AccountId: 011433970860
ContactId: 826e96f7-b2b8-4f36-b770-e1861afda46f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198660 ms
Total Talk Time (AGENT): 90384 ms
Total Talk Time (CUSTOMER): 65432 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/826e96f7-b2b8-4f36-b770-e1861afda46f_20250103T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you?
[AGENT][POSITIVE] Hi, [PII]. I'm good. How are you?
[CUSTOMER][POSITIVE] Pretty good. I've got it insured online. His name is [PII] and um he has an old whole life policy with us. It's 401549, and he needs to make a beneficiary change. Can you help him?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I sure can.
[CUSTOMER][NEUTRAL] OK, I'm gonna join him in.
[AGENT][NEUTRAL] Let me
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] Well, I'm doing OK.
[AGENT][NEUTRAL] Good. Uh, Miss [PII] was telling me that you needed to make a beneficiary change on your policy.
[CUSTOMER][NEUTRAL] Yes, and I, I, I, I don't have a policy, and I, I want to still have a policy trust that, you know.
[AGENT][POSITIVE] OK. Yes, sir. I can definitely get you a copy of that.
[CUSTOMER][NEUTRAL] A copy of a cop.
[CUSTOMER][NEUTRAL] Yeah, a copy plus I need uh a, a beneficiary change on this.
[AGENT][NEUTRAL] OK. All right, Mr. [PII], give me just a second.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me take a look.
[AGENT][NEUTRAL] All right. So, can you verify your address for me, Mr. [PII]? I want to make sure it goes to the right place.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], No, that [PII]
[CUSTOMER][NEGATIVE] [PII], no.
[AGENT][NEUTRAL] All right. The city, state, and zip.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][POSITIVE] All right. Thank you so much for verifying that information for me.
[AGENT][NEUTRAL] So I'm gonna get you a um copy of your policy sent out to that address.
[AGENT][NEUTRAL] And for the um beneficiary change I'm gonna have to send you a form for you to fill out uh because it has to be notarized and um you can fill that out for me and send it back in and once we receive it we can update that beneficiary.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, OK.
[AGENT][NEUTRAL] All right. Was there anything else I could do for you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, no, ma'am, that's all I need today.
[AGENT][POSITIVE] All right, well thank you so much. No problem. Thank you for calling APL and you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] And I thank you.
[CUSTOMER][NEUTRAL] [PII] to you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.