AccountId: 011433970860
ContactId: 7e8d1266-2369-4c9d-bd37-04d67b1d9488
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 589039 ms
Total Talk Time (AGENT): 209270 ms
Total Talk Time (CUSTOMER): 135794 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/7e8d1266-2369-4c9d-bd37-04d67b1d9488_20250314T20:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII]. I just wanted to confirm the beneficiaries on the policy.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] Um, can I get your policy number?
[CUSTOMER][NEUTRAL] Sure it's 1452424.
[AGENT][POSITIVE] Thank you, ma'am. Let me look that up real quick.
[AGENT][NEUTRAL] OK, and Ms. [PII], um, can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm going to need for you to please verify your date of birth.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you ma'am. And then also I'm gonna need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Sure, it'll be [PII] [PII] and I forgot the third thing. What did you need?
[AGENT][NEUTRAL] Your email address, please.
[CUSTOMER][NEUTRAL] [PII]. I was like, oh no, I forgot.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I know it's a lot at at one time.
[CUSTOMER][NEUTRAL] So I was like there's 3 things, but I only need 2.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] It looks like it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's on the policy for the beneficiary.
[CUSTOMER][NEUTRAL] OK, and is there a contingent on there?
[AGENT][NEUTRAL] No, I do not have a contingent.
[CUSTOMER][NEUTRAL] OK, is there any way that I can get I guess paperwork to.
[CUSTOMER][NEUTRAL] Add a contingent?
[AGENT][NEUTRAL] Yes, um, I can email.
[CUSTOMER][NEUTRAL] Or can I do that online?
[AGENT][NEUTRAL] Um, I think you can do it online. I'm not sure. Let me go ahead and, and, um, email you the beneficiary change form so you have that.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Um, let me find it real quick so I can email it to you.
[AGENT][NEUTRAL] It's gonna be a brief hold while I pull this up so that I can get it over to you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'm gonna put you on a quick hold so I can search for it. OK, thank you, Ms. [PII].
[CUSTOMER][POSITIVE] Sure, that's fine thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got
[AGENT][NEUTRAL] That beneficiary change form on its way to you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I have one more question for you.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Um, on the when I log into the website to look at the um.
[CUSTOMER][NEUTRAL] Coverage, um.
[CUSTOMER][NEUTRAL] There were 2 I guess policies on this one I had it through my employer um and anyway there was a mix up and so I had to.
[CUSTOMER][NEUTRAL] I now pay the policy outside of of the employment. When I log in there, it still shows that that second policy, the one that was the spouse term life rider on Robin, when I go online it says lapsed, but the status says active and so I just wanted to make sure that that part was still active. I mean, I'm paying 3925 which is the premium for both, but I just wanted to make sure.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if it'll let me activate that.
[AGENT][NEUTRAL] It may not let me. I may have to transfer you to um.
[CUSTOMER][NEUTRAL] But I mean I've been paying the premium so I think it's still active.
[AGENT][NEUTRAL] Customer service, right.
[AGENT][NEUTRAL] Yeah, the policy is still active. I'm looking at the policy now, yes, ma'am. It's still active, um, and it's paid to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and then are you able to see the beneficiaries on that one?
[AGENT][NEUTRAL] OK, so wait a minute, I might be a little confused. OK, on the first one that you're paying the $39.25 that policy is active. The other, oh it's making me put in a note. Hold on. Sorry.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, the other policy.
[AGENT][NEUTRAL] The CPA 2200 is the other policy that I'm looking at and that is your.
[AGENT][NEUTRAL] Cancer policy is the only policy I'm showing lapsed.
[CUSTOMER][NEUTRAL] OK, and that would be correct because we changed it, but my current policy, the one I gave you the 1452424, had a spouse term life rider on it, and I wanna make sure the rider is still active because when I go online.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says lapsed under the cover dependents.
[AGENT][NEUTRAL] OK, so what I'm gonna need to do is go ahead and transfer you on over to customer service so that they can activate your spouse because I do show that you have couple coverage.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, let me look.
[AGENT][NEUTRAL] Give me just a second, make sure my benefits are also for a couple, yes ma'am. So it's gonna be a brief hold while I transfer you on over to customer service so that they can fix that policy for you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. You're very welcome. Anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thank you, Ms. [PII]. You have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey, I've got, um, I know, right?
[CUSTOMER][NEGATIVE] Returning the favor, huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I've got um Ms. [PII] on the phone. Her policy number is 1452424.
[AGENT][NEUTRAL] She's showing couple coverage but on Pine Am her spouse is lapsed, so she wants that fixed because she could see that in the online service center.
[CUSTOMER][NEUTRAL] Alright, hold on.
[AGENT][NEUTRAL] OK, I'm gonna let her talk to you.
[AGENT][POSITIVE] So that she knows we're getting this all taken care of.
[CUSTOMER][POSITIVE] All righty
[AGENT][NEUTRAL] OK, thanks [PII]. I can't fix it it wouldn't let me. I tried.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, bye bye.
[CUSTOMER][NEUTRAL] Bye.