AccountId: 011433970860
ContactId: 886765ee-eb3c-4724-9b06-2ad69a97a34b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 949750 ms
Total Talk Time (AGENT): 289015 ms
Total Talk Time (CUSTOMER): 371281 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/886765ee-eb3c-4724-9b06-2ad69a97a34b_20250128T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Uh, I'm good. So I have an insured on the line. He's got some questions about the life insurance and the beneficiary side for her and her husband, and so on that policy number that I put in the chat, 258-832-8 for [PII]. She's fully verified and she is already on the OSC, so I told her she would need to speak to [PII] regarding who is listed for her as her beneficiary.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But this is about her husband and they transferred her to APL.
[CUSTOMER][NEUTRAL] Because he's needing to add a beneficiary to his policy, and they connected her over here.
[AGENT][NEUTRAL] Oh right, I.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] I would believe that. OK, yeah, I can take care of it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Perfect. Thank you so very much. Mhm.
[AGENT][NEUTRAL] 00 wait. Mhm. Um, can I just verify the policy really quick?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 258-832-8
[AGENT][NEUTRAL] That will be. Mhm
[AGENT][POSITIVE] Yes, I got it. OK, give me just a second so I can pull it up.
[CUSTOMER][NEUTRAL] And I'm gonna put her contact number in my notes. She's updated it with it before they transferred her, but obviously it's not updated yet in our system, but um she did already do that with them, so I told her we should have that reflecting in our system within the next couple of days.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, and the callback number is [PII]?
[CUSTOMER][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] Mhm, yes, when you see on the screen it's the new number she gave me.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] OK. Thanks, [PII]. All right. Have a good one.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][NEUTRAL] Hi, by that.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh, I was just advised that um you are willing to add a beneficiary to your policy. Is that correct?
[CUSTOMER][NEUTRAL] Uh, my husband is trying to, uh, cause we have a, uh, plan that includes both of us. Uh, my husband should be my beneficiary.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then uh we were advised we have to call back.
[CUSTOMER][NEUTRAL] To where he could uh give, so he wants his beneficiary to be.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. OK, I see here that you are the primary um insured on the policy, so he would be the beneficiary. OK. Give me just a second so I can look, uh look through the documents we have and if we have anything on record.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Our intense program.
[AGENT][NEUTRAL] OK, uh, unfortunately, I'm not able to find anything that we have, um, so what I can advise you that that we can do for um having the beneficiary registered, are you um familiar with the APO website?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I am not sure. I believe so.
[AGENT][NEUTRAL] Alright, if we are able to log in into a
[CUSTOMER][NEGATIVE] I just don't go on to a whole lot.
[AGENT][NEUTRAL] OK, because we, we would have to receive a form, we would have to receive a form where there is a beneficiary um change.
[CUSTOMER][NEUTRAL] What's that, ma'am?
[AGENT][NEUTRAL] In that way we will keep um.
[CUSTOMER][NEGATIVE] It shouldn't do it.
[CUSTOMER][NEGATIVE] It shouldn't be a change.
[AGENT][NEUTRAL] Well, um, sorry, in addition, yes, in addition.
[CUSTOMER][NEUTRAL] We're just making each other.
[AGENT][NEUTRAL] Or including your spouse as your beneficiary.
[CUSTOMER][NEUTRAL] Uh, who is my beneficiary right now, being that I told them when I first signed up.
[AGENT][NEUTRAL] Uh, we don't have, we don't.
[CUSTOMER][NEUTRAL] How can you charge for
[AGENT][NEUTRAL] We don't have
[CUSTOMER][NEUTRAL] Life insurance without a beneficiary.
[AGENT][NEUTRAL] My apologies, Ms. [PII].
[CUSTOMER][NEUTRAL] As I asked the previous woman.
[AGENT][NEUTRAL] My apologies, Miss Miss [PII], um.
[AGENT][NEUTRAL] We don't have the um application itself um that's why we don't have the beneficiary listed um let's see really quick here.
[AGENT][NEUTRAL] Uh, your employer is the one who keeps that primary information, and they are the ones to send it to us. Um, we receive the um policy and we issue it, so they are the ones who keep the main record of it.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Now I have to go online and
[CUSTOMER][NEUTRAL] Fill this stuff out.
[CUSTOMER][NEUTRAL] In order to have insurance, uh life insurance and a beneficiary, even though I'm already being charged for life insurance, who was it supposed to go to if
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Either one of us had uh passed.
[CUSTOMER][NEUTRAL] If there is no beneficiary listed.
[AGENT][NEUTRAL] The person that is listed in um your application and that is record that will be under your um employer.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I'm lost, so I'm trying to figure out. OK, so you're saying if I passed away,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Who would be my beneficiary to receive my life insurance?
[AGENT][NEUTRAL] Oh, sorry, can you repeat that?
[CUSTOMER][NEUTRAL] You don't have that information?
[AGENT][NEUTRAL] Sorry, can you repeat your question, please?
[CUSTOMER][NEUTRAL] So, if I passed away before doing this,
[CUSTOMER][NEGATIVE] Then pretty much there would be no beneficiary to receive my life insurance, right?
[AGENT][NEUTRAL] As as um APL, we don't have it on record. We, we would not have anyone.
[CUSTOMER][NEUTRAL] So I need to go to the APL website and we both need to put our beneficiaries down, is that what you're saying?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. Well, I was just advised uh by benefits and a card or whatever that.
[CUSTOMER][NEUTRAL] We just had to speak to you guys once they started taking the payment out.
[AGENT][NEUTRAL] Oh, my apologies, Miss [PII], but um, we only handle.
[AGENT][NEUTRAL] Yes, correct, the payments, but we don't have information or can update beneficiary information that will go to um benefits in a card.
[CUSTOMER][NEUTRAL] OK, so once I go to the APL website and fill that information in, then everything should be good?
[AGENT][NEUTRAL] Yes, that is correct. We will have that information already provided and um benefits in the card should be also updated on that beneficiary information add addition.
[CUSTOMER][NEUTRAL] OK, and ATL's website is.
[AGENT][NEUTRAL] Am public.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Say again.
[AGENT][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And I would assume my username is gonna be my email, correct?
[AGENT][NEUTRAL] Oh, you can go into the top right. There is a section that says claims and forms.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there is a section that says,
[AGENT][NEUTRAL] Change and request form.
[CUSTOMER][NEUTRAL] Sign in, register.
[AGENT][NEUTRAL] Change and request form, claims and forms if you click on that option, it will have a drop down menu.
[CUSTOMER][NEUTRAL] Do what?
[CUSTOMER][NEUTRAL] Now, let's see.
[AGENT][NEUTRAL] Claims and forms change and request form.
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] Right, let's see.
[CUSTOMER][NEUTRAL] Cancer continuation.
[CUSTOMER][NEUTRAL] Dental
[CUSTOMER][NEUTRAL] Trying to
[CUSTOMER][NEUTRAL] Find
[CUSTOMER][NEUTRAL] So all this has to be downloaded and sent to you guys by mail?
[CUSTOMER][NEUTRAL] There's something wrong there.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] With all this can be done on the computer?
[AGENT][NEUTRAL] Yes, you can also email it to us.
[CUSTOMER][NEUTRAL] OK, so you're saying I have to.
[CUSTOMER][NEUTRAL] And uh I'm assuming, assuming.
[CUSTOMER][NEUTRAL] Request change of beneficiary form, is that what it is?
[AGENT][POSITIVE] Yes, you can download the form and fill it out for us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Now, does this have to be done for two different people?
[CUSTOMER][NEUTRAL] Or just his?
[AGENT][NEUTRAL] Are you trying to add two beneficiaries?
[CUSTOMER][NEUTRAL] We are on a shared life insurance plan, family life insurance.
[CUSTOMER][NEUTRAL] So, and I am the primary.
[CUSTOMER][NEUTRAL] Uh, I assume he is the beneficiary on my primary, correct?
[AGENT][NEUTRAL] Yes, that should be the option, but we just show him here as a um dependent spouse.
[CUSTOMER][NEUTRAL] So, in other words, I need to do two beneficiaries. One, for him to receive it if I pass, and the other would be for me to receive it if he passes, correct?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] So that's 2 of them I have to email.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] It don't sound very right, but OK.
[CUSTOMER][NEUTRAL] I'm really surprised how they were able to charge me for life insurance without a beneficiary.
[AGENT][NEUTRAL] We apologize for that Ms. [PII]. We, we understand, but uh we.
[CUSTOMER][NEUTRAL] Cause isn't that the whole point of
[CUSTOMER][NEUTRAL] Isn't that the whole
[AGENT][NEUTRAL] The information was just passed to us.
[CUSTOMER][NEUTRAL] Isn't that the whole point?
[CUSTOMER][NEUTRAL] Isn't, isn't that the whole point of life insurance is leaving the people that
[CUSTOMER][NEUTRAL] are still alive when another person passes?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] So how can you charge for a life insurance policy?
[CUSTOMER][NEUTRAL] If there's nobody listed.
[CUSTOMER][NEUTRAL] To receive said life insurance policy.
[CUSTOMER][NEUTRAL] If one or the other passes away.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][NEGATIVE] No, it doesn't.
[AGENT][NEUTRAL] And we apologize for that, Miss [PII]. This is information that us as APO we received benefits in the card is the one, handling that information, but we will make try, we will try to um solve this issue for you. Um, you can go ahead and send us the information with your beneficiaries, um, and.
[AGENT][POSITIVE] Um, we will go ahead and solve this issue for you.
[CUSTOMER][NEUTRAL] OK, with [PII] already being my spouse.
[CUSTOMER][NEUTRAL] Is he automatically the beneficiary if something happens to me?
[CUSTOMER][NEUTRAL] Or do I need to do a form?
[CUSTOMER][NEUTRAL] Even though he's already included on the life insurance.
[AGENT][NEUTRAL] Yes, you will need to fill out the form.
[CUSTOMER][NEUTRAL] So in other words, there are just no beneficiary listed.
[CUSTOMER][NEUTRAL] For family life insurance.
[AGENT][NEUTRAL] From the policy that I am looking at here, no, I am, I was only able to access to yours.
[CUSTOMER][NEUTRAL] OK, I will do my best to get it downloaded and emailed back to you.
[AGENT][NEUTRAL] Uh, would you like to um write down the email?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, ma'am, one moment.
[CUSTOMER][NEUTRAL] And what's the email address?
[AGENT][NEUTRAL] That will be care team.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.