AccountId: 011433970860
ContactId: 08e86716-0b7e-4749-b7c4-429dc7387d7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 468640 ms
Total Talk Time (AGENT): 240066 ms
Total Talk Time (CUSTOMER): 205813 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/08e86716-0b7e-4749-b7c4-429dc7387d7a_20250106T18:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you?
[AGENT][POSITIVE] I am good. So how are you, honey?
[CUSTOMER][NEGATIVE] Uh, I'm cold. I'm freezing.
[AGENT][NEUTRAL] Yeah, my feet are a little cold too.
[CUSTOMER][NEUTRAL] I know, trying to keep warm, but it's not that easy.
[AGENT][NEGATIVE] No, it's not, girl. No, it is not. Oh my genies. Oh [PII] have [PII]. 00 yeah, you talking about it makes me cold.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Oh my gosh, like a.
[CUSTOMER][NEUTRAL] Yeah, well, I have, I have a member on the line that, um, well, he said that he, uh, spoke to somebody, uh, a couple of months ago and he was told that there was gonna be an update of his policy, it's a life policy.
[CUSTOMER][NEUTRAL] And um he was supposed to receive some beneficiary change or a change of policy or something like that, which I, I don't, I don't know. I see the note that [PII] put in, but the, the notes that [PII] put in is basically a refund um that was sent to them because of the youngest child being removed or something like that and
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So yeah, I'm not really sure well it looks like [PII] um we uploaded beneficiary. OK, so we do have that um but um that was the note from Toy but I don't know about the change. I think they're expecting a new policy or something like that, and I'm not sure about that.
[AGENT][NEUTRAL] Oh my goodness. All right, what's that policy number, so?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That is 153457.
[AGENT][NEUTRAL] Donald to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright mhm.
[AGENT][NEUTRAL] How, how do you, tomorrow.
[CUSTOMER][NEUTRAL] The [PII], mhm.
[AGENT][NEUTRAL] OK, let's see that.
[AGENT][NEUTRAL] No change, refund of premium receipt on expired writer.
[AGENT][POSITIVE] For either from memory or my child write or young childrens find the difference at a contingent.
[AGENT][NEUTRAL] notarized form.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, correct the date of birth and social and a phone number and insurance is requesting a review of job.
[AGENT][NEUTRAL] OK, I'm like you. I just say, OK, so alright, put Mr. [PII] through and I will do my best to assist him.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, and I did fully verify everything, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, sir. Have a good day.
[CUSTOMER][POSITIVE] You're welcome. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Thank you for holding and being patient for me, Mr. [PII]. I got Miss [PII] on the line. She's gonna assist you from here. She's in the customer service department.
[CUSTOMER][NEUTRAL] OK doke.
[CUSTOMER][POSITIVE] OK have a good day.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Good morning or good afternoon, Mr. [PII]. How are you?
[CUSTOMER][POSITIVE] Oh we're doing great, a little chilly but it's great.
[AGENT][POSITIVE] Good, good. Yes, sir, exactly.
[AGENT][NEUTRAL] A little chilly over here in [PII] as well. So Mr. excuse me. So Mr. [PII] was telling me that you're calling today because you were supposed to receive an updated policy, is that correct?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Yes, the last person we had spoke to with your, uh, one of your representatives.
[CUSTOMER][NEUTRAL] This was back in July we had spoken.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] They had sent us some paperwork to send back to y'all beneficiary because we wanted to change our beneficiaries to our daughters.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] He said that she would send us the paperwork, we send it back.
[CUSTOMER][NEUTRAL] And then y'all would send us an updated policy, new policy.
[AGENT][NEUTRAL] OK. OK. And who is the, who is the beneficiaries on your policy? Let's make sure it's correct.
[CUSTOMER][NEUTRAL] That we want to change it to?
[AGENT][POSITIVE] Yes, I just wanna make sure we got it updated for you.
[CUSTOMER][NEUTRAL] OK, it's [PII] and [PII] and it'd be [PII] be the primary.
[AGENT][NEUTRAL] OK, so [PII] and [PII] are contingent and [PII] is primary. OK, that's what I'm seeing in our system. Wonderful. So I'm not sure if another policy got mailed to you or not. What I'm going to do is request one right now.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, we just want to make sure y'all received it, to make sure it's correcting y'all, uh, records, so when it's time to use it, it'd be all OK.
[AGENT][NEUTRAL] Yes, ma'am. I am showing those, those are added on there and I'm gonna, I'm going to request a new policy to be mailed to you anyway, just to make sure uh everything is good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, baby.
[CUSTOMER][NEUTRAL] OK, and that'll be for [PII] and also my wife [PII].
[AGENT][NEUTRAL] For your, your, um.
[AGENT][NEUTRAL] You want a policy. So you have two different policies. Is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes, yes, I have one for me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And one for my wife.
[AGENT][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] The numbers are the same except for the last is 57 on mine and 58 on hers.
[AGENT][NEUTRAL] Alright, let me go back to that policy real quick. Let's see what we have here.
[AGENT][NEUTRAL] So you're both on the same policy?
[AGENT][NEUTRAL] Um, I'm not sure.
[CUSTOMER][NEUTRAL] We have each our own policy.
[AGENT][NEUTRAL] Oh, you each have, OK, let me.
[AGENT][NEUTRAL] Let me see if I can find Ms. [PII]'s policy.
[AGENT][NEUTRAL] Cause I'm just showing you Mr. Mr. [PII] on this policy.
[CUSTOMER][NEUTRAL] Yeah it'd be 00153458.
[AGENT][NEUTRAL] So let's
[AGENT][POSITIVE] Oh, OK, thank you.
[AGENT][NEUTRAL] So what I will do is order a policy on both of those, OK? And that could take, alright, so I would say roughly 7 to 10 business days to allow that for us and we will get you taken care of. Now if you've not received that, you're welcome. If you've not received that, you know, within 10 business days, please give us a call back and check on that for us.
[CUSTOMER][NEUTRAL] OK, that'll be fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well thank you very much.
[CUSTOMER][NEUTRAL] OK, and what is your name or your extension number?
[AGENT][NEUTRAL] My name is [PII] and I'm in the customer service department and I am gonna add notes to both policies that I did order, uh, master, uh, I'm sorry, order your policies to be mailed to you at the address we have on file.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah well thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else that we can help you with today?
[CUSTOMER][POSITIVE] Just stay warm.
[AGENT][POSITIVE] Oh, I hope you both do too as well. Oh yes, yes.
[CUSTOMER][POSITIVE] Oh, and I like your background music.
[AGENT][NEUTRAL] Oh, I'm, I'm gonna have to call us and see what it sounds like.
[CUSTOMER][NEUTRAL] Oh, it's, it's nothing but the horns sound like [PII].
[AGENT][POSITIVE] Oh, OK. Oh, wonderful. God bless them. Mm mm mm. Oh, well, thank you, Mr. [PII] for calling APL, sir. I hope you and Mr. [PII] both have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Y'all too
[CUSTOMER][NEGATIVE] No thanks
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.