AccountId: 011433970860
ContactId: 0c58d5cb-a32e-4645-b482-bcc3f940ce88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1687459 ms
Total Talk Time (AGENT): 573793 ms
Total Talk Time (CUSTOMER): 336001 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/0c58d5cb-a32e-4645-b482-bcc3f940ce88_20250325T19:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yeah, [PII], my name is [PII], and I was calling. I had submitted a request for a name change and um uh email change um.
[CUSTOMER][NEUTRAL] And I had a voicemail to call in.
[CUSTOMER][NEUTRAL] It's my former name was [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, do you have your policy number available?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] And I also can't get into um.
[CUSTOMER][NEUTRAL] The website um.
[CUSTOMER][NEUTRAL] 2458682
[AGENT][NEUTRAL] All right, thank you. And Miss [PII], can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And your current?
[AGENT][NEUTRAL] Um, address and phone number please.
[CUSTOMER][NEUTRAL] It's [PII] and the phone number is [PII].
[AGENT][NEUTRAL] Thank you and then finally we do have an email, but you said you just received an email correct?
[CUSTOMER][NEUTRAL] I just received a voicemail.
[AGENT][NEUTRAL] A voicemail. OK. Well, can we go ahead and verify that email?
[CUSTOMER][NEUTRAL] In regards to my name change.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, so we have a different email on file, yeah.
[CUSTOMER][NEUTRAL] Or it's
[CUSTOMER][NEUTRAL] Right, right, we, that was my request is a new email address and name change.
[AGENT][NEUTRAL] You're wanting to update that. Got you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And on that voicemail did it say um give a name or department?
[CUSTOMER][NEUTRAL] Um, let me look.
[CUSTOMER][NEUTRAL] She said anybody could help me, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was [PII]
[CUSTOMER][NEUTRAL] It's who called me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Any one of our representatives will be able to help you.
[AGENT][NEUTRAL] OK, and let me, let me ask you, is was the name changed for a last name change?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And was it due to a marriage or divorce or?
[CUSTOMER][NEUTRAL] It was a marriage.
[AGENT][POSITIVE] Oh, congratulations.
[AGENT][NEUTRAL] OK, so they, they will need that a copy of the marriage license.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] For the
[CUSTOMER][NEUTRAL] Well, I sent in my ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can go ahead and update that email.
[CUSTOMER][NEUTRAL] It was sent to [PII].
[CUSTOMER][NEUTRAL] Um, my ID was sent to [PII], um, who is also helping me with a short-term disability.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, plane and she was supposed to send that over for the name change.
[AGENT][NEUTRAL] OK. And what is that email address? I can update that for you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEGATIVE] Can I have 2 on there? 1 to go to work and then 1 my personal one, or will it just update only 1?
[AGENT][NEUTRAL] It's just going to update your primary email.
[CUSTOMER][NEUTRAL] OK, so the primary should be the [PII].
[AGENT][NEUTRAL] Can I repeat that just to make sure I've got that correct, please ma'am?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I just wanna make sure. So it's [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] I have updated that email for you.
[AGENT][NEUTRAL] Now, let me check
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The portal and see what the issue is there have you created an account?
[CUSTOMER][NEUTRAL] Um, I thought I had, um, and then when we first started up and then I've never really used it, so.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I am
[CUSTOMER][NEGATIVE] And it won't let me like.
[AGENT][NEUTRAL] To open it up.
[CUSTOMER][NEGATIVE] It won't let me even put a um like when I go to forget password or username whatever that is option and I put in an email address one of my 3 emails and none it won't take it. I've tried to do new user and go that way and it won't take it that way either.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and are you using your last name of [PII]?
[CUSTOMER][NEUTRAL] Um, I've tried both ways.
[AGENT][NEUTRAL] OK, so actually there is not an account created, so you would need to go in as a new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then be sure to use that Yahoo email.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then which last name should I use?
[AGENT][NEUTRAL] It still has [PII].
[AGENT][NEUTRAL] Do you know when that um marriage license was sent in?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It wasn't a marriage license. They told me I needed to send my driver's license in.
[AGENT][NEUTRAL] Driver's license and.
[CUSTOMER][NEUTRAL] And I sent it in um this morning to [PII].
[AGENT][NEUTRAL] To [PII], is that, um, is she with your employer or?
[AGENT][NEUTRAL] Here at APL
[CUSTOMER][POSITIVE] No, she's there, yeah, she's helping with um my short term disability claim.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] Oh, I bet it's [PII]. Hang on just a second.
[CUSTOMER][NEUTRAL] No, it says [PII], [PII], is her last name.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, let me check here and see. I'm gonna get you taken. I may, I may have to run around the world, but we're gonna figure out what we need to do for you. You ain't gonna just a second if you've got a minute.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And the reason I'm asking is because if we're gonna get that name changed we probably you might wanna do it before you create that account but I'm checking.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see if she is at her desk and we'll see if she's got that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do wanna check because sometimes they do require that.
[AGENT][NEUTRAL] Marriage certificate.
[AGENT][NEUTRAL] And you said her last name was?
[AGENT][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Um, [PII], I, it's [PII]
[AGENT][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And, and the first name is [PII]?
[CUSTOMER][NEUTRAL] Uh huh, do you want her, um.
[AGENT][NEUTRAL] Is she
[AGENT][NEUTRAL] I'm just trying to locate her.
[CUSTOMER][NEUTRAL] And I've got her phone number here and things. I mean I get I.
[AGENT][NEUTRAL] Like I said, I'm just, I'm, I may, it may take me a minute, but we're gonna figure it out and get you taken care of just.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just not familiar with the [PII] [PII] or [PII].
[CUSTOMER][NEUTRAL] Maybe she's with Woolago. Maybe that's the broker or something. I don't know. I thought that.
[AGENT][NEUTRAL] I think it is.
[AGENT][POSITIVE] Especially if she's helping you with the disability claim, I bet you anything it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so we have not received that information if she's with the broker's office as of yet we have not received the name change information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, evidently.
[CUSTOMER][NEUTRAL] Somebody got it because I got the call about it, so.
[AGENT][NEUTRAL] Yeah, let me check one other thing.
[CUSTOMER][NEUTRAL] Because I'm not the one that submitted it, she did so.
[AGENT][NEUTRAL] I'm also, you said that voicemail came from [PII]. I'm checking with her as well. I do know an alley. We do have an alley.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I told you we're gonna figure it out.
[AGENT][NEUTRAL] One way or the other we're gonna look at.
[AGENT][NEUTRAL] I've got several people looking for it so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII] is the broker.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII] left you a voicemail.
[AGENT][NEUTRAL] With instructions how to change your last name?
[AGENT][NEUTRAL] And you wanted benefit information?
[CUSTOMER][NEUTRAL] Well, it was that she needed a copy of my marriage certificate or a copy of my driver's license, and that was already sent to [PII] and [PII] was sending that over.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well I do have someone checking our broker um emails to see if we've received it.
[AGENT][POSITIVE] I've got several people working on you right now to see if we can get you taken care of.
[AGENT][NEUTRAL] So I have our [PII] checking the emails to see if she's received an email from [PII] broker [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I had [PII] seeing what you know what she called left a voicemail regarding so.
[AGENT][POSITIVE] Said, I'm telling you we all work together to try to get you taken care of.
[CUSTOMER][NEUTRAL] Yeah, she would, I mean.
[CUSTOMER][NEGATIVE] She would have had to have gotten something from the broker's office because I didn't initiate it through you guys. They did all of that so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I would have thought then the driver's license would have been with whatever.
[CUSTOMER][NEUTRAL] They would have sent over for.
[CUSTOMER][NEUTRAL] Requested
[AGENT][NEUTRAL] And is it also for a disability claim?
[CUSTOMER][NEUTRAL] Yes, I have a disability claim. I, um, will be starting on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we really do need to get you set up in the portal so you can just submit things online.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, she did find the.
[AGENT][POSITIVE] Email she's forwarding it forwarding it to me so we'll see what we can get taken care of for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, come on email.
[CUSTOMER][NEGATIVE] Never works as fast as we want it to.
[AGENT][NEUTRAL] Never.
[AGENT][NEUTRAL] Unless you're not wanting an email to come like a bill or something like that, and then it just pops right in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] For sure.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let's see what we've got.
[AGENT][NEUTRAL] Oh man.
[AGENT][NEUTRAL] OK, I've I've got the email but we've already updated that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't see any ID information.
[CUSTOMER][NEGATIVE] There should have been two attachments on it. One was my disability claim form, and then the other was the ID.
[AGENT][NEUTRAL] I'm asking if there's an attachment she might not have sent me that.
[AGENT][NEUTRAL] I mean, I see the name change information from [PII] to [PII].
[AGENT][NEUTRAL] Just a name request I don't.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But let's see if there's a.
[AGENT][NEUTRAL] She didn't see an attachment on this email but she's checking further just to make sure.
[AGENT][NEUTRAL] Oh, what kind of dog do you have?
[CUSTOMER][NEUTRAL] We have a German shepherd.
[AGENT][POSITIVE] I love German shepherds.
[AGENT][NEUTRAL] I have a
[AGENT][NEUTRAL] I have an American.
[AGENT][NEUTRAL] Bulldog with some pit in her.
[AGENT][POSITIVE] And she loves to bark
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][MIXED] And she's the sweetest thing, but she's so big. She weighs almost 90 pounds.
[CUSTOMER][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] And it's all muscle. I'm like, you better be nice to me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][MIXED] Oh, we got her as a puppy, so she's, she's pretty gentle except for when she gets excited and it's like, that's a lot of pounds sitting on me.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] Yes, it is. Ours think she's a lot though.
[AGENT][NEUTRAL] Mine does too, and I'm like that's too much dog for my life.
[AGENT][POSITIVE] Oh, that's funny.
[AGENT][NEUTRAL] OK, so I'm still checking, checked with [PII] just to make sure if, if she had any information and she does not.
[AGENT][NEUTRAL] And did did did you fill out a disability claim form?
[CUSTOMER][NEUTRAL] Yes, I did.
[CUSTOMER][NEUTRAL] I have everything done that I'm supposed to do. I'm just waiting on the doctor's form, and [PII] from the broker said to go ahead and submit it, um.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] And then um then I can submit the doctor's form when we get it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so
[AGENT][NEUTRAL] The [PII] here
[AGENT][NEUTRAL] Did check all emails received and we do not have the claim form or the ID to update your name either.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She said she's checked all the emails.
[AGENT][NEUTRAL] From them.
[CUSTOMER][NEUTRAL] Is there an email address that I can forward it to?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah, so you can email it to now your claim documents we try not to email claim documents.
[AGENT][NEUTRAL] Just due to your personal health information we wanna protect you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me, let me check on one other thing.
[AGENT][NEUTRAL] I wanna check one more we might can go ahead and get you in the system and so you can just upload the documents online.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I just wanna make sure if we go ahead and change your name, I mean if you create an account.
[AGENT][NEUTRAL] In your
[AGENT][NEUTRAL] Under Drake, are we, will we be able to change it in the portal later?
[AGENT][NEGATIVE] So I don't wanna do anything it's gonna make it harder for us later so we won't.
[AGENT][POSITIVE] I feel like if we can just keep it simple and easy the whole way through is the best.
[AGENT][POSITIVE] I appreciate your patience.
[AGENT][NEUTRAL] Because if it will change automatically once it's changed in our system in the portal we'll go ahead and get you set up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can just upload that the documents that you have.
[AGENT][NEUTRAL] There
[AGENT][NEUTRAL] And I believe that someone is going to reach out to
[AGENT][NEUTRAL] [PII] broker broker [PII].
[AGENT][NEUTRAL] And check to see if there was supposed to be attachments on that email as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Let's see how they respond to this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] They said that once we receive that document to update your last name, it will automatically update in the portal so are you sitting in the computer and I can help you create that account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, will it take very long, do you think? or no?
[AGENT][NEUTRAL] No, it won't take long at all. I'm gonna walk you through it. The longest part is creating a password.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh Lord, yes.
[AGENT][NEUTRAL] Well, we'll get through that. So if you go to [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're gonna go in as a new user.
[AGENT][NEUTRAL] And once you click on new user it's going to ask you for your information including your complete social.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it's gonna ask you a question you're gonna choose I'm an individual with an APL policy.
[AGENT][NEUTRAL] And then you, you'll put in your information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says it's submitting so.
[AGENT][NEUTRAL] I see that that has been activated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So once you sign in.
[AGENT][NEUTRAL] You can submit claim documents on any of your policies. If you want to review your policies and see their benefits, you can click on the policy number. For example, if you see your disability policy number is 2458682.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You just click on that policy number and your benefits, your certificate will download and you can view the benefits for your disability and you also have the accident, hospital indemnity and critical illness policies that you can review benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, I will get the.
[AGENT][POSITIVE] I hope that helps, [PII]. I'm sorry it took so long to, to figure everything out, but we got, we got, we got it rolling anyway.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][POSITIVE] Well, I appreciate that. Thank you very much.
[AGENT][POSITIVE] It's been such a pleasure, Ms. [PII]. Anything else before you go?
[CUSTOMER][NEUTRAL] No, I think that's all.
[AGENT][POSITIVE] And thank you for calling APL. We, uh, I've really enjoyed assisting you and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thanks. You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye.