AccountId: 011433970860
ContactId: 6c9be1a3-7529-486c-8d54-96e3d6db423a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493250 ms
Total Talk Time (AGENT): 202788 ms
Total Talk Time (CUSTOMER): 161125 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/6c9be1a3-7529-486c-8d54-96e3d6db423a_20250605T16:31_UTC.wav
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[AGENT][NEUTRAL] On APL, this is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] at Raymond O school board. Good morning or afternoon. I'm not sure which it is.
[AGENT][NEUTRAL] Still morning for me.
[CUSTOMER][NEUTRAL] Um, OK, it's your morning too, um.
[CUSTOMER][NEUTRAL] I um
[CUSTOMER][NEUTRAL] Got a
[CUSTOMER][NEUTRAL] Life claim form from um.
[CUSTOMER][NEUTRAL] AP Live and I can't remember if I talked to you about this situation or not. We had an employee that was deceased in February.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she um
[CUSTOMER][NEUTRAL] She had not changed her beneficiary from her.
[CUSTOMER][NEUTRAL] Ex-husband to her sons.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Someone at AP Life told me that there was a form that he could sign assigning the benefits to him, but the only form I got was just a claim form from um [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I, she didn't leave her extension so I can't get back to her.
[AGENT][NEUTRAL] And, and what's the person's name?
[CUSTOMER][NEUTRAL] A but the deceased is [PII].
[AGENT][NEUTRAL] And who was the APL person you spoke with?
[CUSTOMER][NEUTRAL] Well, I don't know if it was the [PII] or if somebody else she did send me a a life form, but it isn't the assignment.
[CUSTOMER][NEUTRAL] From the ex-husband to the.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sons of the deceased.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Because there that is not my area of expertise um, let me.
[CUSTOMER][NEGATIVE] I talked to somebody else too. I thought they said life claims, but she didn't know either and then I waited and waited on line and nobody ever came on so.
[CUSTOMER][NEUTRAL] I didn't know what to do.
[AGENT][NEUTRAL] And what was the insured's name?
[CUSTOMER][NEUTRAL] [PII] Eyes.
[AGENT][NEUTRAL] I have a [PII], wait, no, there it's [PII], OK.
[AGENT][NEUTRAL] Um, OK, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] The form the insured or the ex-husband and sons are needing is to change the beneficiary?
[CUSTOMER][NEUTRAL] Well, I thought they said it was a transfer form that the, the beneficiary now, which is the ex-husband needed to find benefits to the sons.
[CUSTOMER][NEGATIVE] But the form she sent is just a loss of life claim form. It isn't an assignment.
[AGENT][NEUTRAL] OK, let me, um,
[AGENT][NEUTRAL] Let me, let me hang tight and let me see because this might be something that customer service has, has to get to you, um, so hang on one second, OK?
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. I'm sorry, good morning. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][POSITIVE] Hey [PII], good. I'm glad I got someone that has knowledge of claims. Um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right, I've got a bookkeeper on the phone calling and trying to help out one of her previous um employers. Um, so, OK, so the insured passed back in February, had a life policy, whatever. Well, she never changed the beneficiary from her ex-husband to her son.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So she called and requested um a transfer form or assignment form or something for the ex-husband to sign.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] To switch over the beneficiary. The only form that she got was a loss of life form. So I don't know, I don't, I don't know where to begin as far as.
[AGENT][NEUTRAL] What where to send her who to have her talk to.
[CUSTOMER][NEUTRAL] OK. So the ex-husband received the loss of life form?
[AGENT][NEUTRAL] No, whoever in claims originally talked to her sent the bookkeeper at the school the loss of life form, but they're needing the transfer form or assignment form or something that transfers the beneficiary from ex-husband to son.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, uh, you might have to go to the claims queue because I'm not sure how that works as far as the life plans, but I would think.
[CUSTOMER][NEUTRAL] I don't know. I don't know how they would submit that uh information to him besides just uh.
[CUSTOMER][MIXED] Lost for, but I was definitely send it to claims. They should be able to assist her.
[AGENT][NEUTRAL] OK, um, OK, so, um, a particular claims queue or what?
[CUSTOMER][NEUTRAL] Uh, just, um, what is it called now? I forgot, um, can you look at a quick neck, um, claim support queue.
[AGENT][NEUTRAL] Client support.
[CUSTOMER][NEUTRAL] Apparently, anybody that answers should be able to help with any policy.
[AGENT][POSITIVE] OK. All right, wonderful. Thank you so much.
[CUSTOMER][NEUTRAL] All right, lady.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Ferring
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII] in group billing. I have a bookkeeper on the phone trying to help out one of her previous employers, um,
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So, the issue at hand is.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The insured or the old insured passed back in February, but she did not, she forgot to um change her beneficiary from her ex-husband to her son or sons before she passed. And so back in February, March, or whenever, she called in and requested
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, a transfer form or an assignment form for the ex-husband to sign over for to the son blah blah blah. But the only form that she got was a loss of life form, so she's needing help with getting the correct form.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] 763-238
[CUSTOMER][NEUTRAL] OK, and uh uh I'm sorry that uh insured's name?
[AGENT][NEUTRAL] Um, what was her something, something, let me look.
[AGENT][NEUTRAL] Gray eyes, yeah, [PII] gray eyes, and this is [PII] on the phone with the group.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Are you ready?
[CUSTOMER][POSITIVE] Alright, you can send it on over. I'm ready.
[AGENT][POSITIVE] Thank you.