AccountId: 011433970860
ContactId: 00e4a5bc-b44b-4415-bba5-80dc09f21ac3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116419 ms
Total Talk Time (AGENT): 79238 ms
Total Talk Time (CUSTOMER): 54744 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/00e4a5bc-b44b-4415-bba5-80dc09f21ac3_20250103T20:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, this is [PII]. I spoke with you this morning about a claim on the policy for [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Or a couple couple of policies.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] The issue I'm having is that the original documentation we have had different policy numbers.
[AGENT][NEUTRAL] Oh no, they probably got the old policies and numbers on it. We just, uh-huh, yeah, it doesn't matter, just write on there the new policy numbers but they'll easily be able to find them, which is that 154517 and that 12, I think it's, let me make sure.
[CUSTOMER][NEUTRAL] That those I
[CUSTOMER][NEUTRAL] Right, so.
[CUSTOMER][NEUTRAL] 115225, yeah 2225, yeah.
[AGENT][NEUTRAL] Uh-huh, yeah, uh-huh, yeah, OK, that's all you have to do.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] So, so you've got some documentation somewhere I guess that shows that correspondence of the old number with the new or something?
[AGENT][NEUTRAL] Yeah, we get, once you, once you, once you put that new number on there, they gonna, they gonna locate the policy. We just, we didn't have no documentation about that trust. We only had a change of beneficiary form, but we had nothing, no, no paperwork on file about the, uh-huh, yeah.
[CUSTOMER][NEUTRAL] Or does it
[CUSTOMER][NEUTRAL] Oh, I see. OK, because I was about to send you, I was about to send you the change of beneficiary, but what you need is the.
[AGENT][NEUTRAL] Yeah, we got that. Yeah, we got that. We need paperwork showing it actually was set up, you know, it was done with her name on it. Yeah. That's what Lika is asking for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well I have something that's official document on your on your paperwork.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, that's the change of beneficiary. We, we got that, uh, uh, yeah, something showing, yeah, showing the court, uh-huh, yeah, with her name showing the crossing was done, yeah.
[CUSTOMER][NEUTRAL] Uh, surrender of policy, yeah, OK, what you need is something from the, the, the, that his lawyer.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] All right. You're welcome. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] All right. Thank you. You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Well, I guess right.
[CUSTOMER][NEUTRAL] You too.