AccountId: 011433970860
ContactId: e864a91e-4dff-49cb-9f18-e332f8cfc1cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 655539 ms
Total Talk Time (AGENT): 202243 ms
Total Talk Time (CUSTOMER): 155138 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/e864a91e-4dff-49cb-9f18-e332f8cfc1cb_20250219T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Hi, Ms. [PII]. This is [PII]. I need to speak to Ms. um [PII], please, just for a second. This is [PII]. I am making sure that she has received the um beneficiary change and everything is the way it should be on the form.
[AGENT][NEUTRAL] Alright. Um, let me just a second and see if, um, Ms. [PII] is available. Give me just a second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, Ms. [PII], um, do you happen to have uh the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, hold on one second.
[CUSTOMER][NEUTRAL] He's got 00960006.
[AGENT][NEUTRAL] 0096.
[CUSTOMER][NEUTRAL] 0006.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, give me just a second so I can connect you with uh Ms. [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Miss [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, um, I'm trying to find the policy first so I can go ahead and transfer you to Miss [PII], but I have not been able to, um, with that policy number you prefer.
[CUSTOMER][NEUTRAL] Would you like the social?
[AGENT][POSITIVE] Oh yes, that will work.
[CUSTOMER][NEUTRAL] Would you like his social?
[AGENT][POSITIVE] Mhm, yes, that will work.
[CUSTOMER][NEUTRAL] Alright, hold on, let me get, let me get back to that screen. One second.
[CUSTOMER][NEUTRAL] I don't wanna go off my memory and, and shoot you I might give you my mom, so just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] You get that?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, and give me just a second and see if I can pull up the policy now.
[CUSTOMER][NEUTRAL] It's an old policy.
[AGENT][NEUTRAL] OK, is it for [PII]?
[CUSTOMER][NEUTRAL] That's it, [PII].
[AGENT][POSITIVE] All right, perfect. OK, I can give that policy number to you if that works.
[CUSTOMER][NEUTRAL] Is it not the one that I gave you? because that's the one she filled out on the um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, well, since it is an old policy number, sometimes we um update those and I have a shorter um policy number and it.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Mhm, that will be 154.
[AGENT][NEUTRAL] 904.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 154904.
[CUSTOMER][NEUTRAL] Alrighty well that hinder the um.
[CUSTOMER][NEUTRAL] The form
[AGENT][NEUTRAL] Uh, I'm trying to see um if
[AGENT][NEUTRAL] OK, per phone call.
[CUSTOMER][NEUTRAL] Or do I need to do it again?
[AGENT][NEUTRAL] OK. Uh, no, I'm looking at the policy notes and see if we have received it already. Um, and I do see notes from Ms. [PII] that she was the one who emailed you that beneficiary change forms, but she hasn't.
[AGENT][NEUTRAL] Place anything yet.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. I will get with Ms. [PII] now that I have the policy number and I will get with her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To make sure that we have that form. Mhm.
[CUSTOMER][NEUTRAL] Can you send
[CUSTOMER][NEUTRAL] Yes ma'am, um, is there any way that you can put me on hold and talk to her and make sure because um.
[CUSTOMER][NEUTRAL] If it is wrong then I need to get it corrected today before I go out of town. Um, could you do that possibly just get ask her to check her email and make sure that that is correct, you know what I have submitted because that policy number is not the one that she put on the form and she put on the wrong name on the form so.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um, I just need to make sure.
[AGENT][NEGATIVE] No, no.
[AGENT][NEUTRAL] Yes, well, we often reference as old so it's very old, an old policy number and the one that you provided me is um the old policy number is and then we, we kind of give it a new one or an updated, but it's still a reference to that one, to that previous one.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she, OK, she just noticed me that she does have it and she will be updating it soon.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] So she did receive it, mhm.
[CUSTOMER][NEUTRAL] OK, so could
[CUSTOMER][NEUTRAL] Alright, and just ask for just a quick note that that that I filled did I fill it out correctly?
[AGENT][NEUTRAL] OK, I will do that. Let's see.
[CUSTOMER][NEUTRAL] And see if she'll just respond to you right quick because that's really all I need. I need to make sure it is done.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Because I'm fixing to leave [PII] and you know, I'm going to be out of town.
[CUSTOMER][NEUTRAL] Hold on one second for me.
[AGENT][NEUTRAL] Mhm. Sure. Oh.
[CUSTOMER][POSITIVE] OK, I'm back. I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. I just sent her a message to see if um everything is correct, um, and the, and that we want to make sure that everything we have is correct um before you go out of town.
[AGENT][NEUTRAL] Let's see if she responds. Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. It says that everything looks fine. Um, we will have to send the document receipt to our legal team for them to approve it, and then we will go ahead and process it. So it is um a few days um until it is totally processed, but everything looks fine from the form you sent to us.
[CUSTOMER][POSITIVE] Awesome, just ask her to send me an email when it's done and I am g[PII].
[AGENT][NEUTRAL] Mhm. Yes, all right. Well, is there anything else that I can help you with, Ms. [PII]?
[CUSTOMER][POSITIVE] No, ma'am, that is it. I hope you have a blessed day.
[AGENT][POSITIVE] Thank you. You too, and you have a safe trip.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.