AccountId: 011433970860
ContactId: ec05f435-48bb-4028-91b0-4a5653065f20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 671169 ms
Total Talk Time (AGENT): 391988 ms
Total Talk Time (CUSTOMER): 231552 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/ec05f435-48bb-4028-91b0-4a5653065f20_20250121T17:31_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, ma'am. I got a couple questions. Uh, I just signed up for your life insurance policies, policy. Uh my name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And could I get some information?
[CUSTOMER][NEUTRAL] Uh, literature of this life insurance policy, I mean something on paper that you could send me because uh.
[CUSTOMER][NEGATIVE] I'm not real good with a phone and that, you know.
[AGENT][POSITIVE] Absolutely, yeah, I'd love to help you with that. Um, do you know your policy number, sir?
[CUSTOMER][NEUTRAL] Did you do that?
[CUSTOMER][NEUTRAL] No, I don't actually. I just found out yesterday, I didn't open this thing up until [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I wasn't for sure even if I had it until yesterday I called them.
[CUSTOMER][POSITIVE] And he said, yes, it is effective.
[CUSTOMER][NEUTRAL] But I don't know much about it.
[AGENT][NEUTRAL] OK, yeah. Well, I'll take a look into that for you, sir. And let me try to find your policy, um [PII], is that right? Did I spell it correct for your last name?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII], yes.
[AGENT][NEUTRAL] All right, Mr. [PII], and um I can search that with your social if you'd like me to.
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][NEUTRAL] [PII], you betcha. One second.
[AGENT][NEUTRAL] All right. And Mr. [PII], would you be able to verify for me, please, your
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Would you be able to verify for me, please, your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Happy belated birthday. And would you be able to verify, you're welcome. Your, your mailing address for me, pretty please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And uh lastly, if you could verify for me that email address we have on file.
[CUSTOMER][NEUTRAL] Uh, my email address is [PII].
[AGENT][NEUTRAL] Perfect, thank you. And I'm going to just check in. Sometimes the policy documents, I see your policy became active on the [PII]. Sometimes it takes a full 30 to 45 days before those policy documents um are generated and sent out, and yes, it looks like yours are not quite done yet. Um, so I don't have them to send to you. Ideally, you know, by the [PII], ideally.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 30 days out from the time your policy became effective, we have those policies generated and they're typically mailed out to you. Um, but if you find yourself midway through February and you don't see a policy in the mail, I would recommend giving us a call back um because we can, we can um we request it to be sent out for you.
[CUSTOMER][NEUTRAL] Oh they, they
[CUSTOMER][NEUTRAL] OK, that'd be great, but it'll be a paper copy, I mean.
[AGENT][NEUTRAL] Yes, yeah, and it'll have all of your information as far as what the policy is, all the terms, conditions, all of that in there, but I don't even have the online one to email out to you yet, so it seems like they're just, they haven't got the policy documents generated in the system quite yet.
[CUSTOMER][NEGATIVE] It won't be OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, that's good. Uh, let me see, and then it's $1.99 per week, right?
[AGENT][NEUTRAL] So, unfortunately, I can't see the rates. You'll have to ask your uh your insurance group or your insurance group, I'm sorry, your HR, uh, your company about the premiums. Unfortunately, I don't see those.
[CUSTOMER][NEUTRAL] OK, because I was wondering, it's, it's $1.99 a week. See, I'm just, I retired from the state of Kentucky Highway Department and I went back to just a part timer and my question was some weeks I may not work, so they said, well, I'd have to make a payment for that week for $1.99 and I asked them, I said, well, can't I just pay so much a month?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, they said, well, they didn't know.
[CUSTOMER][NEUTRAL] If I could do that, so.
[AGENT][NEUTRAL] OK, yeah, I'm not sure exactly how that works either. I do see that we're set to um or I see that your policy is set up through the group to come out um through the group pay and not through self-pay, but I don't think
[AGENT][NEUTRAL] I, I have a feeling that might be something.
[AGENT][NEUTRAL] That that you work out with HR because it looks like it gets drafted from your paycheck.
[CUSTOMER][NEUTRAL] Would that, would that be because I'm going through crown staffing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So would they they would be considered my HR.
[AGENT][NEUTRAL] Um, it.
[AGENT][NEUTRAL] Perhaps let's see, um, you might reach out to benefits and a card. It looks like they're the ones who um.
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] It looks like they're the ones who organize your benefits, and I can give you their phone number, the contact information for them if you'd like.
[CUSTOMER][NEUTRAL] You know, I think they, they're the ones I think they're the ones I called yesterday.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] They're the ones that gave me you gave me your phone number.
[CUSTOMER][NEUTRAL] So, well, anyway, I guess right now it ain't no big deal. Uh, we'll just, I am right now, I am working minimum of one day a week, so I don't make any difference. But when the fish start biting, I may not, so you, you know what I'm saying?
[AGENT][NEUTRAL] You know what, I understand that. Yeah, and I'm not sure exactly how that works. It's like they would just double take out your premium, like on a week you do work.
[CUSTOMER][NEUTRAL] Well, no, she told me.
[CUSTOMER][NEUTRAL] She told me yesterday that they would send me a message saying I got to make payment of $1.99.
[AGENT][NEUTRAL] Oh, they might do that then. I'm not, and see, and that's why I'm not entirely certain, but
[CUSTOMER][NEUTRAL] If I miss a week,
[AGENT][NEUTRAL] I can if you want I can put you on hold and I can reach out to our billing department and see if they have that information.
[CUSTOMER][NEUTRAL] OK, if you want to, that's fine.
[AGENT][POSITIVE] Yeah, I mean, I'd love to just get answers for you. I think you'd be happier um knowing. So let me, let me put you on a quick hold and see if someone in our billing department might know exactly how to answer that for you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks. My pleasure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Conferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, this is [PII] with the care team. How are you doing?
[CUSTOMER][POSITIVE] Mm I'm good. How are you?
[AGENT][POSITIVE] Hey, I am, I'm wonderful. Thank you very much for asking, Ms. [PII]. Um, I have an insured on the line with a group term life insurance policy through BIC, um, and the member ID is 2584426.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And he is just like working part-time and he wants to know um the insured, he wants to know.
[AGENT][NEUTRAL] If he were to miss a week of work for this policy, um, [PII] says that we would send out a bill saying that like, you know, his premium was missed for the week, and we would bill him directly for missed premiums, and I'm just not sure how that works because
[CUSTOMER][NEUTRAL] Uh, we do not send individual, we do not send anything to big insured. It would need to go through benefits in a card.
[AGENT][NEUTRAL] So Bic would send, so he was probably because he talked to Bic yesterday and he was confused, so APL would not submit a bill requesting money it would come from the benefits and a card group if they were going to be doing that. OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, we don't send anything to big insured.
[AGENT][NEUTRAL] That's what I thought, and he's, you know what I mean, I just wanted to like make sure because I
[AGENT][NEUTRAL] One, I didn't wanna say yeah you can expect a bill, you know what I mean.
[CUSTOMER][NEUTRAL] Yes ma'am, yeah, we don't see anything that big insured.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will, I will let him know that if that that was going to come, it would be coming from [PII] and that um he already has their contact number but he might follow back up with them to just verify that.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Hey, are you still with me, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so I did reach out to our billing department and she stated that we at APL do not send out any bills as far as like your weekly premium that that would likely be coming from BC and that you would pay them and then they pay us when we um bill them um but if you want you might reach out to them and verify that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And what, what's the what?
[CUSTOMER][NEUTRAL] What's the what's the name of that company?
[AGENT][NEUTRAL] So it's called Benefits and a cardI for short BIC.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, they're the ones I talked to yesterday. OK, I'll do that then.
[CUSTOMER][NEUTRAL] Well, so then I should be just to just to recap, I should be getting something around [PII] from you guys.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It should be generated by [PII]. I would give it till mid February, um, as far as the mailing. So if it gets generated the [PII], put in the mail on the [PII], um, I would say, you know, 7 to 10 days, the [PII], I would expect it to show up in the mail your way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Alrighty, and it'll give me all the information I want to know that about the policy. I mean, is there a time frame that if I die, they don't pay?
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] I wouldn't be able to know that without looking at your policy document, um, which I also can't see because it hasn't been generated yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But uh it would stay, it will stay in there, right?
[AGENT][POSITIVE] It would say, yeah, it was like, I mean it it should say yes and if you get that document and you're reading it over and you can't tell, um you're always welcome to give us a call back and we can help you through any questions because by that point the policy document will be generated and we'll be able to read it over with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I understand. OK, alrighty well thank you very much.
[AGENT][POSITIVE] Hey, it's my pleasure thank you so much for giving us a call and if you need anything else just reach out to us we're always here to help.
[CUSTOMER][POSITIVE] OK alrighty thank you much.
[AGENT][POSITIVE] My pleasure bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK bye.