AccountId: 011433970860
ContactId: 1499084c-ab5f-4511-81f1-5a1647931b81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278109 ms
Total Talk Time (AGENT): 126007 ms
Total Talk Time (CUSTOMER): 63255 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/1499084c-ab5f-4511-81f1-5a1647931b81_20250421T13:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, um, I was calling to see if I could add beneficiaries to my um life insurance policy.
[AGENT][POSITIVE] Alright, I'd be happy to help you with those beneficiaries today. What is, what is your name?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII].
[AGENT][POSITIVE] Alright, Ms. [PII], and just in case we get disconnected today, what's a good phone number I can call you back at?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 024
[CUSTOMER][NEUTRAL] 91393
[AGENT][NEUTRAL] Alright, give me just a second as far and let me look that up.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Um, can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and you already gave me your phone number, so the last thing I have to verify is your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Alright, Ms. [PII], thank you so much for verifying all the information for me.
[AGENT][NEUTRAL] Um, let me take a look at your policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this is for your employer. Are you still employed there?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and did you, did you designate any beneficiaries when you first signed up?
[CUSTOMER][NEUTRAL] Um, I did, but apparently the firm they used to
[CUSTOMER][NEUTRAL] And do our elections did not put my beneficiaries on this particular policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so with life policies we do have to send you a form to fill out for a beneficiary change or to add beneficiaries, um, and it has to be notarized, um, also since you are um still employed, um, the employer is.
[AGENT][NEUTRAL] The um source of truth for us, so whatever they have on file for your beneficiaries is usually what we go by. So you also need to make sure that you get it updated with them as well, OK?
[CUSTOMER][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] All right. So would you like me to email you the form or mail it to you?
[CUSTOMER][NEUTRAL] Email, please.
[AGENT][NEUTRAL] OK, so I'm gonna send this to you here in just a few minutes to your email on file and like I say, you just fill it out and it has to be notarized and you can mail it back into the address in the email, OK?
[CUSTOMER][POSITIVE] All right, sounds good. Thank you.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right. Well, thank you so much for choosing APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.