AccountId: 011433970860
ContactId: a36c5c02-d113-4a52-8ef2-f95fe6b822b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390420 ms
Total Talk Time (AGENT): 199774 ms
Total Talk Time (CUSTOMER): 124470 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/a36c5c02-d113-4a52-8ef2-f95fe6b822b8_20250324T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] on the care team. I have uh [PII]. Um she has some questions about her life insurance policy, um, and like that the renewable part of it.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] and what that means for like premiums and then also she's going through a divorce and she needs to get her husband off of the policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, is that something you can help her with?
[AGENT][POSITIVE] Um, yes, I can.
[CUSTOMER][NEUTRAL] OK, um, I've got her policy number and then I do have, I, I did verify all of her information.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, her policy is 637237.
[AGENT][POSITIVE] Alright thank you give me just a second while I pull it up.
[AGENT][NEUTRAL] 7237.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] Web, yes, and then she, I, I didn't know if I can I send her a beneficiary new beneficiary form or is that something you do?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, you can go ahead and send her. Yes, you can, um, send it to her. Mhm.
[CUSTOMER][NEUTRAL] I wasn't sure on which
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, perfect. I told her I would do that so I'm gonna transfer her on through. Thank you so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hello, good morning, Miss [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that you have questions about your renewal with the policy and um coverage changes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, Ms. [PII]. As for um renewal, it will automatically will continue the same. Um, I do see here that
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] It is already with
[AGENT][NEUTRAL] A coverage only for you.
[AGENT][POSITIVE] Um, that is interesting.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Because I had 8000 and my husband, we're still married.
[AGENT][NEUTRAL] OK, let me just a second to review it because um I'm looking at information here and it doesn't match what I was told.
[AGENT][NEUTRAL] OK, as for the renewal date, it won't be until [PII], um, for that 20 year renewable and convertible policy. Um, I do see here that your husband is um covered and
[AGENT][NEUTRAL] As for dropping him, unfortunately, I don't have the premium um how much it would change if we do the, the drop right now, but it will request a little bit of um research and looking at those changes for you. Um, would you like me to
[CUSTOMER][NEUTRAL] Well, I'll hold off on, on dropping him off cause we're not divorced right now. We're still married.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And that's the only life insurance he has, and I don't want to.
[AGENT][NEUTRAL] OK, uh, sorry.
[CUSTOMER][NEGATIVE] You know, give up yet. That's too much information.
[AGENT][NEUTRAL] OK, sorry.
[CUSTOMER][NEUTRAL] So um when will I be able to find out what my premiums would be?
[AGENT][NEUTRAL] Um, I can have a representative go ahead and take care of it, and they can um email it if you would like us to or give us, uh, or give you a call back with how much that premium would be for you.
[CUSTOMER][NEUTRAL] Oh, email is fine.
[AGENT][NEUTRAL] Email is fine. Alright, let me see if we have any in record and if it works for you still.
[AGENT][NEUTRAL] OK, we have um web [PII]. Is that a good email that we can still use?
[CUSTOMER][NEUTRAL] Yes, and it's 3 B's in a row.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. I just, I don't know why my brother was helping me get my own account. I, I think, oh Lord, I always want to tell everybody it's a [PII] plus [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, yes, [PII] as your last name. I will get for your um first name [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. All right.
[CUSTOMER][NEUTRAL] And I did want to change my beneficiary, and she's gonna mail me a form.
[AGENT][NEUTRAL] Mhm, yes, um, that form.
[CUSTOMER][NEUTRAL] Which I can do that regardless of whether or not we stay married, right?
[AGENT][POSITIVE] Mhm, yes, you can, you can uh.
[CUSTOMER][POSITIVE] You can always change your beneficiary. Thank you.
[AGENT][NEUTRAL] Mhm. Yes, you can always have whoever you.
[CUSTOMER][NEUTRAL] And it's 100,000, OK, sorry.
[AGENT][NEUTRAL] Yes. Yes.
[CUSTOMER][POSITIVE] I didn't mean to interrupt you. You've been so sweet.
[AGENT][POSITIVE] Oh no, you're good. No, you're good. Um, yes, we do have that 1000.
[CUSTOMER][NEUTRAL] Does this policy have a cash value, like, you know, could you cash it out?
[AGENT][NEUTRAL] Um, as for that, um, since it is a whole life.
[AGENT][NEUTRAL] Uh, unfortunately, I don't have all that information for the policy type, um, but if you would like to know about it, I can also place that same question into the same request. Um, so whenever you get emailed back, you receive all of those um responses to your questions.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Sweet. OK. Well, you have a good day and I appreciate all your help. You take care.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. You too. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK. Bye-bye.