AccountId: 011433970860
ContactId: 8dbd3501-5076-4fd5-9ded-851ed56ce865
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 953580 ms
Total Talk Time (AGENT): 310825 ms
Total Talk Time (CUSTOMER): 377414 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/8dbd3501-5076-4fd5-9ded-851ed56ce865_20250305T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], uh.
[CUSTOMER][NEUTRAL] I am, I've got a policy for you guys, uh, that I've had for years and I don't, I really don't even know what I have. My, my mother wrote it, um, when I was younger and.
[CUSTOMER][NEUTRAL] It, I need to change the bank account now um that that it drafts out of and then also I would like to.
[AGENT][NEUTRAL] Sir?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes sir I can hear you.
[CUSTOMER][NEUTRAL] OK, uh, so I, I would like to change the bank account that it drafts out of, and then I would also like to know what I'm, what, what my policy is. I don't, I don't have a policy, so I'd like to maybe get a copy of it or something.
[AGENT][NEUTRAL] OK, alright, I can help you with um your policy, sir. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] I can give you my name. I do not know my policy number. Uh, my name is [PII].
[AGENT][NEUTRAL] OK, [PII], um, since you don't know your policy number, can I get your social security number and that'll pull the policy in for us?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick, sir.
[AGENT][NEUTRAL] OK hey [PII], I think I have the policy pulled that verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, my address, is that what you said?
[AGENT][NEUTRAL] Yes, so
[CUSTOMER][NEUTRAL] Uh, my address is [PII].
[AGENT][NEUTRAL] OK, so I have an address on [PII] is that no longer your address, sir?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that hadn't been my address in years. That was my address when I was a kid.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Um, that my dad, my dad still lives there, uh, [PII], um, but I don't live there anymore.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK alright so I will make sure I get that address corrected for you too, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I got part of it. I got [PII].
[CUSTOMER][NEUTRAL] Southwest
[CUSTOMER][NEUTRAL] Summit, Mississippi 39.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, alright, and [PII], do you have an email address?
[CUSTOMER][NEUTRAL] Uh, yeah, you can just use [PII].
[AGENT][NEUTRAL] OK, let me get that updated for you also. And then one last verification, can you give me your phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you sir and if our call gets disconnected at Brad is that a good number to call you back at?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you, sir.
[AGENT][NEUTRAL] Alright, let me go in first and get this um.
[AGENT][NEUTRAL] Address corrected for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And another question I have for you, sir, I know you wanted to change the bank account number is the routing number going to change?
[CUSTOMER][NEUTRAL] Yes ma'am, it's a totally different bank.
[AGENT][NEUTRAL] OK alright let me get this address changed and then I'm gonna need to email you a bank authorization form so that you can fill that out and send it back to us so that we can change your bank information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I think I'm about almost got you finished here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm gonna check it real quick and I'll make sure it sticks.
[AGENT][NEUTRAL] And I don't have to do it again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then the email address that I'm sending this to is [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold so I can send that email to you while we're on the phone together and make sure it goes through, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it's gonna be a brief hold, [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] Love you too.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I've got that.
[AGENT][NEUTRAL] Um, bank authorization form on its way to you now by email.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK. So looking at your policy, this is a lump sum cancer policy.
[AGENT][NEUTRAL] That you have.
[CUSTOMER][NEUTRAL] OK, so lumpsum meaning if
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Right. So if in the event, if you, and this is just to verify your benefits, it's not a guarantee of payment. So in the event if you ever get cancer, this has a lump sum payment of $50,000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I remember that OK.
[CUSTOMER][NEUTRAL] And so how long does it last, I guess? Like, is there a, is there a date on this policy that benefits or, I mean, I'm [PII] now. Does it, does it last forever or just curious.
[AGENT][NEUTRAL] Right, um, let me pull up the policy real quick and see if it says anything about the termination date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I remember my mother actually wrote this policy. She sold insurance through you guys years ago and she.
[AGENT][POSITIVE] Oh, wow. Cool.
[CUSTOMER][NEUTRAL] Yeah, and she, she, I actually sell insurance now, so, uh, taking after her and I've been doing it for 22 years, uh, 22 years now.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] But she actually passed away in [PII], and, um, so I've had this policy a long time. She actually died from cancer and, uh, at age [PII], she was very young, um, so.
[AGENT][POSITIVE] Oh, I'm sorry to hear that.
[AGENT][NEUTRAL] Yes, that is young.
[CUSTOMER][NEGATIVE] Yeah, it was terrible, um, terrible, terrible, terrible. I know you probably have dealt with that in your life. Everybody seems to.
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][POSITIVE] Seems to not miss anybody, family.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. It seems like it's just rampant too, um.
[CUSTOMER][NEUTRAL] It is crazy.
[AGENT][NEGATIVE] Yeah, it's so sad.
[AGENT][NEUTRAL] I'm not seeing anything about a termination date on your policy.
[AGENT][NEUTRAL] So I believe as long as the.
[CUSTOMER][NEUTRAL] OK, that's fine. I was just curious.
[AGENT][POSITIVE] Right, as long as the um premiums are kept paid, I think you're gonna be just fine.
[CUSTOMER][NEUTRAL] OK, so let me ask you this. I mean, when I, when I, when she, when I took this out years ago, I don't even know what how old I was at the time, but um.
[CUSTOMER][NEUTRAL] I wasn't married, um, I know for sure then, but.
[CUSTOMER][NEUTRAL] Uh, I have been for a long time now. Is, is this a policy that, that.
[CUSTOMER][NEUTRAL] You can add a spouse or, or not, is that not an option or I'm just curious.
[AGENT][NEUTRAL] Well, um, for qualifying events, it needs to be done within 30 days of the marriage.
[CUSTOMER][POSITIVE] OK, I got you.
[CUSTOMER][NEUTRAL] Well, we've been married for 18 years so we can't do that.
[AGENT][NEUTRAL] Oh, well, that
[AGENT][POSITIVE] Well, congratulations on your 18 years.
[CUSTOMER][NEUTRAL] I was just curious. It's, it's fine. I just didn't know, uh, I know that she, I have another cancer policy that my mother wrote me as well, and I know that my wife is on it, uh, and it's not through, it's not through American and Public though. It's actually through Transamerica Life Insurance Company. And so, um.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well I think you've answered my questions, but I do need to change the bank account so when once I get that email I'll uh I'll get that filled out and um and sent in and uh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I think, I think that's all. Actually, I've already, I got the email. I'm looking at it now, so that's good. I'll, um, get that sent in. I appreciate your help and that, that amount, that's 2375 currently, right? Is that right?
[AGENT][NEUTRAL] The amount on the policy. Give me one second and I'll go look.
[CUSTOMER][NEUTRAL] Right, the the.
[CUSTOMER][NEUTRAL] The premium.
[CUSTOMER][NEUTRAL] 2375 a month.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Let me get over there real quick.
[AGENT][NEUTRAL] Yes, 2375.
[CUSTOMER][NEUTRAL] OK, and so I guess while you're looking at that, is that ever subject to change?
[CUSTOMER][NEUTRAL] Or do you know
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me see if it says anything about.
[AGENT][NEUTRAL] age [PII], um, as far as premium changing.
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] I do not see anything about it changing at any age limit.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, looking at the, the original policy that was actually written, um, I don't see that.
[CUSTOMER][POSITIVE] Well, good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So it looks, everything looks good.
[CUSTOMER][POSITIVE] Wow, OK.
[AGENT][NEUTRAL] And and she got it
[CUSTOMER][POSITIVE] It's a pretty good policy then.
[AGENT][POSITIVE] Yes, it is. It's a very good policy. Uh, she actually took this out for you when you were [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Well, wow. That was, uh, so that was right before, that was right before she passed away then because she, uh, I was [PII] when she, uh, when she died. What, um, what year was that? Was that [PII] or 003 or [PII]?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes sir, I'm looking at 04.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 04, yeah.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] You know, uh, I'll tell you this and.
[AGENT][NEUTRAL] Yeah, that's been a long time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It has been a long time. Um, so I'll tell you this, not that you care, but this is an interesting thing. So I started with my company in 003 and, uh, I sell life insurance and, and all kinds of other things as well. But the very first life insurance policy that I wrote was actually on my mother.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And the very first policy that actually that I, you know, had a death claim on was, was on my mother as well, um, so.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Oh, wow.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Yeah, so, anyways.
[AGENT][POSITIVE] Oh, well, I do appreciate you sharing that with me though, [PII].
[CUSTOMER][NEGATIVE] It's Terrible
[AGENT][POSITIVE] Sounds like she left a good legacy for you.
[CUSTOMER][POSITIVE] She was a very sweet person for sure. um, Mr. [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEGATIVE] Yes, and you're making me miss her and I didn't even know her.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] She, well, she, she never met a stranger. She was a, she was a special, special, special person. I'm not just saying that cause she was my mother, but um it's just the truth. So anyways.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir. Gosh.
[CUSTOMER][POSITIVE] Well, I appreciate your help. Uh, thank you so much for your help, and I'll get this sent in and, uh, hope you have a great day.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] You too [PII]. I hope you have a blessed one and I do appreciate you calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you so much for being so transparent with me. I appreciate it.
[CUSTOMER][POSITIVE] Thank you. Thank you.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. Have a great day.
[AGENT][POSITIVE] All right. You're welcome, sir. Bye bye. Thanks for calling APL.
[CUSTOMER][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] Yes, ma'am.