AccountId: 011433970860
ContactId: 0d7a167d-a963-4271-ab6f-bdc1be4c4827
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 497720 ms
Total Talk Time (AGENT): 126750 ms
Total Talk Time (CUSTOMER): 162617 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/0d7a167d-a963-4271-ab6f-bdc1be4c4827_20250507T22:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, hi. I was calling trying to find out what address I need to use if I was trying to mail out, uh, insurance, uh, the insurance I have the [PII] uh address, but do I send it to the [PII] location?
[AGENT][NEUTRAL] Um, no, we, is it, are you submitting like a claim or?
[CUSTOMER][NEUTRAL] No, I'm paying the life, the whole life policy insurance.
[AGENT][NEUTRAL] Oh, OK. Um,
[AGENT][NEUTRAL] You can send it to it's our uh [PII] box or actually let me get let me make sure it's the right one. Hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I just wanna make sure I give you the right information. Hold on just one more moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see here. This is.
[AGENT][NEUTRAL] Um, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for that huge freaking.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] Yeah, they're on hold.
[AGENT][NEUTRAL] Hold on, I'm looking for something. I can't think right now.
[AGENT][NEUTRAL] Just
[AGENT][NEGATIVE] OK, I don't freaking know, dude. What in the hell.
[AGENT][POSITIVE] OK, I'm so sorry about that. Thank you for holding. OK, uh, [PII].
[CUSTOMER][NEUTRAL] That's fine. That's fine.
[CUSTOMER][NEUTRAL] 05 hold on [PII].
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. OK, [PII].
[AGENT][NEUTRAL] And then our zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. OK, let me read it it's [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, so this is for the payment for life insurance, right?
[AGENT][NEUTRAL] Yes, um, I can verify. Do you have your policy number? I just want to make sure that you're in our system and we've got everything.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] Uh, what's your policy?
[CUSTOMER][NEUTRAL] I do. The policy number is 005456993.
[AGENT][NEUTRAL] OK, and can you verify the name and date of birth for the policy?
[CUSTOMER][NEUTRAL] It's for [PII].
[CUSTOMER][NEUTRAL] And uh his birthday is [PII].
[CUSTOMER][NEUTRAL] What drop about [PII].
[CUSTOMER][NEUTRAL] [PII] something something.
[CUSTOMER][NEUTRAL] He's my nephew, uh.
[CUSTOMER][NEUTRAL] [PII] I just heard about things.
[AGENT][NEUTRAL] OK, well, I have that name. I just wanted to make sure that I, you were in our system. That was the main thing that way you're not mailing it to a wrong place.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, and then something else my mom wanted to find out like if she needs to ask somebody else's on the as the beneficiary because I think she's the only one on for a beneficiary.
[CUSTOMER][NEUTRAL] So what do we need to do or what forms we need to fill out if we need to add somebody else on as a beneficiary if anything was to ever happen to my mom so that when anybody else have any problems with making sure that things get taken care of.
[AGENT][NEUTRAL] Um, let me see, let's see.
[AGENT][NEUTRAL] what form you need.
[CUSTOMER][NEUTRAL] A Chinese and I.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Trying to see which form we have online. hold on one moment.
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] I kind of think about.
[CUSTOMER][POSITIVE] She don't really very bad.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Why the claim forms not on our website, um, let's see.
[AGENT][NEUTRAL] OK, um, can I, can I send a, well, I don't see, uh, email address, um, can I, let me put you on a brief hold again. I'm so sorry.
[CUSTOMER][NEUTRAL] I have an email. I have, I, I have an email address you can send it to my email. I have one.
[AGENT][NEUTRAL] Well, I can, uh, there's not an email address on the policy. I is this policy holder available, your nephew, because he's the only one that can provide an email address.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh no, he's not. My mom is here because she's the beneficiary of of the policy. She's the one that got the policy from me. She's here.
[AGENT][NEUTRAL] Yeah, but the policies under [PII]'s name, not
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Your mom's name.
[CUSTOMER][NEUTRAL] OK, I'm the beneficiary of [PII], but she said [PII] has to be the one because he's of age, so he has to be the one to do it, so she would just have to send us the paper, send us the paper and we get it done.
[CUSTOMER][NEUTRAL] I get it notarized, get it notarized and send it back.
[AGENT][NEUTRAL] OK, um, let's see, I can mail it out to the home address.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] that work
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I'll get that mailed out and um you should receive it probably in 3 to 5 working days.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] Alright bye bye.