AccountId: 011433970860
ContactId: 50c065f8-aa8c-449b-9ab6-767e15ca2f12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447109 ms
Total Talk Time (AGENT): 136150 ms
Total Talk Time (CUSTOMER): 134784 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/50c065f8-aa8c-449b-9ab6-767e15ca2f12_20250207T13:06_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I was curious, um.
[CUSTOMER][NEUTRAL] Maybe it's, it's dumb to ask. I don't know, but, uh, I'll be flying next week, uh, to, to [PII], and I was like, well, maybe I should just get everything situated in case something goes wrong. I, I work with Oxford and my name is [PII], and I was calling about my life insurance, my, my term life.
[AGENT][NEUTRAL] OK, what question do you have?
[CUSTOMER][NEUTRAL] Oh, so I have my daughter listed as the beneficiary [PII]. So in the event something happens, they would notify you guys and you guys would send a mail.
[AGENT][NEUTRAL] OK, let me get your name and the policy number for the life policy.
[CUSTOMER][NEUTRAL] To the household or
[CUSTOMER][NEUTRAL] I just know my name, [PII].
[AGENT][NEUTRAL] What's your social? Like it's search it by your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] are the last four?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and a good phone number in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And verify your date of birth and just your date of birth for me.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] The social you gave me is [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] What's your complete mailing address, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is your email address on file?
[CUSTOMER][NEUTRAL] Well, it should be [PII] or could be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I show the first one that you gave me. Thank you for verifying.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Now online I'm showing a phone number that begins with a [PII]. Do we need to update that to the one you gave me?
[CUSTOMER][NEUTRAL] It says
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, that, not the
[CUSTOMER][NEUTRAL] Oh wait a minute, what's
[AGENT][NEUTRAL] Yeah, the phone number that we have currently on file, the prefix is [PII].
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, yeah, we need to change that.
[AGENT][NEUTRAL] OK, so we'll change it to [PII]?
[CUSTOMER][NEUTRAL] Yeah, I haven't. I didn't know that that was still in the.
[AGENT][POSITIVE] The phone number is, yeah, so we'll get that updated for you.
[CUSTOMER][NEUTRAL] Yeah, that must have been a long time ago. That was like [PII], I think, something like that.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] You know, I don't show that to be the number, but it is a [PII] area code.
[CUSTOMER][NEGATIVE] OK, yeah, that's, that's not correct.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] We'll get it updated and you said that your daughter, what's your daughter's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Same last name?
[CUSTOMER][NEUTRAL] [PII]. Oh, will she be, she's, we're flying to [PII] for her wedding, so it'll be [PII], I guess I don't know.
[AGENT][NEUTRAL] But when you made her the beneficiary, what was the name on the document?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm not showing uh beneficiary on the file. Did you notate that on your application?
[CUSTOMER][POSITIVE] I did everything through BIC so maybe that's why they didn't listed, so that's probably a good reason I call.
[AGENT][NEUTRAL] OK, perhaps, yes, you, you would need to and if um.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] They are to be added.
[CUSTOMER][NEUTRAL] What's the beneficiary amount?
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] What do you mean you want to know the, the amount of your life policy?
[CUSTOMER][NEUTRAL] I cut you off. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's 20,000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, it would be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You know, we would need to get notification or something from benefits in the car to get that uh individual added as your beneficiary.
[CUSTOMER][NEUTRAL] So I call BIC and tell them to add them as a beneficiary?
[AGENT][NEUTRAL] They and then they would submit information to American public life so that we, our, our records would match their records.
[CUSTOMER][NEUTRAL] I could do that. I I'll call them back right now. They actually transfer me transferred me over there, and they didn't say nothing about it, so.
[AGENT][NEUTRAL] Give me just a second. Let me, give me 1 2nd.
[CUSTOMER][NEUTRAL] All right, well
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] When you contacted B, what did you tell them?
[CUSTOMER][NEUTRAL] Uh, I'll be for and how they would get contacted.
[CUSTOMER][NEUTRAL] And they said I would have to call you guys to figure that out.
[AGENT][NEUTRAL] OK, so for that question, that makes sense because we'll get your daughter will notify us, should that happen, hopefully not soon, um, and then, and then we would start the ball rolling on our end, but in order to get her added as your beneficiary, that has to go through big. So you need to let them know that you need to add your daughter as the beneficiary when you call them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] So, I will do that now. Thank you so much.
[AGENT][NEUTRAL] Alright, anything else will you like to help out with today?
[CUSTOMER][POSITIVE] No, I think I have everything I need. Thank you.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hello.