AccountId: 011433970860
ContactId: 2e85fc0c-170b-4a7e-8d08-8f3530637861
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244960 ms
Total Talk Time (AGENT): 104575 ms
Total Talk Time (CUSTOMER): 106870 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/2e85fc0c-170b-4a7e-8d08-8f3530637861_20250515T13:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] over in claims.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] And I'm sorry I had to call. I had to call through this way um I have a customer that called me and I needed some help. um, I called to verify and update her address and she said she sent some documents and to um update her name, her beneficiary, and her address, and it looks like [PII] spoke with her and, um, so the documents.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, verified we received the documents, but I don't see where the address is updated and I can't find the documents. Can you look at it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, oh.
[CUSTOMER][NEUTRAL] Maybe say something I can't.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 744.
[CUSTOMER][NEUTRAL] 101.
[AGENT][NEUTRAL] Oh, this is for a life policy?
[AGENT][NEUTRAL] 32.
[CUSTOMER][NEUTRAL] Yeah, she also has an accident policy.
[CUSTOMER][NEUTRAL] Which is why I called her, uh, because she had a different address on the claim form, so of course I called to verify and then she indicated she sent these forms and and like I said she spoke to [PII] on [PII]. [PII] said they were in line for processing, but I don't see them.
[AGENT][NEUTRAL] 57
[AGENT][NEUTRAL] Oh, they changed it to marriage just change with.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One for processing.
[AGENT][NEUTRAL] Did she email it?
[CUSTOMER][NEUTRAL] Hm, I believe she said she faxed it in.
[AGENT][NEUTRAL] Well and that time you know that it's been received.
[AGENT][NEUTRAL] That's weird.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The reason why I asked if it's email because if she well you can't send an email to beneficiary change form. I didn't think I think you had I thought you had to mail it, but um.
[AGENT][NEUTRAL] Shoot and [PII]'s not here because I do not know.
[AGENT][NEUTRAL] I don't see any correspondence, uh, recently, um.
[CUSTOMER][NEUTRAL] Should I just go ahead and ask adviser to maybe send it again, you think?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's we, I, I don't know.
[AGENT][NEUTRAL] Uh she faxed it. I would say the.
[AGENT][NEUTRAL] Contact customer service to see because.
[AGENT][NEUTRAL] I don't know, and [PII], oh, she just must just came in. Um, I would say I am her just to verify if
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] She's in a hub to customer service or something because or not customer yeah customer service because we're not showing anything in the system.
[AGENT][NEUTRAL] Because I don't see anything.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any receipt of anything.
[CUSTOMER][NEGATIVE] You don't OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll send a message to her and see if she can help otherwise I'll just um update her address because I have a claim pending for uh for a dependent so I need to process it but I wanna get her address updated and.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I was definitely send that.
[CUSTOMER][NEUTRAL] Just wanted to at least help her out with this process.
[AGENT][NEUTRAL] Yeah, I would check with [PII] as far as that information she said that we received is in line for processing, but uh I would say send a help request to the care team as far as her address change so that could be changed.
[AGENT][NEUTRAL] As soon as possible, yeah.
[CUSTOMER][NEUTRAL] Yep, OK, I'll do that.
[CUSTOMER][POSITIVE] Yes ma'am, I will do that.
[AGENT][POSITIVE] All righty. Well, I'm sorry, I wasn't able to help you as much. You're welcome. You have a great one.
[CUSTOMER][POSITIVE] So I appreciate your help thank you.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You too, [PII]. Thanks.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Bye.