AccountId: 011433970860
ContactId: cc31a8b5-ed06-4555-a189-20ce5a445583
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285929 ms
Total Talk Time (AGENT): 72985 ms
Total Talk Time (CUSTOMER): 195069 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/cc31a8b5-ed06-4555-a189-20ce5a445583_20250107T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you doing? This is [PII]. I spoke to about an hour ago. Um, so, OK, I received the, the bill from you, so, so thank you very much. And what I did was I also made an extra copy. So just in case next month I don't receive it, I'll, I'll be able to make another copy just got the bottom, but yeah, anyways, so now I'm trying to do this beneficiary thing, OK, but it says.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Oh, good.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] OK, it says change of request for change of beneficiary. So now they said I didn't have any beneficiaries left on file. I did. When the gentleman came to work, I did all that with them. They did it on their computer. So whatever happened happened. I don't know. So if I died, nobody was gonna know who to give my money to. Um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] The city of [PII]
[CUSTOMER][NEUTRAL] It's still the policy owner, correct?
[AGENT][NEUTRAL] Um, technically, yes, sir. Yes, sir, technically, but.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, but I don't have to put down their tax ID number or anything, right?
[AGENT][NEUTRAL] Not
[AGENT][NEGATIVE] Oh, no, no, no, sir, you do not. No. No, sir.
[CUSTOMER][NEUTRAL] OK, and as far as beneficiaries, it said that I did not need to have it notarized.
[CUSTOMER][NEUTRAL] That's what the lady said in her email.
[AGENT][NEUTRAL] That it could not have to be notarized?
[CUSTOMER][NEUTRAL] Yeah, hold on, I'll put you, hold on.
[AGENT][NEUTRAL] Let me ask
[CUSTOMER][NEUTRAL] Hold on a second. I gotta, I gotta read you an email. Hold on a second. Um, I just gotta, I just gotta put you on speaker and I gotta get some emails. Hold on one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, those are text messages, not emails, right?
[CUSTOMER][NEUTRAL] Hold on emails, emails, emails, OK, emails, uh, oh, OK, Mr. [PII] for the city of Evert, we do not have beneficiary files. If something should happen, we would reach out to them for assistance since you are retired, it is a good idea that you have your beneficiaries on file with us. We just need the names and dates.
[CUSTOMER][NEUTRAL] Of births in percentage very much. We do not need.
[CUSTOMER][NEUTRAL] Social security number this form oh does, I'm sorry, does have to be notarized. Alright, now I gotta reprint it. OK, OK, no, no problem. OK, I can have it notarized the girl across the streets a notary. um, alright, that's, um, but there's no spot for date of birth on the um.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][POSITIVE] Oh, good. Yes
[CUSTOMER][NEUTRAL] Oh, it says date of birth, but there's no date of birth place to put the date of birth on the form that she sent me.
[AGENT][NEUTRAL] OK, I am pulling up that form, um.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] I'm pulling up that form just to see what that looks like.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Alright, you're on speaker. Alright, I can just fill it back out and I can have [PII] notarize it for me. That's what we do.
[AGENT][NEUTRAL] OK. No, there's sure not a place for um dates of birth. Um, well, you can leave that off, but you do not have to fill in the social security numbers.
[CUSTOMER][NEUTRAL] OK, so you know what, I right here next to it says, son, I'll put his, I'll say put his birthday in which is um uh [PII].
[CUSTOMER][NEUTRAL] [PII] and then [PII], I'll just put a little arrow down here for her birthday and I'll just put it right underneath where it says girlfriend and I'll put hers which is.
[CUSTOMER][NEUTRAL] 42.
[CUSTOMER][NEUTRAL] 72. So it's on there. All right, I just gotta write down her her address and have it notarized and we'll be good.
[AGENT][POSITIVE] OK, that works.
[AGENT][NEUTRAL] OK. Yes, sir. Yes.
[CUSTOMER][NEGATIVE] And there's also no way for me to sign it, just so you're click.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Now on the 2nd page or the 4, the very last page.
[CUSTOMER][NEGATIVE] On the 4th page there's nowhere, there's no place that says for me to sign it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It says, it says signed at and there would be Everett mass on blah blah blah blah. Oh, signature insured. OK, all right, I got it. Signature, right, I don't need the signature of policyholder.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Oh, right, right. Yes, sir. No, just signature of the insured.
[CUSTOMER][NEUTRAL] OK, all right, cause I'm retired.
[AGENT][POSITIVE] Yes, that's right. That's right.
[CUSTOMER][NEUTRAL] OK, alright, let me just put up the second page and uh I'll have that done today and sent out to you and I mail it to customer service PO box.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me check that post office box, yeah, in [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Yes, sir. Yes, sir. That's it.
[CUSTOMER][POSITIVE] OK, alright, thank you. I'll have to take care of today and I'll get out in the mail tomorrow.
[AGENT][POSITIVE] OK. Yes, sir. Thank you. Thank you.
[CUSTOMER][POSITIVE] Thank, thank you very much. All right. Bye-bye now. Bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye.