AccountId: 011433970860
ContactId: af31d7eb-2fe4-4bb8-b505-0d6474fada53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 781250 ms
Total Talk Time (AGENT): 212449 ms
Total Talk Time (CUSTOMER): 355802 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/af31d7eb-2fe4-4bb8-b505-0d6474fada53_20250305T19:21_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII]. My name is [PII] and recently retired, I had several of your insurance policies through, through my employment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and, and that was through a, a local broker. Um, what I'm waiting on, what apparently was mailed out, just checking to make sure it was mailed out, was the forms to continue with some of those voluntary insurances and paying for them out of my, out of my bank account instead of out of my employment, once I'm retired now.
[CUSTOMER][NEUTRAL] That makes sense.
[AGENT][NEUTRAL] Uh, let me, let me get your policy number, [PII], and then I can take a look at it, OK? And we can push forward from there.
[CUSTOMER][NEUTRAL] Sounds a little
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, I can give you everything, but I don't know my policy number, um, off the top of my head. Oh, wait, wait, maybe I,
[CUSTOMER][NEUTRAL] OK, I had.
[CUSTOMER][NEUTRAL] Long-term and short-term disability, accident, critical illness, and life insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it looks like I, it, let me give you see if my life was the life insurance policy number 22.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 91157.
[AGENT][NEUTRAL] OK, what's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] And I can repeat that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, as you stated, the policy number that you gave me is for your, for the life, then you had a critical illness in a group accident. Are you aware that these policies are no longer active?
[CUSTOMER][NEUTRAL] I, well, that's what I've been trying. I, I wasn't sure. That's what I've been trying. Um, my local broker who, who I got these through, um, is a [PII] of R&D Insurance, and I informed, and I informed him.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, you know, before retirement, these are what I'd like to keep and whatnot, and I guess he was contacting, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Contacting APL and, you know, apparently, I need to fill out paper forms, um, and I guess he was having trouble.
[CUSTOMER][NEUTRAL] Getting a response or getting the forms to me. And the last I talked to him yesterday, he had said that APL, APL had sent out those forms on the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What forms do you know?
[CUSTOMER][NEUTRAL] Um, the
[CUSTOMER][NEUTRAL] Well, it would have been the forms to continue with.
[CUSTOMER][NEUTRAL] With some of these insurances, since I had retired, and they were, yeah, then, and they
[AGENT][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh they normally they were taken out of my paycheck, but I need to have them taken out of my bank account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have been, yeah, that's, that's the gist of it.
[AGENT][NEUTRAL] OK. All right. So let me look under each of these policies.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can give you the number, and, and you can probably see him, but, um, I didn't want to keep a long-term or short-term disability cause I'm retired. I did want to, I did want to keep the accident and the critical illness insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I did not want to keep the life insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and I, the mail came today, and the forms were not in the mail, maybe tomorrow, I don't know.
[AGENT][NEUTRAL] OK, let's see one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] [PII] did give me an extension number, but that did not work when I called.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] All right, so it looks like you were uh sent a method of payment letter.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And that would be converting to you paying the premiums and that looked like it was mailed out to you on the [PII]. You have not received that letter?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Not yet, no.
[CUSTOMER][NEUTRAL] Mail I waited until the mail came today too, and it did, but
[AGENT][NEUTRAL] Verify your date of birth, [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so do you want me to change it, your work? Mhm.
[CUSTOMER][NEUTRAL] You might have
[AGENT][NEUTRAL] I have your work on.
[CUSTOMER][NEUTRAL] Well, I was gonna say.
[CUSTOMER][NEUTRAL] No, go ahead.
[AGENT][NEUTRAL] No I was gonna ask you, do you want us to update your email to your Gmail?
[CUSTOMER][NEGATIVE] Yes, yes, because I don't have the woke email anymore, the [PII]. That's, yeah, that's not.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I think there's a delay in our conversation, so don't think I'm overs speaking you I think there's a delay.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you go ahead and give me your OK, can you give me your Gmail account again?
[CUSTOMER][NEUTRAL] I'm patient
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So [PII] [PII], which is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And I'm just gonna repeat it back to you just to make sure.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So I have [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct. You got it.
[AGENT][NEUTRAL] OK, let me get that updated.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I'm gonna get you over to customer service and see.
[AGENT][NEUTRAL] If they can uh reissue that mode of payment letter, excuse me.
[AGENT][NEUTRAL] To the address that you verify because I think you, you would have received it by now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I kind of would have thought, I don't know where's it coming from.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So give me 1 2nd.
[CUSTOMER][NEUTRAL] And you'll call
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah, you're calling it, you're calling it a mode of payment right?
[AGENT][NEUTRAL] You know, you're you're gonna be paying the premiums yourself, right? You wanna continue the coverage but you're paying it and so they'll send you a mode of payment asking you how do you wanna pay it monthly, quarterly?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] That you know, the mode in which it's paid out of your account.
[CUSTOMER][NEUTRAL] Got you. OK.
[AGENT][NEUTRAL] And so it's a document that you sign and send back to us, but let me get you connected to that area. I will explain your concern and then they could further assist you to uh uh further assist you, [PII]. And did you have any other questions before I get you, uh, connected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, you've been helpful. I thank you very much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome, sir. Thanks for calling APL and give me one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Good, I have an insured on the phone. Um, his policy number is 229.
[AGENT][NEUTRAL] 1157 for [PII]. I see that uh uh I think it's a mode of payment or letter was mailed over to him but he's not received it yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He's wanting to keep his policy.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Policies he can, but anyway, um, can that be resent to him?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, let me see.
[CUSTOMER][NEUTRAL] Let me look up the policy real quick.
[CUSTOMER][NEUTRAL] 91157.
[CUSTOMER][NEUTRAL] Uh, it's making me put a note in this one.
[CUSTOMER][POSITIVE] I know I know it's are important.
[AGENT][NEUTRAL] I know time is like.
[AGENT][NEUTRAL] Not now.
[CUSTOMER][NEUTRAL] Yeah, uh-huh, I'm not through, I'm not through.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] And you verified his address and everything?
[AGENT][NEUTRAL] He's fully verified.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Pockets for each letter I'll see that that letter was sent.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, let me check and make sure if it's an imaging I can email it to him or.
[AGENT][NEUTRAL] Yeah, I, I didn't see it.
[CUSTOMER][NEGATIVE] Yeah, I don't think they're imaging these things like they should be.
[AGENT][NEUTRAL] Yeah, I didn't see it.
[CUSTOMER][NEUTRAL] She ordered it now she ordered it on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I can order it again for him and it'll go out in the mail or I can print it up myself and email it to him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think he probably will like it emailed.
[CUSTOMER][NEUTRAL] OK, you wanna transfer him to me or?
[AGENT][NEUTRAL] I can, I can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All [PII], here it comes. Thank you.
[CUSTOMER][NEUTRAL] Mm