AccountId: 011433970860
ContactId: 28d16f73-523a-49ac-b92b-00396400a5f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389040 ms
Total Talk Time (AGENT): 169720 ms
Total Talk Time (CUSTOMER): 221867 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/28d16f73-523a-49ac-b92b-00396400a5f9_20250428T19:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII], and I called just a little while to get a copy of, um, a request for change of beneficiary form for my life insurance policy. And I just have one question. Um, are you, you're familiar with that form?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, so when I'm typing in um the cell.
[CUSTOMER][NEGATIVE] It's there's there's too many letters for the spell.
[CUSTOMER][NEGATIVE] What am I supposed to do? Because I can't figure out.
[CUSTOMER][NEUTRAL] How to.
[CUSTOMER][NEUTRAL] Like type of second line in the cell.
[CUSTOMER][NEUTRAL] Um, it just keeps going and keeps going, but then it's hidden.
[CUSTOMER][NEUTRAL] So how does this form work if I'm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] If I'm typing in there.
[AGENT][NEUTRAL] Yeah, if you're just trying to do it electronically, um, it's probably not gonna let you put more than, yeah, it is not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Well then, why do you even offer it? Like, I mean it won't even let me do my address in it my address is too long for one cell.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I don't even know if I can write everything.
[CUSTOMER][NEUTRAL] In in one cell there's some little plus sign that pops up but I can't, it doesn't do anything when I click on it so I don't, I don't know.
[CUSTOMER][NEGATIVE] I don't understand that in the form.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Either.
[AGENT][NEUTRAL] OK. And you said your address is too long?
[CUSTOMER][NEGATIVE] Yeah, my, I can't even write that tiny to put my address, my city and state and
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Zip code in the in one little tiny box.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I've tried everything to see if the cell will expand to a second line like it in alt in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, no, no, because it's a, it's a form, it's already made, it's already pre-made, and no, you cannot just um change it. Uh, it's not gonna let you change it. Um, and you're talking about the address under the uh beneficiary, not your address per se, but the beneficiaries.
[CUSTOMER][NEUTRAL] Um, control.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I'm talking about the the address and the full name. The full name of the beneficiary is also too long, like way too long because the beneficiary is gonna be my truck and so I'm typing it exactly the way your instructions say to type it and uh there's no way.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEGATIVE] It it won't all fit in there.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you cannot make the.
[CUSTOMER][NEUTRAL] So should I just fill it out by
[AGENT][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No, I mean, should I just.
[CUSTOMER][NEUTRAL] Continue it on the cell below, like just make it be in two cells.
[AGENT][NEUTRAL] If you have enough space.
[CUSTOMER][NEUTRAL] Instead of trying to put it all in one.
[AGENT][POSITIVE] Yeah, if you have enough space, you can do that. You can just go ahead and put the name and then use the two lines to do the address and then just give, you know, that one and just feel if you have enough space to put all your beneficiary, yes, you can definitely do that. Um.
[CUSTOMER][NEUTRAL] I only have one beneficiary so I can use the cell below um.
[AGENT][NEUTRAL] Oh, OK. Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And just finish it there, I guess.
[AGENT][POSITIVE] Yes, yes, you can.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's still
[CUSTOMER][NEUTRAL] [PII], the whole beneficiary one is still.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And Ms. [PII].
[CUSTOMER][NEGATIVE] Too long to go into 2 cells.
[AGENT][NEUTRAL] Can you make the font a little bit smaller or it doesn't let you change the font? Mm.
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEGATIVE] No, I cannot because I don't have the right kind of PDF like you have to have PDF flow or something to change anything.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] And I can't, I can't, I don't, I don't pay for that like it's a professional.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Adobe software and I don't have that software.
[AGENT][NEUTRAL] Yeah, I understand. Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, if you said it's still too large for you to use two lines, um, the best thing would be to just go ahead and um print it out and fill it out manually.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, it's still gonna be 2 or 3 lines printed out.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, this is crazy. Cause when you have a trust, there's a long, like you have to, there's a long thing, um, a lot of letters, a lot of words when you're making the beneficiary be a trust.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So I'll just, it's probably gonna have to go into 3 lines like uh that's all I know is 3 cells, um.
[CUSTOMER][NEUTRAL] So,
[AGENT][POSITIVE] It's, yeah, it's just fine. I, yeah, if you can, if you wanna do it manually, it's probably gonna be best and if you just want to just
[CUSTOMER][POSITIVE] I'm doing the best I can.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, put a note in one of the sites, um, where the full name and beneficiary, you know, the little sites, you can just put that all that is for the same beneficiary or I'm pretty sure they will understand once they get the information, but you can go ahead and do that and it's a lot easier to just go ahead and write whatever you need to write, um, if, if you need to change anything like.
[AGENT][NEUTRAL] Manually it's a lot easier to understand as well. So you can just put a note. This is all for that same beneficiary. um, can you just put it correctly in the system or anything like that.
[CUSTOMER][NEUTRAL] Where would I even put a note?
[AGENT][NEUTRAL] You can just put it right there beside it.
[CUSTOMER][NEUTRAL] I, I mean, I, you.
[AGENT][NEUTRAL] Like I said before, if you're gonna do it manually manually, you cannot do it electronically. If you're gonna do it manually, if you're gonna print out the form.
[CUSTOMER][NEGATIVE] No, you can't. There's not.
[CUSTOMER][NEUTRAL] OK, so just right along the side this is all one of the, OK.
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][MIXED] Wow, this is a frustrating form. OK. All right. Well, thanks. I'll just do the best I can.
[AGENT][NEUTRAL] And you don't have a
[AGENT][NEUTRAL] You're welcome. And you don't have a computer or any other?
[CUSTOMER][NEUTRAL] OK bye bye.