AccountId: 011433970860
ContactId: b013def5-0d03-4542-98bc-4337d266e130
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 930070 ms
Total Talk Time (AGENT): 499028 ms
Total Talk Time (CUSTOMER): 404692 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/b013def5-0d03-4542-98bc-4337d266e130_20250220T16:49_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII]. Uh, I was uh calling back, uh, I was doing a, uh, uh, updating my information on my, uh,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A policy
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] On my beneficiary policy and uh I had a question they already emailed me some paperwork and everything. Can that be emailed back or can it be faxed?
[CUSTOMER][NEUTRAL] The, the paperwork, can the paperwork be faxed?
[AGENT][NEUTRAL] OK, um, in order, I can definitely help you with that, Mr. [PII], but before we proceed, can you give me a callback number and a policy number so I can assist you further?
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And do you have your policy number on you?
[CUSTOMER][NEUTRAL] With the policy number on top.
[CUSTOMER][NEUTRAL] Yeah hang on just a second.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] 1172623.
[AGENT][NEUTRAL] Thank you for that. And I also need you to verify a couple of things for me um I'm pretty sure you verified them, but I just need to make sure we got everything correct. Can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And that is what we have on file, Mr. [PII]. And do you happen, sorry, can you also verify your email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you, and that is what we have on file as well. So, the type of policy that you have is a life policy. We actually need the original documents mailed back in because the paperwork is notarized and we have to make sure that notary is on there.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, um, and a lot of times when you fax now you can email it too um if it's visible in the email we will more than likely accept it, but from my understanding we have to have the original back and if you fax it sometimes it that notary doesn't appear correctly and and we just need to make sure that you are in fact aware of the changes and you are the one that's making the changes.
[CUSTOMER][NEUTRAL] You need
[CUSTOMER][NEUTRAL] Oh, OK, because they just sent me paperwork over an email and we were trying to figure out if we could fax it back or or what, but you're saying we have to have the original paperwork.
[AGENT][NEUTRAL] We have to, meaning APL has to have your paperwork not because the form that was sent to you request a notary.
[AGENT][NEUTRAL] And that's why we need to have that, that document. Once you get it notarized, we have to have it back. That's why we require that you mail it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, is, is, is it all right if my wife ask you some questions?
[AGENT][NEUTRAL] Yes, that's fine, Mr. [PII]. You can put her on the line.
[CUSTOMER][NEUTRAL] OK. He, uh, her name's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hi, this is [PII].
[AGENT][POSITIVE] Hi, Ms. [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, I don't think he's understanding or at least he doesn't look like he's understanding. Um, our question was just a general question, um, instead of emailing the, uh, corrected, um, beneficiary form, can it just be faxed because I thought that's what [PII] said originally that it could be faxed back, but I just wanted to verify that.
[AGENT][NEUTRAL] We actually, and I do apologize for the confusion on that because that is a beneficiary change form for a life policy and it has a notary on it, we request that we get the original documents once you guys have it notarized, sent back to us because you can fax it, but a lot of times when that stuff gets faxed that notary is not visible.
[AGENT][NEUTRAL] So that causes a delay in processing and like I was explaining to Mr. [PII], we basically it's for security just to make sure that it's him that's sending in the paperwork and that he's the one making the changes on it. That's why we also require the original documentation back in the mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it, so it can be emailed or or or uh mailed.
[AGENT][NEUTRAL] Or mailed, yeah, cause like I was explaining to him, we have to make sure that we see that notary, that notary has to be visible on there in addition to his signature.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you guys have our mailing address as Ms. [PII], and I can provide it to you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, well, we're, we're not gonna mail it. We're gonna because I, we actually didn't realize, uh, when we got on the account because it's been a few years, uh, my name changed because I'm the beneficiary and I didn't understand why it said it was lapsed as far as beneficiary so that's when we started to research it further and got all this started where we needed to change uh my name.
[CUSTOMER][NEUTRAL] Um, so we weren't understanding why it said lapsed. I mean, the, the, the, the policy is active.
[AGENT][NEUTRAL] It shouldn't say lap. Yes, ma'am, and it shouldn't say lapse. I can actually fix that for you and I apologize for that. It looks like when he converted, converted over um from group, it term it had a time period where it canceled and when they reactivated, they just didn't reactivate you, but I can reactivate you now.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's what I thought it happened because we were discussing how, how, how that had changed when he was actively working.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, at the county. OK, now my name did change.
[CUSTOMER][NEUTRAL] So, uh,
[CUSTOMER][NEUTRAL] That's, that's not really changing a beneficiary, it's just updating a name so is that considered the same thing?
[AGENT][NEUTRAL] No, it's not, but we would need something in writing, um, from him and you I guess your signature saying that your name's changed or if you could send us a copy of.
[AGENT][NEUTRAL] Your driver's license if it's updated, just anything that has your updated information and we can definitely change that. Is that why y'all were trying to change the beneficiary because of your name?
[CUSTOMER][NEUTRAL] Yes, because it said laughs and I thought, well wait a minute, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not necessary, that's not necessary. I apologize, Ms. [PII]. No, no, OK, so no need for y'all to send that beneficiary change form in. Um, what I can do is we have a
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let me, let me interrupt you. Um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My children.
[CUSTOMER][NEUTRAL] My adult children would be, I assumed that if we wanted to add them. We thought we had added them when he initially had the first policy.
[AGENT][NEUTRAL] Let me check that.
[CUSTOMER][NEUTRAL] But it doesn't show them as being contingent and I know that means if I pass away or the primary is deceased at time that the pri I mean.
[AGENT][NEUTRAL] Covered.
[CUSTOMER][NEUTRAL] The, the policyholder, then, then the funds would go to the contingent beneficiaries, correct?
[AGENT][NEUTRAL] If you passed away, right, yeah. If you, so if Mr. [PII] passes away and you've ceased as well during the same time or even after, then yes, the contingents would be whoever's surviving the children, if that's what you have listed. Let me
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a sec.
[CUSTOMER][NEUTRAL] OK, we don't have for whatever reason it's not showing it online.
[AGENT][NEUTRAL] Yeah, and I just noticed that. Give me just a second. I'm trying to do a little bit of research and see if I can.
[AGENT][NEUTRAL] Find the information. OK, here's the application that's exactly what I was looking for. If it's on the application, I can add it now. Um, I do apologize we converted from a paper system and had a new system during that time and a lot of the information wasn't transmitted over properly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the application.
[CUSTOMER][POSITIVE] Well, I'm glad that we called you.
[AGENT][NEUTRAL] Yes, ma'am. The application that we got in [PII] just has you listed.
[AGENT][NEUTRAL] On there it doesn't have any contingents. Now, if you guys are wanting to add contingents, we can still take that beneficiary form and add them. That's not a problem.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, yes, OK, cause now I'm thinking.
[AGENT][NEUTRAL] It says you were a friend then, so maybe that's before y'all got married. Um.
[CUSTOMER][NEUTRAL] Uh, OK, yeah, yeah, that's why we to change the name, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK then uh the boys, my children were added maybe which I don't even know if that has anything to do with [PII] with the retirement account.
[CUSTOMER][NEUTRAL] Uh, that he had through now.
[AGENT][NEUTRAL] No, it looks like he was on [PII] and we changed it to an individual bank drive, so he was responsible for it starting in [PII], but it doesn't look like we got anything.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, if we want to change my name, OK, so if we want to change my name.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I need to provide like a copy of my driver's license and what else do I need, do I need to sign something?
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] You can send me in a request to update your name, um, or I was saying I could send a policy change form that we have. There's not really a section for you, um.
[CUSTOMER][NEUTRAL] A written
[AGENT][NEUTRAL] Get on it, but there is like a blank section for changes at the bottom. I can email that to you guys and you just can put on there please change my last name to reflect whatever um along with a copy of what you have and you he signs off on it, you wouldn't sign off on it he signs off on it. It doesn't have to be notarized. You just can send that back in and that can be emailed back faxed, however you'd like.
[CUSTOMER][NEUTRAL] OK, now to add my children.
[AGENT][NEUTRAL] We need that form mailed back or you can email it.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] The change beneficiary form.
[CUSTOMER][NEUTRAL] OK, now does that need to be?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Does that need to be notarized?
[AGENT][NEUTRAL] Yes, that form is supposed to be notarized. It actually should say it on there.
[CUSTOMER][NEUTRAL] OK, well, the only
[CUSTOMER][NEUTRAL] OK, the only thing is is that since the form is gonna show primary.
[CUSTOMER][NEUTRAL] Or that I'm cha I'm asking to change primary. My name is gonna, when I, when he puts in the information it's gonna be the original my original name.
[AGENT][NEUTRAL] No, it needs to be your new name, your, your new last name since you're sending in the form, well since you're also gonna be sending something to us to change it, that needs to have your new name on it, not your old name, your new name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so just to
[CUSTOMER][NEUTRAL] OK, so just a [PII] of some sort saying please change.
[AGENT][NEUTRAL] My last name, yeah, my wife's last name to [PII].
[CUSTOMER][NEUTRAL] My wife's
[CUSTOMER][NEUTRAL] Yeah, because the letter's actually coming from [PII], not from me, so it'd be like change my wife's last name to [PII] and then I provide a copy of my driver's license along with then getting the form notarized, adding my children, but we're in the primary. I would still, even though it's not been technically changed, I can still put [PII] as primary.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am, and I'm also gonna notate everything that you've just we've discussed and how your last name and I have reactivated you in the system so you guys should be able to see that now on the online service center because it's an immediate connection um and then of course once we get the documentation we'll update everything and send you a confirmation letter and then of course you could see online that your name's updated then too and the kids.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Now,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Just a little kind of a glitch. Um, he's actually, I, I, I have a laptop. I don't have capability of uploading anything or, uh, he was going to go to my sis to a, to the public library where my sister works and he, and he forwarded, because I don't even have a printer here. Uh, he forwarded everything to her email so she could, she could print everything out. He's gonna fill everything out, have it notarized and then.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Send it through her email instead of his because he would have.
[CUSTOMER][NEGATIVE] This sounds complicated.
[AGENT][NEUTRAL] That's fine. Yes, ma'am, and that's right, and I'm so.
[CUSTOMER][NEUTRAL] He would have to go get on a.
[AGENT][POSITIVE] Yeah, I'm so sorry.
[CUSTOMER][NEGATIVE] He'd have to get on a public uh computer and he doesn't even remember his password to his email.
[CUSTOMER][NEUTRAL] We're having to kind of go through that. Otherwise, what is there, we can't like take pictures.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Which I've done before, take, take pictures of the uh.
[AGENT][NEUTRAL] Yeah, you can do that. Yes, you can. Um, just make sure, and I, what I normally suggest to people is that when you're doing that, make sure your camera, your phone itself is hovering over the document right on top of it because some people like lay it down and then take it at an angle and it's kind of hard to read things when we get that information like that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so that's an option, OK, um.
[AGENT][NEUTRAL] That is an option and that's why I said email it because that's like your original capture of it, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we'll, we'll, we'll probably do that, but if we go the other route, it will, so in her email she would probably need to put on the subject that it's in regards to or in reference to [PII].
[AGENT][NEUTRAL] She could put Mr. [PII], yes, and put the policy number on there. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I, I'll notate that too that we'll probably be spent receiving correspondence from a third party, um, a relative, so that way it won't be, you know, red flagged or anything, but I can go ahead and provide you guys just to make sure you guys have it, our email address just in case you guys do want to do it by phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is it [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, ma'am. That is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have, you guys have the policy number, correct, Ms. [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, now what is this uh other email [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], is that a
[CUSTOMER][NEUTRAL] Viable email.
[AGENT][NEUTRAL] OK, repeat the first part of it again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That our yeah that's our customer service um email and it is a valid email but we actually prefer that everything goes to our care team that's a company email and they disperse whatever department it needs to go to um and that's to ensure that you know that we have people working that daily and that's to ensure that everything gets addressed daily.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Well, I appreciate uh your time. Thank you very much.
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] No problem at all, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, do I bring that if, if we do, uh, um.
[CUSTOMER][NEUTRAL] Oh no, I'm thinking about something else, forget it. I'm good.
[AGENT][POSITIVE] It's OK. I'm gonna notate our conversation and everything, and I'm gonna keep an eye out for the information because I'm actually working the emails today, so we will definitely address everything as soon as we receive it. You guys should get correspondence in the mail within 2 or 3 business days, OK?
[CUSTOMER][NEUTRAL] OK, that's it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great thank you so much I appreciate your time.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You guys have a wonderful day and thanks for calling APO.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.