AccountId: 011433970860
ContactId: 0a9b520b-44a2-4a23-a9fa-ea8c65fae249
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 720280 ms
Total Talk Time (AGENT): 343980 ms
Total Talk Time (CUSTOMER): 245678 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/0a9b520b-44a2-4a23-a9fa-ea8c65fae249_20250530T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] I'm calling in regards to my life insurance policy or
[AGENT][NEUTRAL] OK. All right, [PII].
[CUSTOMER][NEUTRAL] Uh, I'm, I'm just calling to see what it is and if, if I can change the beneficiary on it.
[AGENT][NEUTRAL] OK [PII], I can help you with both um your benefits and change of beneficiary. um, Mr. [PII], can I please get your callback number just in case the call's dropped I'll be able to call you back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, and I'm sorry, what was your name again? I'm sorry.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] My, my name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. And then what is your, you're welcome, Mr. [PII]. What's your uh policy number, sir?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 1029337
[CUSTOMER][NEUTRAL] And I believe my parents took this out when I was born, I believe.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] 1029337, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm showing a different name on that policy and that's no longer active. um, can you give me your social, [PII], and let me try to pull in your policy that way.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up, see if we can find you.
[CUSTOMER][NEUTRAL] Because I've been, I've been paying it right along every year to you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright I think I have you.
[CUSTOMER][NEGATIVE] I said it just, just kind of got dumped on me from, yes, it, it kind of got dumped on me from my father and he kind of didn't really even explain and he's old and has dementia, so.
[AGENT][NEUTRAL] Mr.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Look.
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] I just trying to figure things out, but, but I've been writing a check for 10 years at least.
[AGENT][NEUTRAL] I understand sir I understand.
[AGENT][POSITIVE] Yes, of course.
[AGENT][NEUTRAL] Yes, I understand, um.
[AGENT][NEUTRAL] Will you please uh verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I think I have found you.
[AGENT][NEUTRAL] Let's look it up.
[AGENT][NEUTRAL] Alright, Mr. [PII], for security reasons can you please give me your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then my phone number.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um, my cell phone number which I'm calling you from now is [PII].
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] And what might have been there is my old home phone number I could give you if you.
[AGENT][NEUTRAL] No sir, I've got the correct one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, and what is your email address, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying your policy for me, sir. All right, let me take a look here.
[AGENT][NEUTRAL] Let me get your benefits.
[AGENT][NEUTRAL] OK, and this is just to verify your benefits. It's not a guarantee of payment. You have a uh $5000 benefit amount, um, in the event of a death, and in order to change your beneficiary, I'm gonna refer you to our website because there's some paperwork that you need um it's a beneficiary change form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the website is
[CUSTOMER][NEUTRAL] Who is on there now?
[AGENT][NEUTRAL] Uh, let me look.
[AGENT][NEUTRAL] Mm it says see file so let me pull up your your insurance file. It's gonna be just a moment while the computer downloads that for me.
[AGENT][NEUTRAL] I apologize you're gonna have to wait just a moment because it has to pull the back file from way back when.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] When, when was the policy actually purchased? So like I said, I don't get a lot of information.
[AGENT][NEUTRAL] Uh, you
[AGENT][NEUTRAL] Right. Your effective date. Now, this, this, this is gonna
[AGENT][NEUTRAL] We don't see him this, this old very long.
[AGENT][NEUTRAL] Um, your effective date is [PII].
[CUSTOMER][NEUTRAL] [PII], I got you.
[AGENT][NEUTRAL] That's been a long, it's been a while. Yes, sir.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] All right, and I'm trying to find.
[CUSTOMER][NEUTRAL] And it, it's just actually it, it's just actually, it's just actually a death benefit, right? It's not, it's not a policy you cash in or anything of that nature, is there?
[AGENT][NEUTRAL] Right, right, it's a death benefit.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] And, and I was just curious as to who the beneficiary is on there cause like I said, I, I don't get a lot of information and
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yes, sir. I'm looking to see.
[CUSTOMER][NEUTRAL] I've been divorced 10 years, and I don't know if my
[CUSTOMER][NEUTRAL] [PII] is on there. I don't know, but I just wanna make sure she's not.
[AGENT][NEUTRAL] Oh right.
[AGENT][NEUTRAL] Right, I understand, sir.
[AGENT][NEUTRAL] I'm not showing that she's on it um I'm going so far anyway. I'm gonna keep going through this paperwork to make sure this is all copied paperwork from when the policy originated, so I have to go through that real quick and see if I see a beneficiary on the paperwork.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It, it might have been one of my parents. I know my mom has been dead almost 20 years, but, uh, my dad is still there I said he has.
[AGENT][NEUTRAL] It looks like your daddy's on.
[CUSTOMER][NEUTRAL] OK. OK. So uh
[AGENT][NEUTRAL] Like he's, he's the um.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And he was also the policy owner, but I'm looking on the back file to see about the beneficiary because it tells me to see the file. Let's see who we can find for the beneficiary.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] There's a lot of papers in here I have to just kind of scroll through them.
[CUSTOMER][NEUTRAL] Understood.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Can be just a little bit. There's many, many on here.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] I'm hoping to find the original application and that will tell us who is on there.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Yeah, it's for you.
[AGENT][NEUTRAL] Your daddy is the primary beneficiary and your mama was the contingent.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any way I can change it, or I said dad is in pretty rough shape. He's got dementia now and he's
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely. Oh yes, sir. um, yes, let me give you the website to go to.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And then you're gonna when once you get on the website just above the gentleman's shoulder you're gonna see claims and forms.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you get to claims and forms you're gonna choose the beneficiary change form.
[AGENT][NEUTRAL] You'll download that and then um you'll be able to change the beneficiary now it will need to um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Be notarized before we can have it changed.
[AGENT][NEUTRAL] I'm looking to see if they have it.
[CUSTOMER][POSITIVE] OK, and I don't need a signature from him, do I, or like like because he's, he's a pretty.
[AGENT][NEUTRAL] No sir, um, because the policy is in your name so it's called the policy holder request for policy change.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's what the full name of it is on the website policyholders request for policy change.
[CUSTOMER][NEUTRAL] Oy hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Request for policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and it also gives you the address at the bottom of um the page where you need to send it to.
[AGENT][NEUTRAL] After you get all the information filled out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is it when you say that, is it then do you return it as an email or do you physically, like do you download it and physically.
[CUSTOMER][NEUTRAL] Sign it and then mail it back through the mail, or what do you?
[AGENT][NEUTRAL] You mail it back in, yes sir.
[CUSTOMER][NEUTRAL] Through the mail, OK, OK, so you have to download it and then physically mail back.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And then how long do you get verified once you guys get it back? How long does it take to get it? I'm just trying to get everything straightened around. I
[AGENT][NEUTRAL] Once we
[AGENT][NEUTRAL] Yes, I understand. Once we receive the claim form, it'll take 7 to 10 business days to update it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then they'll also send you notification and let you know that they received it and it's been updated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. OK, and, and then I will still continue to pay this, it's like $79 a year, $79.92 is what I'm looking at.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me look at it real quick, um.
[AGENT][NEUTRAL] Yes, 7992, yes sir.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] OK, and that'll just continue to go till.
[CUSTOMER][NEUTRAL] The end of end of my time, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] The payment, payment on it. OK, that's fine. Just as long as I'm trying to just get everything that when something happens to me that my friend doesn't then go, what is this? What do I have to do, you know, just. But anyway, I appreciate it. Thanks for all your time, Tory, and I'll check it out.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] All right, well, I'm glad I was able to help you, Mr. [PII]. You have a wonderful weekend. Thank you for calling APL.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] You too. You bet. Thank you. Bye.
[AGENT][NEUTRAL] Bye bye sir.