AccountId: 011433970860
ContactId: ae3b6159-c53e-4834-9235-d8c937cbdcf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1194089 ms
Total Talk Time (AGENT): 448389 ms
Total Talk Time (CUSTOMER): 514947 ms
Interruptions: 9
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/ae3b6159-c53e-4834-9235-d8c937cbdcf7_20250306T17:22_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] This is [PII], and we have been paying on a cancer policy and an accidental policy for 100 years, and I have just been paying on them and don't know really anything about what, what I've got on them. And the accident policy, my husband, I took me off because they told me I was too old, and then that was the year before he was supposed to be too old, and then we haven't canceled it. It's only $9 a month.
[CUSTOMER][NEUTRAL] But he's [PII] old and it's an accident policy. I don't think it would cover him if he had an accident.
[AGENT][NEUTRAL] I can check on it for you. Um, Ms. [PII], do you have the policy number and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I don't have the policy number. I've got where it come out of my account, but I don't have the policy number. It just says it's under [PII] and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Or [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, I'm at home right now [PII]. That's my landline, but my cell phone is [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and let me check and see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's um
[AGENT][NEUTRAL] Is Mr. [PII] the main holder?
[CUSTOMER][NEGATIVE] He is on this. I've already canceled mine off.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And may I have um,
[AGENT][NEUTRAL] Let see. May I have your date of birth for security? I see you was here before. Mhm.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. And I also have his social, but I took it out and put it in my car just a while ago to leave and then I remembered I needed to do this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] It's OK, no problem.
[CUSTOMER][NEUTRAL] I can give you the last four digits though.
[AGENT][NEUTRAL] No, it's fine. It's fine. Um, I'm just gonna ask this as a general question because since you're no longer on the policy, we cannot do any changes, but I can ask this as a general question to see if there's an age limit for the policy to terminate, OK? So bear with me just a second, let me go ahead and call customer service and get this information for you, OK? One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You are
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][POSITIVE] I'm good, so. How are you?
[AGENT][POSITIVE] I'm good, I'm good. Um, I have a question.
[CUSTOMER][NEUTRAL] OK, darling. What you got?
[AGENT][NEUTRAL] Uh, and it, it's gonna be like a general question because I see that this, um, she was the spouse and she was removed, but she wants to know if it applies to the whole policy or it was just her. Um, and it looks like, um, policy number is 70904. It's an old policy.
[CUSTOMER][NEUTRAL] OK then, let's see what we have going on here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] B I M E N da da da da da da da.
[CUSTOMER][NEUTRAL] 70904 OK and.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, [PII] and [PII], yes, mhm. OK.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] So I do see um I got Mr. [PII] on the line which she's already been removed and she said she got removed because of age and she is asking is the age um for the whole policy or is it just for the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, spouse because she said that um if it's for the whole policy, he should be notified so he can cancel the policy, but I'm not, yeah, I'm not sure.
[CUSTOMER][NEGATIVE] Crap, OK, I can't. I know I've been told this 1000 times with the.
[AGENT][NEUTRAL] Girl, I know too. I think they have to too, like, I have heard it before, but at the same time I forget. So I'm like, OK, and then since this one is so old, I'm not sure if the, you know, the rules were different back then, so I have no idea.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Lord, have [PII]. Let me go back while I'm waiting on an answer from Hope Sam's looking at our IMs. Please, I'll be looking insurance does refund your spouse due to remove refund effective [PII]. Wow, she was moved back in [PII].
[AGENT][NEUTRAL] Mhm. She said, I think she was the age of [PII] or something like that, [PII] or something like that. And she said.
[CUSTOMER][NEUTRAL] I'm thinking it's [PII].
[AGENT][NEUTRAL] Yeah, and she said, and we've been paying and paying and paying, but I don't see that they have to say anything about my, my husband. I don't know if he still have this policy or can he even use this policy?
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh that's a good question.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] They gonna owe him some money. I don't know how much she pays a month, they called him.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] But I wonder why this system is not set up to catch shares.
[AGENT][NEUTRAL] Yeah, that's it's weird, but at the same time, they're all policies, so probably that's why. Maybe the old, the newest one have something, but probably the oldest one don't.
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] Girl, girl, girl. That's 64, he's like,
[CUSTOMER][NEUTRAL] I don't know what he is now, but like 72, I think I saw 72, 73, they go mm.
[AGENT][NEUTRAL] 73.
[AGENT][NEUTRAL] Yeah, something like that.
[CUSTOMER][NEUTRAL] I say they as in our company.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] Hold on one second. OK, everybody I need is either on the phone.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Or away or not?
[AGENT][NEUTRAL] Yeah, she's like yep.
[CUSTOMER][POSITIVE] Hold on, we're gonna find this.
[CUSTOMER][NEUTRAL] You know what that add message that that that's where they need to add this so there's nothing in there. That's where that kind of stuff would be nice to have it added where that red down there click on it and it could tell policy terms at.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Yeah. Mhm, yeah.
[CUSTOMER][POSITIVE] That would be an awesome place for those kind of notes to be added.
[AGENT][NEUTRAL] And if
[AGENT][POSITIVE] Yeah, and it's so funny because [PII] just sent us a message asking us what's the reason you will transfer to customer service. I'm like, oh great, look.
[AGENT][NEUTRAL] I got a
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] OK, I'm looking that is familiar but I have to check.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so she's looking for us.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A suggestion you might make to [PII] is literally to have information added in that message saying like.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy terms at this age, you know.
[AGENT][NEUTRAL] Yeah, age, yeah, age stuff, yeah, because in the guru it says that you know that um we just need to call our customer service, but there's gonna be a way like to uh put that information somewhere where it's best.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] But that, that, that uh message place they, they had talked about doing stuff like that at one time and that is the perfect place right there. I mean you just click on it, it would tell any of us regardless who got the call, you know.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. So you said it's the note.
[CUSTOMER][NEUTRAL] Who, when I just click?
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, right there where it says, you know, on the, on PIDAT in the bottom left corner it says edit message. If you click on it, just a blank box pulls up and that's where notes can be added.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] So we need that for all, all, all, all policies, all A2s, A3s, CLS1 thousands, everything, you know, some detailed information right there would be awesome.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so we don't have to be, yeah, hunting, because then we're hunting in the middle of a call.
[CUSTOMER][NEUTRAL] Hold on, I do have somebody looking with me.
[CUSTOMER][NEGATIVE] Oh my goodness, OK, hold on, I'm about to read something to you, shit to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We agree that after issue this policy would never be restricted by additional writer, but your renewal will not be refused because of the policy is guaranteed renewable to your age [PII] by the payment of premiums at the rate in effect at the beginning of the term.
[CUSTOMER][NEUTRAL] Company may change, right, last 30 days. The policy may with consider the company and with benefits 50% reduced.
[CUSTOMER][NEUTRAL] Be renewed after age [PII], but not beyond [PII].
[AGENT][POSITIVE] OK, so it's still good.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, so let's say why she turned.
[AGENT][NEUTRAL] I don't know, but she said she was removed due to age and she was confused because he's still there.
[CUSTOMER][NEUTRAL] Oh yeah, he can stay on there till he's
[CUSTOMER][NEUTRAL] Can be renewed after [PII], but the policy will say she's [PII]. Why was she turned?
[AGENT][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] And I think that's what, I think that's her confusion. Like why was she removed due to age and the policy is still active? and he succeed, yeah, and he succeeded the age, um like he's just a year, you know, older than her, and he's still you know, he still have the policy, so she's confused like why they removed her but mhm.
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] And he's not.
[CUSTOMER][NEUTRAL] 00, OK, cause the spa.
[AGENT][NEUTRAL] It spellsmili.
[CUSTOMER][NEUTRAL] She sent me another one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it says the same thing changes in premium rate.
[CUSTOMER][NEUTRAL] Let's see, be renewed at OK.
[CUSTOMER][NEUTRAL] If if it 50% reduces be renewed after age [PII], the insured named in the policy.
[CUSTOMER][NEUTRAL] But not beyond age [PII] of the insured named in the policy, and this is under spouse accident consideration of the policy to which this writer is attached.
[CUSTOMER][NEGATIVE] It becomes a part thereof and by the pay oh my [PII] I need simple policy terms at this reduces at that. I don't need all this other.
[AGENT][NEUTRAL] Yeah, yeah, so that.
[CUSTOMER][NEUTRAL] You know what I think so I think if I were you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I would put a request for somebody to review the policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And to get back.
[CUSTOMER][NEUTRAL] With the insured and spouse.
[AGENT][NEUTRAL] OK. Do you think I should send a uh a request for customer service?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yes customer service.
[AGENT][NEUTRAL] Customer service, OK, I'll go ahead and do that.
[CUSTOMER][NEUTRAL] OK, yeah, I would do that and tell her that you will have somebody to call her back at the number she's calling from, you know, whatever on file, on file.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. OK. OK. OK dokey. OK dokey. Thank you.
[CUSTOMER][POSITIVE] Uh, I would do that, honey. Yes, please. OK. All right, thanks, dear. Mm bye.
[AGENT][POSITIVE] OK. All right. OK. Have a good day. You're welcome. Bye-bye.
[AGENT][POSITIVE] Thank you for holding and being patient Ms. [PII]. OK, um, I, I have somebody on the customer service department and they're they're.
[AGENT][NEUTRAL] Reviewing the policy and uh they have to go through all the paperwork just to make sure that we have um the correct information. So they asked me if it's OK if they can call back.
[CUSTOMER][NEUTRAL] It is my husband's here right now though, but that's fine. He had just come back in and uh but that's fine. They can call me back after they found out all the information on it, but I also have another policy that's in my name, [PII], and it's a cancer policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That we pay $59 a month. Can you just do one at a time, or do I need to, can I give them both to you at one time?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Go ahead and give me the other policy number if you have it.
[CUSTOMER][NEUTRAL] I have the number. It's just under [PII] and it's a cancer policy I believe.
[AGENT][NEUTRAL] OK. Bear with me just a second. And, OK, and you said that Mr. [PII] is there. Um, let me have him give me, uh, if there's a different number that we need to dial or just to have him to verify that it's OK to call this number back.
[CUSTOMER][NEUTRAL] $59 a month.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh, OK. Do you wanna just talk to him?
[AGENT][POSITIVE] Yes, if you don't mind.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Where'd you go?
[CUSTOMER][NEUTRAL] She wants to know if it's OK for you to call back in my talk turn just tell her, yes, it's OK. It's in your name. What are we talking about? Hello.
[AGENT][NEUTRAL] Hello, Mr. [PII]. Um, I just need to verify some information and get your permission to release information to your wife. Um, may I have your date of birth and a callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You ready?
[AGENT][POSITIVE] Hm. Yes, I'm ready.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'll have to give her the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One. So that is your phone number?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. So I'm gonna go ahead and have somebody research on the question that your wife has and she um she's gonna call back. So it's OK for her to speak to Miss [PII].
[CUSTOMER][NEUTRAL] Yes,
[AGENT][POSITIVE] OK, so I'll let her know that it's OK um to talk to her, OK? Well, thank you so much.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] Have a good day. You're welcome. And we'll be calling you shortly, Miss.
[CUSTOMER][NEUTRAL] OK. The other one is only in my name and it's like I said, it's uh uh I believe a cancer policy for $59.
[CUSTOMER][NEUTRAL] I can work on.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. I, I think I can find them. Let's see. Um, let me see.
[AGENT][NEUTRAL] Another.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, I think I've found it.
[AGENT][NEUTRAL] OK, and he's also under your policy, alright.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] So you, you need to know the same information on this one to see if there's an age limit.
[CUSTOMER][NEUTRAL] Well, that if there's um we just mostly need information on that to know exactly what all it covers. Does it cover, you know, and how it pays kinda, you know, to see if it's worth our continuing to pay it.
[AGENT][NEUTRAL] Oh, OK. So you need the documentation of the policy to be sent out to you so you can look at the benefits.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Got you. OK. Yeah, I can go ahead and get that sent out.
[CUSTOMER][NEUTRAL] The only one that I have is probably in my lockbox and it's probably from when we first took it out and I don't know if it would be, you know, anything and any changes or anything.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] It's OK, yeah, um, let me go ahead and just send the request for this one to go out. Yeah, the other one they will have to make um a research, but this one I can go ahead and send it out to you.
[CUSTOMER][NEUTRAL] That's fine, OK.
[AGENT][NEUTRAL] OK, and we're gonna send this to your home mailing address. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Same address [PII] they should have it, [PII].
[AGENT][NEUTRAL] OK. And you should be receiving the paperwork within 5 to 7 business days. It goes out by regular mail. You're gonna see a big envelope with a lot of papers, and that's gonna be the policy certificate, OK?
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome, and we'll be calling you shortly about the other one, Miss [PII]. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEGATIVE] Yeah, go ahead and call my cell phone on that because I'm probably not gonna be here in the house.
[AGENT][POSITIVE] OK. All right. Well, you have a good day. You're welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] You too.