AccountId: 011433970860
ContactId: ac9568e2-cdb9-41ac-a1c9-87cced0d9e17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 529710 ms
Total Talk Time (AGENT): 234924 ms
Total Talk Time (CUSTOMER): 151436 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ac9568e2-cdb9-41ac-a1c9-87cced0d9e17_20250603T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, sorry, uh, I'm gonna let my fiance do the speakers for me because I don't know what to do. Her name is [PII] and my name's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Go ahead honey.
[AGENT][NEUTRAL] All right, and
[CUSTOMER][NEUTRAL] OK. Go ahead.
[AGENT][NEUTRAL] OK, Ms. [PII], um, yes sir, I can hear you. I can hear you both um may I please get your callback number first just in case the calls dropped I'll be able to call you both back.
[CUSTOMER][NEUTRAL] Somebody told me.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then, um, may I get the policy number, please?
[CUSTOMER][NEUTRAL] OK, I don't have it right off hand.
[AGENT][NEUTRAL] Alright, uh, if I can have his social, it'll pull the policy in for us.
[CUSTOMER][NEUTRAL] Go ahead. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, sir. Let me pull up your policy real quick so I can help you.
[AGENT][NEUTRAL] OK, and what was your name again, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII], for giving me.
[CUSTOMER][NEUTRAL] They might have another cat.
[AGENT][NEUTRAL] Yes, sir. I do see [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. um, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you, sir. And then also your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, email address is [PII].
[AGENT][NEUTRAL] OK, thank you, sir. The phone number that's on the policy?
[CUSTOMER][NEUTRAL] And what was the other thing you needed?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. I appreciate you verifying your policy for me. And how can I help you today?
[CUSTOMER][NEUTRAL] A for go.
[CUSTOMER][NEUTRAL] OK, he's, we had spoke with somebody a while back and they were supposed to send us like updated information. He wanted to know who he has listed as beneficiary and what his coverage was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] to
[AGENT][NEUTRAL] Alright, let me look real quick and see.
[AGENT][NEUTRAL] OK, so he's just basically looking for his coverage. The benefit amount is uh $150,000.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And this is just to verify benefits it's not a guarantee of payment.
[AGENT][NEUTRAL] So his policy is $150,000 and let me see if I can find his beneficiary while we're on the phone together.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If I can find it then we won't have to send in a request for somebody to call you back so let me look real quick.
[AGENT][NEUTRAL] And Mr. [PII], can I just get your verbal consent that it's OK to speak to Ms. [PII] about your policy, sir?
[CUSTOMER][NEUTRAL] Oh yeah, so but, but.
[CUSTOMER][POSITIVE] Most definitely she's gonna be my wife, yes, most definitely.
[AGENT][POSITIVE] OK, absolutely. All right.
[CUSTOMER][NEGATIVE] I don't like nothing.
[AGENT][POSITIVE] Yes, sir. That's a good way to start.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, it's gonna be just a moment while my computer thinks.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] I appreciate you guys being patient while it pulls this information up for us.
[CUSTOMER][POSITIVE] Oh, no problem.
[CUSTOMER][NEUTRAL] Just need to find some stuff out, that's all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like on um
[AGENT][NEUTRAL] Your latest application that was sent in that Ms. [PII] is the girlfriend and is the primary beneficiary, and then [PII] is the secondary beneficiary.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The contention.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Yup. Now, um,
[CUSTOMER][NEUTRAL] We, when we talk, when, uh, [PII] and I talked.
[CUSTOMER][NEUTRAL] To this other guy back a year ago.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] I wanted to raise my, I wanted to raise my my policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And he was, I, I don't know, he, he was fumbling around about his wife. He caught his wife cheating and this and that, and he was having a bad time. I really didn't care what his life was. I wanted to raise this up, but he was supposed to do everything, and he never done a darn thing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nothing.
[CUSTOMER][NEUTRAL] And you know, I wanna make sure it because.
[CUSTOMER][NEUTRAL] I, I forget how this policy goes like if I'm in an accident and killed or I, I forget how it all goes. Everything gets raised high or something.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I wanna make sure that, you know, she has enough and all the grandkids and not have enough.
[AGENT][NEUTRAL] OK. All right, so.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] In order for me to be able to get your policy, your, your amount changed, I'll have to transfer you over to UTBA.
[AGENT][NEUTRAL] Universal Trucking.
[AGENT][NEUTRAL] So that they can help you as far as changing your benefits and they'll have to send in a new application to us with your benefit amount on there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We can't change it because you're with that group Universal Trucking, so everything has to go through them, but that's not a problem because I can transfer you over to them and you can talk to them about changing your benefit amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you happen to have their phone number?
[AGENT][NEUTRAL] Yes ma'am, I'm gonna give that to you so if the call gets dropped during the transfer you'll have it, yes ma'am um so the number that I'm gonna transfer you to is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before I transfer you on over to them so that they can.
[CUSTOMER][POSITIVE] No, that's all. That's all, thank you.
[AGENT][POSITIVE] Help you with the benefits. Alright, you're very welcome. You both have a blessed day and thank you for calling APL. It's gonna be a quick hold.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Capital Group A.
[AGENT][NEUTRAL] Hi, this is [PII] with APL. I have one of our members on the phone. Um, his name is [PII], and his, uh, last four of his social is [PII].
[AGENT][NEUTRAL] And he is wanting to speak to somebody about changing his benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] All right thank you bye bye.