AccountId: 011433970860
ContactId: 96f4d02b-4dfc-4d90-be25-b1279d5b89a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 623820 ms
Total Talk Time (AGENT): 254916 ms
Total Talk Time (CUSTOMER): 116022 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/96f4d02b-4dfc-4d90-be25-b1279d5b89a9_20250106T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I had a question, uh, about my insurance.
[AGENT][NEUTRAL] I'm sorry, sir. I, I can't hear you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] A little better.
[CUSTOMER][NEUTRAL] Uh, what about now? It's much better?
[AGENT][MIXED] Uh, not much better, but I can hear you more than before. Go ahead.
[CUSTOMER][NEUTRAL] Uh, I have a question about my life insurance policy, and I wanted to see about changing the beneficiary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, is that on the front page?
[AGENT][NEUTRAL] On the front page, the front page of.
[CUSTOMER][NEUTRAL] Or the binder?
[AGENT][NEUTRAL] Your card?
[CUSTOMER][NEUTRAL] Oh, the, the bond.
[CUSTOMER][NEUTRAL] Oh, the ones on the card?
[AGENT][NEUTRAL] And you may not have a card for your life policy. I can search by your name, spell your last name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And what state do you reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In [PII]? OK. Give me one moment to look for your policy number, please.
[AGENT][NEUTRAL] [PII], can you verify your date of birth and your complete mailing address for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have an email address on file that you can verify?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] Did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I like that. [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] I like that.
[AGENT][NEUTRAL] OK. And so you stated that you would like to change your beneficiary?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so then what we would need to do.
[AGENT][NEUTRAL] I send you a beneficiary change request form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I can send it to the email that you just provided if you, if you would like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] OK, I just emailed that over to you.
[AGENT][NEUTRAL] Uh, let's see
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You should receive it here shortly.
[CUSTOMER][NEUTRAL] OK, and I just need to, I just need to, can I fill out on there or do I have to print it off?
[AGENT][NEUTRAL] Yeah, you'll have to print it.
[AGENT][NEUTRAL] Um, and basically.
[CUSTOMER][NEUTRAL] And that's.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Oh yeah, so on the 2nd page it's, yeah, just one page. Well, the 2nd page is a signature page and you have to have it notarized as well.
[CUSTOMER][NEUTRAL] OK, and then just send it back?
[AGENT][NEUTRAL] Uh-huh, on the form should be at the bottom.
[AGENT][NEUTRAL] Um, of the page one, it'll give you the PO box to send that back to.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And there's also a well actually there's a it's at the very top as well of the first page it'll give you the claims mailing address and then there's also a fax number on the at the top that you can send it to if you choose to fax it.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And I wanna make sure that you did receive it before we disconnect the uh stop the call.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] And make sure you're able to open that document.
[CUSTOMER][POSITIVE] Yes, I have it.
[AGENT][POSITIVE] OK, very good.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Any other questions I can assist with today, [PII]?
[AGENT][NEUTRAL] And [PII], I actually, I actually failed to get your phone number.
[CUSTOMER][NEUTRAL] Uh, do I
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that. And did you have another question?
[CUSTOMER][NEUTRAL] Uh, and do I fill out all pages or just the second page?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So on the 1st, the 2nd page.
[AGENT][NEUTRAL] The first page is just telling you what signatures are required.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just information and then on the 2nd page is asking.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What type of beneficiary?
[AGENT][NEUTRAL] And it'll just give you, is it just one beneficiary that you want?
[CUSTOMER][NEUTRAL] Uh, 2
[AGENT][NEUTRAL] So is it one in addition to the one we already have or you have 2 new beneficiaries?
[CUSTOMER][NEUTRAL] To newer.
[AGENT][NEUTRAL] OK. So then on the 2nd page, #2.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is for the two, is it equal shares unequal shares?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, equal shares.
[AGENT][NEUTRAL] OK, so then you would put the names where it says two beneficiaries and the right.
[AGENT][NEUTRAL] You would list their full name, legal names and the relationship.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then on the, on page 3 of 4 at the bottom.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You'll put where it says request for change of beneficiary. You're the insured, so you'll put your name there.
[AGENT][NEUTRAL] And I'll give you your policy number if you wanna write it down so you'll have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] That number is 253.
[AGENT][NEUTRAL] 6260.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And then it'll ask you for uh your social or your um tax ID of trust or organization whichever which either one and then it's asking for your mailing address and then a phone number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we need to get a hold of you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it says who do you want to list as the first primary beneficiary?
[AGENT][NEUTRAL] And then who do you want to list as a contingent which would be the 2nd.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the event of the death of the first one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you'll put their full name, legal name, percentage of shares, the relationship to you.
[AGENT][NEUTRAL] Social Security and their address and then the same for the second one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then on page 4 of 4, this is where it's gonna be, you'll have to go before a notary before you fill out this page.
[AGENT][NEUTRAL] But it's asking for your name, the insured name, which is you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the policy number that I just gave you goes there.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the rest is for the notary to complete.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for home office use that's that's for APL to complete and the notary will will see that.
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][NEUTRAL] Oh, you're welcome, [PII]. Anything else?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] Alright, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][NEUTRAL] Bye-bye.