AccountId: 011433970860
ContactId: 7846171e-886f-417e-81c4-1346fb26796b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326609 ms
Total Talk Time (AGENT): 113476 ms
Total Talk Time (CUSTOMER): 119693 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/7846171e-886f-417e-81c4-1346fb26796b_20250515T18:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I took a life insurance policy out probably nearly 60 years ago and uh I I haven't changed the beneficiaries on I need to do that. I see there's a form online.
[CUSTOMER][NEUTRAL] Uh, you can fill out and then uh print it.
[CUSTOMER][NEUTRAL] But uh uh I, I, I see that y'all have
[CUSTOMER][NEUTRAL] Left [PII] since, since I was dealing with them. [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Uh, can you verify my policy number, uh, if I give it to you?
[AGENT][POSITIVE] Uh, yes, sir. And what's your name? I'm so sorry.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 102.
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 715-3152
[AGENT][NEUTRAL] Uh, it's a long number. Um, and what's your last name again, Mr. [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] OK, thank you so much. Give me one moment please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And your uh mailing address for me, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let me see, and you say you're wanting to change beneficiary, correct?
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][NEUTRAL] OK, let me see if the
[AGENT][NEUTRAL] Form is I'm making sure that's the form you need on the website. Give me one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Were you looking at the change request form?
[CUSTOMER][NEUTRAL] To change your beneficiary.
[CUSTOMER][NEGATIVE] 4 pages, there's a page of instructions and then 3 pages of phone.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Yes, sir. Uh, you will have to fill out that form and it would, it will have to be notarized and mailed back to our office.
[CUSTOMER][NEUTRAL] OK, uh, is your address on that website?
[AGENT][NEUTRAL] Uh, it is, it is on the form. It's on the form. If you look at page one at the bottom, that's the mailing address you would need to be sent to you.
[CUSTOMER][NEUTRAL] My, uh, I guess it's on the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I'm not looking at it right now. Is that in [PII] or is it in [PII]?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. OK. Uh, is, is a, uh, social security numbers or beneficiaries necessary? I mean,
[CUSTOMER][NEUTRAL] Gotta have it.
[AGENT][NEUTRAL] Uh, let me see on the form.
[CUSTOMER][NEUTRAL] There's a place for it on the phone, but some people just hesitate to give you Social Security number.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Uh, if you have it, yes sir, I would say to add the, uh, social.
[AGENT][NEUTRAL] Well, that's for your information.
[CUSTOMER][NEUTRAL] OK, if I can get them I will.
[AGENT][NEUTRAL] Social OK it does ask for beneficiary social if you can get it, I would say yes sir, put it on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I'll do it. Thank you so much.
[AGENT][NEUTRAL] Yes, sir. And is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] That's gonna do it. You've been helpful.
[AGENT][POSITIVE] Uh, you're welcome. Thank you for calling.
[CUSTOMER][NEUTRAL] Are y'all not in [PII] anymore? is there not a, a branch in [PII] anymore?
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] Uh, no, sir. Uh, we're still in [PII], but yeah, they moved to a different location.
[CUSTOMER][NEUTRAL] OK, you, you, but you've got, you, you don't have an office. I mean, it used to be a home office on [PII], and that sign is changed to Atmos Energy, I think, so I guess they sold that building.
[AGENT][NEUTRAL] Yes sir, it's no longer, um, yeah, they do have a different address, but um it can't be like insurance can't come in or.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the building, it's just a different building.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Uh, yes, sir. Thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.