AccountId: 011433970860
ContactId: 95c19024-9b86-4868-bb72-56ff6942cadc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266350 ms
Total Talk Time (AGENT): 90154 ms
Total Talk Time (CUSTOMER): 102828 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/95c19024-9b86-4868-bb72-56ff6942cadc_20250612T14:24_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] in [PII]. I had an account, uh, that I got as part of a benefit package from bank I used to work for.
[CUSTOMER][NEGATIVE] Uh, since then I've gone through a divorce and I need to change the beneficiary.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] No, ma'am, uh, I didn't even, uh, no, the only thing I have is it comes the amount comes out of my checking account every month and I have no idea. I don't have a policy or anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you said your last name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] First name [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I'll be glad to give you my social security number if you need it.
[AGENT][NEUTRAL] OK, uh, what is that?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you and let's see let me get.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then can you verify your address for me?
[CUSTOMER][NEUTRAL] My present address, but I'm sure it's not the right address on there probably is [PII].
[CUSTOMER][NEUTRAL] When I was working at the bank, it was either [PII] or um [PII], no [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, it looks like we do have [PII], and then what's your email address?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, um, there's a form that I'll need to send to you. Um, do you want me to email it to you or you can go onto our website and, um, at [PII] and it's request, uh, change of beneficiary.
[CUSTOMER][NEUTRAL] But I would think
[CUSTOMER][NEUTRAL] So what's the website and I'll try that save you some.
[CUSTOMER][NEUTRAL] Having to send it to me.
[AGENT][NEUTRAL] Um, it's A, [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] and just request a change of beneficiary.
[AGENT][NEUTRAL] Yes, you'll see claims in form in the top right corner of the website, click on that and then just scroll down. It'll be they're all in alphabetical order so it's request change of beneficiary on page 2.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] Any chance I could get uh I don't even know what my policy is. I just know I took it out when I was at First National Bank. Can I actually get a policy or or benefit package or whatever on that same website?
[AGENT][NEUTRAL] Uh, no, it won't have that information. There's a couple of different options. I can mail you your policy certificate to your home address, or I can send you instructions on how to set up your account on our new online portal, and then you can access your policy certificate and read over what's all covered under it.
[CUSTOMER][NEUTRAL] OK, that'll work.
[AGENT][NEUTRAL] Um, which
[AGENT][NEUTRAL] You want me to email you the instructions, or would you like me to mail you a certificate?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, be sure, mail me a certificate, please, ma'am. That would be better.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. Give that about 3 to 5 working days, you should receive that. And is there anything else I can help with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Thank you so very much I appreciate your help.
[AGENT][POSITIVE] OK, thank you for calling.
[CUSTOMER][POSITIVE] And your time thank you you too.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[AGENT][POSITIVE] Thank you. Bye-bye.