AccountId: 011433970860
ContactId: 1f2ee740-8f17-4af2-b2c1-780604807644
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250389 ms
Total Talk Time (AGENT): 69003 ms
Total Talk Time (CUSTOMER): 176652 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/1f2ee740-8f17-4af2-b2c1-780604807644_20250428T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I am a policyholder, um, of a very old life insurance policy. Um, I have, um, I have the policy and the policy number if you should need it, but I have just recently created a, um, revocable trust.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I would like to put this policy in the trust and so I, what I think I'm supposed to do according to my attorney is change the beneficiary of the policy to the trust that I've created. Are you familiar with doing that?
[AGENT][NEUTRAL] You know, I'll be honest, [PII], I'm not, but I can definitely find out if that's what you need to do. um, changing a beneficiary on our side is not hard, it's just a form we can send you and then you would just send back to us.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Would you just make sure that if I, I don't wanna do anything wrong, um, and I know different companies probably handle things differently, um, I do have the beneficiary change form.
[AGENT][NEUTRAL] Yeah, yeah yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it was emailed to me last summer when I changed, I, I took possession of the policy, um, after my parents died. Um, so I've got an, um, a blank copy of that that someone named Memory, um, emailed me. So that will be easy and I understand I do have to uh have it notarized and then because that this other one I did last year was notarized.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, actually I did it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so let, let me just, I
[CUSTOMER][NEUTRAL] When did I do it? I think it was a year ago.
[AGENT][NEUTRAL] Yeah, I just need to double check with um people that deal with the claims to make sure that that's what you should do so if you don't mind, I'll just place you on a brief hold and double check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, find out um if I can put the trust.
[CUSTOMER][NEUTRAL] I'm just, yeah, because I look at the beneficiary and it's the form and it definitely looks like it's.
[CUSTOMER][NEUTRAL] It, it asks for name, relationship, social number, and all that. Well, uh, uh, a trust, it doesn't have a social number, you know, and I'm not real, I'm just not real sure.
[AGENT][NEGATIVE] Isn't gonna
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] About maybe there's a different form I might need if I want to make the trust the beneficiary. So yeah, um, do you wanna just call me back or do you want to put me on hold? It's, I'm fine either way.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah I mean whatever is more convenient for you um is this number you're calling from a good call back number?
[CUSTOMER][NEUTRAL] Mhm. Right, it is, yeah, and you want, you want my policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let me write that down, [PII]. Go ahead.
[CUSTOMER][NEUTRAL] OK, it's 154483.
[AGENT][NEUTRAL] And then just to confirm, what is your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, perfect. All right, so yeah, I've got you pulled up here. So it's honestly up to you. Do you have a preference? Would you like me just to call you back or do you wanna stay on hold?
[CUSTOMER][POSITIVE] Yeah, yeah, just um call me back when you, when you find out. I'm happy to create, you know, do another form or with this one, the beneficiary form that I have like help me understand how to fill it out since we don't have a social security number and all that. So yeah, just call me back when you, I'll be home all afternoon so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Not a problem, [PII]. I will call you back. Yeah.
[CUSTOMER][POSITIVE] Um, I, I really appreciate your help. OK, thank you, bye bye.
[AGENT][NEUTRAL] Uh huh bye bye.