AccountId: 011433970860
ContactId: 914fc7f8-f447-4307-9c56-bc51240c32f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232979 ms
Total Talk Time (AGENT): 146306 ms
Total Talk Time (CUSTOMER): 65890 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/914fc7f8-f447-4307-9c56-bc51240c32f5_20250113T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I have a life insurance with y'all.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I would like to change the beneficial.
[AGENT][NEUTRAL] OK, I can help you with that. Ms. [PII], can you, uh, provide me with your policy number, please?
[CUSTOMER][NEUTRAL] I don't have my policy number with me, ma'am.
[AGENT][NEUTRAL] Alright, and your last name again was that [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And is that [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That way, uh-huh.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Give me one moment, please.
[AGENT][NEUTRAL] Ms. [PII], when once I find your information, we'll do a quick verification and then I can have the uh beneficiary form uh mailed to you.
[AGENT][POSITIVE] And you can just complete that and send it back to us and I will tell you the fastest way to do that is by email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me, but first let me find and we do have a website there of them where you can go and just print that off yourself at any time you like, um, if you have access to do that I can give you that website.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't have access. I'm gonna just have to mail it back to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII]. Let's see, um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Think I may have found you.
[AGENT][NEUTRAL] All right. May we verify uh your date of birth and then your address, please, ma'am.
[CUSTOMER][NEUTRAL] It's uh uh my date of birth is [PII], and my address is [PII].
[AGENT][NEUTRAL] And that zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and let's see, looks like your phone number we have on file is the one you're calling from [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK, wonderful. Thank you, Ms. [PII]. And let's see what you have with us.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, with APL I see you have a cancer policy, two cancer policies and.
[AGENT][NEUTRAL] An intensive care policy. Does that sound correct to you?
[CUSTOMER][NEUTRAL] I just say that a life insurance?
[AGENT][NEUTRAL] Well, we do have life insurance, but we have many different types of policies besides life insurance, um, and cancer EPL. I'm sorry.
[AGENT][NEUTRAL] And cancer and intensive care, some of those policies, and you do have, you do, oh, you don't have the intensive care. I'm sorry, you have two cancer policies with us, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you do not have a life policy with APL.
[CUSTOMER][NEUTRAL] OK, this is uh 1800-256-8606. 0, I got the wrong number. I got this [PII], OK, [PII] perfect. OK, then two counts of positive. Who did this [PII] is my, I mean, is it my name?
[AGENT][NEUTRAL] Yes, ma'am. That's for.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK then. OK. I got the wrong number. Uh-huh.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, you're, OK, that's fine. Is there anything else we can help you with?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Well, thank you, Ms. [PII], for calling APL and we hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK, you too. Thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.