AccountId: 011433970860
ContactId: 50ddf5c4-93ed-41c7-9581-3aa5130dcde1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 561479 ms
Total Talk Time (AGENT): 219487 ms
Total Talk Time (CUSTOMER): 289280 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/50ddf5c4-93ed-41c7-9581-3aa5130dcde1_20250512T18:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII], and I sent you guys, um, a fax.
[CUSTOMER][NEUTRAL] Um, of a beneficiary change form and it was, um,
[CUSTOMER][NEUTRAL] Notarized and everything um and I sent it week before last and I just wanted a confirmation um that you received it and that the the changes to the beneficiary were made.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. All right. I can definitely search if we have it if we have received it in the correspondence. So allow me just a second to um look up.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 154483.
[AGENT][NEUTRAL] All right, I'm gonna repeat it just to make sure I have it correct. 150483.
[CUSTOMER][NEUTRAL] No, I'm sorry, it's 24, so 154483.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] 124483.
[CUSTOMER][NEUTRAL] No, 154483.
[AGENT][NEUTRAL] All right, I got it. And OK, I'm gonna pull it up really quick to see in which state it it says shoot and to verify all the information.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But.
[AGENT][NEUTRAL] And um can you just verify your date of birth and address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And address is [PII].
[AGENT][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] OK, I see notes here for um let's see, this was Tuesday of last week um that we added Mr. [PII] um trust to our screen as the beneficiary, and we removed the existing contingent beneficiary. So it, it has been already processed. Um, we sent a letter requesting a copy of the trust.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That is what I see on the notes.
[CUSTOMER][NEUTRAL] OK, can you tell me again who you added because there is no Mr. [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, my bad. It just said added [PII]'s Trust.
[AGENT][NEUTRAL] Not mister. Mhm.
[CUSTOMER][NEUTRAL] [PII] Trust, OK.
[CUSTOMER][NEUTRAL] OK, good. I was like, wait a minute, who's that? um.
[AGENT][NEUTRAL] My apologies, my apologies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. And mhm and we uh sent a letter requesting a cop, a copy of the trust so we can have it on the label um department.
[CUSTOMER][NEUTRAL] All right, um.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Gosh, OK, so we're updating a few little things in the trust within the next week or two, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm trying, I'm wondering.
[CUSTOMER][NEUTRAL] So what they gave they did give me something that they said if anybody wants a copy that this is what I could send them and it's called a certification of trust.
[AGENT][NEUTRAL] Provide. Mhm.
[CUSTOMER][NEUTRAL] It's not the 150 page document that the whole trust is, but it's just um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's called the certification of trust.
[CUSTOMER][NEGATIVE] And it's about 5 or 6 pages long.
[AGENT][POSITIVE] Then yes, that will definitely work, and it will be easier to keep. Mhm.
[CUSTOMER][NEUTRAL] Oh actually yeah it's like this page is double sided so um OK so I will um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I haven't gotten that. Did you send it by writing like you sent a hard uh something through the mail to me?
[AGENT][NEUTRAL] Um, I see that it was a letter, but I don't, I honestly do not see um which way it was sent. I will assume it is mail.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. It must have been because I've not gotten an email, so um I'll look for it in the mail. I haven't gotten it yet.
[AGENT][NEUTRAL] Oh, OK. Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I will.
[CUSTOMER][NEUTRAL] Yeah I can send you back uh you know, a hard copy of that certification of trust.
[AGENT][NEUTRAL] Mhm, um, we are now, or we usually what we do is keep all the copies of uh documents received, um, pretty much digital. So I would say if it is easier for you to take a picture, a really clear picture of it and email it to us, that will work as well.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I I'm not, no, can I send, can I send you a PD, a PDF? Can I email you a PDF of it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, a PDF of it will work as well.
[CUSTOMER][NEGATIVE] OK, because I'm not gonna take 12 pictures of 12 pages. Like that's just, it's too long to do it that way, um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and so I'll just wait until I get it and if I need an email address I'll.
[CUSTOMER][NEUTRAL] I'll email you back um or I'll call you back and ask you.
[AGENT][NEUTRAL] Hm, I can provide.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I can provide it right now.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] I'm just looking to make, yeah, this is it. So I actually have it. Oh, but it's just the 1st 2, it's actually only 2 pages. All the other stuff is more specific. Why don't I go ahead.
[CUSTOMER][NEUTRAL] And proactively send you this.
[CUSTOMER][NEUTRAL] 2 page certification of trust.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And and then you can submit it and see if it um if it will you know suffice basically.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And if you need more than that, just you know let me know so where would I email it?
[AGENT][NEUTRAL] Yes, um, that will be [PII]
[AGENT][NEUTRAL] RE
[AGENT][NEUTRAL] TE
[AGENT][NEUTRAL] AM
[CUSTOMER][NEUTRAL] OK, I have it actually. It's coming up so at [PII].
[AGENT][NEUTRAL] 13
[AGENT][POSITIVE] Mhm. Mhm. Yes, that is the right one.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Certification of trust.
[CUSTOMER][NEUTRAL] And then I said
[CUSTOMER][NEUTRAL] I'll just put in the body what the policy number is so that you'll know where it goes.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] And um my last question is that my.
[CUSTOMER][NEUTRAL] Attorney's office who who's done the trust for me wanted to get some type of written confirmation that the beneficiary has been changed.
[CUSTOMER][NEUTRAL] Um, can you send an email that just says?
[CUSTOMER][NEUTRAL] Um, the policy is now.
[CUSTOMER][NEUTRAL] Um, listing the beneficiary as blah blah blah, Edwards Trust.
[AGENT][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] Is that, are you allowed to to do that?
[AGENT][NEUTRAL] Um, I would guess that the person who will be taking care because it's um different for every state, um, they should be able to, to do so. Um, she can also attach like a PDF letter um to the email once confirming.
[AGENT][NEUTRAL] That has been totally processed.
[AGENT][NEUTRAL] It can be added in that email because it is different people who will take care of it. um I will say it's different days when we receive um emails and everything, so it won't be always the same person. It is better to just um request the information all in in one email.
[CUSTOMER][NEUTRAL] OK, so what you're saying is go ahead and send the certification, the trust certification copy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if they can, mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then it and then add would you please send me uh in a confirmation of.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The updated beneficiary for this policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Something like that.
[AGENT][NEUTRAL] Mhm, yes, that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will do that. I will put that um in the email.
[AGENT][NEUTRAL] All right. Is there any other question, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. I appreciate your help.
[AGENT][POSITIVE] You're welcome. I'm glad to help.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.