AccountId: 011433970860
ContactId: ec4b48f3-e913-45a5-8422-800220cd5618
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366290 ms
Total Talk Time (AGENT): 190809 ms
Total Talk Time (CUSTOMER): 99089 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/ec4b48f3-e913-45a5-8422-800220cd5618_20250109T22:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm calling about my, um, insurance policy. I was trying to get some updates on it and make sure everything is up to date.
[AGENT][NEUTRAL] OK, and you're just calling on your policy you wanna make sure everything is up to date, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. What is your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], what is your callback number just in case our call is disconnected, I'll be able to call you back.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then what is your policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 21205
[AGENT][NEUTRAL] OK, let me pull that policy in real quick.
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address, your phone number and your email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And then the number you gave me to call you back on if we're disconnected, is that your cell phone?
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, yes sir, I have you all up to date as far as the information you just provided for me to verify your policy.
[CUSTOMER][NEUTRAL] And um how much the policy again because it just comes out of my check.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And, um, who the beneficiary that I put on that?
[AGENT][NEUTRAL] There's not a beneficiary. This is a dental policy.
[CUSTOMER][NEUTRAL] Oh, the dental?
[AGENT][NEUTRAL] Yes, this is a dental policy um you have uh.
[AGENT][NEUTRAL] Single parent coverage and the policy and the policy um premium monthly is $43.98.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the family.
[CUSTOMER][NEUTRAL] Is it just one person on that policy?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No sir, I can give you who you who you have on it.
[CUSTOMER][NEUTRAL] If I put
[CUSTOMER][NEUTRAL] Yeah, can you do that? Can you, can you?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] It covers you, it covers [PII].
[AGENT][NEUTRAL] It covers [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK, how can I add one person to that?
[AGENT][NEUTRAL] You'll have to do that
[CUSTOMER][NEUTRAL] What do I gotta take one off?
[AGENT][NEUTRAL] Right, you'll have to do that through your employer, um, because you're um payroll deducted, so you'll have to go to your employer, let them know that you're wanting to take a dependent off and you're wanting to add somebody to your policy.
[CUSTOMER][NEUTRAL] Was this, um,
[CUSTOMER][NEUTRAL] The American public life is where um
[CUSTOMER][NEGATIVE] I got that shower it ain't through my uh company.
[AGENT][NEUTRAL] Through Universal Trucking CBSL transportation.
[CUSTOMER][NEUTRAL] Universal Trucking.
[AGENT][NEUTRAL] Yes, Universal Trucking.
[CUSTOMER][NEUTRAL] You got a phone number with that?
[CUSTOMER][NEUTRAL] Cause they don't own.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, I can actually if you want me to I can actually transfer you on over to them so that you can talk to somebody there about changing your policy if you would like for me to do that for you.
[CUSTOMER][NEUTRAL] Can I get it?
[CUSTOMER][NEUTRAL] Yeah, and can I get a phone number just in case I get disconnected over there?
[AGENT][POSITIVE] Absolutely. The number.
[CUSTOMER][NEUTRAL] Cause it's supposed to be den and life.
[AGENT][NEUTRAL] Let me look and see what other policies you have.
[AGENT][NEUTRAL] You do have a life um policy with us and you also have a short term disability.
[AGENT][NEUTRAL] So let me look on your life policy and see who's on that for you.
[AGENT][NEUTRAL] You don't have a beneficiary on your life insurance. You haven't named one. So that will need to be done.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, but it does have the same dependent, [PII], and [PII] and [PII] on the policy.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] So how do I
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How do I add
[CUSTOMER][NEUTRAL] Uh, the beneficiary.
[AGENT][NEUTRAL] You'll need to do that through your employer.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK, what's the phone number, yeah?
[AGENT][NEUTRAL] So when I
[AGENT][NEUTRAL] Yes, sir. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can also give you our website where you can get the beneficiary change form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is AM.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you'll go to claims and forms and you'll fill out that beneficiary change form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, can you transfer me over so I can see what they.
[AGENT][NEUTRAL] Yes, yes, it's gonna be a brief hold for you while I transfer you on over. Is there any other questions in this you might have for me or anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, not at this time.
[AGENT][POSITIVE] OK, well, you have a blessed day and thanks for calling APL. It's gonna be a brief hold while I transfer you.
[CUSTOMER][NEUTRAL] Mhm.