AccountId: 011433970860
ContactId: ffb40398-42f3-4dca-88a5-4e33afcb821d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 672820 ms
Total Talk Time (AGENT): 369504 ms
Total Talk Time (CUSTOMER): 297788 ms
Interruptions: 10
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/ffb40398-42f3-4dca-88a5-4e33afcb821d_20250206T18:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APA. This is [PII] and customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good, sir. How are you today?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Um, I have a member on the line that she's calling because she, well, she asked for the policy certificates which she already took care of that. Um, but now she wants to know about it. She said that the policy is a life policy, and I'm not sure if what she means is a cash out, but she said she was gonna get a refund back or something like that, which I don't think that's right.
[CUSTOMER][NEUTRAL] Um, but she just needs the information about when the member turns, um.
[CUSTOMER][NEUTRAL] a certain age, like what happens to the policy?
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] I don't see anything on this one.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] OK, she has two policy numbers. Um, the first one is 485897.
[CUSTOMER][NEUTRAL] And then I got another one which is 451-274.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna pull both of them up at the same time.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Will [PII].
[CUSTOMER][NEUTRAL] Ms. [PII] is the one calling. She said she's the owner of the policy. Mhm.
[AGENT][NEUTRAL] OK, got you, yeah, they're gonna be on two different people, got you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh boy. OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I know they come up with some questions but it's not even nowhere.
[CUSTOMER][NEGATIVE] this question and you put it in guru and you're like, not even a guru. I don't know.
[AGENT][NEUTRAL] Yeah. These are whole life policies, so their age doesn't matter as long as the premiums are paid.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm thinking she's probably talking about like a cash out or something like that.
[AGENT][NEUTRAL] A term life is what she, a term life would be if it um if you reach a certain age at terms or whatever, but I mean these are whole life up until like [PII] something, I think, um hold on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And it may actually be [PII], I can't remember.
[AGENT][NEUTRAL] Man
[AGENT][NEUTRAL] OK, and did you get a callback number for Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, uh, the callback number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and everything's been verified on both policies.
[CUSTOMER][POSITIVE] Yes, I did. Yes.
[AGENT][POSITIVE] OK, so thank you. I'll take a look.
[CUSTOMER][POSITIVE] You're welcome. All right. Here she comes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, have a good day.
[AGENT][NEUTRAL] You too, bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye. Thank you for holding and being patient for me. I've got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here, Miss [PII]. OK, thank you so much. You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too now. Thank you. Mm bye-bye.
[AGENT][NEUTRAL] Hi, Ms. [PII]. My name is [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Doing OK, Ms. [PII], how you doing?
[AGENT][POSITIVE] I'm good. Thank you so much for asking. Uh, Ms. [PII] was telling me that you have some questions regarding your policies.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am, I sure do. Uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 11 question is that when I took out the policy on [PII], which is policy number 00485897.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At that time, the lady told me that by the time she make [PII], the policy would be paid off and I was just trying to find out if that is a true statement or there or are there stipulations to it being paid off by the time she made [PII].
[AGENT][NEUTRAL] Let me take a look at that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. So, we issued this policy in [PII], so it is 22 years old, 22 years in a month.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I'll have to calculate up the cash value on that one, Ms. [PII], and see, uh, the face amount is 10,000, so if the cash um if the cash value amount has reached that 10,000, then that would be the case, um, and it does take a little while, um, for us to actually do that because we have to add that up by hand, um, so I'll have to give you a call then.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I got you. I was just curious because that was a statement that was nothing she, you know, just when she was selling me insurance, that was a statement. And I always said I was gonna ask and I always forget about asking and everything, so when I was uh sending my policy off, I, I mean my payment off, I was I'm gonna call and see if that's a true statement or are there stipulations behind that statement.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, now you can definitely pay, uh, you can definitely pay up the policy actually before, you know, a lot of people think that, um, whole life insurance is you just pay it until you need it um but if you do pay more premium than what the actual face amount is, then yes, it would be paid up.
[CUSTOMER][NEUTRAL] But if we, yeah.
[AGENT][NEUTRAL] Um, but typically it takes longer than 22 years, um, but like I said, I will add up the, the cash value on the policy and see, uh, where you're at.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I'm not trying to cancel it now, OK? OK. I'm not trying to cancel it now. OK, OK, and my other question was, uh, what's the procedures for updating beneficiaries?
[AGENT][NEUTRAL] Yes, ma'am. I understand.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I just need to send you a beneficiary change form and you'll just follow the instructions on the form, and it has to be notarized and mailed back in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the reason why I was asking is because at that time, [PII], I think was about maybe 6 years old. If I'm not mistaken, I think I had her as my beneficiary, but I had my son on there because she was a minor at the time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so right now on her policy, you're the beneficiary on hers, and it looks like she's the beneficiary on yours.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, and I don't have my son as the, uh, you know, when they have a minor or something, they have somebody else that would
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I forgot what they call it, uh.
[AGENT][NEUTRAL] Yeah, I don't see anything but hold on just a second and I'm gonna look back through your um account and see if we have anything stating that he's not in your actual policy, but that doesn't mean he's not in here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Let's see if I can find your.
[AGENT][NEUTRAL] Application.
[AGENT][NEUTRAL] Takes a little while for this stuff to load up.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] OK, so you have [PII], is that your son you were talking about? OK, he is listed as the contingent. So what that means is if [PII] is unable to accept it or if something happens to her before something happens to you, then that benefit would go to [PII]. Mhm.
[CUSTOMER][POSITIVE] Right, yes, yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Him, OK, alright, that's good enough for me. And last but not least question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, if I wanted to perse upgrade the policies or anything, is there a stipulation or procedure or something, or would it affect these policies in any way, you know.
[AGENT][NEUTRAL] Mm, um, so unfortunately we can't upgrade it or change the face amount on them and we also are no longer offering, um, individual policies to be purchased by individuals. um, we've basically moved more into the sector of employers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, that offer these policies, so yeah, we still honor our policies that were, you know, were sold to individuals, but we're not selling any at this time, um, so yes ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got you, OK.
[CUSTOMER][POSITIVE] Alright then I appreciate that and thank you all so much.
[AGENT][NEUTRAL] No problem, Miss. Uh, did you still want me to send you a beneficiary change form just in case, or are you good with how it's set up right now?
[CUSTOMER][POSITIVE] No, I'm good, I'm good with how it's set up now.
[AGENT][NEUTRAL] OK, and I'm gonna make sure to add um Junior to the actual policy like I said, he's not on the policy, but he is in the paperwork and we do have to check that paperwork before we send out anything uh so I'll make sure to get him added on there so that next time whoever looks at the policy will see him in there, um, and I will, mhm.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And uh OK.
[CUSTOMER][NEUTRAL] Go ahead. Since you say that, I think I have really as mine, I'm as hers.
[CUSTOMER][NEUTRAL] That's right, that's the way it is, right? OK, alright then and what.
[AGENT][NEUTRAL] Yes, yes, ma'am. Mhm. And then you've got [PII] as your contingent.
[CUSTOMER][POSITIVE] OK, all right, OK, OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No problem. Was there anything else I could do for you, Ms. [PII]?
[CUSTOMER][POSITIVE] No, ma'am, that is it, memory. Thank you so much.
[AGENT][NEUTRAL] All right. And I'm gonna, I'm gonna check that policy for Will um Will [PII] and um if you have met.
[AGENT][NEUTRAL] That's 10,000 I'll give you a call back and we'll see what we need to do going forward about that um but uh we'll send you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't think so, yeah, but anyway, I was why.
[AGENT][NEUTRAL] Yeah, I don't think you have, but I'm gonna double check and just make sure and I'm gonna send you that amount on a letter to your address on file, OK?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] No problem. Would you like me to do that for your policy as well?
[CUSTOMER][NEUTRAL] I'm not really, but if you want to, you can, but not really.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, if you don't want it, that's OK, we'll leave it alone, um, but anyway, if you have any other questions, Miss [PII], you can call us back any time, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] No problem. You have a wonderful rest of your day and thank you so much for choosing APO.
[CUSTOMER][POSITIVE] Thank you and bye bye.
[AGENT][NEUTRAL] Bye-bye.