AccountId: 011433970860
ContactId: b1a1baf0-2448-4974-a17c-434141a54b72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 562190 ms
Total Talk Time (AGENT): 293583 ms
Total Talk Time (CUSTOMER): 211961 ms
Interruptions: 5
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/b1a1baf0-2448-4974-a17c-434141a54b72_20250303T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Oh, [PII], [PII], [PII], it's [PII].
[AGENT][POSITIVE] Good morning.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] What's going on?
[CUSTOMER][NEUTRAL] So I have a call that I've never gotten before and actually you have talked to this man before and I'm not sure that I understand what he's asking.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is 197.
[CUSTOMER][NEUTRAL] 2727 for [PII].
[CUSTOMER][NEUTRAL] OK, so while you're pulling the information I have him on hold um I wasn't planning on transfer him because I really don't know where I'm supposed to transfer him to.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So this is a term life or a group life policy.
[CUSTOMER][NEUTRAL] Well, he says that he is completely disabled, that he has pancreatic cancer.
[CUSTOMER][NEUTRAL] And he's wanting to enact his disability writer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now there's talk in here about conversion and all of that. I don't.
[CUSTOMER][NEUTRAL] I don't know what that means.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] What I'm getting from him is that he's, that's what he said to enact the disability rider that's on his policy.
[AGENT][NEUTRAL] Um, I looks like I transferred him back to the customer service team about the conversion questions because I told them we needed the claim form insured statement doesn't look like we've received any of that, have we?
[CUSTOMER][NEGATIVE] So confused.
[CUSTOMER][NEUTRAL] Mm mm. No, he says nobody ever told him about that.
[AGENT][NEUTRAL] Um, yes we did.
[CUSTOMER][NEUTRAL] So I mean I believe that I mean you know what I mean but that's so he's asking me if I can email the claim form is that what I'm needing to do is email him a disability claim form?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, because if he's claiming disability we have to have that disability claim form that includes the insured statement attending physician statement, and then of course the employer.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] This will be UTBA to help him with that.
[AGENT][NEUTRAL] Right, so it does look like that that's, I mean we can't really tell him much more than that. I mean, I'll talk to him again if you'd like um, it looks like, like I said that I transferred him back to the uh customer service team more than likely that's where uh the information that I obtained probably by reaching out it doesn't, I don't say that but I don't know anything about this, so, um, I don't, you know, they threw us on to this.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, I'm sorry, my apologies. It is, it was a hub request, so I see the hub request. So yeah, we, I called him back and told him what we needed and I believe like I said, um, Deleia or somebody must have um helped me with this because we, you know, I I was very specific, right? I was specific as to, you know, all parts of the claim form must be filled out and he.
[CUSTOMER][NEUTRAL] Mhm. I've never had one like this.
[AGENT][NEUTRAL] Has to be disabled for 6 months before the waiver can be applied.
[AGENT][POSITIVE] And I think that means the premium waiver.
[AGENT][NEUTRAL] But he also had questions about converting the policy and I of course don't know anything about that and that's why I say I transferred him back to memory.
[CUSTOMER][NEUTRAL] So I think, I don't know what, I think there's some confusion on the conversion because he used that verbiage with me first.
[CUSTOMER][NEGATIVE] But he's saying no he's not wanting to convert it to anything he's wanting to enact the disability writer.
[AGENT][NEUTRAL] Right, and that's what we told him the last time. See that's where it got put in the hob request if I'm not mistaken, he wanted to talk about conversion, so of course I had no idea.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then, um, so after I, um, like I said, researched a little further and I talked to him, he told me that he needed uh to claim disability.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I don't know anything of course anything more than that is that we need that claim form.
[CUSTOMER][NEUTRAL] OK, so I just need to tell, so OK, just tell, I'll email him the claim form.
[CUSTOMER][NEUTRAL] And that's what he needs to complete.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Um, uh, that's the way it looks to me because at this point we haven't received anything.
[CUSTOMER][NEUTRAL] OK. Cause I think there's
[CUSTOMER][NEUTRAL] Right, no, because he said, like I said a minute ago that we didn't tell him that we needed a claim form and he wanna know if I could email him one. I was like, I mean, I already seen your notes. I need that one.
[CUSTOMER][NEUTRAL] You know what I mean, I knew I wouldn't.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Chart.
[AGENT][NEUTRAL] Did I
[AGENT][NEUTRAL] Did I send him a claim form?
[CUSTOMER][NEUTRAL] Uh, it doesn't say.
[AGENT][NEUTRAL] I'm looking in SharePoint now to see if there's a request out there.
[AGENT][NEUTRAL] I don't see one.
[AGENT][NEUTRAL] And usually if I say send it to him I say I did.
[AGENT][NEUTRAL] You know what I mean just to kind of cover my.
[CUSTOMER][NEUTRAL] Yeah, oh I do. Mhm. Mhm. What did I do it too.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Like I said, I was kind of thrown off because the message said about converting his policy, but then when I talked to him he says oh he needs to file this ability.
[AGENT][NEUTRAL] He wants to claim disability so I was like, OK, well what does this pay disability I'm like I said, I'm, I was confused.
[CUSTOMER][NEUTRAL] I'm confused right now myself. So, OK.
[AGENT][NEUTRAL] Cause it's the only policy he has.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So I'm not
[AGENT][NEUTRAL] Like I said, it sounds, it looks like to me that that's what they were needing in order to be able to verify his disability.
[AGENT][NEUTRAL] Before anything else can happen.
[CUSTOMER][NEUTRAL] OK. All right, so.
[AGENT][NEUTRAL] Because it says he must be disabled for 6 months.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I mean, uh, sorry, I wish I had more.
[AGENT][NEUTRAL] Information to
[AGENT][NEUTRAL] To share, but I don't.
[CUSTOMER][NEUTRAL] So are there are there disability benefits on this policy?
[AGENT][NEUTRAL] Well, he's got a waiver of premium, which I think that that's what's going on here. I don't think he can get disability, but in order to waive his premium, that's what, that's what I'm saying. That's what it's so confusing. He wants to waive his premium. He only, he only has a waiver of premium. So I'm guessing what he's trying to do is he's got the waiver of premium on the policy.
[CUSTOMER][NEUTRAL] OK. Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh. Right.
[AGENT][NEUTRAL] But we have to be able to verify he's disabled and has been disabled for 6 months before we can apply the waiver. That's OK. Does that make more sense?
[CUSTOMER][NEUTRAL] Disabled.
[CUSTOMER][NEUTRAL] OK, uh, so you think that's OK. I mean, yeah, that's OK. So I'm just trying to get clear on because reading the notes.
[CUSTOMER][NEUTRAL] And what he's saying to me, I, I was, I'm confused. So,
[AGENT][NEUTRAL] You were, yeah, you were thinking that the same thing that I was that it was some sort of disability, but like I said, now I pulled up the policy and I see that he doesn't have anything other than the waiver of premium. So in order to waive that premium, which like I said, I'm sure it's, it's he's paying $200 a month for it, so yeah, so that's what he's trying to do is get that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, and I'm just
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct, right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me, get the waiver of premium applied so he doesn't have to continue to pay his premium when he doesn't have any money because he's disabled.
[CUSTOMER][NEUTRAL] OK. All right. So that's, OK.
[AGENT][NEUTRAL] And I think he's a little bit confused too, maybe. He doesn't know the right lingo and apparently we weren't uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] You know, because we don't know.
[CUSTOMER][NEUTRAL] Yeah, because we don't know. OK, all right, well I'll just tell, I'm just gonna email him then um this disability claim form.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and just tell him that again you know reiterate that we need that disability claim form to be able to verify his disability so that we can apply the waiver.
[CUSTOMER][POSITIVE] OK, all right then well thank you [PII] for um looking at that and just kinda giving me some clarification.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] On what I need to kind of.
[CUSTOMER][NEUTRAL] Direct MT
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, alright girl thank you again.
[AGENT][NEUTRAL] You're welcome. If you need anything else, let me know.
[CUSTOMER][NEUTRAL] Yeah, because I wasn't planning on transferring. Yeah, I wasn't gonna transfer him. I was just trying to get some clarification on how to best help him with what his need is, so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK all right well thank you.
[AGENT][POSITIVE] You're so welcome. Anytime.
[CUSTOMER][NEUTRAL] Hi, [PII]. OK, bye-bye.
[AGENT][NEUTRAL] Alright bye.