AccountId: 011433970860
ContactId: 91392875-f4d1-4bc3-8a8c-b8622f9badfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 823450 ms
Total Talk Time (AGENT): 212383 ms
Total Talk Time (CUSTOMER): 122512 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/91392875-f4d1-4bc3-8a8c-b8622f9badfd_20250516T20:28_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I was calling to see if I could find out about the, the um
[CUSTOMER][NEUTRAL] Policy, a life insurance policy?
[AGENT][NEUTRAL] OK, so you have a life insurance policy and you want to check on it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And um may I have the callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I do. It's 2, it's it looks like a 2 Roman numerals IR 1 then 306.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] That's all the numbers.
[CUSTOMER][NEUTRAL] That's all the numbers. It was issued in [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, let's see, wait, here's another number 111306.
[AGENT][NEUTRAL] Mm OK. Are you looking at the certificate?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, bear with me, let me see if I can.
[AGENT][NEUTRAL] I have that information.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] you.
[AGENT][NEUTRAL] OK, it's not pulling up with that number. It may be because like you said, it's an old policy, um.
[AGENT][NEUTRAL] Is it under your name?
[CUSTOMER][NEUTRAL] So what I'm reading here is uh the beneficiary.
[CUSTOMER][NEUTRAL] I my father who was living and Irene if she was living, but it was insured on me. So I just wanna find out if this is even still active.
[AGENT][NEUTRAL] Mm, OK. Um.
[AGENT][NEUTRAL] So the main holder of the policy was you, but the ones that took the policy was your parents.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Um, hm. I can check, um, since it's such an old policy, I can check with your social to see if anything pulls up. If not, I can go ahead and run their social and see if anything pulls up. Uh, the policy number you're giving me is not pulling anything up in the system, so it may be uh something that it was probably converted that we need to check and find that number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, so I'm ready whenever you are.
[CUSTOMER][NEUTRAL] So my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first three digits is [PII], correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, make sure I heard it correctly. Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And I just need to verify your date of birth, mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mailing address now is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, would you like to leave an email address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I did find your policy. Um, let's see, so it's still active. It is a life policy.
[AGENT][NEUTRAL] Um, do you need me to send information by mail for you to save?
[CUSTOMER][POSITIVE] Yes, please, because obviously I mean if it was going to my parents, I needed one find the value of it and change the beneficiary.
[AGENT][NEUTRAL] OK, right, to, to find the value, I will have to send in a request over to the correspondence department and they will go ahead and give you a call back with that value information um and um you said change the beneficiary to change the beneficiary, um, we need a form that I can send to you either by email or by mail. Would you like me to email that information or send it by mail?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, email is fine.
[AGENT][NEUTRAL] OK, so is.
[CUSTOMER][NEUTRAL] Email [PII].
[AGENT][NEUTRAL] OK. So let me go ahead and um I'm gonna put I see you on a brief hold. I'm gonna send that email to you and I'm gonna go ahead and request for the value of the policy. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. Do you want to check and see if you received the email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I did not. I have my email open. I'll only kind of refresh it and see if that's coming in that way. Maybe sometimes it just gets stuck. I'll look in the junk.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Not seeing anything at all.
[AGENT][NEUTRAL] OK. And you said the email was your [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be without the middle initial, just [PII].
[CUSTOMER][POSITIVE] Yep and I just got it. I just got it perfect thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, perfect, perfect. You're welcome. So you just go ahead and fill that out for the beneficiary and send it back. It needs to be notarized. The instructions is gonna be on the first page of that form, OK?
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] All right. You're welcome. And for the other part, you'll be receiving a call within um I will say 24 to 48 business hours, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon. You're welcome. You have a good afternoon. Happy weekend. Bye.
[CUSTOMER][POSITIVE] Thank you very much. You've been very helpful.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right bye bye.