AccountId: 011433970860
ContactId: 6718a5f5-23ef-40d0-a24e-6a63214ab870
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1160589 ms
Total Talk Time (AGENT): 612832 ms
Total Talk Time (CUSTOMER): 442330 ms
Interruptions: 6
Overall Sentiment: AGENT=1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/6718a5f5-23ef-40d0-a24e-6a63214ab870_20250116T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi [PII]. Uh, my name is [PII]. I have, um, I wanna, I have a couple questions about changing some information for my cancer policy.
[AGENT][NEUTRAL] OK, we can take a look at that um changing whatever information. [PII], can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] No ma'am, I sure don't.
[AGENT][NEUTRAL] Oh, that's OK. I can search using your social.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Here we are, OK, just gonna verify some information really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. Uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, it should be [PII].
[AGENT][NEUTRAL] That's it. OK, thank you for verifying that. Alright, uh, what information are we needing to change, [PII]?
[CUSTOMER][NEUTRAL] Um, my husband and I are divorced now, so I need to take him off of that cancer policy.
[AGENT][NEUTRAL] OK, OK, let's take a look here.
[CUSTOMER][NEUTRAL] And also.
[CUSTOMER][NEUTRAL] I have a new checking account that um I know it automatically comes out of my checking account and I have a new checking account so I wanted to give you the um routing information for that as well.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's take a look at that right quick. So it's a completely, is it a different bank like a um.
[CUSTOMER][NEUTRAL] It's the same bank, it's just a different account.
[AGENT][NEUTRAL] OK, so is the routing number the same?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] We can verify that. I can let you know what I've got for you and we can see if that's the same. Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me, I gotta, I gotta open up my um my bank thing because I'm, I don't know what it is off the top of my head.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, I'm sorry, I should have had it available.
[AGENT][POSITIVE] No, no, it's perfectly fine. You're all right.
[CUSTOMER][NEUTRAL] Uh, OK, let's see.
[CUSTOMER][NEUTRAL] Uh, the routing number.
[CUSTOMER][NEGATIVE] I know it's in here and I know where to go to get it but I just don't see it.
[CUSTOMER][NEUTRAL] OK, let's see it is.
[CUSTOMER][NEUTRAL] I'm so sorry like I just don't.
[AGENT][POSITIVE] You're OK. You are perfectly fine.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Account info.
[CUSTOMER][NEUTRAL] You account info.
[CUSTOMER][NEUTRAL] OK, it is um the routing number is [PII].
[AGENT][NEUTRAL] OK, that is not what we've got. All right.
[AGENT][NEUTRAL] We've got info from.
[AGENT][NEUTRAL] Routing number we've got is [PII]. OK, so we're gonna have to do all of that.
[CUSTOMER][NEUTRAL] Yeah, well, uh, well, it might, like I said it's, it's the same bank but it's a different account so I don't know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They might have changed their routing number too. I know sometimes they do that yeah OK so.
[CUSTOMER][NEUTRAL] they might have changed their routing number.
[AGENT][NEUTRAL] For that, um, I will send you a form, [PII], uh, whatever is easier for you actually do you have an account on our online portal?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] So you can actually change the bank information there um if you prefer though I can.
[CUSTOMER][NEGATIVE] I tried that I couldn't figure out where to go.
[AGENT][NEUTRAL] OK, OK, yeah, it can be a bit confusing, so I will email you a form, uh, to fill out with that corrected information. You can simply just email that right back to us and we'll get that, uh, set up for you. Um, is it OK to just send it to this [PII] account?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, is it like if I fill it all out and send it back, will it be changed, uh, will it be changed because my payment usually comes out on the [PII]. Is that gonna be too late to have that changed or just I, I'll just transfer money into that account and then we can do it next month maybe.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see, um, I imagine if you get it to us pretty quick, um, that should be plenty of time.
[AGENT][NEUTRAL] But even so, if you, you know, keep an eye on your account and you don't see that payment coming out you're more than welcome to give us a call just to check and if not you know we can kind of proceed from there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then so I will get that sent to you as for.
[AGENT][NEUTRAL] Removing, um, let's see, raging.
[CUSTOMER][NEUTRAL] It it should be [PII]. I should have, I should have my daughter. Her name's [PII], and then I am on it, [PII], and then my husband [PII] was on it. My son [PII], he became of age where he's no longer available to be on that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, yes, OK, I do see all that right so for that I would have to transfer you to our customer service department and they could get him removed for you um so I will get that email sent to you uh was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am and then also I know a while ago I, I called to have my beneficiaries changed and I, I recall somebody sending me an email but I think I might have deleted it and I don't know, I don't know what happened to it you send that to me as well?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can send that to you too. Yes, ma'am.
[CUSTOMER][NEGATIVE] And do I have to mail that in or or what because I, I don't like.
[AGENT][NEUTRAL] You can email that back, yeah, I can just include that with, yes ma'am, I can, uh, let's see bank job.
[CUSTOMER][NEUTRAL] I can email that back to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, bear with me just a moment.
[AGENT][NEUTRAL] You know, I say that. Let me check.
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEGATIVE] Because I don't wanna put social security numbers on that and mail that back that kind of freaks me out.
[AGENT][NEUTRAL] I don't blame you at all, yeah.
[AGENT][NEUTRAL] If I can spell, let's see.
[AGENT][NEUTRAL] I'm almost positive you can, but let me check.
[AGENT][NEUTRAL] OK, yes, so it does have to be mailed because it has to be notarized, so the beneficiary forms do have to be mailed.
[CUSTOMER][NEUTRAL] OK, so I like, I, if I get somebody, I work at a law firm, so I can't get somebody here notarize it and stamp it and put a seal on it and then just email it you have to have the original.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it does say that it has to be mailed back to us so I can email it to you with the bank draft uh in uh form as well, but that beneficiary change form does have to be mailed back.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, did you want me to do that?
[CUSTOMER][NEUTRAL] What happens if what happens if something happens to me in between then?
[AGENT][POSITIVE] In between that, well, that's a good question, so excuse me, I'm so sorry.
[CUSTOMER][NEGATIVE] Because I definitely don't want him getting my uh being my beneficiary. I want it to be my children.
[AGENT][NEUTRAL] No, no, so that's, and of course we'll go ahead and resolve that now so he will be completely removed from the policy, so he wouldn't be a factor, especially if y'all are legally divorced, um, so if something were to happen to you, um, whoever would be determined next of kin, so, um, it might be your son, um, just then, and all we would need is of course like a death certificate and then proof that their next of kin.
[AGENT][NEUTRAL] And they would be able to handle that information unless of course you had a specific beneficiary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEGATIVE] OK then I have more questions. I am so sorry you're probably like damn, why did I get this woman's phone call? OK.
[AGENT][NEGATIVE] Yeah, no, not at all.
[AGENT][POSITIVE] You're OK.
[CUSTOMER][NEUTRAL] This, this is my other issue. I, we have, I have an insurance policy that I that I have for him when we were married. You can probably see that on there, but I can't see it because it's under his name now, I think, or something for [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Is it the
[AGENT][NEUTRAL] Whole life policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I had, I have 3 whole life policies. I have one for me. I have one for my son [PII], and then I have one for my husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, OK.
[CUSTOMER][NEUTRAL] But I had my son when he came when he was like a minor so it was under mine, but I can give you their socials if you need them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, I see the one, and I believe this is, yes, this is for you, and he's listed as the beneficiary for the whole life, so we'd have to get him removed from that one as well. Let me go ahead and get that policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, if you would give me his social, um, is he the beneficiary of the others as well, is that what you said?
[CUSTOMER][NEUTRAL] Yeah, he, he's, um, well, him and I are both on the, um, beneficiary of the other. What do you mean? You mean the life insurance policy?
[AGENT][NEUTRAL] For the did you say that there were.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, it should be on my son's policy where I'm a beneficiary and my husband's a beneficiary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, got it. All right.
[CUSTOMER][NEUTRAL] But I mean I hate to take him off of that but I don't think there's anything I can do unless my son would call but let me give you my son's social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] There we are, um, no, you are the only one listed under this policy for [PII].
[CUSTOMER][NEUTRAL] Oh, I am? OK, so that's perfectly fine.
[AGENT][NEUTRAL] Yes, it's just you.
[AGENT][NEUTRAL] You are listed as the owner beneficiary like out all the works.
[CUSTOMER][NEUTRAL] OK, can like can I still have that policy for him since he's um.
[CUSTOMER][NEUTRAL] He's uh I'm not a minor anymore or can I leave it as it is, or does he have to do something to change that?
[AGENT][POSITIVE] You should be able to leave it. It it does show that it's good and active. Um, I can get that, I can get the policy pulled up just to make sure if you give me one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Uh, I, I think it's a, I think it's probably.
[AGENT][POSITIVE] OK, yeah, no, it's showing it's all good and [PII].
[CUSTOMER][NEUTRAL] OK, now the one for my husband [PII], his social is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Yes, OK, in which case you are the beneficiary, um.
[CUSTOMER][NEGATIVE] I don't know if I can still do that plus I don't wanna pay for his.
[CUSTOMER][NEUTRAL] But then I worry like what if something were to
[AGENT][NEUTRAL] Is it coming out of your account?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Now for this one, I don't see that you're
[CUSTOMER][NEGATIVE] And that that's what I was concerned.
[AGENT][NEUTRAL] Yeah, I don't see that you're the owner for this one. It did for [PII].
[CUSTOMER][NEUTRAL] Right, well, I mean.
[CUSTOMER][NEUTRAL] The one for [PII] is probably he probably owns his own, but I mean, I took them all out at the same time.
[AGENT][NEUTRAL] Well, it does have the old bank account information, so if you wanted to, I mean we could just simply update these specific policies um for you and you know [PII] did uh the other dependent have a whole life policy as well?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, she didn't. I, she wasn't born at the time when I had that, but I was wondering what it would, would it cost to have a whole life policy for her.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] That's a good question. Um, that's typically not something that we really offer anymore um but yeah we can take a look at that though, uh, just wanted to make sure though so again I'm not sure that there's anything we could do with this account, um, for [PII] with you just being the beneficiary we could have you removed um but the what I'm thinking is.
[CUSTOMER][NEUTRAL] She's [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] But I just, I just don't know like if I if I change my account number for uh my whole life and our cancer policy once I have and I have, is there any way you can.
[AGENT][NEUTRAL] Yes, that's what I was thinking then this policy, you know, if you just.
[AGENT][NEUTRAL] Sorry, go ahead.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEGATIVE] Is there any way you could notify? I don't wanna talk to him, but and he don't wanna talk to me um if you could send him a notification about he has I I don't even know if he would want it.
[AGENT][NEUTRAL] Well, that's the thing um typically we don't reach out like that unless.
[CUSTOMER][NEGATIVE] It's my problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean, the only thing I could think is if this is your old bank account and money doesn't come out of that from this, then we would be reaching out to him, you know, if he wanted to make payments on it, if there were payments being missed, but that would really be the only thing.
[CUSTOMER][NEUTRAL] OK, do you have his phone number?
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Online like
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I do not.
[CUSTOMER][NEUTRAL] Just a little bit of background. Him and I were married for 30 years, and he just up one day and left like.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yuck. Oh, I'm so sorry. Please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][MIXED] But that's OK. Like, and I'm like what the hell? Well, he's got a little girlfriend.
[AGENT][POSITIVE] Oh wow, that just gets.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh yeah, he, he's got a little girlfriend. She's quite young. She's about the same age as my son.
[AGENT][NEGATIVE] Oh my gosh, that's horrible.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Yeah, so I got divorced quick from him.
[AGENT][NEUTRAL] So this is like
[AGENT][NEUTRAL] The biggest fear I think for just about every woman really, especially [PII]. I'm so sorry.
[CUSTOMER][NEGATIVE] It's ridiculous.
[CUSTOMER][NEUTRAL] That's OK. I'm living my best life now. I'm done with that a hole.
[AGENT][POSITIVE] There you go. I'm so glad. I am so glad to hear that. Good. You keep going.
[CUSTOMER][NEGATIVE] Seriously, I mean it was rough. I won't lie, it was rough, but that's why I don't wanna pay, pay for his life insurance policy, but then if something happens to him, my kids are gonna wind up paying, but I'll just have, don't have to get him cremated or something.
[AGENT][NEUTRAL] I can imagine.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I understand. OK, so I will make a note of all of this, um.
[AGENT][NEUTRAL] Let me make sure I have those other policy numbers right quick. Actually, I think I should have gotten.
[AGENT][NEUTRAL] I don't know that I got that one of uh [PII]'s.
[AGENT][NEUTRAL] Could you give me uh [PII]'s, um, social one more time? I'm sorry, I need to get back that uh other policy number. I didn't write that one down.
[CUSTOMER][NEUTRAL] OK, it's 437.
[CUSTOMER][NEUTRAL] 934-841
[AGENT][NEUTRAL] OK, thank you. Sorry, just a minute. I just wanna make sure I got all of these policy numbers recorded, um, so we know what to update and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All of that.
[CUSTOMER][NEUTRAL] So I just need, I need to have him removed from the cancer policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] removed from the cancer policy.
[CUSTOMER][NEUTRAL] You can keep [PII]'s the way it is. I don't, I mean, he's my son. I don't really, I don't mind his little bit of money.
[AGENT][NEUTRAL] Yeah, you're listed um you're the only one listed, yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Well, the only reason I say that is for the um bank information, the bank draft information so I will give you this policy number um so you've got it you'll be able to put that um on that form.
[CUSTOMER][NEUTRAL] The bank account OK.
[AGENT][NEUTRAL] So they'll know uh which accounts these need to be for so let me go back and make sure I've got all of my docs in a row. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh dang it, I see.
[AGENT][NEUTRAL] OK, so I can give you all these policy numbers. Uh, let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so this is the cancer policy. It is 451-921.
[CUSTOMER][NEUTRAL] OK, 451-921?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] 451-921 OK.
[AGENT][NEUTRAL] Yes, and then for your whole life policy.
[AGENT][NEUTRAL] It is 413809.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then [PII]'s.
[CUSTOMER][NEUTRAL] 413809
[AGENT][NEUTRAL] Yes ma'am, and then for [PII]'s whole life it is 410613.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 410613
[AGENT][NEUTRAL] That's it, yes ma'am. OK, just so you've got all of that information, I don't know if you do you want the policy number, I guess, well, I guess you don't really need it, um, for raise, yeah, did you want that just for your records?
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Yeah, give it to me because uh yeah, give it to me because um.
[AGENT][NEUTRAL] You're still listed as the beneficiary, so.
[CUSTOMER][NEUTRAL] Yeah, OK, I'll take it.
[AGENT][NEUTRAL] OK, yeah, never know, it is uh 410609.
[CUSTOMER][NEUTRAL] 410609. OK, what is your name?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] OK, just in case I have to call I have to call back or something, OK.
[AGENT][POSITIVE] No worries, of course. OK, so I'm gonna make sure I got and all of this set in place. I will send you an email with the bank draft form and the beneficiary change form and then.
[AGENT][NEUTRAL] I will get you transferred to customer service so we can get [PII] removed from the cancer policy. All right. Do you have any other questions for me, [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] It does not bother me, I promise, um, I'm like you or I've got, I get everything all in one fell swoop when I'm ready.
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] I know, right?
[AGENT][POSITIVE] Get it all taken care of at once.
[CUSTOMER][NEUTRAL] Like this day I'm doing American Public Life. The other day I had to do the standard mortgage, the standard company, then I have to do my other account and I'm like every day I'm doing one at lunch. I'm taking a lunch hour to do it.
[AGENT][POSITIVE] That's it, exactly.
[AGENT][POSITIVE] That's good, that's good and then you could just check that off of the list got it taken care of.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][POSITIVE] All right, well, it was a pleasure talking to you, [PII]. I hope you have a great rest of your day. Just gonna put you on a brief hold. I'll get them on the line for you. Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much, OK.
[AGENT][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Referring
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing all right, thank you. I've got an insured, um, she said that she had, uh, just wants somebody removed from her cancer policy. She and her husband had a divorce.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's the policy number?
[AGENT][NEUTRAL] It is 4519. I'm sorry, yeah 451-921.
[CUSTOMER][NEUTRAL] 21. OK.
[AGENT][NEUTRAL] We're speaking with uh [PII].
[AGENT][NEUTRAL] And [PII] is the one we're needing removed.
[CUSTOMER][POSITIVE] All right. I've got it.
[AGENT][POSITIVE] All right thank you bye bye.