AccountId: 011433970860
ContactId: e9818b62-0325-4d3f-ae5d-12912ff829b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 843900 ms
Total Talk Time (AGENT): 247567 ms
Total Talk Time (CUSTOMER): 366212 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/e9818b62-0325-4d3f-ae5d-12912ff829b3_20250418T12:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Yes, good morning.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] I'm trying to check on life insurance, you know, the, the payment. I think it was returned from the bank, you know, to check how much, you know, my wife's life insurance payment.
[AGENT][NEUTRAL] OK. Do you have a policy number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Can I get your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And how do you spell the last name?
[CUSTOMER][NEUTRAL] You were
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] OK, thank you. Uh hold on just a moment while I pull this out.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And your first name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's a term life insurance, I think it's uh $62 something or so a month.
[AGENT][NEUTRAL] Yeah, I'm not finding the policy on her.
[AGENT][NEUTRAL] Are you sure it's through IPL?
[CUSTOMER][NEUTRAL] This is American Public Life.
[AGENT][NEUTRAL] Yes, uh huh.
[CUSTOMER][NEUTRAL] It is, you know, she has a policy there. They take through Trustmark Bank every month.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Could it be under another name?
[CUSTOMER][NEUTRAL] No, [PII], it is uh, do you all have any other, uh, uh, social security or any other stuff you all take up, you know, I've called you before I made a payment over the phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Could it maybe be under your name?
[CUSTOMER][NEUTRAL] Ma'am, I, I don't have insurance with you. [PII]. It, it, I, you are just, uh, yeah, I just pulled up your name from her bank account, APF.
[AGENT][NEGATIVE] I'm not finding a policy for her up.
[AGENT][NEUTRAL] Do you know her social?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Let's see here.
[AGENT][NEUTRAL] Oh, I see that the, the name is spelled wrong. That's why I wouldn't pull up before.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] I'm sorry, MIT.
[CUSTOMER][NEUTRAL] Which one did you spell the last name or the the first name?
[AGENT][NEUTRAL] I, uh, yeah, her last name. It had an [PII] instead of an [PII] I've got that corrected for you.
[AGENT][NEUTRAL] Do you mind verifying her, her date of birth and address?
[CUSTOMER][POSITIVE] OK, I appreciate it.
[CUSTOMER][NEUTRAL] Uh, it says, uh, [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And how can I help you with this this morning?
[CUSTOMER][NEUTRAL] That you know, to see the payment, I don't think our payment went through in the bank, the direct withdrawal, so we can see, you know.
[CUSTOMER][NEUTRAL] If we can pay over the phone.
[AGENT][NEUTRAL] OK, and is she there where we can get permission to, to talk to you about her policy or?
[CUSTOMER][NEUTRAL] she's here. [PII]. Oh, she's here. She's having you to hello.
[AGENT][NEUTRAL] Hello, Miss, Miss
[AGENT][NEUTRAL] [PII], um, do you have, give permission for your husband to speak to us about your policy?
[CUSTOMER][POSITIVE] Oh yes ma'am.
[AGENT][NEUTRAL] OK, and what was his name?
[CUSTOMER][NEUTRAL] Oh, my, uh, his name?
[AGENT][NEUTRAL] No, your, your husband's name.
[CUSTOMER][NEUTRAL] Hello, what did you
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, you're welcome.
[AGENT][NEUTRAL] OK, um, Mr. [PII].
[AGENT][NEUTRAL] Are you there? OK. And you're wanting to make a, you're wanting to make a payment over the phone, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] I'm trying to see if uh we can yeah do you all have a a um a phone line where you make payment over the phone?
[AGENT][NEUTRAL] Uh, yes, sir. I can connect you with our billing department and they can take that payment for you.
[CUSTOMER][NEUTRAL] You know, I, I'm, I'm gonna make the payment later on, you know, today, you know, I just want to find out how much.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I where I can call back if you have automated system or if I need to just call back um.
[AGENT][NEUTRAL] OK. Well,
[CUSTOMER][NEUTRAL] So I let I need.
[AGENT][NEUTRAL] I'm showing your policy will, will draft Monday and it will draft for March and April and so it will be called up Monday but you can call back later if you would like to make the payment instead.
[AGENT][NEUTRAL] It's up to you.
[CUSTOMER][NEUTRAL] Oh, OK, you say withdraw is it current as of now?
[AGENT][NEUTRAL] I'm sorry, what?
[CUSTOMER][NEUTRAL] Is it current as of now?
[AGENT][NEUTRAL] Uh, no, it's only paid to March the [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So March, March [PII] came back, um, so on the [PII], it, it will drive from March and April.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK, so, OK, uh, it would on [PII], it would draw, draw up for two months.
[AGENT][NEUTRAL] Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] OK, so do if they pay to make a payment for one month now, will it drop for one month or, or.
[AGENT][NEUTRAL] Then it would change to one month on on the [PII].
[CUSTOMER][NEUTRAL] On the [PII].
[AGENT][NEUTRAL] If you make a payment now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I think what if it would drop so for on on the [PII], which is Monday we draw for 125.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] We want to so I just leave money in the account.
[AGENT][NEUTRAL] Yes, sir. It'd be 125, 125.
[CUSTOMER][NEUTRAL] OK, and what's uh any cent on it 125 what?
[AGENT][NEUTRAL] And that'll be for March and April.
[AGENT][NEUTRAL] And then it will go back down to 6250. Yes, sir.
[CUSTOMER][NEUTRAL] That, that's what I'm
[CUSTOMER][NEUTRAL] So 12 what's the cent on the 125, 120, is it 125 round?
[AGENT][NEUTRAL] Even.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Even, OK, so, OK, I just wait for it to draw, to draw up on, on to on Monday, you know, then I'll check back if it didn't go through, then I'll call back, but I, I'll make sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, uh, is there, um, is, is there any, um, phone number for automated where you call if you have problem you want to pay over the phone?
[AGENT][NEUTRAL] Um, yes, sir. It's the [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Can I get her policy number?
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes, it's 766.
[AGENT][NEUTRAL] 439.
[CUSTOMER][NEUTRAL] 766.
[CUSTOMER][NEUTRAL] 439. Let me ask you one more thing. So is that policy is he qualified for conversion to whole life?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Uh, yes, you can convert it to a whole life, but um.
[AGENT][NEUTRAL] Yeah, the premium will be um different.
[CUSTOMER][NEUTRAL] Yeah, I know, but is there any way we can find out how much the premium will be if it's converted?
[AGENT][NEUTRAL] OK, she's got 150,000, so let me.
[CUSTOMER][NEUTRAL] What
[AGENT][POSITIVE] Let me see if I, I can figure that out for you right real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate very much.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] let's see how she is now.
[AGENT][NEUTRAL] 60.
[AGENT][NEUTRAL] And she's a non-smoker. Let's see.
[AGENT][NEUTRAL] 560
[AGENT][NEUTRAL] Oh, it would change to
[AGENT][NEUTRAL] Let's see, $661.50 a month.
[CUSTOMER][NEUTRAL] $661?
[AGENT][NEUTRAL] Yes, sir, for a whole life for 150,000.
[CUSTOMER][NEUTRAL] So, so, so for the, if the person change the amount for 100,000, how much will it be?
[AGENT][NEUTRAL] If it, I'm sorry, what was that?
[CUSTOMER][NEUTRAL] If the, the, if you change the, the, the, what are, what you have whole life and what other class, huh, this ones that she has, you know, is it for how many years?
[AGENT][NEUTRAL] Uh, 20 years.
[CUSTOMER][NEUTRAL] OK, 20 years. And how many years has she left?
[AGENT][NEUTRAL] Uh, it will expire in [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I do
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so if somebody has a 100,000 whole life instead of 150, how much will it be?
[AGENT][NEUTRAL] Uh, $441 per month.
[CUSTOMER][NEUTRAL] OK, do they, do, so they just have only time and the whole life. Is there any other class of
[CUSTOMER][NEUTRAL] Insurance.
[AGENT][NEUTRAL] Uh, no, sir. That's all we have.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I appreciate it very much.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, now, let me ask you again, you know, like, uh, the, the, the term life, is it renewable?
[AGENT][NEUTRAL] Yes, sir, it is renewable. um, it will go by her age, um.
[AGENT][NEUTRAL] At the, at the end.
[CUSTOMER][NEUTRAL] So when she, where, where?
[CUSTOMER][NEUTRAL] When it ends on [PII], you know, so what will we renew? Do, do you know what he will renewed and how many years more they're gonna give us?
[AGENT][NEUTRAL] Um, well, she could renew it, I believe, for another 20 years, and it should be in the policy, how much the premium will change to. Let me look and see.
[CUSTOMER][NEUTRAL] OK, we don't have the policy with us uh yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm pulling it up.
[CUSTOMER][NEUTRAL] That's uh 5 ft from now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It will change to $686.50.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] From 62 for for timeline?
[AGENT][NEUTRAL] Yes, sir. Uh, because it goes by her current age at that time.
[CUSTOMER][NEUTRAL] Yeah, our current age, so that would be the same [PII], are you sure?
[AGENT][NEUTRAL] Yes, sir. Uh, I can send you a copy of this, um, policy if you would like.
[CUSTOMER][NEUTRAL] Yeah, you know, you can, you know, because, so if they renew it for it for the next 10 years, how much would that be?
[AGENT][NEUTRAL] It would be 68,650.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] It would be $686.50.
[AGENT][NEUTRAL] If you want to renew it after the term is finished.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a good day, Mr. [PII].