AccountId: 011433970860
ContactId: b63a690c-0e1c-4b62-876f-2b3626f33f3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284559 ms
Total Talk Time (AGENT): 131749 ms
Total Talk Time (CUSTOMER): 102497 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/b63a690c-0e1c-4b62-876f-2b3626f33f3a_20250228T19:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking? How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm the human resources director at.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Advanced concrete systems in [PII] we have um life insurance policies for employees through your company. Normally I would uh contact our broker uh for this information however our brokerage office is closed today um I have an employee who is attempting to uh get medical coverage through a state program.
[CUSTOMER][NEUTRAL] And is covered by our life insurance. The state is asking for the cash value of her life insurance.
[CUSTOMER][NEUTRAL] I know and you know that there's no cash value because it's a term policy and not a whole life policy.
[CUSTOMER][NEUTRAL] I cannot find.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh shoot.
[CUSTOMER][NEUTRAL] I cannot find.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I cannot find anything in my files that would show a copy of our policy stating that it is a term policy and no cash value. Are you able to help me to find those uh policy documents?
[AGENT][POSITIVE] I can get you to customer service. What's a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and your name is [PII] and you're from Human Resources from what company?
[CUSTOMER][NEUTRAL] No [PII] [PII].
[AGENT][NEUTRAL] [PII] is your last name? OK.
[AGENT][NEUTRAL] OK, and what HR company are, I mean, who do you, what company are you with?
[CUSTOMER][NEUTRAL] Advanced concrete systems.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for that information and one moment while I get you to customer service and someone to be able to further assist you. Is there anything else you have any other claims questions about?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, one moment and thank you for calling ATL. You hold for the next representative. I'll explain what you need and have a great weekend. One moment.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] from uh the cancer department.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I have, hi, I have a Ms. [PII] from Advanced Concrete Systems.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Her callback number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what she's calling for today is she is with the human resources department at Advanced Concrete Systems. They have life insurance policies through APL OK, she does not have a question about an individual policy. Her question is she needs to know where she can find the term life documents that show these policies are just term life and have no cash value, because one of her I guess employees is applying for some state.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, assistance program and they have to make sure that this person does not have, um, uh, uh, any cash value on the life insurance policy. So she said these policies, she knows for a fact they do not have, they don't build cash value because again key word their term life term life does not build cash value only whole life builds cash value so she just needs help with some type of documentation where she could show that term life.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, policies here have no cash value, OK?
[CUSTOMER][POSITIVE] All right. I got it.
[AGENT][NEUTRAL] OK, and here she comes. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Ms. [PII], Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I have [PII] on the line from customer service. I've explained what you need and she's gonna further assist you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect thank you very much you have a wonderful weekend.
[AGENT][POSITIVE] Have a great weekend thank you bye bye.
[CUSTOMER][POSITIVE] Hello, good