AccountId: 011433970860
ContactId: c03dd941-6530-4d72-852e-7d37c65f2858
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 976440 ms
Total Talk Time (AGENT): 474405 ms
Total Talk Time (CUSTOMER): 293566 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/c03dd941-6530-4d72-852e-7d37c65f2858_20250501T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It is [PII] A.
[CUSTOMER][NEUTRAL] And that's all earlier today.
[CUSTOMER][NEUTRAL] It's earning my insurance policy.
[CUSTOMER][NEUTRAL] But I changed some things that I talked to somebody today.
[AGENT][NEUTRAL] OK, we don't have a good, we, we don't have a good uh connection. Did you say your last name is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am, can you hear me now?
[AGENT][NEUTRAL] OK. Yes, ma'am. Do you have a policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I have a uh social security number.
[AGENT][NEUTRAL] OK, I can try to find you that way.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Give me just a moment while I pull your information up.
[CUSTOMER][POSITIVE] Thank you honey.
[AGENT][POSITIVE] Yes, ma'am. You're welcome.
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] It's
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, uh, that didn't [PII]. Uh, may I have your name again?
[CUSTOMER][NEUTRAL] I am a.
[AGENT][NEUTRAL] And your last name?
[CUSTOMER][NEUTRAL] It could be on the bar.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Yes, ma'am. I just see, um, OK, there is a, I do see.
[AGENT][NEUTRAL] All right. Let me get out of here. What type of policy is it, Miss, Ms. [PII]?
[CUSTOMER][NEUTRAL] I have 3 with you all. I have uh 1.
[CUSTOMER][NEUTRAL] Well, I see you. I wanted to drop that one.
[AGENT][NEUTRAL] For you have an ICU OK. What else do you have with us?
[CUSTOMER][NEUTRAL] That I have uh.
[CUSTOMER][NEUTRAL] A life all that eats or uh add um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I have uh.
[CUSTOMER][NEUTRAL] A life policy for me.
[CUSTOMER][NEUTRAL] I'm done.
[AGENT][NEUTRAL] OK. So what we're gonna do, let me start with, uh, let me start with this intensive care, Miss [PII]. Ms. [PII], real quick, if you can't verify your date of birth for me.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's.
[AGENT][NEUTRAL] OK, thank you. All right. And the last name, Ms. [PII], will you verify your address, please, ma'am?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And you're calling from the phone number that we have on file, [PII]. Thank you. OK. Um, it looks like
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] God bless you. You have such a beautiful inspiration about yourself.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Miss, Ms. [PII], all three of your policies have canceled with APL.
[AGENT][NEUTRAL] They all termed um at the end of [PII]. Did you call and cancel these?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Well, uh, I
[CUSTOMER][NEUTRAL] I think I did, but I got a letter in the mail and I had 30 days and I told the lady this morning.
[CUSTOMER][NEUTRAL] And I was gonna eat uh.
[CUSTOMER][POSITIVE] Oh, that's funny.
[CUSTOMER][NEUTRAL] Honesty and I was gonna be my honesty, but I changed my mind.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She just got in these papers.
[AGENT][NEUTRAL] OK, so you wanted to keep your two, your 22 life policies, but you decided not to?
[CUSTOMER][NEGATIVE] But I don't want it.
[AGENT][NEGATIVE] But you don't want them.
[CUSTOMER][POSITIVE] There you go, you're a smart woman.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] What I won't do, what I want that to happen is I won't ask for this. I want ask. She told me it would be.
[CUSTOMER][NEUTRAL] $750.
[AGENT][NEUTRAL] OK, so you're saying you want the cash value on.
[AGENT][NEUTRAL] On [PII]'s policy. Is that correct?
[CUSTOMER][NEUTRAL] Yes and drop the other.
[AGENT][NEUTRAL] All right, so you, you don't want hers to be active. You just, I'm sorry, I'm not sure what we're doing here, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me get Addison's policy pulled back up.
[AGENT][NEUTRAL] OK. Are you wanting to keep Addison's policy active?
[CUSTOMER][NEUTRAL] No, ma'am, I want a cash bag.
[AGENT][NEUTRAL] You just want the cash value.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me.
[AGENT][NEUTRAL] Take a look, see if anything's in notes on this.
[CUSTOMER][NEUTRAL] I mean if I could ask for you won't have the policy anymore right?
[AGENT][NEUTRAL] Uh, call regarding cash value. She has two of the policies trying to decide whether she wants.
[AGENT][NEUTRAL] So I transferred so for further since all info was for I did not discuss OSCD. OK, alright, so did you talk with you did talk with [PII] about keeping the cash value or taking the cash values that correct? How much?
[CUSTOMER][NEUTRAL] Yes ma'am, but I had changed my mind and told I didn't want cash value, but now I do.
[AGENT][NEUTRAL] OK. All right, let me see if [PII]'s available. I'm, I'm going to.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, I do have your phone number, so Ms. [PII], if we get disconnected, I will give you a call back. Let me speak with [PII] real quick and see what we need to do, OK?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Give me 1 2nd, please, and I will call you back.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] One moment, please, but I'm, I'm gonna try not to lose you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, it's me.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, dear, this is [PII]. Will you look at a policy with me and tell me what I need to do, please, ma'am. She that you talked with this lady earlier.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, hold on just a second, let me get off the phone.
[AGENT][NEUTRAL] Oh, are you on the phone? I'm sorry.
[AGENT][NEUTRAL] You were green.
[CUSTOMER][NEUTRAL] No, I'm available on the phone. Yeah, but I'll get a call while we're talking, so I'm on.
[AGENT][NEUTRAL] Oh, OK, OK.
[AGENT][POSITIVE] You're right about that, girl.
[CUSTOMER][NEGATIVE] Yeah, that's what happened to me this morning made me miss the call, so.
[AGENT][NEGATIVE] Oh, did you miss one? Oh, I hate when I missed a call.
[CUSTOMER][POSITIVE] I'm gonna make sure.
[CUSTOMER][NEUTRAL] Mhm. First thing this morning cause I was on the phone with uh somebody.
[AGENT][NEUTRAL] Cry.
[CUSTOMER][NEUTRAL] Transfer direct.
[AGENT][NEUTRAL] Oh, you sure do, don't you? OK. I didn't.
[CUSTOMER][NEUTRAL] And I didn't
[CUSTOMER][NEGATIVE] Uh-huh, and I didn't realize it until I started getting a call and I'm on the phone with this customer and I can't get off. I didn't know what to do.
[AGENT][NEUTRAL] Oh gosh.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK. So it's [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, I'll tell you real quick, she, she
[CUSTOMER][NEUTRAL] Uh, it's making me putting a note in here.
[AGENT][NEGATIVE] Oh crap.
[CUSTOMER][NEGATIVE] She was very confusing.
[AGENT][NEGATIVE] Yes, she can barely speak. Um, she is very confusing. I will, I will admit that, but I think it's cause she's having so much trouble speaking.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And she's not very old, you know, she's really not.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What was I gonna say?
[CUSTOMER][NEUTRAL] On Addison.
[AGENT][NEUTRAL] Oh, right. She wants to do the cash value on that. I think you talked with her on it.
[AGENT][NEUTRAL] What does she need? What
[CUSTOMER][NEUTRAL] She wants to surrender it?
[AGENT][NEUTRAL] Yes, I guess that's what I'm trying to ask you. She said she just wants the cash value on it. She doesn't want it active. She didn't want to activate any of her policies.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, just let her know we have to send her surrender forms. She'll have to sign them, have them notarized and mail them back to us, and we'll get it taken care of, uh, and just send in a hub hub request to send the surrender form.
[AGENT][NEUTRAL] In surrender forms to insured. OK. And what does she need to do with it?
[CUSTOMER][NEUTRAL] Mm, they're the owner.
[AGENT][NEUTRAL] I mean, I mean to the owner.
[CUSTOMER][NEUTRAL] Yeah, uh, she'll have to sign it and have it notarized and mail it back to us, send it back to us.
[AGENT][NEUTRAL] So, yeah, it has to be, uh, if it's notarized, it has to be mailed, right?
[CUSTOMER][POSITIVE] Uh, she can email it as long as we can read the um notary things is what I've been told lately because, you know, they used to do that little crimping thing and you couldn't see it when it imaged, but now, now I think everybody's going to those stamps and you can see those, so they're allowing us to do that.
[AGENT][NEUTRAL] Notary
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, but if she wants to mail it, it's gonna go to the [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] That's claims, yeah, [PII], I'm sorry. Yeah, [PII]. OK, dear. All right, I, I'm not gonna transfer. I'm just gonna go back to and so what we need to do. All right, thank you, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, bye dear.
[CUSTOMER][POSITIVE] Uh-huh, thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Where did it go? Where'd it go? OK.
[AGENT][NEUTRAL] OK, are you there, Ms. [PII]?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, so what we're going to do, Ms. [PII], is we're going to mail you the surrender forms for the policy for Addison.
[AGENT][NEUTRAL] Um, you'll need to sign it in front of a notary and have it notarized.
[AGENT][NEUTRAL] And then mail it back to APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] For the, for the, uh, you know, to get the cash value, OK?
[CUSTOMER][NEUTRAL] Let me get you all address cause I uh I put a.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I put the papers down. Can you email me the address?
[AGENT][NEUTRAL] Uh, let's see, uh, da da da da we don't have an email on you. uh, yes we do. I did not verify that with you. Can you verify your email address for me please, ma'am?
[CUSTOMER][NEUTRAL] Uh, I, I'm gonna give you the personal one. It's [PII].
[AGENT][NEUTRAL] OK, we have I, I'm gonna spell it out for you. [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, let me, let me say it again. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and yeah.
[AGENT][NEUTRAL] OK, so it's just, it's strictly [PII].
[AGENT][NEUTRAL] Because I don't know where we had those extra we had some extra letters there but anyway I've, I've got it fixed now. OK, so I can mail you the address to you.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] The APL's mailing address.
[AGENT][NEUTRAL] And you'll just, uh, just hold on for that for your, I've got to put in a request for the uh surrender forms to be sent to you and those should go out in, uh, today or maybe hopefully tomorrow.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] So hopefully that will go out to you tomorrow, OK?
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] OK. Yes.
[AGENT][NEUTRAL] All right, and I will get that email to you. It's just simply gonna have the address in it.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It just said that the subject line will say APL mailing address.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And let's see what we got here.
[AGENT][NEUTRAL] Let's see, let me get that mailing address real quick.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that should come through to you and that's gonna come from [PII]. Just be looking for that email to come through and like I said, we'll have to send a form to get the um surrender papers to you for the, for the life and once you get them, take them and have them sign in front of a notary and return to the address I just emailed to you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. So is there anything, is there anything else we can help you with at the moment?
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well thank you for calling the APL and Ms. [PII], you have a, uh, Ms. [PII], you have a wonderful day, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, dear. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] What