AccountId: 011433970860
ContactId: 4e02076f-0541-4fe0-b72c-3a9ebdb5ee19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448589 ms
Total Talk Time (AGENT): 132811 ms
Total Talk Time (CUSTOMER): 148779 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/4e02076f-0541-4fe0-b72c-3a9ebdb5ee19_20250507T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to see. I've been trying to check two things.
[CUSTOMER][NEUTRAL] I was trying to see if, if they got my information about changing my name and my address.
[CUSTOMER][NEUTRAL] And I sent in the claim.
[CUSTOMER][NEUTRAL] Last night I want to see if it was received.
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, the policy, the name change, well, it was a name change and the beneficiary change.
[CUSTOMER][NEUTRAL] It's for my life insurance. I have a policy number for that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 744101.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said it's for a beneficiary change and an address change or name change?
[CUSTOMER][NEUTRAL] And uh well it should be both of them.
[AGENT][NEUTRAL] Address?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright, so I have the policy number pulled up. Could you verify your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, I don't know if it's [PII] or [PII] now, but it's not.
[AGENT][NEUTRAL] I, I shall be.
[CUSTOMER][NEUTRAL] OK, well, I send you the paperwork to have it changed to Williams.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, my birthday is [PII].
[AGENT][NEUTRAL] And then your mailing address and email address.
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] And I'm guessing the mailing address is still the [PII].
[AGENT][NEUTRAL] Right, OK, and the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I do see information received on the [PII], and so is this the information that you sent for us to update the beneficiary in your address?
[CUSTOMER][NEUTRAL] Yeah, I need, uh-huh and yeah and my name because I sent the mayor's license.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For that, I was told to send the marriage license with it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No name changed due to marriage.
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] And my mother passed away, that's why I was doing the beneficiary change.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Our condolences.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEGATIVE] I lost my mom last year in May.
[CUSTOMER][NEUTRAL] Well, it, it's, she died in [PII], so.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, it seemed like it's been like it just happened though, but it's been a year, it's been a year going on 2 years, yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Still looking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I see the image came through on the [PII], but I'm not able to open it.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And yeah it's in line for processing though. I was just wanting to take a look at the documents but um I can't tell you that it is in line for processing.
[CUSTOMER][NEUTRAL] OK, for the change of, for all the changes.
[AGENT][NEUTRAL] All, all three address beneficiary, and then your name, your last name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I faxed in a, I faxed in a claim yesterday. My daughter had a car accident.
[AGENT][NEUTRAL] And did you
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she banged up her knee and I sent up a claim for in for that yesterday.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. You said you faxed it?
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] OK, it usually takes about 24 to 48 hours to see it uploaded into the file with.
[CUSTOMER][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Yeah. So I would allow more time for that. I don't see it. Um, which, which dependent daughter?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, I don't see it in there yet.
[AGENT][NEUTRAL] So allow some more time for that one,
[CUSTOMER][NEUTRAL] So what would I need to?
[CUSTOMER][NEUTRAL] Yeah, what would I need to do about my son? I, I don't know, well, they canceled him because he turned [PII].
[AGENT][NEUTRAL] Mhm. Depending age.
[CUSTOMER][NEUTRAL] He has uh he had a license. Yeah, so could I get more, could I get some more insurance on him or what he has to do it himself?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, uh, through, yeah, he is at, um, his maximum age limit and let's see.
[AGENT][NEUTRAL] We do not sell individual policies though, so.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now for [PII], did you, did you submit that one under your accident policy number?
[CUSTOMER][NEUTRAL] OK, well. Uh-huh.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK, all right, because that's a different number than what you gave me.
[CUSTOMER][NEUTRAL] Yeah, uh-huh, it's 7440.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 744-099
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] So we've not um that's not in her file just yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All [PII]. Anything else?
[CUSTOMER][NEUTRAL] Well, that's all I was needing.
[AGENT][POSITIVE] OK. OK, well, if no other questions, thank you for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.