AccountId: 011433970860
ContactId: 2a41bfda-11dc-429a-b383-b03d88f4a6f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 956000 ms
Total Talk Time (AGENT): 432426 ms
Total Talk Time (CUSTOMER): 350799 ms
Interruptions: 5
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/2a41bfda-11dc-429a-b383-b03d88f4a6f1_20250131T17:17_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, how are you doing? My name is [PII]. First name, last name is [PII]. I wanted to talk to someone today about, um, my life insurance policy.
[AGENT][NEUTRAL] OK, yeah, let me see what we can do for that life insurance and then Mr. [PII], do you have your policy number handy?
[CUSTOMER][NEUTRAL] I don't, but I have my social. I can give you my social.
[AGENT][NEUTRAL] OK, yeah, let me pull that search bar up for you real quick and
[CUSTOMER][NEUTRAL] Uh, can I ask a question because I just, I really, uh, kind of talked to someone before and I wanted to make sure I was in the right department.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] Uh, we kind of did this and she was, she told me it was active, but she couldn't go into detail or.
[CUSTOMER][NEUTRAL] The what was in the um policy. Can you go in and say what you pull it up?
[AGENT][NEUTRAL] No once I pull it up I can verify your information and then get a call back from somebody like put in a request for somebody in that department to give you a call back um and I might be able to view general information but there's some things that I might not be able to see.
[CUSTOMER][POSITIVE] OK, cool, cool, because I, yeah, I, I wanted to make sure, but OK, so my social, can, can I give you my social to pull it up?
[AGENT][POSITIVE] Yeah, I'd love that.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] All right, and
[AGENT][NEUTRAL] Let's take a look. [PII], would you verify for me, please, your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, perfect.
[AGENT][NEUTRAL] And I do see your policy right here. I do just need to verify quickly um your mailing address, your email and your phone number real quick.
[CUSTOMER][NEUTRAL] OK, um, mailing address is [PII].
[CUSTOMER][NEUTRAL] And my email address is uh [PII] and what was the other thing?
[AGENT][NEUTRAL] Uh, the last thing is just that phone number on file if you can please.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Perfect, thank you. And all right, Mr. [PII], what questions did you have on your policy that I can start looking at for you?
[CUSTOMER][NEUTRAL] OK, so it was general, um, questions I had like, uh, I had, uh, the dependence on it. I wanted to ask you about that.
[CUSTOMER][NEUTRAL] And it's still a coverage for 50,000 miles, right?
[AGENT][NEUTRAL] OK, so looking at maybe changing that coverage or adding dependents?
[CUSTOMER][NEUTRAL] Well, I wanted to change the that uh.
[CUSTOMER][NEUTRAL] The one the the one I had, uh, to collect the beneficiary, the, um, I wanted to change the name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I also wanted to see is it, is it still 50,000 and can I up that or is it just that's that's what I got the offer.
[AGENT][POSITIVE] OK, yeah, absolutely. Um, so let me take a look and see exactly what we need for these.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Bear with me. I'm just looking through the policy documents I have on hand real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I do see it is at the $50,000 as far as upping that, um, we would have to get you in touch with the Universal Trucking Benefits Association, um, because we don't have influence over that, but that might be something that they can offer, um.
[AGENT][NEUTRAL] Through through them like when they do their open enrollments or if it's something else that they do, and then as far as the beneficiary on that, I'm, and it might be on your application that the Universal Trucking Benefit Association has, but I'm not seeing on here.
[AGENT][NEUTRAL] Who that beneficiary is. I don't have anybody listed on my side, um.
[AGENT][NEUTRAL] To update their information and their contact, but I do have I can mail you out a beneficiary change form and so anytime that there is a change with the beneficiary you can fill out that form and um send it back to us you can either email it or upload it through your online service center um.
[AGENT][NEUTRAL] But you can send it back to us and we can get that information on our side updated if you're interested and I can send that out to you.
[CUSTOMER][NEUTRAL] OK, so I don't have anybody on that listed because I spoke with a guy. I forgot the guy's name. I went for, did it show anybody previously because I had Gi because I'm gonna changed it before. I had [PII].
[CUSTOMER][NEUTRAL] And then I switched it over to [PII], my daughter.
[CUSTOMER][NEUTRAL] You don't see none of that information on there?
[AGENT][NEUTRAL] No, but sometimes what happens is when you sign up with the employer is they keep those files on hand and then in the event that somebody would call and like report a loss of life, what they would do is they'd reach out to the employer and see who you filed with your employer as the beneficiary so sometimes we just don't get those records um and so but that doesn't mean that you can't submit to us your beneficiary update information.
[AGENT][NEUTRAL] And we can put that on file on our side.
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] Yeah, the only reason I ask is bec[PII] I don't know, like if I even had anything like that was to happen to me right now, how would the funds actually be dispersed.
[CUSTOMER][NEUTRAL] To anywhere where there's nobody on file and how and how long will this process take for me to give you for them to be mailed out.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I'm not sure exactly how long that process takes, but what somebody would do is they would call us and they would report a loss of life, um, we would have them fill out a loss of life claim form with us and then they would submit like any necessary paperwork, um, what, what.
[AGENT][NEUTRAL] that might be and then typically like on your side where I don't have a beneficiary listed they would reach out to your employer and they would view your um documents that you've submitted with your employer and they would make sure it gets to the right person that you've assigned or your next of kin.
[CUSTOMER][NEUTRAL] OK, well, you, yeah, you definitely because I, yeah, I gotta get I gotta see how that go because maybe hers back, maybe I spoke with someone on the Herback side.
[CUSTOMER][NEUTRAL] Is it, is it someone else that I would have been speaking to on the back side about the life insurance?
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] And they gave me your, your number.
[AGENT][NEUTRAL] Yeah, I'm not sure.
[CUSTOMER][NEUTRAL] So I'm a little confused said.
[CUSTOMER][POSITIVE] Because, yeah, cause it was the guy that I spoke to before, it was just me just telling pretty much who I wanted on there.
[CUSTOMER][NEUTRAL] And I mean you only to change them once a year and there's nothing you can do like he said you know you gotta wait a year to change it to someone else, but he said he, I was able to do it over the phone like that's what I'm, I'm a little confused on.
[CUSTOMER][NEUTRAL] Like, you know, part of the paperwork and that part, maybe someone else that from me I could be talking to, right? Do you have a number or something that someone else that is a go to person from my spot or on the product.
[AGENT][NEUTRAL] So I know for APL we need everything on paper so you would have to fill out a beneficiary change form on our side um but you might have been talking to someone with the universal um tracking benefit coordinators. Let me pull up this real fast.
[AGENT][NEUTRAL] Um, the, yeah, the universal trucking benefit coordinators and maybe they can do stuff over the phone, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we, we have to have that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] We have to have that paper document for beneficiary updates so if you were like putting something in over the phone like when you were signing up, um, now that's like one thing like again I don't know what their policies and their practices are. I just know on our side we have to have that form filled out and and submitted back to us.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But I can give you the contact number for.
[CUSTOMER][NEUTRAL] So you can send that to that address, that would be.
[AGENT][POSITIVE] Yeah, I can mail it to you, no worries.
[CUSTOMER][NEUTRAL] And yeah, I definitely want that contact number cause I'm just because I was like that like it never show it never show anybody on it cause when I did open it that was really the question that was asked and I did, you would, you would think that we had the original person that I had when I opened the policy, at least on it, OK, you know, when they have to change.
[AGENT][NEUTRAL] Yeah, well, so sometimes the employer just holds that information and and that just happens. So sometimes those files where you set up your beneficiary just stay with your employer and so they hold on to that and then if it were, you know, somebody were to call and put a claim or report loss of life, then we reach out to the employer to see what you had filed with them. So sometimes like that's just the employer chooses to keep that information.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, I see what's going on. Like you said, I got a coordinator.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] That's the person who I was talking to last time.
[AGENT][NEUTRAL] Probably absolutely sounds right. I have the number for the Universal Trucking Benefit association, but maybe not for Hirschback, um, like for their coordinators, but these are the guys who coordinate all of the different company benefits, and if they can't help you, they might have access with who to get you in touch with that I perhaps wouldn't have and I can give you their contact information if you have like a pen and paper handy and then otherwise I can set out.
[CUSTOMER][NEUTRAL] Yeah, so you say you have a num.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, an email to get sent out to you for the beneficiary change form and then that way you can get that information back to us and we can get it updated on our side if you'd like.
[CUSTOMER][NEUTRAL] Oh yeah, so you can do that by email.
[AGENT][NEUTRAL] I can email it or I can send it like through the postal mail. Email is gonna be a little quicker, but I can do however you like.
[CUSTOMER][NEUTRAL] So in the email I can, I can do the, uh, the signing on, on the, uh, on the email, right, and send it back to you that way, right?
[CUSTOMER][NEUTRAL] Or do I have to make a copy of it and mail it back to you?
[AGENT][NEUTRAL] Um, let me take a look. I'm not sure if it needs to be notarized, but if it doesn't need to be notarized, you can just email it back to us. I mean, I, yeah, I think if it doesn't need to be notarized, you can change it or send it right back to us. Let me read it real quick and make sure that's correct.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I tell you what, you can just email. You don't have to check this. You can just email me the, the paperwork and, and I will and give me the contact number to the Universal and I'm gonna call hers back back.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And they got some in-house person who handle that for them.
[CUSTOMER][NEUTRAL] So yes, some, they gave me your this number, well, they gave me, um, American public and so then they gave me your number.
[CUSTOMER][NEUTRAL] Uh, so I'm just going around in circles and I know it was in this hall before, so I'm just, I'm trying to figure this out, but, uh, yeah, OK, so let me go ahead and um get that number from you and I'll just go from here.
[AGENT][POSITIVE] OK, absolutely, um, I have that number. Let me know when you're ready for it. I have it pulled up for you.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alright, I have their number listed as [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, absolutely, and I am getting this form.
[AGENT][NEUTRAL] Save so I can email it over to you right now so that should be coming in the next few minutes and I wish I could do more for you, but is there anything else I can help you with?
[CUSTOMER][POSITIVE] Oh, you actually were very helpful because I didn't even know.
[CUSTOMER][NEUTRAL] How that went so you actually are the uh it shows uh.
[CUSTOMER][NEUTRAL] You're not a third party. Uh, you actually where the policy is held is um attached to the company, so they got, they got you come to you for the payroll, right? Yeah, so AP APL you say APL.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] APL L. OK, yeah, OK, so yeah, I didn't know that. OK, so let me just go ahead and reach out to that thank you so much for your help.
[AGENT][POSITIVE] Oh, it's my pleasure, absolutely, and I really wish you the best of luck. I hope somebody is able to get you in the right spot as far as increasing your policy if you need to do that. And then as far as changing your beneficiaries outside of enrollment, um, send this form back to us and we will do what we need to do on our side, and I hope that
[AGENT][NEUTRAL] Whether it's the trucking association or with your employer group that somebody is able to help get you in the right direction as far as what you need to do to increase your coverage.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much [PII], for calling us here at APL and I hope you have a fabulous day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Bye bye.