AccountId: 011433970860
ContactId: 9f2849d2-6a79-4bd8-bef6-bf6d518b5896
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 565280 ms
Total Talk Time (AGENT): 232359 ms
Total Talk Time (CUSTOMER): 215842 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/9f2849d2-6a79-4bd8-bef6-bf6d518b5896_20250218T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII]. My dad has a policy. Um, I usually talk to [PII]. Um, is she still with the company?
[AGENT][NEUTRAL] Let me see if [PII] is even here today.
[AGENT][NEUTRAL] She is here. OK, so you normally talk with [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. I am needing to change my dad's beneficiary to the um
[CUSTOMER][NEUTRAL] Funeral home.
[AGENT][NEUTRAL] Oh, OK. I'm sorry to hear that. Um, can you give me the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am. 9 W as in way, T as in Tango 195,150.
[AGENT][NEUTRAL] All right, thank you, Miss. [PII]. Let me just see if I can get that information pulled up.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What I will do is just to do a very quick um.
[AGENT][NEUTRAL] Verification with you, make sure we've got all the correct information.
[AGENT][NEUTRAL] And then I'll see if [PII]'s available to talk with you.
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hi. Uh, Ms. [PII], what is your dad's name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So sorry.
[CUSTOMER][NEUTRAL] OK, I, I had to hide buffet.
[AGENT][NEUTRAL] OK, and can we verify.
[AGENT][NEUTRAL] Male.
[CUSTOMER][NEUTRAL] I said, I'm sorry, I had to take my um phone off of where you had the dial because I mashed it. I didn't mean to mash the button in your ear.
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] Oh, I didn't even hear anything.
[AGENT][NEUTRAL] OK, so Ms. uh, let's verify Mr. [PII]'s date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the last bit of information. Can you verify his, uh, address?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][POSITIVE] Wonderful, thank you. OK, let's see what we've got here W2. All right, let me see if [PII] is available to take your call. Give me just one moment.
[AGENT][NEUTRAL] extension here.
[CUSTOMER][NEUTRAL] All the way.
[AGENT][POSITIVE] All right, let me get [PII] on the phone with us if I'm able to. Goodness.
[CUSTOMER][NEUTRAL] Can you say that, so the woman.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Like operating
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] Shot here.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, give me one second. If I lose you, can I call you back at [PII]?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Thank you. OK, let me write that down just in case because my screen will disappear.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 2. Alright, one moment please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Good morning thank you for calling APL. This is [PII]. How may I?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII]. Um, I have a customer's daughter on the phone who says she's been working with you on her dad's policy. Name is [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I, I guess Mr. uh Mr. [PII], uh, uh, did that name ring a bell to you, [PII]?
[CUSTOMER][NEUTRAL] Yeah, um, is he still alive?
[AGENT][NEUTRAL] No, she's needing assistance with beneficiary information, trying to get it to the funeral home and stuff and so.
[CUSTOMER][NEUTRAL] OK, that needs to go to [PII].
[AGENT][NEUTRAL] That should go to [PII]. OK.
[CUSTOMER][NEUTRAL] Mo
[CUSTOMER][NEUTRAL] Mhm, because it's a life policy once the insured's deceased, we cannot talk to them. We have to transfer them to claims.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, darling. No, I need to know that. Thank you.
[CUSTOMER][POSITIVE] Yeah, mhm, thank you.
[AGENT][POSITIVE] All right. Have a good day, [PII]. Bye dear.
[CUSTOMER][NEUTRAL] You too, and I, I did get an email from her yesterday, but you know I was off yesterday and I haven't replied back to her today, uh, because she's wanting to change the beneficiary. She can't change it now, but, uh, basically will help her with, um, getting it assigned to the funeral home.
[AGENT][POSITIVE] OK. All right. Thank you. Sounds good.
[CUSTOMER][NEUTRAL] So I'm not gonna reply back to your email for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll let you handle that, dear.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, well.
[AGENT][NEUTRAL] I mean, I don't know anything about, about, I don't know how all this crud works, but I understand.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, [PII]. Bye, dear.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] OK. Uh, this is still [PII], she said that she asked me, is Mr. uh, your father has passed, right, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] No, no, he has not passed yet. We're trying, I'm trying to get everything in line. My mother, um.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Is the one
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That is, I'm fixing to do that.
[CUSTOMER][NEUTRAL] So, uh, I'm trying to make it a whole lot easier on me when he does. So the the um funeral home can go ahead.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You know, they can pay the funeral home, whatever, and that, and don't worry about, you know, getting it to me.
[AGENT][NEUTRAL] OK, so I, she told me that uh.
[AGENT][NEUTRAL] Let me say a little that you and me.
[AGENT][NEUTRAL] OK, [PII] said me send you.
[CUSTOMER][NEUTRAL] Yeah, I just, I just want to.
[CUSTOMER][NEUTRAL] Yeah, I just need her to or some.
[AGENT][NEUTRAL] Let me put [PII] on the phone with us.
[CUSTOMER][NEUTRAL] I need to um get a beneficiary change cause I want the beneficiary to be um [PII]'s funeral home.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] question.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I do. OK, good.
[AGENT][NEUTRAL] OK. So [PII] just say it's still hard that you need to go to. So let's send you back to Ms. [PII]. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's me. Do you need the policy number and everything?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, what's that policy number?
[AGENT][NEUTRAL] OK, 1154904. I forgot to give her the C0 number she's still using that 9WT number.
[CUSTOMER][NEUTRAL] Well, that's the right that's the correct policy number is the 9WT number.
[AGENT][NEUTRAL] Oh, well, when I pulled it, I pulled it open, the new number came in, I guess you could say.
[CUSTOMER][NEUTRAL] That's just
[CUSTOMER][NEUTRAL] Yes, reference number on life, but it doesn't make no difference either way.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, uh, uh, you need her phone number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You ready?
[CUSTOMER][NEUTRAL] Oh well, well it's not showing the phone number, so yeah, what's the phone number just in case.
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me go in
[AGENT][NEUTRAL] And I did verify his date of birth and address with [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Who should I go into things call uh.
[CUSTOMER][POSITIVE] Yeah, OK, I'm ready.
[AGENT][POSITIVE] OK, thank you, dear.
[CUSTOMER][NEUTRAL] Mhm.