AccountId: 011433970860
ContactId: ae10157b-8092-435c-8fa9-0e1b0374c33b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1023650 ms
Total Talk Time (AGENT): 316366 ms
Total Talk Time (CUSTOMER): 626222 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/ae10157b-8092-435c-8fa9-0e1b0374c33b_20250218T19:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII], and I am calling for my uncle [PII]. Um, I have his policy number. He will be [PII] next month, and I am helping them get things set up for legal purposes like his will and um power of attorney and all those things.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And when we met with the lawyer two weeks ago, we discovered that Uncle [PII] had never taken his mother off as the beneficiary, and she died in [PII]. And so I needed to find out how to get the form that he needs to change the beneficiary to my aunt, his wife, and the lawyer put me in charge of taking care of all of this.
[CUSTOMER][NEUTRAL] So I don't know where, yes, and I'm going, oh my gosh, the date of issue here is [PII] and so needless to say, my aunt almost passed out because, you know, I was asking enoughlo, have we got everything, your retirement accounts, blah blah blah, life insurance, and he was like, yeah, I got some policies. And I said, is Aunt [PII] the beneficiary and the lawyer said, is she? And he said, well, no, I think my mama is.
[AGENT][POSITIVE] Isn't that lovely?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And he said, is your mom still alive? And he was like, uh, no. And when did she die? Yes.
[CUSTOMER][NEUTRAL] So my aunt called me later and she's like, oh my gosh, I cannot believe this. So I am trying to see what I need to do. I didn't know if there was a form that I could retrieve online somehow or if it needed to be mailed to us or.
[CUSTOMER][NEGATIVE] I don't know what I'm supposed to do. He was [PII] when this was issued.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How about that?
[AGENT][NEUTRAL] I'm checking on that so.
[CUSTOMER][NEUTRAL] And then there's his birth certificate and I bet he doesn't even know that because we were looking for some stuff the other day. No what, no, no, no, it's a, it's a old.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Black, like probably the original, my daddy used to sell insurance. Um, it looks like the original like document where they filled things out kind of almost like a
[CUSTOMER][NEUTRAL] So what was that called me a graph machine kind of thing, yeah, it looks like that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see, bear with me just one second, and what is his policy number?
[CUSTOMER][NEUTRAL] OK, according to this, it is AR.
[CUSTOMER][NEUTRAL] 92.
[AGENT][NEUTRAL] You know what, it's probably not gonna be in our digital system like that. What's his last name?
[CUSTOMER][NEUTRAL] OK. It is [PII]
[AGENT][NEUTRAL] And first name again?
[CUSTOMER][NEUTRAL] His first name is [PII], with the middle initial of [PII]
[AGENT][NEUTRAL] Is he in [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I believe it's [PII]. Let me do my math.
[CUSTOMER][POSITIVE] I think that's right because I think that it's OK.
[AGENT][POSITIVE] You got it.
[AGENT][POSITIVE] You did good.
[CUSTOMER][NEUTRAL] Yeah, because my aunts is [PII], so I had to stop and think and yeah.
[CUSTOMER][NEUTRAL] They have the same birthday different year.
[AGENT][POSITIVE] Isn't that something? That's real special. And what is his current mailing address?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And that's [PII], that's [PII].
[AGENT][NEUTRAL] I'm in [PII]. I know how to spell [PII].
[CUSTOMER][NEUTRAL] Oh, so sorry.
[AGENT][NEUTRAL] No, you
[AGENT][NEUTRAL] You're fine. I'm just like, I know she doesn't think I'm in [PII], but I'm in [PII] too.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, and [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. OK, is he there to give me permission to email you a copy of the change of beneficiary form?
[CUSTOMER][NEGATIVE] He is not. I am at school and I won't leave until [PII] because I tutor, but I am going to, I'm not like the executors.
[AGENT][NEUTRAL] Oh, got you.
[AGENT][POSITIVE] Bless you.
[CUSTOMER][NEUTRAL] Excuse me, um.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And they use my email because I don't do emails.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I have to look up all their chart information every time she gets a ping on the phone, um, she'll say, OK, so and so called and you need to check my chart and I'm like, OK, OK.
[AGENT][NEUTRAL] OK, that's all right, so.
[AGENT][NEUTRAL] I'm gonna
[AGENT][NEUTRAL] Give me just a second, would it be alright if I email you a copy of the form?
[CUSTOMER][POSITIVE] That would be beautiful.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a quick.
[CUSTOMER][NEUTRAL] I tried to talk to them about 5 years ago about this because we took care of our neighbors until they died. And I kept saying, OK, we gotta do this. And then he had open hearts, not open heart, he had um a pacemaker put in January.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The [PII], and they called me the week of [PII] and said, we need to see the lawyer, we need to take care of some stuff.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And then my aunt kept saying, did you get them? And I was like, Aunt [PII], it's the week of [PII]. We can't do it that quickly.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] And it's so hard to make yourself do that, yeah.
[CUSTOMER][NEUTRAL] But you know, they don't have that sense of urgency.
[AGENT][NEUTRAL] And and it is so important because it's so hard.
[AGENT][NEGATIVE] You know, you hate to think about it, and I, I'm one of the world's worst so I understand, but.
[AGENT][NEUTRAL] You know, we need to take care of things for those left behind, so it's not so difficult.
[CUSTOMER][NEUTRAL] Yes, and that's what we're trying to do. And of course, they never had children. And I'm like their child. And I mean, he'll tell people at church, well, she's my niece, but she's really my daughter. And so, you know, I had a really hard time a couple of days before his pacemaker, because I'm thinking, oh my gosh, what is that, what is that because my dad was killed in [PII]. So he is my daddy figure. And so,
[CUSTOMER][NEUTRAL] I was just about a basket case. I had to pray so hard the night before. [PII] help me be strong. Don't let me get in there and start crying. Princess doesn't need me to be crying, you know, so, and I managed, so I went for my prayer, so.
[AGENT][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] That is hard. Well, what is your email and I can just email this form to you and on the on the form there's instructions, um, what's needed to do to change that beneficiary, and there's also an address to send it back. It will need to be notarized.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] So it will have to be returned by mail.
[CUSTOMER][NEUTRAL] OK, we can do that. That was my question. Mhm.
[CUSTOMER][NEUTRAL] Mhm. Yeah, that was one of my questions. OK, um, so my email is gonna be [PII] and I'll spell it, it's gonna be [PII].
[AGENT][NEUTRAL] OK, let's see. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, now, um.
[CUSTOMER][NEUTRAL] Trying to get to my email while we talk.
[AGENT][NEUTRAL] And I was sitting here working on it and working on it and everything I typed went away oh my goodness.
[AGENT][POSITIVE] I love computers.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Well, I tried to do an activity. I set up last night at [PII] for my children today in first grade, and there was a glitch, and I thought I fixed it while they went to activity, and then there was a glitch, and I was like, OK, boys and girls, you're gonna see me throw a tantrum. And they're like, What's a tantrum? I said, you know, when you stamp your feet because you're upset and Miss's upset.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] I, I, I throw several of those per day, but
[CUSTOMER][NEUTRAL] Well, I try not to.
[AGENT][POSITIVE] I'm getting better. I try not to too, but it, it sometimes just with computers just like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It's very frustrating.
[AGENT][NEUTRAL] All right now.
[AGENT][NEUTRAL] I'm about to get
[CUSTOMER][NEUTRAL] Yeah, you think you worked it all out and then it does its little thing.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEGATIVE] Because I thought I had dotted every time and it didn't work.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Let's see here.
[AGENT][POSITIVE] Just making sure that is all good.
[AGENT][NEUTRAL] All right, now for the notes.
[AGENT][NEUTRAL] I just sent that. What is your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, like the Wizard of Oz and the Scarecrow Burned.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] Love it.
[CUSTOMER][NEUTRAL] Can you, can you tell I H elementary.
[AGENT][NEUTRAL] And you're Mr. [PII]'s niece?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, cause I'm just putting it all in the notes so that any.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Body
[CUSTOMER][NEUTRAL] Yeah my, yeah, questions that, yes, I understand.
[AGENT][NEUTRAL] Yeah, and what is your callback number in case they have any questions for you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, my call back number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just so they'll have a contact.
[CUSTOMER][NEUTRAL] I was just gonna
[CUSTOMER][NEUTRAL] Yes, and I was gonna say when.
[CUSTOMER][NEUTRAL] I, um, why is it not doing that? Oh gosh, um.
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Say it's, yeah, it's making me do a pen. I'm on my school computer and it's making me do a pen like I'm gonna remember that pen.
[CUSTOMER][NEUTRAL] Later
[CUSTOMER][NEUTRAL] 94. I can remember that. Um
[CUSTOMER][NEUTRAL] I forgot what I was saying. Oh, my given name is [PII]. I didn't know if that made a difference, um.
[AGENT][NEUTRAL] Uh, if you go by [PII], that's fine.
[AGENT][NEUTRAL] I can put it in either way now do you happen to have power of attorney?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and it says 1.
[CUSTOMER][NEUTRAL] Uh, I will have, we meet Thursday to meet with the logger. He's drawn everything up. And of course, Uncle [PII] was a little slow getting this stuff together for me. And I was like, Uncle [PII], we gotta, he's gonna be asking me why I don't have this stuff together. So I went and got it last week, but I tend not to get home until after [PII] because I tutor several days a week. So, um, anyway, with that said, I tried yesterday and everybody was closed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Because of the holiday. And so, um,
[CUSTOMER][NEUTRAL] I've tried to work on it in my 10 minutes here and 10 minutes there when my kids aren't in the room.
[AGENT][NEUTRAL] Got you. Well, um, did you happen to receive that email or are you still checking on it?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes, uh, yes, ma'am, it looks like, oh, there we go. It looks like I've received it. I was gonna say it said, um, let me go back because I was trying to print it.
[AGENT][NEUTRAL] It's from the care team just.
[CUSTOMER][NEUTRAL] Oh, I guess, yes, it, yes, uh, wrong email there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was my school one, yes.
[CUSTOMER][NEUTRAL] Uh, change form, so I'm assuming I think the logger's office can do that verification and not notaries.
[AGENT][NEUTRAL] Yeah, they probably can.
[CUSTOMER][NEUTRAL] If not, I could go to the bank.
[CUSTOMER][NEGATIVE] Or get him to go to the bank. It says 4 pages.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So uh
[AGENT][NEUTRAL] With instructions included in the form, so.
[CUSTOMER][POSITIVE] Yes, yes, it's printing that part now.
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] Cause the way we're gonna do it is it goes to Aunt [PII] first and then if something happens to both of them, it comes to me so I can take care of them. But yeah, I, I know all too well because at first I panicked. I thought we had to have um
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh gosh, what was it? I was having him look up.
[CUSTOMER][NEUTRAL] Not the policy.
[CUSTOMER][NEUTRAL] Oh gosh, I'm trying to think what I had to have for my dad. See, my dad was murdered and my stepmom had it done. And so my dad, she had helped in the insurance office. So she had made my dad fill out a form before they killed him. And my dad left little things on there, like he only went by initials, so he would always put J only P only. So anyway, with all that said, there were things there, but
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can't think of the word I'm trying to think of that I kept saying we got to have this, we gotta have this. And then I realized we didn't have to have it. Um,
[CUSTOMER][POSITIVE] But I was thinking about when all that went on with my dad. But the miraculous thing was the insurance company mailed that form back because it said it was lost. And when the law officials called to check it all out, they could not believe that the form had come back to us because they said usually they shred things after they've done everything. So it was strictly a God thing because it was part of the proof we needed.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] To show.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, and I'm telling you.
[AGENT][NEUTRAL] Can't, can't
[AGENT][NEUTRAL] Manage without God. I, I don't know how people do it.
[CUSTOMER][NEUTRAL] Well, I know this woman can cause, you know.
[AGENT][NEUTRAL] I know, me either.
[AGENT][NEUTRAL] Just help me out.
[CUSTOMER][NEUTRAL] I've had several traumatic experiences and I was speaking to someone yesterday and they were like, well, you know, I'm not a, how do I say, I'm not a religious person, and I was just going, OK. And then last night I kept thinking, OK, [PII], that was my chance.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] open that door again, you know, but I was kind of like shocked when they said it and I just kind of didn't.
[AGENT][NEUTRAL] Yeah, it's, it's, it's hard to know when to
[CUSTOMER][POSITIVE] All through as much as good.
[AGENT][NEUTRAL] Walk through or not sometimes with people.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] And, and me being on the phone all day, you know, I always, that's my one thing I said, Lord, just, you know, if I have an opportunity to, I'm just gonna.
[AGENT][NEUTRAL] Put your name out there and you'll just have to take the reins.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEGATIVE] And you know, if I get fired for saying your name on the phone, then just get fired for saying your name on the phone, you know.
[CUSTOMER][POSITIVE] So be it, so be it. That's right.
[AGENT][NEUTRAL] But you know, most people are.
[CUSTOMER][NEUTRAL] So be it. That's what I say.
[AGENT][POSITIVE] Yeah, but of course that's why I'm so thankful for the company I work with that that's not an issue.
[CUSTOMER][POSITIVE] Yes ma'am. OK, well my little children are coming back in the room, so I'm going to have to sign off and I thank you for your help.
[AGENT][NEUTRAL] So, um,
[AGENT][POSITIVE] My pleasure. Now when you get the POA, send it to that same address or you can email it back, and that will give you permission to call to us and you know we can speak to you regarding the policy if we don't have that on file if you need to know anything about the policy we'll have to have Mr. um [PII] give us verbal permission for each phone call that it's OK to speak to you if you need anything regarding the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you're talking about the prior authorization or you're talking about the um.
[AGENT][NEUTRAL] If you get the power of attorney.
[CUSTOMER][NEUTRAL] Uh, what do we call it?
[CUSTOMER][NEUTRAL] Power of attorney, yes, that's what I was trying to think of because I just think about b[PII] executor, but yeah, the power of attorney. Yeah, I'll have that ready.
[AGENT][NEUTRAL] You can
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then you can just send it in to us and that will give us permission to speak to you [PII]egarding his policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, and, and when I get the forms filled out.
[CUSTOMER][NEUTRAL] Do we and we get it notarized do we mail it back because you'll need to see that notary, right?
[AGENT][NEUTRAL] That's correct. We'll have to receive it by mail because of the notary.
[CUSTOMER][POSITIVE] Yes ma'am, I'll do that.
[AGENT][POSITIVE] But it's been a pleasure to assist you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. Thank you and you have a good day.
[AGENT][POSITIVE] I hope you do as well and thank you for calling APM Miss [PII] take care.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.