AccountId: 011433970860
ContactId: eb7edd45-c56a-40c5-a28d-9f37960a4e4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 637619 ms
Total Talk Time (AGENT): 181351 ms
Total Talk Time (CUSTOMER): 318593 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/eb7edd45-c56a-40c5-a28d-9f37960a4e4e_20250514T21:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][POSITIVE] I am good. How are you?
[CUSTOMER][NEUTRAL] I'm fine thank you. Listen, I called, um, had an OSB contact us and called, um, rein it's a group, um, and they are concerned because they noticed that several of the policies do not have the beneficiaries listed. Can you assist her further?
[CUSTOMER][NEUTRAL] And so she said they're on the application it's group number 12,060.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's got several policies that she just needs to check.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Cheer.
[AGENT][NEUTRAL] OK, you have one of the policy numbers.
[CUSTOMER][NEUTRAL] I can give you the number.
[CUSTOMER][NEUTRAL] Um, we didn't go through that because, um, she said there were just a few of them that didn't were not showing, and she said that they're on the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I, I asked her if it was on the enrollment form, she said.
[CUSTOMER][NEUTRAL] That they are, but I don't know.
[AGENT][NEUTRAL] It depends on who issued them.
[AGENT][NEUTRAL] If they put it on there, um, what is her callback number? And is she verified?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] [PII] let me try that again. [PII].
[CUSTOMER][NEUTRAL] She did verify the group information.
[AGENT][POSITIVE] All righty. I've got it.
[CUSTOMER][POSITIVE] All right, I appreciate you, [PII]. You have a lovely evening. Let me get her on the line. Oh [PII], I almost forgot how to do that. Hang on.
[CUSTOMER][NEUTRAL] OK, hang on just a second.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Miss [PII], thank you for your patience. I have [PII] on the line in our customer service department and she's gonna check on the beneficiary information for you, OK? OK, thank you. Alright, have a lovely evening. Thank you and thank you, [PII]. Thank you bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, good afternoon, [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm good. uh, she was stating that some of these didn't have a beneficiary on there, um, which one?
[CUSTOMER][NEUTRAL] Yeah, they didn't get listed and uh you want their account numbers?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, we'll go we'll start with [PII] first, and he is [PII].
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And let's see
[AGENT][NEUTRAL] 13487.
[AGENT][NEUTRAL] I'm pulling up the application to to get the information here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and [PII], is that right? Yeah.
[CUSTOMER][NEUTRAL] Spin it. Mhm. Yes.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Are you busy?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] First of all,
[CUSTOMER][NEUTRAL] So uh if you
[CUSTOMER][NEUTRAL] What is that to you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I've got her added. Um.
[CUSTOMER][NEUTRAL] OK OK.
[AGENT][NEUTRAL] And who is the next one?
[CUSTOMER][NEUTRAL] [PII] and his account number is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, well, it's just that.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] I can't read the name of that one.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEGATIVE] And but it's [PII]'s, it's one, it's not, it's not spelled normal. It's [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then oh and you're just like the insured.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I've got that one added.
[CUSTOMER][NEUTRAL] OK, the next one is for [PII]. His account number is 753-522.
[CUSTOMER][NEUTRAL] Well, I mean this is to renew.
[CUSTOMER][NEUTRAL] So if you
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Did you say a name?
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] His mother.
[CUSTOMER][NEUTRAL] Oh, say that again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this the right policy?
[AGENT][NEUTRAL] Yeah, [PII], it says uh beneficiary [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] His mother?
[CUSTOMER][NEUTRAL] Oh that must have been his mom, yeah, because he, I just talked to him earlier. He's been here forever and he's like, you know, just put my wife Amandare. So is there a process to change that if he wants to?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, yes, I would send a.
[AGENT][NEUTRAL] Uh, change form.
[AGENT][NEUTRAL] Um, and he, he would just have to fill that out and send it back. I mean.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I have one more for you to check on.
[AGENT][NEUTRAL] OK, and can I email that to you or do you want me to mail it to him or?
[CUSTOMER][NEUTRAL] Yes, you can email it here uh to the, do you have the email for the shop for the business?
[AGENT][POSITIVE] I believe I do. Hold on just a second. Let me make sure I've got the right one.
[AGENT][NEUTRAL] Let me put my note. OK.
[AGENT][NEUTRAL] Uh, [PII], uh.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That one will work, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's, is there another one or?
[CUSTOMER][NEUTRAL] Yes, [PII] and his account number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] yeah.
[AGENT][NEUTRAL] And that one's got his wife, [PII].
[CUSTOMER][NEUTRAL] His a long ex-wife.
[AGENT][NEUTRAL] Uh oh
[AGENT][NEUTRAL] OK. Just get, get him.
[CUSTOMER][NEUTRAL] Yeah, so that's why I was checking all these.
[AGENT][NEUTRAL] Yeah, just get him to fill out uh one of those MP2 uh change form and we can get that changed, but I've got.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] To change form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do they have to be notarized?
[AGENT][NEUTRAL] Uh, no, since this is, these are accident policies, uh, just, uh.
[AGENT][NEUTRAL] There's a
[CUSTOMER][NEUTRAL] Just have them fill out the information and send it back.
[AGENT][NEUTRAL] Place for him, him to sign it and then there's a place for a witness to sign it. If you could just sign, you know, as the witness and send it in and then that, that's all what we would need.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK, we will do that.
[AGENT][NEUTRAL] Alright, is there another one or?
[CUSTOMER][NEUTRAL] And then I just do a well, well, no, that's all of them. Well, I just, oh, you know what, let me check on my son's. I don't have his, I didn't write his number down, but [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if I still have my account open I could pay you.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, I, yeah, you guys bought parts for us for years now and I don't know it's not he's on our group policy if he has to have a beneficiary, he may not have to, and I don't know how long he can stay on our group policy because he's gonna be under [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see. Here we go.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You've been here 40 years.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] He turns [PII] in December, so he will come off at, at the end of December.
[CUSTOMER][NEUTRAL] How many records you got?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So do we just fill out a new application for him for the new year?
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] You're doing something right and can out like this it happen right why the why we got the car.
[AGENT][NEUTRAL] Let's see, um,
[AGENT][NEUTRAL] Is he an employee there or?
[CUSTOMER][NEUTRAL] Yes, he is.
[AGENT][POSITIVE] Great, yes, uh huh, just fill out a new application and we can.
[CUSTOMER][NEUTRAL] New application.
[AGENT][NEUTRAL] Uh, take him off and at the end of December and then start him [PII] on his own policy.
[CUSTOMER][NEUTRAL] OK, so would we want to go ahead and send that um new application in maybe at the end of December?
[AGENT][NEUTRAL] Yes, uh.
[CUSTOMER][NEUTRAL] OK, we'll do that.
[CUSTOMER][NEUTRAL] OK, that's all I need. I'll get those, uh, will I send them the change form? Will the information where I send them back to be on there or I just send them back to the email that's sent to me?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, yeah, you can email it back to the [PII].
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] OK, and that's who it's gonna come from.
[AGENT][NEUTRAL] All, all that information. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] I think that will be it. I appreciate it.
[AGENT][POSITIVE] Alright, well thank you for calling APM you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] OK, you too, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And they said there was all human remains in it and then.