AccountId: 011433970860
ContactId: 9be86185-1da4-4852-a4c0-15b7dbc0e492
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 717799 ms
Total Talk Time (AGENT): 178112 ms
Total Talk Time (CUSTOMER): 442213 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/9be86185-1da4-4852-a4c0-15b7dbc0e492_20250312T19:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, um, [PII], is that what you said?
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII], OK. I just wanted to address you. I'm sorry, [PII]. Um, this is [PII]. This is [PII]. I got a um letter in the mail. Actually, I got two of them, and I was like, I didn't understand what's going on. OK, one of them says policy certificate number 0047633.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] And then I have the same policy certificate number ending in 4.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][MIXED] Years, many years ago, whatever, I took out, and this is sad to say, but girl, I know it was a life insurance policy for $250 on both of my girls. And then I took out some kind of help thing on them as well. And I know, you know, it's been coming out of my account every month, and I got these, and I was like, what, what's going on? Why would they have canceled?
[CUSTOMER][NEUTRAL] You know, the, the two policies don't make sense because the life insurance I know, um, and I'm just kind of wanting to verify what's going on because it's just saying our records indicate you're dependent lender Godwin is attained the age of expiry under the provisions of the policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with that, but I think I wrote down the wrong policy number cause.
[CUSTOMER][NEUTRAL] And it's two different, OK.
[AGENT][NEGATIVE] I'm missing a number.
[CUSTOMER][NEUTRAL] OK sweetheart, it's um 0047636933. Now that's one of them and then the other one is 00476934 and they're both on Landry and then I wanna move on to my daughter's and on hers and ask the other daughter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, this is your cancer policy.
[AGENT][NEUTRAL] And once they turn once they turn [PII], they come off.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Uh, OK, so which one is the?
[AGENT][NEUTRAL] I'm showing.
[AGENT][POSITIVE] I'm showing Caitlin is still, yes ma'am, and this I'm showing Caitlin is still on there with you.
[CUSTOMER][NEUTRAL] One of them is the cancer policy.
[AGENT][NEUTRAL] Uh, and the rest have aged out.
[AGENT][NEUTRAL] And let's see the other policy.
[AGENT][NEUTRAL] Is the cancer lump sum.
[CUSTOMER][NEUTRAL] And now let me
[CUSTOMER][NEUTRAL] Oh, OK, OK, so one of them, one of the 33 was a cancer policy and that, you know, she dropped off at [PII], right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, and then the other policy was a what now? a cancer lump sum?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, uh-huh. That pays just a, a flat amount if you are diagnosed with cancer.
[CUSTOMER][NEGATIVE] OK, now what was I paying on both of these policies a month just so that I know I don't want it to keep coming out, you know.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, the cancer, um.
[AGENT][NEUTRAL] It's 1580 per month.
[AGENT][NEUTRAL] And the cancer lump sum.
[AGENT][NEUTRAL] Is 5:30.
[CUSTOMER][NEUTRAL] OK, alright, um, now on that, so on the cancer policies I know um.
[CUSTOMER][NEUTRAL] You know, we added um.
[CUSTOMER][NEUTRAL] I added my husband, and then, you know, all of our depending children or whatever. So [PII] is the only one that's on there. Now,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I understood that because I was thinking [PII] was on there. He's not on there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I see [PII], [PII], [PII], and [PII].
[AGENT][NEUTRAL] Let me pull up the application and see what's on the applications.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With that many it could easily have been missed because it would have had to been on like the back page or something, so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And while I'm pulling that up, do you mind if I verify your information, make sure we still have current information?
[CUSTOMER][POSITIVE] Sure, sure, sweetheart. Sure.
[AGENT][NEUTRAL] Um, I need your date of birth, uh, date of birth, your address, and phone number.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] OK, it's [PII] and it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um phone number is [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] Um, mm, I probably need, let me see, I'm more wondering if I need to change it. It's probably gonna be because I got hacked on my Gmail, um, so is that [PII] or [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, I got hacked on that, so.
[CUSTOMER][NEUTRAL] What happened if somebody got a VPN put on my phone, da da da da da. So it is actually [PII]. So can I change that?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see and what's your new email?
[CUSTOMER][NEUTRAL] OK, um, it would be I'm probably gonna change it, um.
[CUSTOMER][NEUTRAL] I'm thinking about putting my business email on there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let, let me check, OK, so.
[CUSTOMER][NEUTRAL] These are all strictly just cancer, right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, um, just go ahead and put my um.
[CUSTOMER][NEUTRAL] Business email on there and then that will be better that I know directly it's coming, you know, coming to me and checking it lord as I get older, you know, all these emails so it would be um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], is the [PII]. owner working now?
[CUSTOMER][NEUTRAL] For mear Electric. I know.
[CUSTOMER][NEUTRAL] I, I've got like one email.
[CUSTOMER][NEUTRAL] Because I'm thinking, I mean I would want to put it I mean it could come in [PII] owner but is there, can you send it to 2?
[AGENT][NEUTRAL] Uh, I only have
[CUSTOMER][NEUTRAL] Or is it just allow you with?
[AGENT][NEUTRAL] I just have one space for an email.
[CUSTOMER][NEUTRAL] OK, um, and I'll call on the email and see we're just, we bought Mr. Electric and that's why, um, [PII], tell me the exact [PII] email that we got from Mr. Electric other than the [PII] owner.
[CUSTOMER][POSITIVE] That one with me today so fine.
[CUSTOMER][NEUTRAL] OK, so what is my email is what I'm asking you my new business email. OK, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] Electric.
[CUSTOMER][NEUTRAL] Um, [PII], right? Oh, it is [PII] OK, OK, it's actually [PII]. Owner and then it's lowercase [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I've got that added or changed for you.
[CUSTOMER][NEUTRAL] Now what did I tell you one more time, make sure [PII]. owner [PII]. OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] That's it. OK. That way, and he said that we were getting them and now I, we get, they all come to Jackson owner and then our individual ones come to the Jackson owner too, but that way I'll, I'm trying to condense down and get everything going to one. I just can't check them all, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so like on the application for these like with my.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, with like insurance that passed the law, you know, that you can have your uh grandchildren that, you know, live partially with you or whatever on the premiums. And that's why I was thinking that [PII] was on there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And if not I need to get an updated form and add add them to it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely. Oh, here's the application.
[CUSTOMER][NEGATIVE] I mean, God forbid, you know, you never want to think about.
[CUSTOMER][NEUTRAL] Add your
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You know, but
[AGENT][NEUTRAL] OK, here's an application.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] But now I can't, I can't add them, add them even though their names, you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because they live with me.
[AGENT][NEUTRAL] Uh, if they're your dependents. Yes, they're your dependents.
[CUSTOMER][NEUTRAL] 75% of the time.
[CUSTOMER][NEUTRAL] Only if they're dependent.
[AGENT][NEUTRAL] Right. Mhm.
[CUSTOMER][NEUTRAL] OK, so it would be like a tax thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. I've got [PII].
[AGENT][NEUTRAL] The image just sideways. uh [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], and let's see maybe it's on.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's written on the side.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, they're probably off now because they're [PII].
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] But that's all that was on the application was those.
[AGENT][NEUTRAL] [PII] was not on there.
[CUSTOMER][NEUTRAL] OK, would you, OK, would you just, um, reissue and send me to that, um, OK, so what will be coming out now on the.
[AGENT][NEUTRAL] Um, the
[CUSTOMER][NEUTRAL] Just the, the
[AGENT][NEUTRAL] The total would be 2120.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so basically, OK.
[AGENT][NEUTRAL] It's, it didn't change because you've still got one child on there.
[CUSTOMER][POSITIVE] OK, got you, got you.
[AGENT][NEUTRAL] And the cancer, um.
[AGENT][NEUTRAL] would stay the same even when the oldest one or the youngest one comes off.
[AGENT][NEUTRAL] Cause we don't have a
[CUSTOMER][NEUTRAL] Right. And let me ask, right.
[AGENT][NEUTRAL] Couple coverage.
[CUSTOMER][NEUTRAL] Let me ask you something because I've thought about over a period of time, you know, gosh, we've had this since we were.
[CUSTOMER][NEUTRAL] Young, young, whatever. And I hope that I never have to face that. We don't have any in the family or nothing. But as far as opening it,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you increase?
[AGENT][NEUTRAL] No, ma'am, not since it's, it's, yeah.
[CUSTOMER][NEUTRAL] The cancer
[CUSTOMER][NEUTRAL] This is just one that's
[AGENT][NEUTRAL] We
[AGENT][NEGATIVE] Yeah, we don't even sell this anymore. Right.
[CUSTOMER][NEUTRAL] Yeah I don't think, you know, like, OK.
[CUSTOMER][NEUTRAL] Oh, OK. OK, this is just an old, like I said, it's an old, old policy because I didn't realize I was like, I was thinking it was the life insurance and I was like, you shouldn't come off the life insurance, you, you know, now and, and so it's the cancer. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][POSITIVE] All right, I wanted to verify that. Well, I sure do appreciate it sweetheart and um I hope you have a great day.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] OK, thank you. Is there anything else I can help you with, sir?
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] Yeah, ma'am, that's all thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day too.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.