AccountId: 011433970860
ContactId: a44d96d3-0ec7-4773-8676-0a11bf8e12fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252679 ms
Total Talk Time (AGENT): 92943 ms
Total Talk Time (CUSTOMER): 92577 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/a44d96d3-0ec7-4773-8676-0a11bf8e12fd_20250314T21:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, I've got, um, I know, right?
[AGENT][NEGATIVE] Returning the favor, huh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I've got um Ms. [PII] on the phone. Her policy number is 1452424.
[CUSTOMER][NEUTRAL] She's showing couple coverage but on Pine Am her spouse is lapsed, so she wants that fixed because she could see that in the online service center.
[AGENT][NEUTRAL] All right, hold on.
[CUSTOMER][NEUTRAL] OK, I'm gonna let her talk to you.
[CUSTOMER][POSITIVE] So that she knows we're getting this all taken care of.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] OK, thanks, [PII]. I can't fix it. It wouldn't let me. I tried.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, good afternoon, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. She was stating that um your husband was not on the policy. Um.
[CUSTOMER][NEUTRAL] Well, what I was trying to.
[AGENT][NEUTRAL] Well, what's it showing on on the online service.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I've got that fixed for you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Um, yes, I just wanted to see, so does that mean that it's, was it, was it not active?
[AGENT][NEUTRAL] Uh yes ma'am, it was active, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] At at one time or other, it might have, when you went off group, it, it lapsed and then when we reactivated it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Whoever reactivated didn't didn't reactivate him and on one of our screens, but yes, he, he has been covered in.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK and then can you tell me who the beneficiary is on that portion?
[AGENT][NEUTRAL] He is.
[CUSTOMER][NEUTRAL] OK, wait.
[CUSTOMER][NEUTRAL] On the, on the, the life insurance rider?
[AGENT][NEUTRAL] Oh, on him, you are the, you are the, uh, beneficiary on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure and then on either one we don't have a contingent correct?
[AGENT][NEUTRAL] On his part.
[AGENT][NEUTRAL] Uh, let me look that up. I'm not showing one but.
[AGENT][NEGATIVE] A lot of times they don't get added in from the application.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I would, when I, anyway, she was born then, so I would think um my daughter would be on there, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If not she I think emailed me a beneficiary change form so I can fix that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My system's not acting right. Hold on just a second, OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, the contingent beneficiary is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's on both?
[CUSTOMER][POSITIVE] My mine and his writer or his OK OK perfect that's what I wanted.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] On both.
[AGENT][NEUTRAL] And I'll get that added on here as well cause it.
[AGENT][POSITIVE] A lot of times I just don't put the contingents on here but just so that you could see it I'll put it on here for you.
[CUSTOMER][POSITIVE] OK awesome thank you very much for your help.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alright, well thank you for calling ATL. You have a wonderful day, Miss um. Thank you. Goodbye.
[CUSTOMER][POSITIVE] You too alrighty bye bye.