AccountId: 011433970860
ContactId: 36aff249-caf6-4070-bc47-4f1626e29486
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167419 ms
Total Talk Time (AGENT): 82889 ms
Total Talk Time (CUSTOMER): 77951 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/36aff249-caf6-4070-bc47-4f1626e29486_20250211T22:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you doing?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you there?
[CUSTOMER][POSITIVE] I'm doing good. I, um, well, can you look at this with me?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, it's the whole life.
[AGENT][NEUTRAL] Oh genies, oh God, help us. OK, honey, where'd you get?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But I think it might just be a quick question. OK, so 720,770.
[AGENT][NEUTRAL] OK. Let's hold our breath here. Oh,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. 720,770.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes, so the policy is like from [PII]. She said when she originally set her policy up, well, actually it's [PII], but she said when she originally set the policy up, her sons were the beneficiaries, so she wanted, so she asked me, well, if something happens to me, who does it go to? I don't see in the notes anywhere as to why the sons were taken off. Is that something we can see, like she needs to talk to somebody or?
[AGENT][NEUTRAL] I just wanted the policy didn't get termed at one point and they didn't get reinstated and your call, let's see, policy.
[AGENT][NEUTRAL] Sure, uh, well, uh, I'd.
[AGENT][NEUTRAL] 00, the very last sentence I went, I tapped right past the follow up on, off group like.
[AGENT][NEUTRAL] Lapsled like 2011.
[AGENT][NEUTRAL] So the children should be the beneficiaries?
[CUSTOMER][NEUTRAL] Yeah, she, um, so she has like the original paperwork there. She said it was written down on there and then when I went to um [PII] to see if they were there, I saw where it says [PII]'s sons, but it was dropped.
[CUSTOMER][NEUTRAL] So then I went to the notes and I'm like, well, I don't know why it was dropped, so I don't know what to do.
[AGENT][NEGATIVE] It, it just got, they, it, the policy just got lapsed.
[AGENT][NEUTRAL] And at some point, more than likely, and the children, the, the beneficiaries did not get reinstated, but let her know that she may want to mail us a copy of the information she has just so we can have it on file, should it ever get disputed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got them reinstated.
[CUSTOMER][NEUTRAL] OK, I will let her know.
[AGENT][POSITIVE] You are awesome, [PII].
[CUSTOMER][NEUTRAL] And so are you, [PII].
[AGENT][POSITIVE] Oh, you're so sweet.
[CUSTOMER][POSITIVE] All right. I'll talk to you later. Thank you.
[AGENT][POSITIVE] Thank you, dear.
[AGENT][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] All right, bye-bye.