AccountId: 011433970860
ContactId: 96a032aa-69d0-4bad-9799-ee91f0e0bae4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255139 ms
Total Talk Time (AGENT): 100543 ms
Total Talk Time (CUSTOMER): 127974 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/96a032aa-69d0-4bad-9799-ee91f0e0bae4_20250210T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I, I, I sent um.
[CUSTOMER][NEUTRAL] A uh
[CUSTOMER][NEUTRAL] A form to you guys to um.
[CUSTOMER][NEUTRAL] To, uh, for to update my beneficiaries.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I sent that via email to you um.
[CUSTOMER][NEUTRAL] Is there any way you can check to see if you guys received that or how does how does that work? Do you know how that works?
[AGENT][NEUTRAL] Mhm, I, I can check for you. When did you send it?
[CUSTOMER][NEUTRAL] Uh, like 10 minutes ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your um name and policy number?
[CUSTOMER][NEUTRAL] My name is um [PII] Last name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, there's three separate policies, but the first one is 236-525-6.
[AGENT][NEUTRAL] OK, that's, that's, that's all I need. I can look up the other ones and your name is [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's a good phone number in case we
[CUSTOMER][NEUTRAL] I'm the primary
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Can I verify your information and then we can proceed uh with your question, OK? If you could verify your date of birth and your mailing address for me.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII] mailing address is [PII], ZIP [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][NEUTRAL] Alright, thank you for that information, [PII]. Alright, so you said that you sent it on today.
[CUSTOMER][NEUTRAL] Yeah, she told me [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I think I see it.
[AGENT][NEUTRAL] Let's see, he came in at [PII].
[AGENT][NEUTRAL] And policy owner's request for policy change, you have an accident, critical illness and hospital indemnity policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, she had checked it on on the on the phone earlier and I I guess it was never set up so I put the yeah I put the um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] The primary and then also continued benefits at 50% down below for my, my both my kids.
[AGENT][NEUTRAL] I see that. OK.
[AGENT][NEUTRAL] All right, so we do, we did receive it.
[CUSTOMER][NEUTRAL] OK. So,
[AGENT][POSITIVE] And so we'll get it taken care of.
[CUSTOMER][NEUTRAL] OK, I can check that maybe in a few days to make sure everything was updated.
[AGENT][NEUTRAL] Um, allow at least 5 to 7 days. It goes to a different area to update, um, but we do show that it, it's been received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Sounds good. Thank you.
[AGENT][NEUTRAL] OK. Anything else?
[CUSTOMER][NEUTRAL] That should be it.
[AGENT][NEUTRAL] Alrighty, so are you changing, are you removing [PII]?
[CUSTOMER][NEUTRAL] No, I'm adding
[CUSTOMER][NEUTRAL] I'm adding [PII] because it it.
[AGENT][NEUTRAL] OK, give me a second.
[CUSTOMER][NEUTRAL] Yeah there was no um.
[CUSTOMER][NEUTRAL] I guess it was never initially set up, yeah, it was never set up.
[AGENT][POSITIVE] Oh, I got it. OK, she's the primary and then the daughters are the contingent. I got it.
[CUSTOMER][NEUTRAL] He's the primary exactly yeah because I put 100% I don't know that forms a little different than the ones I filled out before but um.
[CUSTOMER][NEUTRAL] Yeah, it was never set up so I'm, I'm just setting, setting it up for, you know, like death benefits and stuff like that so.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, I'm clear.
[AGENT][NEUTRAL] That's exactly what you have on there. She's prime and then the, the children are um contingent.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, in case something happens to both of us if we're, you know, on the plane or who knows, yep.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEGATIVE] Yeah hopefully not all right.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] All right, so yes, we've received it and then we'll get that uh form processed, OK?
[CUSTOMER][POSITIVE] I appreciate that. Thank you.
[AGENT][NEUTRAL] Oh, you're welcome. Any other questions?
[CUSTOMER][NEUTRAL] That should be a
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Alright bye.