AccountId: 011433970860
ContactId: e649ddf7-872c-4499-bc69-f2742e2d7c8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 786030 ms
Total Talk Time (AGENT): 296716 ms
Total Talk Time (CUSTOMER): 132673 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/e649ddf7-872c-4499-bc69-f2742e2d7c8a_20250107T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Hi, how are you doing? Uh, my name is [PII]. Um, you helped me before. Uh, I separated from my job and I wanted to take my, my life insurance with me, and I was able to make a payment and then I was told that I would receive a bill immediately, um, because, because my next, um, quarterly payment was gonna be due at the beginning of December and it is now January and I still haven't received the bill.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I'm sorry about that. Let me check on that. Um, do you happen to have that policy number?
[CUSTOMER][NEUTRAL] Uh, I don't know. Hold on a second, hold on, hold on.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, oh, OK, policy number 2.
[CUSTOMER][NEUTRAL] 500319
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] On [PII], you sent me the portability form.
[AGENT][POSITIVE] OK. Yes, sir. Thank you.
[AGENT][NEUTRAL] Now, will you verify your birthday and address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][POSITIVE] OK. Thank you, Mr. [PII].
[AGENT][NEUTRAL] And your email address is the same.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK. Yes, sir. Thank you. Let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I see where.
[AGENT][NEUTRAL] We received your paperwork, um.
[AGENT][NEUTRAL] It's page 121, yeah.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Let me see, I mean, uh, that should have gone out to you. I do not see a copy of it though, um, but let me check and just see, you know what when it may be going out if it hasn't already, I know it should have already, um, I, but I do not see it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, cause I just don't want my I just don't want my policy to lapse.
[AGENT][NEUTRAL] Right. Yes, sir. Um, I understand that for sure.
[AGENT][NEUTRAL] Let me check on that real quick.
[CUSTOMER][NEUTRAL] What is what it's gonna lapse?
[AGENT][NEUTRAL] Oh, no, sir. No, sir. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, now if you did want to make a payment over the phone you can do that, you know, um, but I am checking to see what.
[AGENT][NEUTRAL] Happen to your invoice.
[AGENT][NEUTRAL] Or if it's even gone out yet. Um, do you mind holding for just a second?
[CUSTOMER][POSITIVE] No problem and maybe if you can find the invoice you could just email it to me and I could print it out and mail it out today.
[AGENT][POSITIVE] OK. Yes, sir, I sure can do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. It'll be just a minute. I will be right back. Thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 12:20. I wonder, 191.
[AGENT][NEUTRAL] Hey, I have an insured on the line. Can I ask you a question?
[AGENT][NEUTRAL] Um, he has retired and he has supported his term life policy and he sent in bank draft authorization and all that and it looks like he paid up to September through November so his next payment is due, uh, [PII], and he said that he should be getting, uh, he thought he would be getting an invoice, um, and I'm sharing my screen because I wanna ask you something.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um, you say we, I, I'm sorry, OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] What is that, does that mean like he's gonna get something in the mail?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] And so
[AGENT][NEUTRAL] It, OK, say that again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] It is not.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I did. I hope I looked at the right.
[AGENT][NEUTRAL] Yeah, the only thing out there is, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. I will.
[AGENT][NEUTRAL] OK. Got you. OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] That
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh, come on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey girl, I got time to wait.
[AGENT][NEUTRAL] No, I have
[AGENT][NEUTRAL] I have an insured on the line and I'm wanting to ask you about this, so I'm trying not to have to call him back. Um, I'm gonna share my screen if you, if that'll be better.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um, you see where it says direct bill ordered?
[AGENT][NEUTRAL] OK, I didn't see anything in OnBase. Um, does that mean it got mailed out or I just really didn't know exactly.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm. Right. OK.
[AGENT][NEUTRAL] Uh, yes, and he does not want to pay over the phone or anything like that. He wants to mail in a check, you know.
[AGENT][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] Let me ask you this, do you mind emailing it to him instead of mail?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, cause he won, he said he will print it out and mail it back.
[AGENT][NEUTRAL] OK, thank you, thank you. Do I, do you want me to send you an email?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, thank you. OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Love you.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Now more than.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Hello, hold on one sec.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, I'm sorry, go ahead.
[AGENT][POSITIVE] Um, I am so sorry that took a few minutes because I did see in our system where that was ordered to be mailed to you but it looks like it did not go out. So um we are getting that ready for you and it will be emailed to you in less than an hour. Um, I am so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now will I receive one quarterly now?
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][NEUTRAL] OK, OK, alright, I just wanna make sure I just wanna pay it so I can expect that within the hour and I should be able to pay it.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, sir. Yes, sir. Absolutely.
[CUSTOMER][NEUTRAL] All right, I appreciate it. I just have one more question while I have you on the phone. I just received the thing about my beneficiaries, to update my beneficiaries. I don't know why I have to update my beneficiaries. Can you even tell me who they are? I believe it's my son, [PII], and my girlfriend [PII]. I think one gets 30,000 and one gets 20,000.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Just pulling that up.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me go back and check our files for the beneficiaries, um, and if you don't mind I'll email you and let you know if we do have them on file um.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, I'm not seeing them right off, so it may take me just a minute to locate it.
[CUSTOMER][NEUTRAL] Say it again.
[AGENT][NEUTRAL] I'm just not seeing that right off, so it may take me just a minute to find those.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you wanna just email me if you figure it out?
[AGENT][POSITIVE] I sure will. Yes, sir. I sure will.
[CUSTOMER][NEUTRAL] OK, that'd be great. So we're all set then, so I should receive an email with the invoice within an hour and you'll email to let me know who the beneficiaries are.
[AGENT][NEUTRAL] OK, yes sir.
[AGENT][POSITIVE] Yes, sir. Yes, that's right.
[CUSTOMER][POSITIVE] Alright, thank you very much. All right.
[AGENT][POSITIVE] You are welcome. Yes, sir.
[CUSTOMER][NEUTRAL] All right, bye bye now.
[AGENT][POSITIVE] OK. Thank you, Mr. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No problem. Thank you. Happy [PII]. Bye-bye.
[AGENT][POSITIVE] [PII]. Bye.
[CUSTOMER][NEUTRAL] Bye.