AccountId: 011433970860
ContactId: a2c26962-9414-424d-a557-a88545f0278b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450089 ms
Total Talk Time (AGENT): 140199 ms
Total Talk Time (CUSTOMER): 118345 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/a2c26962-9414-424d-a557-a88545f0278b_20250320T14:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my husband has a life insurance with y'all, and he is uh he's got me as the primary beneficiary, but he's wanting to add on, um, in case I've passed, uh, I guess a contingent for the estate of [PII] and needs to know how he needs to go about doing that.
[AGENT][NEUTRAL] OK, um, I can help you, uh, as far as getting the paperwork. Can I please, uh, get your name and your, uh, policy number?
[CUSTOMER][NEUTRAL] OK, it's [PII] and the policy number is.
[CUSTOMER][NEUTRAL] Would it be the PRD?
[AGENT][NEUTRAL] That's the group number. Do you see um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A member ID number or?
[CUSTOMER][NEUTRAL] There's a lot of papers here so I'm trying to.
[AGENT][NEUTRAL] Now I can also look it up with his social if you wanna give me that.
[CUSTOMER][NEUTRAL] OK, yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can find his policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And may I please get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your, uh, the date of birth for your husband along with the address, phone number and email address that we have on the policy for him for security reasons?
[CUSTOMER][NEUTRAL] His birth date is [PII]. Address is [PII]. Phone number is [PII]. And what was the other thing you needed?
[AGENT][NEUTRAL] Do you know his email address?
[CUSTOMER][NEUTRAL] Email, um, it's [PII].
[AGENT][NEUTRAL] OK, thank you so much um so what I'm going to do is I'm gonna need to uh send a beneficiary change form by email to him he will need to fill it out and then also get it notarized and return it back to us so that we can make that change for him.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I'm gonna sell it to the um email address that we have on file.
[AGENT][NEUTRAL] So I'm gonna put you on a quick hold while I get that email ready and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have that beneficiary change form.
[AGENT][NEUTRAL] Um, on its way now through email so that he can fill it out and return it back to us.
[CUSTOMER][NEUTRAL] OK, um, I got another question. Uh, with my life insurance, I pay annually and we get a little bit of a discount paying that way. Do y'all do that? Because this is monthly.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, um, alright, and one other question, is it gonna ask for the policy number on there on the form he's got?
[CUSTOMER][NEUTRAL] Because I'm not seeing any other number other than that PRD on this.
[CUSTOMER][NEUTRAL] There's a separate one for group which has nothing on it, but the PRD is showing 15979.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Let me resend that and put his beneficiary, I'm sorry, put his, uh.
[AGENT][NEUTRAL] Policy number on it?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that he has that. I can't give that to you over the phone because it's private information.
[CUSTOMER][NEUTRAL] Yeah, yeah, I understand that.
[AGENT][NEUTRAL] And I'll, I'll need to get his consent to discuss anything about the policy with you, but I can do this for you, for him.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Actually, I, I mean, I actually found another paper and it does say that is the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On that page it says 15979.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got this, um, I'm resending this again so that um he has his policy number.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To be able to reference this change form.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK. All right. Well, Miss [PII], is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK. You have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you you too bye.
[CUSTOMER][NEUTRAL] Um