AccountId: 011433970860
ContactId: ab54d581-6d5e-424b-a24b-926555581a1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321200 ms
Total Talk Time (AGENT): 73894 ms
Total Talk Time (CUSTOMER): 145908 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/ab54d581-6d5e-424b-a24b-926555581a1b_20250210T18:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, this is [PII], and I was calling to make sure I am doing this, uh, beneficiary deal correctly.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I spoke to someone.
[CUSTOMER][NEUTRAL] Uh, before, I just, I gotta find my policy number. Hold on.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] To.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry I should have already been signed in, but.
[AGENT][POSITIVE] Mm it's OK. Take your time. Don't worry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. I'm showing our
[CUSTOMER][NEUTRAL] Uh, term life is policy 258.
[CUSTOMER][NEUTRAL] 83228
[AGENT][NEUTRAL] OK, let's see one moment.
[AGENT][NEUTRAL] And let me have like
[CUSTOMER][NEUTRAL] And it should be for me.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] Oh, it should be for me and my husband, both.
[AGENT][NEUTRAL] OK. All right, thank you. Um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], let's see.
[CUSTOMER][NEUTRAL] Sorry. Uh [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and I didn't quite catch your name. Can you repeat your name and your date of birth for security?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect. Thank you. And I just need to know if we have the correct mailing address and email address for you. Can you verify those for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] And email address would be [PII].
[AGENT][NEUTRAL] Yes. Thank you. All right. So you said you received a uh beneficiary form, correct?
[CUSTOMER][NEUTRAL] Right. What we did was we printed out the beneficiary forms. Someone told me we had to uh print it out to make each other our beneficiary, and we each had to have a copy and have it signed by notary, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes. Mhm.
[CUSTOMER][NEUTRAL] And then uh I guess take a picture of it and send it to y'all's email.
[AGENT][NEUTRAL] You can do that. Um, you can either um fax it, mail it, email it, or you can take a picture, you can scan it. Yes. Mhm.
[CUSTOMER][NEUTRAL] OK. Now,
[CUSTOMER][NEUTRAL] I mean, I know that I am the policyholder, but my husband is also on the same policy, so
[CUSTOMER][NEUTRAL] Um, on each sheet.
[CUSTOMER][NEUTRAL] We should have
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The policyholder plus policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then who our beneficiary should be correct?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK. I just wanna make sure cause every time I look up.
[CUSTOMER][NEGATIVE] Or, uh, try to bring up, uh, the policy number, nothing comes up.
[AGENT][NEUTRAL] OK, yeah, the policy number you.
[CUSTOMER][NEUTRAL] And I'm not sure why.
[AGENT][NEUTRAL] Yeah, uh, I'm sorry for that, but yeah, the policy number you did provide it to me is the correct one.
[CUSTOMER][NEUTRAL] OK. All right, and I'll just, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they said to uh email it to [PII].
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] All right, I do appreciate that. Thank you.
[AGENT][POSITIVE] You're welcome, Mr. Is there anything else I'm happy you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] OK.