AccountId: 011433970860
ContactId: f030263e-e6c9-4d40-b4e6-56d948842ef7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 931219 ms
Total Talk Time (AGENT): 314895 ms
Total Talk Time (CUSTOMER): 340246 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/f030263e-e6c9-4d40-b4e6-56d948842ef7_20250324T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII], and I had a question about my life insurance, a couple of questions, but I don't have my policy number with me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't know I'm at work and I wondered if I could give you my social security number or something.
[AGENT][NEUTRAL] Yeah, [PII], I can help you with that. Um, sure, what is your social?
[CUSTOMER][NEUTRAL] To verify.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, it's pulling it up just a little bit slow.
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][POSITIVE] I'm slower, it can't be slower than me.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, I was gonna see if we could do an address change before we hang up and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or you could send me a form and also.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I was gonna ask what who the beneficiary is. I might need a form for that.
[AGENT][NEUTRAL] Uh, let's see. Um, [PII], could you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is the address that we would have on file?
[CUSTOMER][NEUTRAL] I believe you, you don't have a new address yet, so it's probably [PII].
[AGENT][NEUTRAL] OK, yeah, that's what we have. And then lastly, can you verify your email address for me?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh, I need to update that too, but it's [PII].
[AGENT][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Do you have a good callback number just in case we, in case I lose you?
[CUSTOMER][NEUTRAL] Oh sure, [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] OK, let's get some information updated then. What is your new address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Turnpike Road.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII]. Is that one word or two?
[CUSTOMER][NEUTRAL] 1
[AGENT][POSITIVE] One, OK, perfect. Thank you.
[AGENT][NEUTRAL] And what is that zip code?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sometimes it comes up [PII] instead of [PII].
[AGENT][NEUTRAL] Mm let's see, oh.
[CUSTOMER][NEUTRAL] It's just a house that's in the, on the borderline, I guess, at these two little cities.
[AGENT][NEUTRAL] Let's see um.
[AGENT][NEUTRAL] Oh, can you give that to me one more time? I don't know why it didn't say it. Sorry about that.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We could try putting it in. She gets mail.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm staying with my sister right now, but anyway, I can tell you, you might want to try [PII], that's one word.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what was that zip again?
[CUSTOMER][NEUTRAL] See if it'll save that [PII].
[AGENT][NEUTRAL] No, it took it, [PII]. OK. um, and then what's your new email?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I have 3 of those in a row.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Make sure that took.
[CUSTOMER][NEUTRAL] I had someone on that on another policy. I was giving him my address change and it. I gave him my point and it put in Archdale.
[CUSTOMER][NEUTRAL] On another one, it took my point, so.
[CUSTOMER][POSITIVE] Hopefully, you, I'll get the.
[CUSTOMER][NEUTRAL] Information
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][POSITIVE] I'm so sorry. I'm having technical difficulties. Let me get, let's try this one more time. I'm so sorry.
[CUSTOMER][NEUTRAL] Is it, is it with the address? Cause I can make sure with my daughter. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, it's
[AGENT][NEUTRAL] No, it's my system. I'm having a little bit of trouble with the system. Let me make sure I'm not missing some step. Hold on just one moment, sorry about that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, I'm sorry. OK, let's try this one more time. Fingers crossed it works. OK, 6, what was the 64.
[CUSTOMER][NEUTRAL] I'm OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], is that right?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that was [PII].
[AGENT][NEUTRAL] And that was 2, what was the zip, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your email was [PII]?
[CUSTOMER][NEUTRAL] Yeah, after those three B's comes a small l or lowercase l.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] So it's um [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Sorry. Um, OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, and what was your um question on your policy?
[CUSTOMER][NEUTRAL] Oh, my beneficiary.
[AGENT][NEUTRAL] Beneficiary, OK.
[CUSTOMER][NEUTRAL] I just needed to know who, who I had listed and then the amount of the policy, the value.
[AGENT][NEUTRAL] OK, so let's see we've got.
[AGENT][NEUTRAL] Beneficiary, I have [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do I have a backup?
[CUSTOMER][NEGATIVE] Cause we're going through a divorce, I need to change.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] I'm sorry. I know that's too much information, but.
[AGENT][NEUTRAL] No, you
[AGENT][POSITIVE] No, you're fine, totally fine. Totally understand. Um,
[CUSTOMER][NEUTRAL] It's not one I wanted, trust me.
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Understand.
[AGENT][NEUTRAL] Um, OK, so the beneficiary.
[CUSTOMER][NEUTRAL] Especially at my age.
[AGENT][NEUTRAL] Uh, so I'm gonna need to send you a form, um, because we'll need that signed by you. So, we'll get that sent to your, we'll get that sent to your new address and
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure will.
[CUSTOMER][POSITIVE] I appreciate that.
[AGENT][NEUTRAL] Yeah, absolutely. And then let me see if I can see what your amount was.
[AGENT][NEUTRAL] Uh, it looks like it is 100,000.
[CUSTOMER][NEUTRAL] OK. And I couldn't remember, is that a whole life?
[AGENT][NEUTRAL] This is a
[AGENT][NEUTRAL] Term
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And what, what?
[CUSTOMER][NEUTRAL] When does the term come up?
[AGENT][NEUTRAL] 20 years.
[AGENT][POSITIVE] Um, looks like you're, uh, it was for 20 years and it was effective.
[CUSTOMER][NEUTRAL] How many?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh dear. I better get on the ball. I'm gonna get this for my family.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] My daughter's like, don't talk.
[CUSTOMER][NEUTRAL] Whatever
[CUSTOMER][POSITIVE] At least I'm smart enough to know I'm old.
[AGENT][NEUTRAL] That's not that old.
[CUSTOMER][NEUTRAL] So the, the term, the term would be up in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On [PII], or how many months do I have?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I know it's not funny. S[PII].
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] Um, it's, it's, so it's renewable and convertible, so it will renew in 1 year term periods until age [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh, I could renew it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my premium would be about 4000 a month.
[AGENT][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] Just, just kidding.
[AGENT][NEUTRAL] No, I'm not sure on the premiums, but I can get you to customer service. I believe they can help um with like premium questions and.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, OK, let me see.
[CUSTOMER][NEUTRAL] But before I do switch over there, is this just life insurance on me?
[AGENT][POSITIVE] Yes, it's for you. Looks like you have.
[CUSTOMER][NEUTRAL] Because I had one, I had my husband with 10,000 on him.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, this one has that as well, so I think they can help you, um, you know, talk about if.
[AGENT][NEUTRAL] Obviously you probably want to get that canceled, so, um, let me see.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So he doesn't have a policy with this one.
[AGENT][NEUTRAL] It, it looks like this did, it actually does. It has an $8000 spouse life policy.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, we're not divorced yet. That sucker might can help me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, but yeah, um.
[CUSTOMER][NEGATIVE] [PII] [PII], please forgive me.
[CUSTOMER][NEUTRAL] So I'm thankful that he has that cause that would be the only life insurance he's got. And he's got cancer and I think he's had another stroke.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] I just don't know what to think. Everything, his whole behavior changed and then we went from selling our house and I had already been, they accepted our bid on the house. We were gonna move in. We already had paid.
[CUSTOMER][NEUTRAL] You know, the money to, for them to do it and the people accepted our bid. And then he says, I don't want to be married anymore. I'm just like, what? After 27 years.
[AGENT][POSITIVE] Oh, I'm so sorry.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Anyway, that's some TMI my kids though.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Well, OK.
[CUSTOMER][POSITIVE] Sorry about that. I know you really needed to know.
[AGENT][NEUTRAL] Oh, but
[AGENT][POSITIVE] Totally, I, I'm totally fine. Let, let it out. You don't wanna hold it in, that's for sure.
[CUSTOMER][POSITIVE] Well, thanks. You're mighty kind.
[AGENT][NEUTRAL] Um, OK, so.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Let me, I'm gonna get you the beneficiary form and get get that mailed out to you, but let me get you over to customer service because I don't want to tell you any wrong information, and then they'll be able to help you kind of, you know, hash out like what's the premiums look like when you, if you renew, etc. and then getting, um, spouse life canceled.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. All right, um, hold.
[CUSTOMER][POSITIVE] I appreciate all your help.
[AGENT][POSITIVE] Yeah, absolutely. Is there any, yeah, you too. Um, hold on one moment, OK?
[CUSTOMER][POSITIVE] Take care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], this is [PII] on the care team. I have uh [PII]. Um she has some questions about her life insurance policy, um, and like that the renewable part of it.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] and what that means for like premiums and then also she's going through a divorce and she needs to get her husband off of the policy. Um, is that something you can help her with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, yes, I can.
[AGENT][NEUTRAL] OK, um, I've got her policy number and then I do have, I, I did verify all of her information.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, her policy is 637.
[AGENT][NEUTRAL] 237.
[CUSTOMER][POSITIVE] Alright thank you give me just a second while I pull it up.
[CUSTOMER][NEUTRAL] 7237.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] [PII], yes. And then she, I, I didn't know if I, can I send her a beneficiary, new beneficiary form or is that something you do?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I wasn't sure on which.
[CUSTOMER][NEUTRAL] Um, yes, you can go ahead and send her.
[CUSTOMER][POSITIVE] Yes, you can um send it to her.
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] OK, perfect. I told her I would do that, so I'm gonna transfer her on through. Thank you so much.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hello, good morning, Miss [PII].
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that you have questions about your renewal with the policy and um.
[CUSTOMER][NEUTRAL] Cover