received for um is that [PII]? Yes please, um, and then we will get that rectified. I'm so sorry for the confusion, but everything looks good on our end so.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, what about my policy?
[AGENT][NEUTRAL] As far as yours are concerned.
[AGENT][NEGATIVE] Oh yeah, yeah, that's what I was saying like yours, yours is not good to go.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's you want that number? OK, is there a cash value? Am I getting something?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me take a look here.
[CUSTOMER][NEUTRAL] Because I was surprised when I initially called I spoke with memory. I don't know if how y'all's phone lines work, but anyway, she said, well, it looks like it has a cash value. I was totally shocked when she said that, so I've sent all the stuff back.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh OK so yeah I do see the last thing on here for yours was.
[AGENT][NEUTRAL] Just a few days ago, cash render in full final settlement. Let's see.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] $2,468. So let me see if that information's been sent out. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Imagine it did um with it just being a few days ago that's probably why.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] This was a cancer policy that I've had for many, many years, and I was just shocked when she said it had a cash value surrender.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, this is a, it's a whole life policy, is this one.
[CUSTOMER][NEUTRAL] Oh, that's right, the whole life, OK, yeah, I'm sorry, I had 3. I canceled that one day, not with y'all, but 3 total, so OK.
[AGENT][NEUTRAL] Yes, yes, no, no, you're fine.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, so I see this was dated the [PII].
[CUSTOMER][NEUTRAL] So that was Friday, OK.
[AGENT][POSITIVE] So yes, um, so that's, yes, that's when it was mailed out to you so you should be getting that soon hopefully.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, and I'll just shred this that I, I didn't even notice it I mean.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, please.
[AGENT][POSITIVE] No, I appreciate you reaching out.
[CUSTOMER][POSITIVE] I don't know if she contacted or if it just got her stuff and my stuff so I don't know anyway, OK, well thank you so much for your help I appreciate it.
[AGENT][POSITIVE] Right, no, that's OK. All right, yes, no, I appreciate you. Yes, ma'am. Thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Alright bye bye.