AccountId: 011433970860
ContactId: ef2d9fb9-c5e8-4262-96af-cf280c192aea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1224969 ms
Total Talk Time (AGENT): 409627 ms
Total Talk Time (CUSTOMER): 213366 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/ef2d9fb9-c5e8-4262-96af-cf280c192aea_20250128T19:46_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. Uh, this is [PII], and I was transferred from our insurance company. And they advised that we had to speak to you because both me and my husband are on a life insurance policy, but he has to advise you of his
[CUSTOMER][POSITIVE] Beneficiary.
[AGENT][NEUTRAL] OK. OK, so do you all have a policy, Ms. [PII] with APL?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and so how can I help you today? I'm, I'm not sure what your question is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Both me and my husband are on the same policy.
[CUSTOMER][NEUTRAL] And they said that once I started paying for our life insurance policy, because I already
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, put, uh, who, pretty much my beneficiary being my husband, if I pass before him.
[CUSTOMER][NEUTRAL] He is wanting, uh, we were told we had to call you guys to, um,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] For him to tell you guys who he wanted his beneficiary to be.
[AGENT][NEUTRAL] OK, so you're needing to find out how your husband goes about adding a beneficiary. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, yes ma'am. So first off, Miss [PII], I can partially help you with this. What is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 490
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please, with APL?
[CUSTOMER][NEUTRAL] Uh, I'm not sure the policy number. Sorry, I just normally call.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Is it in your name or his name?
[AGENT][NEUTRAL] OK, and what is your full social please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So give me a moment, lets start to see if I can locate your policy information first.
[AGENT][NEUTRAL] OK, so Ms. [PII], I will have to verify several things with you first for security. So first off, if you could please verify your name, and your date of birth. I already have your name, Ms. [PII]. I don't need you to give me that again. What is your date of birth and then your husband's name and his date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] My husband's name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], let's see, [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is.
[AGENT][NEUTRAL] Well, actually, the phone numbers we have on file are different than the one you gave me.
[AGENT][NEUTRAL] What's another phone number we can have?
[CUSTOMER][NEUTRAL] Correct. Those need to also be changed.
[AGENT][NEUTRAL] OK. Now, you, uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 490
[CUSTOMER][NEUTRAL] [PII]. The old number was [PII].
[AGENT][NEUTRAL] OK. What is, uh-huh.
[CUSTOMER][NEUTRAL] The old number was [PII].
[AGENT][NEUTRAL] OK. So, we'll come back to what will need to be done to get that updated. And then lastly, your email address, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So now I see that this is through your employment through the workforce or WorkSource rather WorkSource Incorporated, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so let me look and just one thing.
[AGENT][NEUTRAL] OK, I need to look at just a couple of things.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Alright, do you mind letting me place you on a brief hold, first off, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, sir. That's, yes, ma'am. That's fine.
[AGENT][POSITIVE] OK. Thank you very much. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I know how to say that.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you very much, Ms. [PII] for holding for me. I'm checking on something for you, but as far as your phone number, getting that changed, that is something that you will have to do with benefits and a card, which is the enrollment company that you enroll for your coverages with, and then we will electronically receive that update. I can, I can't update it, um, but I'll make sure that you have their phone number.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So let me
[CUSTOMER][POSITIVE] No issue. I updated it before they transferred me to you.
[AGENT][NEUTRAL] Oh, you did update it with them? OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, good. OK.
[AGENT][NEUTRAL] So we should get.
[AGENT][NEUTRAL] Um, hold on one second.
[AGENT][NEUTRAL] We should get that electronically then that information. I'm gonna put your updated phone number, Ms. [PII], in the comments, but um we should receive that via electronic update from Benefits and a card then within just the next few days, and I can see you're already set up on the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, online service center with APL. Now I'm just verifying about your beneficiary. I see that your husband is covered under this policy with you. I'm trying to determine if we currently have him as also the beneficiary because I don't see that we do. Now, if that is the case, then you would have to speak to [PII].
[AGENT][NEUTRAL] Again regarding
[AGENT][NEUTRAL] Having him added as your beneficiary.
[AGENT][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] The uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's weird because I told him, I told them when I set up life insurance, he was supposed to be my beneficiary.
[AGENT][NEUTRAL] OK. Do you know who you spoke to over there by chance, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, it was whenever I set up the life insurance.
[AGENT][NEUTRAL] OK, just one second.
[CUSTOMER][NEUTRAL] That's the same person.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] I said that I, uh, that's the same person who uh told me that he had to call you guys and name his beneficiary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because I even told them I'd have to make my husband my beneficiary because I have no information on my son, and I don't even know where he is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's the only two people I have in my life that
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would be beneficiaries.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so what, OK, we are not able to see benefits in a card we'll have to confirm with you that he's listed as your beneficiary, Ms. [PII], and then I, there's a form as far as having um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Now I can email you the beneficiary form that your husband will need to complete. It does have to be notarized and it will have to be mailed back. OK, let me place you on just a brief hold if you don't mind, Ms. [PII]. I've got some conflicting information that I just wanna confirm, OK?
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Pissing me off.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Ms. [PII], thank you so much for holding for me, and I do appreciate your patience. So what I'm going to do is I'm going to connect you over to one of the team members that works specifically in our customer service division, um, to further answer your questions regarding.
[AGENT][NEUTRAL] The beneficiary form for your husband, but you won't have to re-verify any of your information, Ms. [PII], and I can give you your policy number even though it's in your portal if you wanna just jot it down.
[CUSTOMER][NEUTRAL] Uh, that's all right. Um, I'm just trying to figure out how, if there, if he has no beneficiary, how are they charging me for.
[CUSTOMER][NEUTRAL] Family life insurance if there's no beneficiary listed.
[AGENT][NEUTRAL] We can't see it. I, that's what I'm saying.I would benefits in a card would have to verify who your beneficiary is, but customer service is gonna explain to you the process because they, they deal with this more than I do, so they'll be able to just provide you some more detailed information on, on this whole process.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, since you said that benefits on a card had transferred you over to APL. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am. OK, so if you will give me one moment, Ms. [PII], I will get you connected, but before I do, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Well, thank you again for your patience and giving me some time to research and to look at some information on your policy. I do appreciate it and I hope that you have a very nice afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. So one moment, please.
[CUSTOMER][NEGATIVE] problem
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEUTRAL] Uh, I'm good. So I have an insured on the line. He's got some questions about the life insurance and the beneficiary side for her and her husband, and it's on that policy number that I put in the chat, 258-832-8 for [PII]. She's fully verified and she is already on the OSC. So I told her she would need to speak to [PII] regarding who is listed for her as her beneficiary.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But this is about her husband and they transferred her to APL.
[AGENT][NEUTRAL] Because he's needing to add a beneficiary to his policy, and they connected her over here.
[CUSTOMER][NEUTRAL] Oh right, I.
[AGENT][NEUTRAL] That
[CUSTOMER][POSITIVE] I would believe that. OK, yeah, I can take care of it.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Perfect. Thank you so very much.
[CUSTOMER][NEUTRAL] 00 wait. Mhm. Um, can I just verify the policy really quick?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 258-832-8
[CUSTOMER][NEUTRAL] That will be, mhm.
[CUSTOMER][POSITIVE] Yes, I got it. OK, give me just a second so I can pull it up.
[AGENT][NEUTRAL] And I'm gonna put her contact number in my notes. She's updated it with it before they transferred her, but obviously it's not updated yet in our system, but um she did already do that with them, so I told her we should have that reflecting in our system within the next couple of days.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, and the callback number is that [PII]?
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] Mhm. Yes, when you see on the screen is the new number she gave me.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK. Thanks, [PII]. All right, have a good one.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Hi, by that.
[CUSTOMER][NEUTRAL] Bye.