AccountId: 011433970860
ContactId: de63c26d-48f1-4bce-b282-6327e7d2871e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335910 ms
Total Talk Time (AGENT): 87148 ms
Total Talk Time (CUSTOMER): 180574 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/de63c26d-48f1-4bce-b282-6327e7d2871e_20250605T16:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] in group billing. I have a bookkeeper on the phone trying to help out one of her previous employers, um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So the issue at hand is.
[CUSTOMER][NEUTRAL] The insured or the old insured passed back in February, but she did not, she forgot to um change her beneficiary from her ex-husband to her son or sons before she passed. And so back in February, March, or whenever, she called in and requested
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, a transfer form or an assignment form for the ex-husband to sign over for to the son blah blah blah, but the only form that she got was a loss of life form, so she's needing help with getting the correct form.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] 763-238
[AGENT][NEUTRAL] OK, and uh, uh, I'm sorry that uh insured's name?
[CUSTOMER][NEUTRAL] Um, what was her something something, let me look.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Gray eyes, yeah, [PII] Gray eyes, and this is [PII] on the phone with the group.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, you can send it on over. I'm ready.
[CUSTOMER][NEUTRAL] All right, are you ready?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Good morning. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the Raymond Navajo School Board, and um we had um.
[CUSTOMER][NEUTRAL] One of our employees, uh, who passed away in uh February and um her policy beneficiary was still assigned to her ex-husband, she changed all of her other beneficiaries to her sons and I know that's what she intended we just she didn't get the paperwork in, but.
[CUSTOMER][NEGATIVE] Um, uh, after she passed on February, I called and uh fortunately I didn't get the person's name I talked to, but, um, they said there was a form that the current beneficiary could assign the benefits to the sons and when I looked at the form they sent it was just a lost claim form.
[CUSTOMER][NEGATIVE] And I don't know what else um or if there is a form, but I was expecting to get that form and I haven't received it.
[CUSTOMER][NEUTRAL] Or know where to find it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can you verify your email address for me, uh, [PII]?
[CUSTOMER][NEUTRAL] It's [PII] excuse me [PII]
[AGENT][NEUTRAL] OK, you said it's [PII] is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you said she needs the form to transfer beneficiary.
[AGENT][NEUTRAL] OK, and [PII], is there a good call back number for you?
[CUSTOMER][NEUTRAL] Well, the beneficiary needs, oh yeah, [PII].
[CUSTOMER][NEUTRAL] I mean I have beneficiary change forms, but.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I understood that it was a transfer form from the current beneficiary to
[CUSTOMER][NEUTRAL] Other beneficiaries.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, let me get some information on this form.
[AGENT][NEUTRAL] And then we'll see if we can get you the correct uh and do do you know if she signed the previous form that you have now?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm sure she did with the agent when she signed up for the policy.
[CUSTOMER][NEUTRAL] But I don't know if we have that or not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's been enforced for quite some time.
[AGENT][NEUTRAL] OK, that's fine, but right now the form that you're trying to get is I guess one for the beneficiary decide to transfer the uh benefits over to.
[AGENT][NEUTRAL] The son, is that correct?
[CUSTOMER][NEUTRAL] Yes, 2 sons, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, let me see if I can get some information on this, and we'll try to get that claim form faxed over, I mean emailed over to you.
[AGENT][POSITIVE] Uh, and if we have any questions we'll give you a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, when should I expect it? The, the sons work out of state and they are only gonna be here Thursday today and tomorrow.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I'm just trying to find, you know, expedite it for them.
[AGENT][NEUTRAL] That's fine. I'm gonna get with, uh, get with the lady who works those uh policies and try to get that information right now.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alrighty thank you so much mhm bye.
[AGENT][POSITIVE] OK, you're welcome.