AccountId: 011433970860
ContactId: 052fc7ef-1415-4f48-a928-7b9c8aee6e13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271100 ms
Total Talk Time (AGENT): 96563 ms
Total Talk Time (CUSTOMER): 56456 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/052fc7ef-1415-4f48-a928-7b9c8aee6e13_20250221T15:29_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, um, how you doing? I believe I have a policy with you guys and I wanted to know if I can add a beneficiary.
[AGENT][NEUTRAL] OK, I can check and see if you do um may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um do you have a policy number or any information about the policy or you don't, Mr. [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, may I have the spelling of your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and let me spell out the first name one more time. That's [PII]
[AGENT][NEUTRAL] Or key. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not pulling anything up with your name. Um, do you mind providing the social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And may I have the mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] The mailing address should be um.
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the uh
[CUSTOMER][NEUTRAL] You said what else did you ask for?
[AGENT][NEUTRAL] And the email address?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we have a [PII]. Is that OK?
[CUSTOMER][NEUTRAL] No, you can change that one change that.
[AGENT][NEUTRAL] OK. OK. Let me have that new 11 more time.
[CUSTOMER][NEUTRAL] [PII], my first name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The letter [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, Mr. [PII], I did find your policy. Now, this policy in particular is a secondary supplemental plan. Um, this one is medical is to help with the deductibles, co-payment, and coinsurance from your major medical. So for this one, beneficiary uh is not required because it doesn't have a life benefit.
[CUSTOMER][NEUTRAL] That's not, I thought that was my life insurance.
[AGENT][NEUTRAL] No, it's not. This is your secondary supplemental plan.
[CUSTOMER][NEUTRAL] For medical or dental?
[AGENT][NEUTRAL] Medical?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yeah, you might want to contact um your HR department and see who has your uh life policy, but it's not through us.
[CUSTOMER][NEUTRAL] OK, I will.
[AGENT][NEUTRAL] OK. Alright, is there anything else I may help you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, bye bye.
[CUSTOMER][NEUTRAL] Yeah