AccountId: 011433970860
ContactId: d9298649-1626-48ce-a052-f0105deddc2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 739070 ms
Total Talk Time (AGENT): 226268 ms
Total Talk Time (CUSTOMER): 219949 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/d9298649-1626-48ce-a052-f0105deddc2b_20250212T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, um, my name is [PII], and I have a policy with you guys and I want to try to find out some information about it.
[AGENT][POSITIVE] OK, sure, I can assist you with benefit or information about your policy. And may I have a callback number just in case we get disconnected any chance?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] I do 973.
[CUSTOMER][NEUTRAL] 550
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Um, date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Physical address [PII]. Emails [PII].
[AGENT][NEUTRAL] OK. Um, we have a different address. Um, can, do you remember the old address?
[CUSTOMER][NEUTRAL] Uh, you know what, it's probably, uh, uh, [PII].
[AGENT][NEUTRAL] Yeah, that is the address we have. Is that incorrect?
[CUSTOMER][NEUTRAL] Well that's my old address. What I, the first one I gave you is my new address.
[AGENT][NEUTRAL] OK, let's change that. Let me have that new address one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, bear with me, let me just update that a moment.
[AGENT][NEUTRAL] So that's [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, perfect. Let me change that. OK. And let's see, so you say you have um questions about your benefits?
[CUSTOMER][NEUTRAL] Yeah, so, uh, I'm leaving my employer and usually this money, uh, for payment for this policy comes out of my paycheck each week.
[CUSTOMER][NEUTRAL] So, uh, if I choose to want to continue the policy on, how much is the policy, um, per month?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm let's see.
[CUSTOMER][NEUTRAL] And it's 450,000, is that correct?
[AGENT][NEUTRAL] Um, let me pull the documents, bear with me.
[CUSTOMER][NEUTRAL] That's what you should.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, it's gonna be a minute. I need to wait for the documents to upload, OK.
[CUSTOMER][NEUTRAL] OK. And then I'm gonna wanna also know what's the cash value if I choose to cash out.
[AGENT][NEUTRAL] Uh, for the cash value we don't have that right away. um, that's something that needs to be researched and we'll have to call you back for that if there's any cash value.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like it's 150,000.
[AGENT][NEUTRAL] OK, so this is a term life insurance.
[AGENT][NEGATIVE] And more than likely it doesn't have a cash value. Um.
[AGENT][NEUTRAL] OK, so based on my information, it looks like um it looks like there's a volume of 300,000 so far.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me check and see if it's um if you can um take your policy and how much it's gonna be monthly if that amount is gonna change any um do you mind holding for me? I'll have to check with the customer service department, OK?
[CUSTOMER][NEUTRAL] Sure, because it looks like I'm paying in per month right now right at $100 per month.
[CUSTOMER][NEUTRAL] Yeah, that's, I'm sure.
[AGENT][NEUTRAL] Yeah, yeah, it looks like $107.50.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, OK.
[AGENT][NEUTRAL] Mhm. Yes, let me check with the customer service. OK, one moment, and you have two benefits. One is the accidental death and then the other one is just the term life insurance, which is 150 each, but then um it will increase based on how many years you have it, OK? So let's check and see what's going on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm, I'm good, thank you, and this morning I'm sorry.
[AGENT][NEUTRAL] Yeah, it's fine. I, I understand. Trust me, and this with, with this weather, it's like, oh my goodness. Oh yeah, it's, it's like, you know, sleepy.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yep
[AGENT][NEUTRAL] I have a uh it's it's not a whole life, it's a term life policy. I have a member on the line that he would like to know if he can keep his policy. Looks like he's about to leave his employer, and also he wants to know if it's going to remain the same for the premium, which I don't know because this one is totally different. I pulled the, the documents and it does change like after a while. So and I don't know if you can help him to answer those questions for him.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, the policy number is 973,550, and I fully verify him, changed the address, and the callback number, I think it's the same one, well, it's not there, but it is [PII]. I'm gonna put it in right now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll put the phone number, so, OK, um, you're ready for him?
[CUSTOMER][NEUTRAL] Let's see, [PII] term.
[CUSTOMER][POSITIVE] [PII]. OK, yeah, I'm ready.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah, because he has about a cash value. I don't think this one has a cash value that, that's what I thought. Yeah, I kind of told him no, I don't think this one does have a cash value, but I can check for you.
[CUSTOMER][NEGATIVE] There's no cash value, no, no no no.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK dokey. Here he comes. Have a good day. You're welcome.
[CUSTOMER][POSITIVE] All right, thank you. Mhm.
[AGENT][POSITIVE] Thank you for holding and being patient for you Mr. [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Uh good morning, Mr. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good how are you doing, [PII]? I'm good thank you um she was stating that you were wanting to continue your um term life policy is that correct?
[CUSTOMER][NEUTRAL] Well, I'm wanting the uh um.
[CUSTOMER][NEUTRAL] Um, my employer and I are parting ways as of yesterday, so I want to know what the monthly continuum and I have 107 coming out of my paycheck for this policy.
[CUSTOMER][NEUTRAL] From my employer, which is obviously gonna end, but my question is, uh, is it just that is that the dollar value that I roll to myself and then that's a per month I send in and then this is for the $150,000 that's both for the term life and the accidental death benefit is there any cash value if I cancel these that comes back? OK, there, there's no cash value on a term term life policy.
[CUSTOMER][NEUTRAL] Uh, your premium is $107.50.
[CUSTOMER][NEUTRAL] Uh, and your policy will expire in [PII] in [PII] of [PII].
[CUSTOMER][NEUTRAL] At which time you would be able to continue it again if you would like at a higher rate depending on your age at that time.
[CUSTOMER][NEUTRAL] But I oh so OK. But you can continue it for the next 9 years at $107.50 per month. I do have some forms I need to send to you and you can fill them out and send them back.
[CUSTOMER][NEUTRAL] Got you. OK, um, alright, yeah, then I get you send me what forms, um.
[CUSTOMER][POSITIVE] OK, yeah, whatever forms I need to update because we'll what I'll do is I'll end up rolling this and just I'm, uh, continue it on.
[CUSTOMER][NEUTRAL] OK. That way, that way, uh.