AccountId: 011433970860
ContactId: bfa4600c-ae3b-4e6b-8fae-6589719efb3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453079 ms
Total Talk Time (AGENT): 175145 ms
Total Talk Time (CUSTOMER): 199229 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/bfa4600c-ae3b-4e6b-8fae-6589719efb3b_20250228T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from uh the cancer department.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I have, hi, I have a Ms. [PII] from Advanced Concrete Systems.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][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.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][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 can show that term life.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, policies here have no cash value, OK?
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] OK, and here she comes. One moment.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Miss [PII], Miss [PII]? Yes, I have [PII] on the line from customer service. I've explained what you need and she's gonna further assist you, OK?
[CUSTOMER][POSITIVE] Perfect thank you very much have a great weekend thank you bye bye.
[AGENT][NEUTRAL] Hello, good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi [PII], um.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] So is it clear what it is that I am needing?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you need um pretty much a written notification or to find where the policy states that the policy doesn't um hold a cash value. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] All right, Miss um [PII], does the insured happen to have a copy of her policy certificate? We can provide a copy of that which, um, I would assume it does have uh the information that the policy does not have a cash value.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, no, she does not have that.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, I can
[CUSTOMER][NEUTRAL] And let me see.
[CUSTOMER][NEUTRAL] I'm, I'm looking to see if because we're offered two policies here one is paid by the employer and the other is paid by the employee so I'm looking to check if this particular employee has both or just one.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Supplemental insurance, she does have those policies. So if possible, if we could get the certificate for each policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, do we have those policy numbers for the insured?
[CUSTOMER][NEUTRAL] I do not. I can give you her social security number and her date of birth. Will that help?
[AGENT][POSITIVE] Mhm, yes, that will work.
[CUSTOMER][NEUTRAL] OK, her social security number [PII].
[AGENT][NEUTRAL] All right, and
[CUSTOMER][NEUTRAL] And her name is [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Alright, and let me just a second to see if we can find that policy certificate for the insured.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I do see here, I don't see whole um excuse me, term life policies with APL. I only see accident and critical illness.
[AGENT][NEUTRAL] Policies.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see. It is [PII] here. Um, I will verify really quick, OK. Her date of birth is the same, so we do have the same insured.
[AGENT][NEUTRAL] Um, would you mind verifying her address for me if you have access to it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we do have the same person.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, and let me really quick really quick here because um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We're not.
[AGENT][NEUTRAL] OK, yes, because I don't see here any um term life policy. I only see the group accident and the critical illness. I can still um be able to
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, let's see. I'm still able to mail the copy of the policy certificates for both policies, but again, we don't have the term life policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, if you wanna go ahead and and mail those certificates to her, that would be wonderful, and I will do some more investigating on her term life policies.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I can.
[AGENT][NEUTRAL] Mhm. It must be with another provider because I can check really quick on the group and um see what products we have. Um, let me copy really quick this policy number. So would you like me to also provide the policy number or?
[CUSTOMER][NEUTRAL] Um, is it one policy for the entire group?
[AGENT][NEUTRAL] Um, let's see really quick.
[AGENT][NEUTRAL] OK, the product number or group number for the group that will be 2.
[AGENT][NEUTRAL] 55.
[AGENT][NEUTRAL] 98
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And with APL, we only have group accident, cancer, and critical illness products. Those are the only ones that we handle for y'all.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK perfect I appreciate that very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're very welcome. Is there anything else that I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] No, not at this time thank you.
[AGENT][POSITIVE] Thank you for calling APL then and I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.