AccountId: 011433970860
ContactId: d67a371a-4b44-45cf-aef6-1dfd80c08d30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 573919 ms
Total Talk Time (AGENT): 381344 ms
Total Talk Time (CUSTOMER): 153848 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/d67a371a-4b44-45cf-aef6-1dfd80c08d30_20250530T17:17_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII]. I've got um Mr. [PII] on the phone. His policy number is 2212794.
[AGENT][NEUTRAL] Hang on, girl. Hang on. Hang on. I'm sorry.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, don't be sorry. Take your time.
[AGENT][NEUTRAL] It's all these screens are tied up right now. So give me just a second. Let me find one. OK.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] All right, what's the number?
[CUSTOMER][NEUTRAL] 221-279-4.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] He is calling because he's off group um he's retiring today and he wants to support his policies.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, you can send him over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And he's all verified and the number he's calling from is a good number.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII], and I'm just needing to uh transfer my policies from my work through my employer to uh where I just pay for them privately.
[CUSTOMER][NEUTRAL] I'm retiring today.
[AGENT][NEUTRAL] Yes, sir. I've got your information pulled up and the representative that transferred you did inform me that you were calling to continue your term life policy.
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] And I also have an, I think I have an accident policy with y'all.
[AGENT][NEUTRAL] OK, let me check into that.
[AGENT][NEUTRAL] Bear with me one moment.
[AGENT][NEUTRAL] You do have a group accident let me make sure.
[AGENT][NEUTRAL] That one's portable, bear with me.
[AGENT][NEUTRAL] They're both portable and it looks like we just sent out continuation letters yesterday. Can you re-verify your address to make sure it's correct?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you for that and I would also like to verify your email address as well.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] That is what we have on file. So the letters should have went out today. You should see them in the mail within the next few business days, maybe 5 to 7 business days. It shouldn't take that long. And they're actually coming out of [PII]. Um, what I'm gonna do is I'm just gonna do a follow up with it to follow up and make sure that the letters were submitted because I'm not able to pull them up right now, but I will follow up with this, and if not, we'll just send you the continuation letters again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but again, once you get that information, you do have 30 days to correspond back to us.
[AGENT][NEUTRAL] In regards on how you wanna continue it with that information was submitted electronic funds transfer form which is an automated bank draft that we can do for you um if you choose to do that you just need to fill out the information as far as your routing number and your account number right now since, you know, you just left the group, you are not active for the month of June, but once we get everything back from you we'll reinstate you and it'll be as if no lapse occurred.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you send it back to us before the end of the month, we can set you up to draft by the end of the month or if you'd like you can send a check or money order for the one month um for the month of June.
[AGENT][NEUTRAL] It's however you choose. Um, I will let you know that we do have other payment options where we can send a direct bill every 3 months, 6 months or a year. We just take your monthly premium and multiply it by the number of months, but that would be a physical bill going to you versus a monthly automated draft. Did you wanna know how much the policies are?
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Your accident policy is 2453 monthly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your term life is 8950.
[CUSTOMER][NEUTRAL] OK, and the term life is what is the, how much is that for?
[AGENT][NEUTRAL] Let me check for you, bear with me.
[AGENT][NEUTRAL] 50,000 is what your benefit is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Excellent. OK.
[AGENT][NEUTRAL] And again, your benefits and all of that's remaining the same premiums remaining the same. We're just changing who we're billing so you would not be your responsibility. Just keep an eye out for that information. You should have it again by next week I would think. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, just I don't know if you can tell me this or not, the life and the term life insurance, does that premium amount, will that go up?
[CUSTOMER][NEUTRAL] Over time.
[AGENT][NEUTRAL] After your term, after your term is completed, um, let me see. I think it was, it's a twenty-year term. So after the 20 years are up, it does increase and we do notify you before it, it, the term gets there. We do notify you that it's gonna increase and what your options are on that. Um, but it doesn't do it until the term's over.
[CUSTOMER][NEUTRAL] Oh, OK. And when, when is that?
[CUSTOMER][NEUTRAL] When it do you know looking at it when that 20 year term ends?
[AGENT][NEUTRAL] You got it in [PII], so that would be, uh, yeah, I would say it would be in the next, let me see.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Bear with me
[AGENT][NEUTRAL] [PII] and it will probably be the month of June when you get something from us in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that, that, uh, premium amount will not change for this time, the whole time?
[AGENT][NEUTRAL] The whole time, no, sir. You're not gonna have anything increase on you at any time. Yeah, it's just, it's just when the term's up, it's no longer eligible to continue on that term. We do offer an alternative plan and that, that's why we have to cha the rate changes because of your age and other factors, so at that time.
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That's great. OK, that's great. Let me now you just, you also said that it is not going to be enforced through the month of June.
[AGENT][NEUTRAL] Right now it's not active because we've been notified by your employer that's why you're getting a continuation letter but once we get verification from you on how you want to keep it, um, like I said, you can send a payment if you want to with that or we can draft you starting this month. We just need to make sure you send that information back to us before the end of June, um.
[CUSTOMER][NEUTRAL] OK, I can't, I can't do that over the phone right now.
[AGENT][NEUTRAL] No sir, we do need you to fill out those documents. It's a portability form that we sent you, um, and the way the plans are designed, we need those portability forms filled out, um, and if like I said with that information you're getting a bank authorization form too so if you decide you wanna do that, you can set it up on a monthly bank draft if you send it in, let's say you get it next week and you send it in around [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just keep in mind that we're gonna schedule you a draft for dates after we receive it, not, we won't be able to run a draft um for dates that have already passed, but you do have until [PII], and if we do get the premium for uh we do get your information and we're able to draft you for the month of June.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You will still have your coverage and it'll be as if no lapse ever occurred. Um, because once we, yeah, once we get a confirmation back from you, we reactivate everything and it's like nothing happened. Um, it's just
[CUSTOMER][NEUTRAL] OK. OK. OK.
[CUSTOMER][POSITIVE] Oh perfect OK.
[AGENT][NEUTRAL] It's just a temporary temporary lapse and and we do send continuation to see if that's something you guys wanna do but again it's ultimately up to you guys, all right.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK, and this will have this has to be done by mail. I mean I have to send this back to you once I get the letter. I can't do it any other way.
[CUSTOMER][NEGATIVE] That's quicker. I can't like do it on.
[AGENT][NEUTRAL] You can do it by mail or you can email it, um, Mr. [PII], I can give you our email address and I don't know if fax is available too, but most people don't do fax anymore. So everything's electronic nowadays.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] Yeah, we don't, I, I can't fax. Yeah, let me have your email. That'd be great.
[AGENT][NEGATIVE] Yeah, no.
[AGENT][NEUTRAL] Alright, so our email address is gonna be care [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your team at [PII].
[CUSTOMER][POSITIVE] Perfect. OK, great. Well I, I'll watch for that and I'll get that back to y'all as soon as I receive it.
[AGENT][POSITIVE] Alright, well I'm gonna put a notation in here and again I'm just gonna keep an eye out just to make sure that the information was received but you should get it in the next few business days and if there's nothing else I can help you with, Mr. [PII], thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.