AccountId: 011433970860
ContactId: 9a44dac9-bce2-415f-8e8c-49d01f73f11f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 467880 ms
Total Talk Time (AGENT): 159364 ms
Total Talk Time (CUSTOMER): 134940 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/9a44dac9-bce2-415f-8e8c-49d01f73f11f_20250324T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] in [PII].
[CUSTOMER][NEUTRAL] I have a policy.
[CUSTOMER][NEUTRAL] And it was
[CUSTOMER][NEUTRAL] Back in '67.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I need to find out who the beneficiary is on there, and I need to change it, I'm sure.
[AGENT][NEUTRAL] Mhm. All right, mister.
[CUSTOMER][NEUTRAL] Unless it's already been changed.
[AGENT][NEUTRAL] All right, um,
[CUSTOMER][NEUTRAL] Hold on one second and I'll give you the policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess I should already hit this thing turned out. It's policy number AR dash.
[CUSTOMER][NEUTRAL] 27207
[AGENT][NEUTRAL] 07. Alright, and allow me just a second while I pull it up on the system.
[AGENT][NEUTRAL] All right, it's taking a little bit of a minute since it is an old product for our system.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] System is not pulling it up.
[AGENT][NEUTRAL] AAR-27207. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, would you be OK if we try to pull up your, uh, policy with the social security number?
[CUSTOMER][NEUTRAL] Uh yes. Uh, do you need the whole number or you just need the last four digits?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Um, the whole number would be great.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, let's see if it works this way now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have entered it in the system and it is now loading it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] The system is taking a little bit of time.
[AGENT][NEUTRAL] I apologize for that. Um, in the meantime, can I, OK, uh, can I have your name, please?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of the policy is [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] I don't.
[AGENT][NEUTRAL] The policy doesn't pull up with the Social Security number and since it is an old product, it will take me a little bit of a minute to find it. Um, as for your question is, um, who the beneficiary is, and you would like to change it if it is not right, change.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, my wife, my wife, my wife was the beneficiary on it, but she passed away in [PII].
[CUSTOMER][NEUTRAL] And then I had my children as beneficiary if she had passed away.
[CUSTOMER][NEUTRAL] But I have remarried.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I want to change it to my current wife.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, mister, I wasn't able to find the policy with the policy number you provided, neither the social security number. I believe it is since we have a, uh, we're talking about a very old product for us. Um, would you mind if I
[CUSTOMER][NEUTRAL] Yeah. Well, I'm, I'm [PII] old, so I can imagine.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's, it's about like me.
[AGENT][POSITIVE] Yes, it is totally understandable. Would you mind if I grab a callback number so I can get um another of our representatives search for it? All right.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] But it will, it will have to be the callback number. You can call me. I've got to go to a funeral today. And uh it, it would be between [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So if you could pass it, you can call me back after [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Anytime after 3.
[CUSTOMER][NEUTRAL] Phone number
[AGENT][NEUTRAL] And what is the phone number? Mhm.
[CUSTOMER][NEUTRAL] Sexual
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. Thank you very much. And I will go ahead um and request another representative to go ahead and assist me to find this policy for you and we will give you a call back as soon as possible, all right?
[CUSTOMER][NEUTRAL] All right. Uh, what was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, [PII].
[AGENT][POSITIVE] Yes, [PII] in customer service.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] And I will be, um, I will try to be the person who will be calling you back, all right?
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You have a great day.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Mhm bye.