AccountId: 011433970860
ContactId: df6c8f0f-05be-4e57-9a67-773706adc70f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 507700 ms
Total Talk Time (AGENT): 217238 ms
Total Talk Time (CUSTOMER): 245956 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/df6c8f0f-05be-4e57-9a67-773706adc70f_20250417T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, who's speaking?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And uh I have a uh a life insurance with you. It's um for $10,000. Uh, my daughter is a beneficiary. I'd like to change it to another beneficiary, please, and I need a form. Do I send the forms out?
[AGENT][NEUTRAL] Yes, ma'am. I can sure do that. Uh, can I email it to you?
[CUSTOMER][NEGATIVE] No ma'am, I can't make a I can't freeze it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I will have it mailed out to you.
[CUSTOMER][NEGATIVE] I'm never sell it.
[CUSTOMER][NEUTRAL] OK, I, I have a question.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I've had this, I've had this a lot, uh.
[CUSTOMER][NEUTRAL] It yeah for like 26 years.
[CUSTOMER][NEUTRAL] Is what's the cash value on this? I've, I've always wondered what, how do you, how do you decide the cash value on, on, on this insurance?
[AGENT][NEUTRAL] OK, let me get that.
[AGENT][NEUTRAL] Um, now, that is something else. Uh, now they have a formula that they use with the length of time you've had it and, uh, things like that. And I would have to um order that for you and it does take about 24, maybe 48 hours to get it for ready for you, and then someone will give you a call back with it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me give you the policy number on this, OK?
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, it's 420.
[CUSTOMER][NEUTRAL] 643.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it went into effect.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] It's a whole life none.
[AGENT][NEUTRAL] OK, I see that. Yes, ma'am. Um, and it does show that [PII] is the um insured.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I am the insured, uh, yes, uh, she is, she's a bit out, let me, let me see how I did it's been 26 years ago. I talked to her today, uh.
[CUSTOMER][NEUTRAL] She is the insured, if she dies.
[CUSTOMER][NEUTRAL] That I received the $10,000. OK, I had this done from my children, uh, I, I'm a, uh, my husband was deceased.
[AGENT][NEUTRAL] OK, yes, yes, ma'am.
[CUSTOMER][NEUTRAL] And I was working and I thought, well, I need some insurance just because I can't afford funeral bills. So she was about [PII] and here it was about
[CUSTOMER][NEUTRAL] [PII], I think.
[CUSTOMER][NEUTRAL] Um, and he's deceased, yeah.
[AGENT][NEUTRAL] Oh, so sorry.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Well, it, you, you pay, you know, you pay for his, his funeral, his, yeah, his headstone and everything, and I appreciate that.
[CUSTOMER][NEUTRAL] But uh I talked to her today. She says, my mom, she says, you know, I told her the situation here and uh she says, uh, it's OK cause she's, she's, she, she's insured, you know, they have life insurance, so she said I could do whatever I wanted to. So I want to just change the beneficiary.
[AGENT][NEUTRAL] All right, OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. We can definitely take care of that. Um, can you give me her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. That is what we show and we verify that um home address for me that we would have on file?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII], I appreciate that. Um, with it being 25 years, I thought it might have changed, um, but that is what we have. Um, so you need a change of beneficiary form.
[AGENT][NEUTRAL] And I can get that mailed out to your home address and we do not show an email address for you at all, do you not use email?
[CUSTOMER][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I have an email address and I'll give it to you. Um, it's lowercase.
[AGENT][POSITIVE] OK, yes ma'am, I can add it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need a phone number?
[AGENT][NEUTRAL] Yes, that was my next question. Yes, ma'am, just to make sure we're up to date on everything.
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct, uh-huh.
[AGENT][NEUTRAL] OK. Yes, ma'am. OK, and what is that email?
[CUSTOMER][NEUTRAL] OK, it's lowercase [PII].
[CUSTOMER][NEUTRAL] Dot
[CUSTOMER][NEUTRAL] Newman, N E W M A N.
[CUSTOMER][NEUTRAL] One at.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I'll get that added on, on the policy, um, but you know, we.
[AGENT][NEUTRAL] We have it in case but um we would not use it without you knowing, you know, we wouldn't email you anything without you knowing about it um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But and we do show that you are the primary beneficiary and you're the owner of the policy, um, so we can definitely send you that change of beneficiary form.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I.
[CUSTOMER][NEUTRAL] Could you send me that form of uh about the cash value too and see what that means.
[AGENT][POSITIVE] Yes, ma'am. I will absolutely get that ordered for you. And someone will probably also call you with that. Um, you know, usually we like to get it to you as soon as possible, so someone will call you with it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK thank you um and someone if you're not able to answer the phone they might leave a message for you to call back but they will not leave that amount on voicemail.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, you can leave it on my, you can leave a message for me.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] OK, well I will get those things going to mail you that form and to do the cash value, um, but is there anything else I can do for you?
[CUSTOMER][NEUTRAL] No, that's all. That's all I did. Oh, I was gonna ask you if, uh, if, if I change beneficiaries, do I, I need to send this, this policy back, don't I?
[CUSTOMER][NEUTRAL] To you.
[AGENT][NEUTRAL] Actually, I'm glad you say that because you, would you still be the owner of the policy? You just wanna change the beneficiary?
[CUSTOMER][NEUTRAL] Do.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Yeah, I'll still be the owner. I'm gonna still pay on it until.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I, I leave this world.
[AGENT][NEUTRAL] Right, yes, ma'am. OK, well then all we would need is that um change of beneficiary form, um, and we wouldn't need anything else.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] At this time.
[CUSTOMER][NEUTRAL] Oh, you don't need any, you don't need the old policy on Kim.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, no, ma'am. No, ma'am, we don't. Uh, not for the beneficiary change.
[CUSTOMER][NEUTRAL] Sure, OK.
[CUSTOMER][NEUTRAL] All right, OK, that's fine.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] But on the on the cash value you would have to have it back.
[AGENT][NEUTRAL] Uh, no, ma'am. No.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, really? Oh OK.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] Uh, alrighty.
[AGENT][NEUTRAL] Normally we um they do request it when you file a claim, um.
[AGENT][NEUTRAL] But any other time we don't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, well, do you need anything else?
[CUSTOMER][NEUTRAL] No, ma'am. That's it.
[AGENT][POSITIVE] Well thank you, Ms. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK. OK, thanks, [PII]. Have a great day.
[AGENT][POSITIVE] Yes, ma'am. You too.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.