AccountId: 011433970860
ContactId: 5aba0981-d5ac-4b94-8d4b-153ef1c1ff77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 638200 ms
Total Talk Time (AGENT): 270264 ms
Total Talk Time (CUSTOMER): 206066 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/5aba0981-d5ac-4b94-8d4b-153ef1c1ff77_20250210T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII], um,
[CUSTOMER][NEGATIVE] I was calling because I was trying to set up my beneficiaries on my online account and I'm not seeing where that's at to do that where I'm able to do that at.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right, I believe the online service center um.
[AGENT][NEUTRAL] Doesn't allow beneficiary change. Uh, what we would need to do is to fill out um beneficiary change on a form, and that can be sent to us and we will be the ones changing. Mhm.
[CUSTOMER][NEUTRAL] Well, I don't know, can you, can you maybe can you, I don't know if you can look. I don't know if it's, I don't know if it's ever been set up. It may already be set up. I'm not sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, I can look into your policy. Yes, we can look into your policy. Uh, what is your policy number?
[CUSTOMER][NEUTRAL] Could you check?
[CUSTOMER][NEUTRAL] Yeah, if you could.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got 3, but um because I've got accident, critical illness in the hospital indemnity. I'll give you the accidental first, um, policy number is 236-5256.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] 236-525-6.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Just a second.
[AGENT][NEUTRAL] All right, Mr. [PII], I'm sorry, I misplaced that policy number. Do you mind telling me that policy number again?
[CUSTOMER][NEUTRAL] 236-525-6
[AGENT][POSITIVE] Great.
[AGENT][NEUTRAL] All right. I was able to pull it up. And just for verification steps, do you mind um telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] Sure, [PII]. Address is [PII], ZIP code [PII].
[AGENT][NEUTRAL] All right, thank you very much. Now, I'm gonna go into um our files and see if we have um if we received your application because if we receive your application and we processed it, we might be able to um look at the beneficiary information, but if it was processed by your employer, then your employer is the one that has that information.
[AGENT][NEUTRAL] So allow me just a second so I can go through the policy.
[CUSTOMER][NEUTRAL] Yeah it's my account it's not an employer account so.
[AGENT][NEUTRAL] Yes, but the employer, we are a third party administrator, so let's say that the main, the, the, the ones that are doing business with us are the one that holds all the main information and they send it to us. They sometimes don't send that information to us and we don't have it, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I see what you're saying. OK.
[AGENT][NEUTRAL] Mhm. Yes, so let's see really quick.
[AGENT][NEUTRAL] All right, Mr. [PII], I was not able to find any record of who we have as a beneficiary. What I can recommend you to do is that in the same um
[AGENT][NEUTRAL] APL website, there's a claims and forms um area.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Where you can download, there is one, let's see really quick.
[AGENT][NEUTRAL] Change request form.
[CUSTOMER][NEUTRAL] Hold on, I'm gonna have you walk through it. Let me look here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, what say, take that to me 11 more time where I'm at.
[AGENT][NEUTRAL] Um, are you already into the a.m. public website?
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm looking at all three.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, policies, yeah.
[AGENT][NEUTRAL] OK, there's on the top right, there's a section that says claims and forms.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] You can click on it and probably 1234. The 4th option, change and request form.
[AGENT][NEUTRAL] You can download that file.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And it will say their beneficiary information.
[CUSTOMER][NEUTRAL] It says claim forms and policy change documents.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I see change in request form.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Oh, I see it. OK, change your request forms.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there's a beneficiary section there.
[CUSTOMER][NEGATIVE] Because you don't even show it's been set up, right? The beneficiaries.
[AGENT][NEUTRAL] No, no, it is not. Um, this information is something that only your employer holds. We don't have it. So I would suggest that once you have this form filled out, you can send it to us and you can inform your employer as well um that you are adding a beneficiary.
[CUSTOMER][NEUTRAL] Well this isn't through this isn't through my employer, it's through my we have a group it's a group policy through our union, but the union doesn't have the information. I mean it's a group policy we got a group right through our union.
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] But this isn't through my employer.
[CUSTOMER][NEUTRAL] Yeah, so it's my policy independent of my employer we just got a group rate from.
[CUSTOMER][NEGATIVE] But irregardless, it must have never got set up so if I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] fill this out. I can, I can just send this to you guys.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, mhm, yes, you can send it and I can give you that email if you would like me to.
[CUSTOMER][NEUTRAL] Because you're saying I can email it also?
[AGENT][NEUTRAL] Mhm. Yes, you can email the form.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] That will be care team.
[CUSTOMER][NEUTRAL] Can you spell it for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Who
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Public.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Does this
[CUSTOMER][NEUTRAL] I'm looking at this form.
[CUSTOMER][NEUTRAL] Um, do you guys have contingent?
[CUSTOMER][NEUTRAL] Beneficiaries, like say my wife is going to be the primary beneficiary.
[AGENT][NEUTRAL] Mhm. Yes, we do.
[CUSTOMER][NEUTRAL] If we say we're in a plane, plane wreck we die, you know what I mean, we have contingent beneficiaries, but is that a different form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, no, you can add it into the same form and mention that is a contingent beneficiary.
[CUSTOMER][NEUTRAL] Because I don't see that is that just where you, where it says.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Change of beneficiary.
[CUSTOMER][NEUTRAL] Remove dependent duplicate copy removal finder section 9.
[AGENT][NEUTRAL] In in part section 9 other, it can, mhm.
[CUSTOMER][NEGATIVE] Because you don't show, but you, you don't show, you don't you show no beneficiaries at all, correct? So that means there's none on there?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Yeah, because I don't see.
[CUSTOMER][NEUTRAL] I don't see here
[CUSTOMER][NEUTRAL] Where it says contingent beneficiary.
[AGENT][NEUTRAL] Yes, but we can add it into the system in the last option where it says other. You can um just add a small note about a contingent beneficiary and provide, um, provide the same information.
[CUSTOMER][NEUTRAL] It just says.
[CUSTOMER][NEUTRAL] Oh, I see, OK.
[CUSTOMER][NEUTRAL] Information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] All right. Is there anything else that I can help you with, Mr. [PII]?
[CUSTOMER][NEUTRAL] And then I can
[CUSTOMER][NEUTRAL] No, that should be it. Now that would be for 11 question, so I would, would I do that for each one of these policies because I have 3.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Do you want to check the other ones to see if um.
[CUSTOMER][NEUTRAL] I have 3 policies. Maybe you could check the other ones while I'm online.
[AGENT][NEUTRAL] Yes, I already went through them, um, looking, trying to find the application, yes, and we don't have any listed. So if you would like to in that email that you will be sending us, um, you can um use the refer to the three policies.
[CUSTOMER][NEUTRAL] To see
[CUSTOMER][NEUTRAL] You did, OK.
[CUSTOMER][NEUTRAL] Policies, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, that's all I need. Thank you.
[AGENT][POSITIVE] All right. You're welcome and I hope you have a nice day.
[CUSTOMER][POSITIVE] You're welcome and I hope you have a.
[CUSTOMER][NEUTRAL] OK.