AccountId: 011433970860
ContactId: f411094f-741f-48bd-8c92-e87ef3fce070
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 684929 ms
Total Talk Time (AGENT): 256921 ms
Total Talk Time (CUSTOMER): 257724 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/f411094f-741f-48bd-8c92-e87ef3fce070_20250211T21:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, this is [PII]. I am a retired teacher and I have a policy with y'all and I'm just trying, I don't even know what I'm, what I have. I really don't. I'm trying to find out, do I have whole life, do I have time or what, where must we start?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you want to know what policies you have active with us now?
[CUSTOMER][NEUTRAL] Where you want me to
[CUSTOMER][NEGATIVE] Yeah, I'm sure there's just one, but I don't know. You know, I pay $56 a month. Where is that going? Is that, is this whole life or what? I don't know what I'm buying.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, I can definitely look into it for you and I'll let you know for sure what the policy is. Um, Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] OK, good, good, good.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, that's a good question. Now wait a minute. Uh.
[CUSTOMER][NEUTRAL] Wait, let me see, where is it on this? It'll be on the page where the man, this has been 20 years ago, so I don't even.
[AGENT][NEUTRAL] Oh, I can also, I can look it up with your social. You don't have to look for it.
[CUSTOMER][NEGATIVE] Hardly remember buying it.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] It is whole life. I see that written on there now.
[AGENT][NEUTRAL] Yep, and it looks like it's whole life. Hold on, it just came up.
[AGENT][NEUTRAL] And I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that. And your um email address?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And thank you so much for verifying and all the information provided is a verification of benefits, not a guarantee of payment. So yes, ma'am, this is a whole life policy. It's been active since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so if the policy was to ever be used, there is a $20,000 benefit that would be paid out for the, for the policy.
[CUSTOMER][NEUTRAL] OK, at my demise, who will get that 20,000? My children, my two sons.
[AGENT][NEUTRAL] Let me see. Well, I'm not showing that there's a beneficiary or anything on file. Um, so if you want to, it would just go to the next of kin, but if you wanted to specify, you can as well too.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Because when the man wrote it up, he wrote their names on my original application.
[AGENT][NEUTRAL] Actually, you know what, wait, wait a minute, hold on one second, because I see [PII]'s Sons. Hold on one second, let me see what this.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, I'm not sure why. Let me, hm, I don't see any notes as to
[AGENT][NEUTRAL] Alright, so this is what I'll do. Let me go ahead and reach out to customer service.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because your sons were on here already and I don't know why it was dropped. So I'm gonna see if this is just something that they can fix or um because I see we mailed or emailed the beneficiary form as well. So I'm not sure why they're not on here. Do you mind if I place you on just a brief hold while I reach out to [PII]? OK, hold on one moment, OK? You're welcome.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Not at all.
[CUSTOMER][POSITIVE] Thank you. OK, all right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. How are you doing?
[CUSTOMER][NEUTRAL] I'm fine, [PII]. How are you there?
[AGENT][POSITIVE] I'm doing good. I, um, well, can you look at this with me?
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] OK, it's the whole life.
[CUSTOMER][NEUTRAL] Oh genies, oh God, help us. OK, honey, where'd you get?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But I think it might just be a quick question. OK, so 720,770.
[CUSTOMER][NEUTRAL] OK. Let's gonna hold our breath here. Oh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. 720,770.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes, so the policy is like from [PII]. She said when she originally set her policy up, well, actually it's [PII], but she said when she originally set the policy up, her sons were the beneficiaries, so she wanted, so she asked me, well, if something happens to me, who does it go to? I don't see in the notes anywhere as to why the sons were taken off. Is that something we can see, like she needs to talk to somebody or?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I just wanted the policy didn't get termed at one point and they didn't get reinstated and should call let's see, policy.
[CUSTOMER][POSITIVE] Sure, uh, well, uh, I'll be OK.
[CUSTOMER][NEUTRAL] 00, the very last sentence I went, I tapped right past the follow up on, off group life.
[CUSTOMER][NEUTRAL] Lap led or 2011. So the children should be the beneficiaries.
[AGENT][NEUTRAL] Yeah, she, um, so she has like the original paperwork there. She said it was written down on there and then when I went to um [PII] to see if they were there, I saw where it says [PII]'s sons, but it was dropped.
[AGENT][NEUTRAL] So then I went to the notes and I'm like, well, I don't know why it was dropped, so I don't know what to do.
[CUSTOMER][NEGATIVE] It, it, it just got, they, it, the policy just got lapsed.
[CUSTOMER][NEUTRAL] And at some point, more than likely and the children, the, the beneficiaries did not get reinstated, but let her know that she may want to mail us a copy of the information she has just so we can have it on file should it ever get disputed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got them reinstated.
[AGENT][NEUTRAL] OK, I will let her know.
[CUSTOMER][POSITIVE] You are awesome, [PII].
[AGENT][NEUTRAL] And so are you, [PII].
[CUSTOMER][POSITIVE] Oh, you're so sweet.
[AGENT][POSITIVE] Alright, I'll talk to you later. Thank you.
[CUSTOMER][POSITIVE] Thank you, dear.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm mm.
[AGENT][NEUTRAL] Alright, thank you so much for holding. I apologize for that wait. So I did speak with customer service, um, so at some point the policy lapsed and they were not added back when you were added, so she just corrected that. Um, so, so, so your boys are on the policy as the beneficiaries.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] When I die,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have $20,000 worth of insurance for them to write a check to my boys or does has it made any money when I'm paying these $56 payments each month.
[AGENT][NEUTRAL] Um, like, does it have a cash value? Um, let me see.
[CUSTOMER][NEUTRAL] I know all my boys, I have whole life since they were children and they, it makes
[CUSTOMER][NEUTRAL] A little money each, I don't know what month year or something.
[CUSTOMER][NEUTRAL] I just wondered if 20 is the absolute final.
[CUSTOMER][NEUTRAL] I answer.
[AGENT][NEUTRAL] Yeah, 20,000 is the max that it will pay out, that this policy will pay out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that's, that's all I need to do is keep paying this $56 every month.
[AGENT][NEUTRAL] Yes, ma'am, and then if something was to happen, they would just notify us, you know, that something has happened. Um, I'm not sure if, if they're required to send in paperwork. At that time, they'll be speaking to customer service and they'll go through everything, but I think it's like the death certificate, um, and then, yes, that 20,000 goes to your boys and then they disperse it, you know, however they see fit.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, probably.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK, so, uh, if I die tomorrow, it's 20,000. If I die 20 years from now, it's 20,000, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] OK, that doesn't back up any.
[AGENT][POSITIVE] Yes, I give like a cash value, yes ma'am.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Right, OK, I got you. Well, that's what I needed to know and I appreciate your help.
[AGENT][POSITIVE] Well, you're very welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, I believe that's it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.