AccountId: 011433970860
ContactId: 47d3a614-37d8-4990-a78a-b9433c55797e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 957250 ms
Total Talk Time (AGENT): 296458 ms
Total Talk Time (CUSTOMER): 349286 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/47d3a614-37d8-4990-a78a-b9433c55797e_20250515T19:32_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I have a policy, uh, an old life insurance policy with AP&L.
[CUSTOMER][NEGATIVE] And I'm trying to on your website log in to get uh get into my account.
[CUSTOMER][NEGATIVE] And I get an error message when I I put my information in on that new user screen.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII]. It's [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] I do, it's a long one. here it is.
[CUSTOMER][NEUTRAL] 10202371153152
[AGENT][NEUTRAL] And that's with American Public Life?
[CUSTOMER][NEUTRAL] It is. I had, I'm trying to change my beneficiaries, and I had requested a form a few years ago before I got around to doing it, and they were still in [PII] at that point in time, I guess. And uh they sent me a letter and that that policy, that policy numbers on it. And the last, last numbers are circled in that number of 153152. Now, what that means anything.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that's your policy number.
[AGENT][NEUTRAL] Yeah, it does. That is your policy number, just those digits 153152.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The other numbers, it was an older policy, um, this policy had an older policy number.
[AGENT][NEUTRAL] Um, so the whole number is both of them together.
[AGENT][NEUTRAL] So when you call us just give us the 153152.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're on the online service center trying to create an account?
[CUSTOMER][POSITIVE] Yes ma'am. I'm on the new user page.
[AGENT][NEUTRAL] And then you said that you
[AGENT][NEUTRAL] OK, let me get there.
[CUSTOMER][NEUTRAL] When I, when
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] When I fill it out, I get it it searches for several seconds then it throws up an error message says there's been an error.
[AGENT][NEUTRAL] OK. So let's go ahead and verify.
[CUSTOMER][NEUTRAL] I did, did that several times.
[AGENT][NEUTRAL] Uh, so what we will do is verify your information. So if you can verify your, uh, date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Uh, [PII], and it's a [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What did you enter as your email address?
[CUSTOMER][NEUTRAL] Oh, I didn't it, well, hang on just a minute.
[AGENT][NEUTRAL] Because it looks like it's missing the email address and that might be what it is.
[CUSTOMER][NEUTRAL] Per
[CUSTOMER][NEUTRAL] Per, is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Do yes ma'am, that's correct.
[AGENT][NEUTRAL] OK, let me enter that in the system. I think this might be the problem.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Alright, um, Lester, let's try it again and as you enter your information, can you say it out loud to make sure that it matches what we have um in our system?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. My last name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm gonna put you on speakerphone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my social number is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Are you entering the dashes?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Remove the dashes.
[CUSTOMER][NEUTRAL] OK, I've tried to wait, but I will.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth, date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm gonna do I'm gonna do next.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says search searching.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Still searching.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oops, there has been an error it says.
[CUSTOMER][NEGATIVE] Looks like we're experiencing technical difficulties.
[AGENT][NEUTRAL] OK, when you first went to new user and it asked you to describe which role, the role that best describes you, which one did you select?
[CUSTOMER][NEUTRAL] I'm an individual user.
[AGENT][POSITIVE] OK, that is correct.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What you enter when you answer the security questions what you enter has to match what's in our system that's why I had you say it out loud and I verified everything that you gave me. Let me look at your email. I have [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I have a zip code of [PII].
[AGENT][NEUTRAL] And then you verified your social.
[AGENT][NEUTRAL] And then I have a date of birth of [PII].
[AGENT][NEUTRAL] Do you mind Xing out of your browser?
[AGENT][NEUTRAL] And then entering the [PII] again.
[AGENT][POSITIVE] And let's try it one more time, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm in a I'm in a Chrome browser um.
[CUSTOMER][POSITIVE] I can go to another one.
[AGENT][POSITIVE] Chrome is fine.
[CUSTOMER][NEUTRAL] Is Chrome OK OK.
[AGENT][POSITIVE] Chrome is fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you on a computer?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, in [PII].
[AGENT][NEUTRAL] Uh, [PII]. Uh huh.
[CUSTOMER][NEUTRAL] The cure word
[AGENT][NEUTRAL] With a D on the end.
[CUSTOMER][NEUTRAL] there, is there anything between that and AM [PII]?
[AGENT][POSITIVE] It's secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] OK, I'm gonna do enter.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Didn't take it. Let me try again.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I put a [PII] on the end, [PII].
[CUSTOMER][NEUTRAL] Am public.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Now let's try.
[CUSTOMER][NEUTRAL] No, I didn't do it either.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, but
[CUSTOMER][NEUTRAL] It put slash number sign slash login in there so I'll try that.
[CUSTOMER][NEUTRAL] Yeah, that took me to the login page.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do the log in again.
[AGENT][NEUTRAL] Uh, go to new user.
[CUSTOMER][NEUTRAL] Like a
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] I'm an individual.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, next.
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] Social security number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was born on [PII].
[AGENT][NEUTRAL] Mhm. Spell out your first name again. You said [PII]?
[CUSTOMER][NEUTRAL] Next,
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] And he's searching
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Another er
[AGENT][NEUTRAL] You're getting the same error message?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so then I'll need to check to see.
[AGENT][NEUTRAL] Excuse me, because what you're entering is correct. How are you entering your last name? Is it all capital letters?
[CUSTOMER][NEUTRAL] Well, I did it both ways. I've got an auto, auto fill and it makes it capital letters, but when I entered it the last time, I put a uh uppercase T and lowercase other letters.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And you're getting on the website, um, Mr. [PII] too.
[AGENT][NEUTRAL] You're creating the account for what reason?
[CUSTOMER][NEUTRAL] Well, I'm, I'm fixing to, I, I never have changed my beneficiaries in probably 60 years, and my mother's dead. I won't put my living relatives on there. And while I was in there, I was gonna see if there's any indication I get a verification when it was done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the
[CUSTOMER][NEUTRAL] When I, when I got it and entered it.
[AGENT][NEUTRAL] OK, you said you wanna know if there's an indication that we updated it or you're referring to the previous beneficiary?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I just won't be able to see if I can see the beneficiary and to know when it is updated.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Unless y'all to give me some kind of notification.
[AGENT][NEUTRAL] Right, so once, once what I can do is email you a copy of the beneficiary form.
[AGENT][NEUTRAL] Once you've completed the form.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, once we change your beneficiary at that time, you should receive an email letting you know that it has been updated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that what you're asking or wanting to clarify that you'll receive confirmation that it's been done?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] That, that's, that's good.
[CUSTOMER][NEUTRAL] That's it. Yes, ma'am.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And what you say about emailing me a copy of the form?
[AGENT][NEUTRAL] Because you cannot access the website and actually it's not on our it's not on our online service portal you can actually download this form for from our website.
[AGENT][NEUTRAL] And it's similar. It's, uh, just [PII].
[AGENT][NEUTRAL] To download a copy of the beneficiary form.
[CUSTOMER][NEUTRAL] Yeah, well, I.
[CUSTOMER][NEUTRAL] I found the beneficiary form online here a few minutes ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it looks like you're will be able to complete it, you know, on the form and then print it.
[AGENT][NEUTRAL] OK. Did you try to do it that way?
[CUSTOMER][NEUTRAL] Well, I didn't go in any in depth. I just selected one field and, and typed the letter in and it took it.
[AGENT][NEUTRAL] OK. I don't know if you'll be able to sign it.
[CUSTOMER][NEUTRAL] Well, uh, OK.
[AGENT][NEUTRAL] So you
[AGENT][NEUTRAL] So you may
[CUSTOMER][NEUTRAL] What it requires a notary anyway, doesn't it?
[AGENT][NEUTRAL] It does.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'll, I'll print it, I'll complete it, print it, and then take it to a notary to get it signed to sign it.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And then you can get that back to us to get it updated in in in your file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But if there's an account, I, I, if this opens an account, I'd still like to get in there at some point in time. I may try it later, but um.
[CUSTOMER][NEUTRAL] But if you'll notify me that when it's received and done, then I'll
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That'll satisfy this immediate need.
[AGENT][NEUTRAL] OK, alright, so I'll verify if there's if it's down or if there's something going on with the online service center and then I can give you a call back. What's your callback number?
[CUSTOMER][NEUTRAL] [PII], excuse me, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] So I'll verify and then I can give you a call back hopefully I can call you back on today.
[CUSTOMER][POSITIVE] Well, no rush on that. Thanks for your help.
[AGENT][NEUTRAL] Oh, you're welcome, sir. Anything else?
[CUSTOMER][POSITIVE] That's gonna do it. Appreciate you.
[AGENT][POSITIVE] OK, uh-huh, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.