AccountId: 011433970860
ContactId: 44813a3f-691e-4d01-89c8-0b8386efd5d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 577369 ms
Total Talk Time (AGENT): 122211 ms
Total Talk Time (CUSTOMER): 100679 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/44813a3f-691e-4d01-89c8-0b8386efd5d9_20250121T15:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII], and I've got a policy with American Public Life, and I need to change my beneficiary. I think I had my mother, [PII], but she died [PII], so I need to change it.
[AGENT][NEUTRAL] OK, Ms. [PII], um,
[AGENT][NEUTRAL] I can help you with your beneficiary. Can you please?
[AGENT][NEUTRAL] Your callback number in case our call gets disconnected.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] OK, policy number is gonna be, uh, I think I've got several with you all, but this is life insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 103-895-3.
[CUSTOMER][NEUTRAL] OK, my cancel policy, I wouldn't need to change that, would I?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You're correct on that.
[AGENT][NEUTRAL] OK, and your policy number is 1038953?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, that's pulling in a different insured. Can I get your social security number, Ms. [PII], so that I can um pull your policy in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look it up that way real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] And your last name again, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, Ms. [PII]. I appreciate that.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] OK, and then you wanted us to look at your whole life policy, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, uh huh.
[AGENT][NEUTRAL] OK. Ms. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] risk
[AGENT][NEUTRAL] And can you verify your address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is your phone number that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. I appreciate that. And then what is your email address, please?
[CUSTOMER][NEUTRAL] OK, I don't have email.
[AGENT][NEUTRAL] You don't have email, OK.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] Alright well thank you for verifying your policy for me. So in order to change your beneficiary.
[AGENT][NEUTRAL] There's a form that you need to get from our website. Let me give you the website.
[CUSTOMER][NEUTRAL] OK, I don't have a computer either. Can you uh mail the form to me?
[AGENT][POSITIVE] Yes ma'am, we can mail the form to you.
[CUSTOMER][NEUTRAL] OK, I don't have a, I don't even have a smartphone or anything like that.
[AGENT][NEUTRAL] OK. All right. So what I'm going to do is I'm gonna put you on hold while I get that prepared to mail to you and I'll be right back.
[CUSTOMER][NEUTRAL] Yeah, oh, OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] Yeah. You are on hold.
[AGENT][NEUTRAL] Oh shoot.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. I just wanted to get back with you and let you know that I've got that request in to have that beneficiary change form mailed to your home address.
[CUSTOMER][NEUTRAL] Oh, OK then. And I did have my mother, [PII].
[AGENT][NEUTRAL] Uh, I can't see the beneficiary on my end, but I just made sure that we got that form to you so that you can change it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. OK then.
[AGENT][NEUTRAL] OK. Is there, you're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] OK, well you have a blessed rest of your week and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am, you too, and thank you bye bye bye bye.
[AGENT][POSITIVE] Thank you bye bye.