AccountId: 011433970860
ContactId: dbefdff1-e72a-4bfd-bc63-c53580f17ae3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292220 ms
Total Talk Time (AGENT): 102682 ms
Total Talk Time (CUSTOMER): 80875 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/dbefdff1-e72a-4bfd-bc63-c53580f17ae3_20250227T22:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, sir. This is [PII] [PII]. I'm looking, I'm trying to find out if I have changed the beneficiary to my policy.
[CUSTOMER][NEUTRAL] Policy number is AR-27.
[CUSTOMER][NEUTRAL] 207.
[AGENT][NEUTRAL] OK, [PII], let me pull this up here.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, that AR number isn't bringing up anything. I can do a search by your name if you'd like. Do you mind giving me your last name?
[CUSTOMER][NEUTRAL] All right. It's [PII].
[AGENT][POSITIVE] All right, thank you so much. Let's try that and see.
[CUSTOMER][NEUTRAL] It's kind of an old policy.
[AGENT][NEUTRAL] Yeah, it's not with that number, it seemed like it was. I was trying to pull it.
[AGENT][NEUTRAL] See, here we go I think.
[AGENT][NEUTRAL] Uh, and then for security, if I could just please verify your date of birth and address, sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] So let's see who.
[AGENT][NEUTRAL] Hm alright, let me pull this up and see who's listed as the beneficiary.
[AGENT][NEUTRAL] Uh, right off the [PII], I'm not seeing anybody listed, but I'm pulling up the old, um, application to see what was on there.
[CUSTOMER][NEUTRAL] Well, I need to change the beneficiary. My wife passed away back in [PII].
[AGENT][NEUTRAL] OK, yes, sir.
[CUSTOMER][NEUTRAL] And so I need to change the beneficiary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so that can be done, uh, we just need you to fill out a beneficiary form and then you can get that back to us in the US postal mail or fax. Would you like us to mail you the form or we can send it via email?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, send it, uh.
[CUSTOMER][NEGATIVE] Well, I, I don't have, I got a flip phone, so email's not gonna do any good. Um.
[CUSTOMER][NEUTRAL] Just mail it to me please, ma'am.
[AGENT][POSITIVE] Absolutely, not a problem.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So,
[AGENT][POSITIVE] We will get this sent out to you there in [PII] just give it some time to uh come to you of course and then on the sheet that you received, uh, you'll see the mailing address to send it back, but if you'd like, I'm happy to give that to you if you wanna write it down it's up to you.
[CUSTOMER][NEUTRAL] Well, uh, just, just give me the um address when you send it in to me.
[AGENT][NEUTRAL] OK, will do.
[CUSTOMER][NEUTRAL] The change form.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Uh, that sounds good. And your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, sir. I appreciate it. Thank you much.
[AGENT][POSITIVE] You're very welcome. You have a good day.
[CUSTOMER][NEUTRAL] You too. Mm bye.
[AGENT][NEUTRAL] Bye-bye.