AccountId: 011433970860
ContactId: 9e3f799c-91bb-4f9d-afd8-30b5fb896d93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424209 ms
Total Talk Time (AGENT): 247793 ms
Total Talk Time (CUSTOMER): 129235 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/9e3f799c-91bb-4f9d-afd8-30b5fb896d93_20250217T15:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And I was uh
[CUSTOMER][NEUTRAL] I have a uh.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] I sent some sent for some papers for beneficiary change.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I receive, and I received, receive them, but I sent it back in.
[CUSTOMER][NEUTRAL] I forgot to.
[CUSTOMER][NEUTRAL] Uh, had it notarized.
[CUSTOMER][NEUTRAL] And will you send it back to me where I can get it notarized?
[AGENT][NEUTRAL] OK, so you have sent in some documents, Mr. [PII] for a beneficiary change, but you said that you did not receive them back. I mean, you did not have them notarized and you're wanting to find out if they can be sent back.
[CUSTOMER][NEUTRAL] Yeah, I forgot.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, sir. Well, I can partially help you with this, Mr. [PII]. Uh, first off, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 655.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] 401.
[CUSTOMER][NEUTRAL] 549.
[AGENT][NEUTRAL] OK, Mr. [PII]. Give me a moment to get your information pulled up. Once I do, I will have to verify several things with you first for security purposes. So just one moment.
[CUSTOMER][NEUTRAL] No,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], No, that's [PII].
[CUSTOMER][NEGATIVE] [PII] no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your city.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that you gave me, the [PII], is that your best contact number that we should have on file? OK, thank you. And then lastly, do you have an email address, Mr. [PII]? Do you do much on the internet?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What is your email address because we need to add that.
[CUSTOMER][NEUTRAL] It and
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 999
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's that's correct.
[AGENT][POSITIVE] OK, thank you so much. So one moment, please. So, Mr. [PII] since you do use the internet some. We now have a portal for our members in which you can set up a profile just to have access to your information also online.
[AGENT][POSITIVE] So I'll be happy to email you the user guide for how to set that up and if you would like to you can and then when you get ready to set it up, you need any help doing that you can call us back and we would be very happy to assist you with that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Alright, so the email just so that you're aware of what to look for, it's going to come from [PII] at [PII].
[AGENT][NEUTRAL] And I will put APL in your subject line so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Now one last thing, Mr. [PII], you can um I'm gonna connect you over to our customer service division. When did you mail those forms back to us?
[CUSTOMER][NEUTRAL] Uh, I think it was Friday.
[AGENT][NEUTRAL] OK, so we have not received, uh, obviously, if you just mail those on Friday, we have not received it. Do you, OK, did you keep a copy or did you, do you have an extra, a blank copy that could be.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Filled out again.
[CUSTOMER][NEUTRAL] No, I did, I didn't have the.
[CUSTOMER][NEUTRAL] I actually copy.
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] I would like those, but
[AGENT][NEUTRAL] OK, so let's see, miss, um, do you have a way if we were to email you those beneficiary change forms that you could print them out and then you could just complete them again and have them notarized and sent to us?
[CUSTOMER][NEGATIVE] Uh, you can try doing that, but my, my, my, my, my uh printer not working too properly sometimes it do and sometimes it don't.
[AGENT][NEUTRAL] Yes, sir. OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So that's the problem I have, but if it was, uh, you could do that, you know, you can try it if you want to, but if not, just send it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what what what I'm gonna do is I'm going to go ahead and with that email that I am sending you with the instructions for the user guide.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] I am gonna go ahead and attach a copy of that beneficiary change form.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] As well
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So that you can try and print that out and complete that and be able to go ahead and get that um mailed back into us once you have it completed and notarized.
[CUSTOMER][NEUTRAL] OK, like I said, now I'm gonna try printing it out. My, my printer sometimes don't operate too well.
[AGENT][NEUTRAL] OK, now I can also request that additional forms be mailed to you, Mr. [PII] to complete.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, and it will take, it takes about 10 business days, you know, to, for those to be received. So again, hopefully your printer will work and that way that would speed that process up for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] OK, all right, well, I'm sending you that email right now. So again, that will come from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, all right.
[AGENT][NEUTRAL] All right. Well, is there anything else I can help you with this morning, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that's all to say, ma'am.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APL and I hope that you have a very nice day.
[CUSTOMER][POSITIVE] Thank you and you too.
[AGENT][POSITIVE] Yes, sir. Thank you so much.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] All right. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.