AccountId: 011433970860
ContactId: c0f9e86c-4d57-4710-a0be-16c9da85addc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229259 ms
Total Talk Time (AGENT): 101218 ms
Total Talk Time (CUSTOMER): 77516 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/c0f9e86c-4d57-4710-a0be-16c9da85addc_20250519T12:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I drive for [PII].
[CUSTOMER][NEUTRAL] I was trying to find out because I really don't know I've got a 20 year policy that's apparently with y'all and I was trying to find out who's the beneficiaries and stuff like that and they gave me y'all's number and said I need to call y'all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Do you by chance [PII] have the policy number?
[CUSTOMER][NEUTRAL] No, I asked her if I needed that and she said that y'all would look me up by name and social.
[AGENT][POSITIVE] Yeah, we can do that. Absolutely. Let me take a look.
[CUSTOMER][NEGATIVE] She's like you should have signed up for all that when you signed up and I'm like I don't remember doing that because me and my wife talked about that several times.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, what state do you reside in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] We just started thinking my daughter's [PII] now my son's [PII] we're like we need to figure out.
[CUSTOMER][NEUTRAL] How all this is laid out.
[CUSTOMER][NEUTRAL] In case anything ever happens, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Gotcha. All right, let's see.
[AGENT][NEUTRAL] All right. I believe I found your policy here, [PII]. I just need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] OK, so it looks like right now you have [PII] listed as the beneficiary and there's no um.
[AGENT][NEUTRAL] secondaries or additional or anything like that. It's just her at this point.
[CUSTOMER][NEUTRAL] And I guess the policy I got on her would be just me, I guess.
[AGENT][NEUTRAL] Uh, yeah, let's see.
[CUSTOMER][NEUTRAL] So I know I had it on me, her and the kids.
[AGENT][NEUTRAL] Right, yeah. No, it looks like that is. So if you want.
[AGENT][NEUTRAL] Um, I can send you a beneficiary change form, um, if you wanna add, uh, additional people or make any changes, we would just need that form filled out, notarized, and sent back to us.
[CUSTOMER][NEUTRAL] Yeah, if you don't mind, would that be on all, I guess all 4 policies for me, her and the kids?
[AGENT][NEUTRAL] Yeah, yeah, so and I could send you um I can email it to you or I could send it to you in the US postal mail, whatever works best for you.
[CUSTOMER][NEGATIVE] I'd prefer mail if it'll work.
[AGENT][POSITIVE] OK, yeah. No, not a problem.
[CUSTOMER][NEGATIVE] I hate email because then I gotta try to get it printed off and.
[CUSTOMER][NEUTRAL] Do I just mail it back to you or do I need to?
[AGENT][NEUTRAL] Yeah, so there will be no, you can mail it back to us actually on the um form when you get it if you look at the bottom our mailing address is on there and there's a fax number too you could get it back either way.
[CUSTOMER][NEUTRAL] Try to scan
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Did you have any other questions or concerns?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] All right, sounds good. Well, I will get that sent out to you, [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][NEUTRAL] All right, bye bye.