AccountId: 011433970860
ContactId: a7bb1438-2ddc-42d2-bcf2-5f975bea0f2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371480 ms
Total Talk Time (AGENT): 120143 ms
Total Talk Time (CUSTOMER): 105733 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/a7bb1438-2ddc-42d2-bcf2-5f975bea0f2e_20250310T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My husband worked for Hirschbach Transportation.
[CUSTOMER][NEUTRAL] And he had a stroke on the job.
[CUSTOMER][NEGATIVE] And it is not able to go back to work and we're trying to figure out.
[CUSTOMER][NEUTRAL] Is it an option that UTVA or American Public Life?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If we pay the policy, if we can still keep it.
[CUSTOMER][NEUTRAL] Um, active.
[AGENT][NEUTRAL] Yeah, we can definitely take a look to see if it's something that can be continued. Do you have his policy number?
[CUSTOMER][NEUTRAL] I do, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see where's it at? I got a group number.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] I got a group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group affiliate, group number.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] 200.
[CUSTOMER][NEUTRAL] I can't tell if that's 42.
[CUSTOMER][NEUTRAL] 40s, yeah.
[CUSTOMER][NEUTRAL] 500, I'm sorry.
[AGENT][POSITIVE] That's all right.
[AGENT][NEUTRAL] Um, do you see like a certificate number, anything like that?
[CUSTOMER][NEUTRAL] Um, affiliate number?
[CUSTOMER][NEUTRAL] I see member name member number.
[AGENT][NEUTRAL] What's the member number?
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 15795
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's try that.
[AGENT][NEUTRAL] OK, and then let me verify uh his first last name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then birthday is [PII].
[AGENT][NEUTRAL] Thank you. And then last piece of verification I need is just the mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. So let me take a look and see.
[AGENT][NEUTRAL] OK, so it looks like if you're wanting to continue this on.
[AGENT][NEUTRAL] Um, it looks like that would actually go through UTBA directly, and I have a phone number, um, that I can give you and also transfer you to, um, this is who you would speak about, uh, speak to about any sort of like cancellation policy continuation things of that nature. Do you wanna take down the number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so their number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] I just called them and nobody's answering.
[AGENT][NEUTRAL] Oh, so sorry, um.
[AGENT][NEUTRAL] Yeah, the information that I have is for this group that all those enrollment uh continuations go through them.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, can you transfer me over back to there?
[AGENT][POSITIVE] Yeah, absolutely, uh, let me, yeah, let me just place you on a.
[CUSTOMER][NEUTRAL] Uh, ma'am.
[CUSTOMER][NEUTRAL] Wait, [PII]'s.
[CUSTOMER][NEUTRAL] Could, could you tell me how much the how much it is a month for that or I do I need to find out from them.
[AGENT][NEUTRAL] Um, let's see, the premium on this is showing 16019.
[AGENT][NEUTRAL] But that could change or be different. So, um, as far as con continuing it on what the cost would be, you definitely want to verify that with them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But that's the premium as of right now is the 16019.
[CUSTOMER][POSITIVE] All right. Thank
[CUSTOMER][NEUTRAL] And that's monthly or weekly?
[AGENT][NEUTRAL] Yeah, monthly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, let me.
[CUSTOMER][NEUTRAL] Wait for them to try and pick up the line again.
[AGENT][NEUTRAL] OK, let me get, let me call over there, one moment.
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[CUSTOMER][NEUTRAL] Capital Group ETA.