AccountId: 011433970860
ContactId: 8b46324b-d240-4129-85d1-890f004f98cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289880 ms
Total Talk Time (AGENT): 132612 ms
Total Talk Time (CUSTOMER): 101695 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/8b46324b-d240-4129-85d1-890f004f98cb_20250218T19:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII] and I had called back in I think either December or January. I need to change my beneficiary, and I, and I don't have a computer or a smart phone, so you was gonna mail a letter to me so I can send it back to you all. OK, I haven't received it yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can check on that and see, make sure that that's been sent and maybe where that's at. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII] Last name is [PII]
[AGENT][POSITIVE] OK, thank you, and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][POSITIVE] Uh yes ma'am, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK it is uh.
[CUSTOMER][NEUTRAL] OK 1038953
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK, I've got, I've got an intensive care and all that with y'all, but, but I only need to change the life insurance, is that right?
[AGENT][NEUTRAL] Um, give me just a moment. I don't think I heard that policy number correctly, and I'm sorry, could you repeat that for me?
[CUSTOMER][NEUTRAL] 1038953
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That was 1038953?
[CUSTOMER][NEUTRAL] Yes ma'am, that's it.
[AGENT][NEGATIVE] OK, um, I'm not getting a policy under you for this one.
[CUSTOMER][NEUTRAL] Oh, OK, now it's got a reference number of 153533.
[AGENT][NEUTRAL] Let's try. Give me just a moment, let's see.
[AGENT][NEUTRAL] There we are, OK, yeah, so that is your policy number. This is the, this is the life, um, policy, so give me just a moment, let's take a look.
[CUSTOMER][NEUTRAL] OK, you break, uh, it, it breaks up every now and then. I don't know if it's a bad connection or, uh-huh. OK, what did you say now, ma'am?
[AGENT][NEUTRAL] 00, I'm sorry.
[AGENT][NEUTRAL] That was the policy number for your life policy, so that 153533.
[CUSTOMER][NEUTRAL] OK, so what is it?
[AGENT][NEUTRAL] And which one did you say we were needing to change it on? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, my, uh, life insurance.
[AGENT][NEUTRAL] The life policy, OK. Let me take a look here.
[CUSTOMER][NEUTRAL] Right, cause the counseling intensive care, I wouldn't need to do anything for that.
[AGENT][NEUTRAL] Got you. All right, one moment.
[AGENT][NEUTRAL] Um, it's and I'm just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying all of that. Bear with me just a moment let me see.
[AGENT][NEUTRAL] When this was sent, OK? Looks like you gave us a call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That was January. Let's take a look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] for
[CUSTOMER][NEUTRAL] [PII] I'll be one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment it looks like I think I can see when it was mailed out, but I'm just going to verify that bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that does look like it was mailed out on [PII].
[CUSTOMER][NEUTRAL] OK, OK, I haven't.
[AGENT][NEUTRAL] So it's possible it just haven't, hasn't gotten to you just yet. Um, yeah, I would give it a little bit. Let's see.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] But with the weather and everything, I think that might be having a little delay with that. So what I would do and that is just give it another week, um, you know, by next week if you still not received it, give us a call back and I'll make a note of course of our conversation, um, so they're aware that you've not yet received it, um, and so if you have it by next week we'll go ahead and send you another one.
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Oh, OK then. All right, thank, OK, thank you, ma'am.
[AGENT][NEUTRAL] Alright, did you have any other questions for me? Of course.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that was it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] All right, you too, bye-bye. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.