AccountId: 011433970860
ContactId: 8e05448d-7b34-485c-8f99-bc7a897ac85c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142110 ms
Total Talk Time (AGENT): 45461 ms
Total Talk Time (CUSTOMER): 83472 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/8e05448d-7b34-485c-8f99-bc7a897ac85c_20250605T16:35_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. I'm sorry, good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good. I'm glad I got someone that has knowledge of claims. Um, alright, I've got a bookkeeper on the phone calling and trying to help out one of her previous um employers. Um, so, OK, so the insured passed back in February, had a life policy, whatever. Well, she never changed the beneficiary from her ex-husband to her son.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So she called and requested um a transfer form or assignment form or something for the ex-husband to sign.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] To switch over the beneficiary. The only form that she got was a loss of life form. So I don't know, I don't I don't know where to begin as far as.
[CUSTOMER][NEUTRAL] What where to send her who to have her talk to.
[AGENT][NEUTRAL] OK. So, the ex-husband received the loss of life form?
[CUSTOMER][NEUTRAL] No, whoever in claims originally talked to her sent the bookkeeper at the school the loss of life form, but they're needing the transfer form or assignment form or something that transfers the beneficiary from ex-husband to son.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, uh, you might have to go to the claims queue because I'm not sure how that works as far as the life plans, but I would think.
[AGENT][NEUTRAL] I don't know. I don't know how they would submit that uh information to him besides just uh.
[AGENT][MIXED] Lost for, but I was definitely send it to claims. They should be able to assist her.
[CUSTOMER][NEUTRAL] OK, um, OK, so, um, a particular claims queue or what?
[AGENT][NEUTRAL] Uh, just, um, what is it called now? I forgot, um, let me look in quick neck, um, claim support queue.
[AGENT][NEUTRAL] Apparently, anybody that answer should be able to help with any policy.
[CUSTOMER][NEUTRAL] Client support.
[CUSTOMER][POSITIVE] OK, all right, wonderful, thank you so much.
[AGENT][NEUTRAL] All right, lady.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Alright.