AccountId: 011433970860
ContactId: b99a85e2-3f1f-4180-b46a-473ddbff009a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 792059 ms
Total Talk Time (AGENT): 442164 ms
Total Talk Time (CUSTOMER): 266529 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/b99a85e2-3f1f-4180-b46a-473ddbff009a_20250224T17:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is [PII].
[AGENT][NEUTRAL] Hi, Miss [PII]. How are you, dear?
[CUSTOMER][NEUTRAL] OK, I'm doing good. I've got um I've got Miss [PII] on the phone. She's the daughter of the insured [PII], um, for policy number 227.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] 1513.
[CUSTOMER][NEUTRAL] [PII] did give consent and verified the policy uh the good call back number is the one she's calling from and he did say it's OK if we talk to his daughter about his policy.
[CUSTOMER][NEUTRAL] But she's calling because she sent in a bank change form and also power of attorney paperwork and she sent it on.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII] by fax.
[CUSTOMER][NEGATIVE] I'm not showing it and she's calling to follow up on it.
[AGENT][NEUTRAL] Uh, let me, uh, give me one second. Let me pull the faxes up, see if there's anything in there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm, I won't keep you on there. I just wanna see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] There's one that came in today. What state is this? [PII], that would be [PII]'s. So let me, OK, go ahead and put, put [PII].
[CUSTOMER][NEUTRAL] Yes, her name's [PII].
[AGENT][NEUTRAL] OK, I'll have to dig to [PII]'s folder and which one she is first cause we just do 123 and 4 now we don't do.
[AGENT][NEUTRAL] Names anymore so I can never remember who's on who gets which.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I can leave this for grain, but Miss [PII], the 3 girl.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] Thank you. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][POSITIVE] Good morning, Ms. [PII]. This is [PII] in customer service. How are you today?
[CUSTOMER][POSITIVE] I'm good and yourself?
[AGENT][NEUTRAL] I'm good, thanks ma'am. So, um, [PII] tells me that you're calling today to see if we received the, uh, bank draft information and power of attorney information. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you. I can help you with that so let's see what we have here um.
[AGENT][NEUTRAL] And what number did you fax that to?
[CUSTOMER][NEUTRAL] affected to uh
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that is not our fax number. It may be an old fax number or?
[CUSTOMER][NEUTRAL] Well, [PII].
[CUSTOMER][NEUTRAL] Oh, I'm sorry. Uh, maybe [PII], maybe they had to put the the fact people probably had to put the.
[CUSTOMER][NEUTRAL] One in front of it, I'm not sure, but.
[AGENT][NEUTRAL] OK, so you did you fax it to [PII]?
[CUSTOMER][NEGATIVE] No, that they didn't give me that fax number.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, that is the fax number that you may have faxed it to claims, but I am not, so we can't see their notes if they received it. Um, let me see, or let me see if they did put any notes here that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, no, I am not showing that we have received it. Um.
[AGENT][NEUTRAL] Do you have a way to email that to us just scan it or take a picture and email all that information to us?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, because that is the fastest and best way and then I can give you the other fax number as well. But um that.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][POSITIVE] OK, let me write that email down right now. I think he actually he can email at all right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, because what it is you'll get a confirmation that it was received and then you'll have someone to correspond with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, cause I like emails, but the lady was like, you can email that over and all that stuff like that. OK, what's the email?
[AGENT][NEUTRAL] OK, it is, so this is going to our care team department. That's [PII]
[CUSTOMER][NEUTRAL] OK. [PII]
[AGENT][NEUTRAL] And then put the at sign.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um it's going to be um let's say [PII]. So that's [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And this is for your father, [PII]. That's right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I just wanna make sure I, so if you would just add the policy number, um.
[AGENT][NEUTRAL] Somewhere in the body of your email or in the subject line and just, you know, let us know that you're submitting the POA, the power of attorney information and updating the bank draft information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then like so you'll have someone to correspond with by doing this?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we can get his information updated.
[AGENT][NEUTRAL] Now are you updating.
[CUSTOMER][NEUTRAL] OK, and it's [PII] Uh-huh, I'm sorry, go ahead.
[AGENT][NEUTRAL] Are you, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Oh no, you, you're fine.
[AGENT][NEUTRAL] OK, so are we adding for like a bank draft or or are you just updating uh the, the claim, the claim account where his money is deposited?
[AGENT][NEUTRAL] From his claims.
[CUSTOMER][NEUTRAL] Yeah, yes, that would be yeah.
[AGENT][NEUTRAL] OK, so let me see, uh, OK, and you have that completed is that you have that form completed for us, is that correct?
[CUSTOMER][NEUTRAL] Yeah, because it will be the direct.
[AGENT][NEUTRAL] Direct deposit, yeah, thank you. So exactly, I was trying to get that word in my head and it was not coming.
[CUSTOMER][NEUTRAL] Let me see what I have.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No, that's OK. Look, I'm I'm looking for the paper to make sure that he says at one time.
[AGENT][NEUTRAL] So as long as you just get that information to us, you know, and just let us know that we're um.
[CUSTOMER][NEUTRAL] One of the world, um.
[CUSTOMER][NEUTRAL] Yeah, the direct deposit the authorization.
[AGENT][NEUTRAL] Right, that you're updating the direct deposit information and you're trying and you'd like to get the POA information added. Now we'll tell you it takes a little while to get the POA added, the power of attorney information added because it has to go to our legal department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that could take 1 to 2 weeks, really.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, but the uh direct deposit, updated direct deposit information don't take that.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] No, ma'am, that should not take any, you know, any longer than, uh, we say like to say 24 to, you know, 1 to 1 to 3 business days. It just depends on what all they have prior to receiving that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that'll be fine. And, and how do I go about changing his address?
[AGENT][NEUTRAL] His address put that in the email also that that his address does need to be updated now Mr. Mr. [PII] really is the only one who can update that information is he where where I can speak with him and he can give me that and I can go ahead and do that now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, let me do that right now. Hold on.
[AGENT][POSITIVE] You'd like to go ahead, we'll get it done.
[CUSTOMER][POSITIVE] Yeah, I'm, I'm, I'm about to get him so let me get him up right now.
[AGENT][POSITIVE] OK, alright, wonderful.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Good, uh, morning, Mr. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Oh good. So, Mr. [PII], your daughter [PII] tells us you're wanting to update your address. Is that correct?
[CUSTOMER][NEUTRAL] Yes uh
[AGENT][POSITIVE] OK, wonderful. I can do that for you. Can you give me that street address, please, sir? And your daughter can help if she needs to.
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[CUSTOMER][NEUTRAL] Oh well let me give you the whole address [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, so the only thing that actually changed was the street address that is there an apartment number?
[CUSTOMER][NEUTRAL] Oh no it's a house.
[AGENT][NEUTRAL] OK, all right, thank you. All right, so I had that upgraded, uh I'm upgraded, updated to um [PII] and I'm, I'm going to spell this out, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, wonderful. OK, so we have that updated in our system, so that's taken care of. And now if you just get the other information to us, Ms. [PII], we'll get Mr. [PII] taken care of.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate it.
[AGENT][NEUTRAL] Yes, ma'am. Is there anything else that we can assist either one of you with at the moment?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He, uh, yeah, one more thing also, if he wanted to go about changing his beneficiaries, how does he go about that? Just filling out a form?
[AGENT][NEUTRAL] Yes ma'am, on our website.
[AGENT][NEUTRAL] On, uh, it's [PII], just like our email [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on there it has a let me see there's a let me find it because I have the site pulled up.
[CUSTOMER][POSITIVE] So you definitely wanna change it.
[AGENT][NEUTRAL] So there is a request change of beneficiary form.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK he just do it like that.
[AGENT][NEUTRAL] And if you could just complete that and submit it to us also through email that would uh we'll get that taken care of as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And how long typically does that uh?
[CUSTOMER][NEUTRAL] Um, change.
[AGENT][NEUTRAL] How, how often does the beneficiary change?
[CUSTOMER][NEUTRAL] I mean, not how often, uh, how fast does that change?
[AGENT][NEUTRAL] Oh, if we receive it when we receive the bank draft information that should be able to be be worked with the uh bank draft in not bank draft uh.
[AGENT][NEUTRAL] Bank deposit information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know what I'm trying to say. I just direct deposit information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, hey, look, it's Monday morning.
[AGENT][NEUTRAL] I call it Monday number one.
[CUSTOMER][NEUTRAL] That's the, that is Monday, the next Monday morning.
[AGENT][POSITIVE] Oh goodness. But yes, that could be worked with the direct deposit form.
[CUSTOMER][NEUTRAL] OK, and because he can't find, he can't find his
[AGENT][NEUTRAL] I'm sorry, I
[AGENT][NEGATIVE] I'm kind of losing you.
[CUSTOMER][NEUTRAL] You can hear me better?
[CUSTOMER][NEUTRAL] Because he can't find his, his policy.
[CUSTOMER][NEUTRAL] You can't find his policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he was trying to see what was the who he had down for the beneficiaries.
[AGENT][NEUTRAL] I don't really think this policy requires a beneficiary.
[AGENT][NEUTRAL] So, uh, that I do not see anyone listed as beneficiary at this time, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you know, you.
[AGENT][NEUTRAL] You can always add one just or at least have it on file, but that is something that could always check with his employer to see if they have it on file.
[CUSTOMER][NEUTRAL] OK, OK, but if you don't see nothing on there. OK. I see.
[AGENT][NEUTRAL] No, ma'am. I'm not showing a beneficiary listed at this time.
[CUSTOMER][NEUTRAL] OK, alright. Well, he'll just submit one cause he like, I don't remember, but OK, thank you.
[AGENT][NEUTRAL] You're welcome. All right, anything else, Miss [PII]?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] OK. Well, thank you both for calling APL and we hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.