AccountId: 011433970860
ContactId: 91f2b064-c7c1-46d7-b182-3949da283f7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 679750 ms
Total Talk Time (AGENT): 247172 ms
Total Talk Time (CUSTOMER): 277717 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/91f2b064-c7c1-46d7-b182-3949da283f7b_20250106T16:41_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII], um, I have a couple of questions. Um, my name is [PII] My mom has a policy with you guys. Uh, I can give you the policy number real quick if you want it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, please.
[CUSTOMER][NEUTRAL] 252-431-8.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and, um, we haven't filed her, um.
[CUSTOMER][NEGATIVE] Can't even think what it's called. Uh, I have all the paperwork to file her claim, so I need to go and do that for her online. But in the event, she has cancer, obviously, uh, um, and she's not doing that great. In the event that over the next month or two, she passes or 3 months, um, who, how does that disbursement, like if she passes before the claims completed, how does that work? I guess that's my question.
[AGENT][POSITIVE] OK, um, that is an excellent question, ma'am. Give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And while while you do that if she needs to add a beneficiary while she still can do that now, how do I get that done?
[AGENT][POSITIVE] OK, that's another great question. Let me take a look at that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess for the registration.
[CUSTOMER][NEUTRAL] Oh, hold on, I'm on with the insurance.
[CUSTOMER][NEUTRAL] You don't have
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, so as far as adding the beneficiary goes, we do have a form for changing a beneficiary, and that is something that I can email out to you if you'd like.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, if you could do that.
[AGENT][POSITIVE] Let me get that saved to my desktop so I can attach it for you.
[CUSTOMER][NEUTRAL] OK, does she have a beneficiary on there now?
[AGENT][NEGATIVE] Unfortunately, I can't discuss that any information on the policy with you, but um,
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] I could, I, if you were to be with your mom and she could do the authorization and give me a verbal authorization to speak to you, I could discuss the policy with you.
[CUSTOMER][NEUTRAL] Mhm, uh, hold on, let me, let me see if she can. She's in and out of sleep right now, but let me see, hold on.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Hey, I have the lady from the cancer insurance on the phone.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Can you tell her you can that she can talk to me? Sure, can't tell her. Hello.
[AGENT][NEUTRAL] Hi, this is [PII] with APL.
[CUSTOMER][NEUTRAL] This, this is [PII].
[AGENT][NEUTRAL] Hi, Ms. [PII]. Hey, I would love to speak to your daughter, but I would just need to do some authorization with you and then have you give me permission to speak to her. Is that something you can do with me?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] Would you be able to verify for me your last name and your date of birth, please?
[CUSTOMER][NEUTRAL] What's your last name on? [PII].
[CUSTOMER][NEUTRAL] No, [PII]. What, when's your birthday?
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] [PII], no, no, [PII].
[CUSTOMER][NEUTRAL] [PII]. When's your birthday? [PII]. [PII].
[AGENT][NEUTRAL] One
[AGENT][POSITIVE] Perfect, thank you so much. And then would you be able to um verify for me just your mailing address, my friend?
[CUSTOMER][NEUTRAL] What's your address mom? It's [PII]. No, no, no, what's your address?
[CUSTOMER][NEUTRAL] What's your address? [PII], no, what's your address? Where do you live? [PII]. No mom, your [PII] box. What's your [PII]? [PII].
[CUSTOMER][NEUTRAL] If you live in I live in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I live in [PII] too.
[AGENT][POSITIVE] Thank you so much, Ms. [PII], and can I speak to your daughter on your behalf for you?
[CUSTOMER][NEUTRAL] Yeah. Sure.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] 12:50.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, my pleasure. Thank you so much. Um, OK, perfect. So I do have that email um real quick for you. What is a good email address I can send this to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, I think there's one on file is [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I'm going to go ahead and finish getting this sent out real fast and then
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Besides the beneficiary change form, I would you refresh me again on that first question you had?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, uh, does she currently have a a beneficiary on the account and then if she were to pass in the next couple of months before the claim is completed, um, how does that get paid out?
[AGENT][NEUTRAL] OK, yes, so, um, I am not showing anyone else listed on this account besides her, um, and then if.
[CUSTOMER][POSITIVE] I'm gonna use this.
[AGENT][NEUTRAL] If she were to pass, you could still file a claim on her behalf and it would go to the beneficiary.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, but you can send me the form while she's still aware and I can have her sign the form to add a beneficiary, is that correct?
[AGENT][NEUTRAL] Yes, it will have to be notarized.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but I will have that and there's instructions. I'm gonna send in the body of the email for you. And ma'am, I'm so sorry. Um it was [PII], is it [PII]?
[CUSTOMER][NEUTRAL] Yeah, V [PII] Yes, ma'am.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so I do have the beneficiary change form will also have um instructions in it too, but it's also gonna be in that body, the email body for you um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] on.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, so that should be coming her way for you um to that email address on file we don't have anybody else listed on the account besides her and then yes, if she were to pass before um benefits were made payable they would go to the beneficiary on the account, um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, and then I have another question too um.
[CUSTOMER][NEUTRAL] Oh, I know what it is. Hold on, let me go back to it. Um, I'm gonna log in right now. The website TI's website is AP. I forgot what it is.
[AGENT][NEUTRAL] Oh, it's secured. [PII].
[CUSTOMER][NEUTRAL] There we go, OK, and then when I go in there to file the claim, hold on, I'm gonna log on real quick because I tried going in there and I got stuck, um, let me find a password.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I think it's [PII] is [PII] and what it is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, it's not gonna let me hold on. What did I put it to.
[CUSTOMER][NEUTRAL] I'm gonna try to reset the passwords. I just want you to show to guide me where it's at real quick.
[AGENT][POSITIVE] Oh yeah, absolutely.
[CUSTOMER][NEUTRAL] So that's why.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] I always like to.
[CUSTOMER][NEUTRAL] Crap, I forgot the password. OK, uh, I'll figure it out. I gotta reset the password, but when you, when I go in there, um, to file a claim, is it pretty self-explanatory?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It should be and what I can do, um, Miss [PII] is to that same email address, um, we actually have like a a individual user guide so it will like can talk you through the process of how to send a claim through and it like has pictures and it kind of gives you an idea of like what it looks like and what you're looking for um and so that might help you along. do you want me to go ahead and send that out to you?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][POSITIVE] Sounds great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][POSITIVE] OK, perfect. I'm gonna have it coming to that same email the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, and then I actually found where I saved everything.
[CUSTOMER][NEUTRAL] Uh, copy her stuff.
[CUSTOMER][NEUTRAL] OK, I guess not. OK, yeah, if you could send that out, that would be great.
[AGENT][POSITIVE] Perfect. That I just hit send on that it should be coming your way right now and then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there, is there anything else I can do to help you today?
[CUSTOMER][POSITIVE] No, ma'am, that would be it. You've been very helpful.
[AGENT][POSITIVE] So well, I'm glad we're able to be of some help for you. If there's anything else you need, please reach on out.
[CUSTOMER][NEUTRAL] OK, I do have one question. Once we get it, uh, signed and notarized, does it, do I send it back to that email address or where do I send it?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh yes, that is a wonderful question. You're actually going to mail it back we're gonna have to have the hard copy on file um and it's gonna go to address the APL and then our PO box number I listed in that body of the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I cannot talk. I'm so sorry, the body of the email for you.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Hey, yes, it's my pleasure thank you so much for giving us a call and if you need anything else just reach on out, OK?
[CUSTOMER][POSITIVE] Will do thank you.
[AGENT][POSITIVE] My pleasure. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.