AccountId: 011433970860
ContactId: f3fbfd3a-2d75-4e0f-a00a-0bb0d41af9b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360019 ms
Total Talk Time (AGENT): 122722 ms
Total Talk Time (CUSTOMER): 178241 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f3fbfd3a-2d75-4e0f-a00a-0bb0d41af9b4_20250417T14:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing fine, thank you so I have an insured on the line with policy number 202.
[CUSTOMER][NEUTRAL] 6809 Mr. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He was just calling because he's meeting with his attorney to do some estate planning and stuff this afternoon and just checking on his policies.
[CUSTOMER][NEUTRAL] And on this policy, the.
[CUSTOMER][NEUTRAL] Uh, beneficiary is showing as termed, but there's not a note regarding any of that.
[CUSTOMER][NEUTRAL] And he says that is that the person that should be the beneficiary on this policy.
[AGENT][NEUTRAL] OK, they just forgot to reinstate her when they reinstated the policy.
[AGENT][NEUTRAL] I've got it fixed.
[AGENT][NEUTRAL] Do you, you want to transfer him to me or does he need anything else?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, if you wanna just let him, well, if you just wanna let him know that that's been done because I wasn't able to tell.
[CUSTOMER][NEUTRAL] You know, why she was term to start with much less why.
[AGENT][NEUTRAL] It should be in notes, but that's fine.
[CUSTOMER][NEGATIVE] She wasn't reactivated.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] There's not, no, there's not. OK, [PII], what is that and then he may need for you to transfer him to UTBA.
[AGENT][NEUTRAL] Yeah, it was lapsed on the overdue report, but.
[CUSTOMER][NEUTRAL] For some additional questions or he may just uh
[AGENT][NEUTRAL] Um, yeah, you're transferring. What's his callback number?
[CUSTOMER][POSITIVE] OK, [PII], well thank you.
[AGENT][NEUTRAL] Uh good afternoon, uh, good morning. I'm sorry, this is.
[CUSTOMER][NEUTRAL] The same one that's in this system. Could I, um, 5 [PII] it's still.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] You're cutting out.
[CUSTOMER][NEUTRAL] Ah, OK. I don't know why. It's [PII], which is the one that's also in the um.
[AGENT][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In line, OK?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Uh, good morning, this is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Um, vertical breathing.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, it's one of those phone calls.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. [PII] transferred you to me because of the, the beneficiary on the policy. Uh, the beneficiary is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else that you need or?
[CUSTOMER][NEUTRAL] Uh, now, I had a, I had a question.
[AGENT][NEUTRAL] Sure. Go ahead.
[CUSTOMER][NEGATIVE] No, I had a couple of questions. Uh, when did that get changed and who changed it because it should have never changed.
[AGENT][NEUTRAL] It never changed. Um, it's, she's always been on there.
[CUSTOMER][NEUTRAL] OK, so, cause uh [PII] was telling me that I didn't have one.
[AGENT][NEUTRAL] Yeah. I'm not sure why she said that, but yeah, um, [PII] is showing on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Now, my next, my next question.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] If in anything that ever does happening, God forbid, you know, I want to live to be [PII] some odd years and see my grandchildren have kids.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would it be easier if my executor was the full beneficiary?
[AGENT][NEUTRAL] Uh, you, you put whoever you want to as the beneficiary, um.
[CUSTOMER][NEUTRAL] Yeah, I, I, I, I know that I'm talking about from a legal standpoint.
[AGENT][NEUTRAL] Yeah, I, I don't know about the legal standpoints or anything.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, so I, I should ask my lawyer then when I'm because I'm gonna be seeing her on uh next month uh towards the end of the month. I have an appointment.
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] Right and um you can also um list a contingent in case uh something happens to [PII] before you um I can get that paperwork sent to you if you wanna add that.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] So I, I, it has to be paid for work wise and sent back. I can send it back through email.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Uh, yes, uh-huh, but it does have to be notarized.
[CUSTOMER][NEUTRAL] That that's not a problem. I can have all that notarized.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so if you would send me that to the CMD email that's on file, that'd be wonderful also.
[AGENT][POSITIVE] Alright, I will get that right to you. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that, that was it.
[AGENT][POSITIVE] All right, well thank you for calling ATM. You have a wonderful day.
[AGENT][POSITIVE] And I'll get those forms right to you.
[CUSTOMER][NEUTRAL] Oh, I forgot one more thing.
[AGENT][NEUTRAL] Sure. Mhm.
[CUSTOMER][NEUTRAL] Uh, what, what is, what is, what is my payout on this?
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] That way I know when I call up pay for work how much.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Each child's gonna get.
[AGENT][NEUTRAL] OK, the, the payout is 50,000.
[CUSTOMER][NEUTRAL] It's only 50. I thought it was more. I thought it was 100.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, it's showing 50. Now, there's 50 if, if an extra 50 if there was an accidental death.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's just flat out 50 and it's if that dental, it's 100.
[AGENT][POSITIVE] Correct. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Not a problem. I just wanted to double check. Thank you very much, ma'am.
[AGENT][POSITIVE] All right. Well, thank you. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Goodbye.