AccountId: 011433970860
ContactId: a7d5de9a-580b-45cb-875b-bdc0c1c2750d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417540 ms
Total Talk Time (AGENT): 194482 ms
Total Talk Time (CUSTOMER): 115045 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/a7d5de9a-580b-45cb-875b-bdc0c1c2750d_20250508T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII], um.
[CUSTOMER][NEUTRAL] And I am, I think a policy owner, um, holder, um, my mom had purchased a policy back when I was a kid, um, she was named as the beneficiary, um, she has since she passed away about 8 months ago, um, and I was wondering what.
[CUSTOMER][NEUTRAL] Needed to happen to have that transferred to.
[CUSTOMER][NEUTRAL] Myself.
[CUSTOMER][NEUTRAL] Does that make sense? What name another beneficiary.
[AGENT][NEUTRAL] All right. Yes, sir.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And I don't have any information on it.
[AGENT][NEUTRAL] That's OK. um, there's a couple different ways we can, um, do we can try to, uh, locate it.
[AGENT][NEUTRAL] Let me see. And what did you say your last name was again, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I can get my mouse to work. Um.
[AGENT][NEUTRAL] Mr. [PII], just in case we get disconnected, what's a good phone number I can reach you back at?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, Mr. [PII], I'd be happy to help you locate this policy today. um, but since we don't have the policy number, uh, can you give me your social?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I do see a policy here with that social. Let's take a look at that.
[CUSTOMER][NEUTRAL] Mom's name is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] call her, yeah, her date of birth was [PII] if that if you need that information.
[AGENT][NEUTRAL] I might need that, just another couple of seconds.
[AGENT][NEUTRAL] You said her date of birth is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you so much for verifying that information for me.
[AGENT][NEUTRAL] Let me take a look.
[AGENT][NEUTRAL] Did you ever send us your mother's death certificate?
[CUSTOMER][NEUTRAL] I have not sent anything, no, ma'am, um, so I, I, that's why I'm calling. I just need to kind of start the process, um.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] She was listed as the owner. We will have to get her death certificate so that we can um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Swap it over to you and let, I need to check a couple of things.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, on the policy, there are certain ones that have to actually, um,
[AGENT][NEUTRAL] You have to be listed on the application as the contingent owner.
[AGENT][NEUTRAL] Um, otherwise, then I have to get with the legal department, um, about swapping it over. But first I do need Miss [PII]'s death certificate. That's the first thing we need. So if you could.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do does that need to be a certified copy of it or can email or?
[AGENT][NEUTRAL] No, it, it doesn't have to be, and yes, sir, you can email it again.
[CUSTOMER][NEUTRAL] OK, what's the email?
[AGENT][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And I'm gonna give you your policy number too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir, [PII].
[AGENT][NEUTRAL] And your policy number is 00.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 15
[AGENT][NEUTRAL] 321 5.
[CUSTOMER][NEUTRAL] 00153215.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, do you need a copy of a driver's license or?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] No sir, we don't, um, no, um, just email in that death certificate and in the email, put your policy number and that you're um trying to see about transferring the ownership of the policy over to yourself since your mother passed away and that'll get the ball rolling. We just have to have it, um, in writing that you are requesting that and then we can get it going.
[CUSTOMER][NEUTRAL] Other identifying right OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, alright, I do appreciate your help and I will get this sent right over.
[AGENT][NEUTRAL] No problem, Mr. [PII]. Are you sure that's all you needed today?
[CUSTOMER][NEUTRAL] He's just.
[CUSTOMER][POSITIVE] I think so, yeah, you've been most helpful.
[AGENT][NEUTRAL] All right, well just let us know if you have any questions between now and when we get your email, OK?
[CUSTOMER][POSITIVE] Sounds good thank you.
[AGENT][POSITIVE] Thank you and thank you for choosing APO. Have a wonderful day.
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Bye bye.