AccountId: 011433970860
ContactId: faf92e9d-e408-4395-9dd1-e5a1644e64e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235990 ms
Total Talk Time (AGENT): 157600 ms
Total Talk Time (CUSTOMER): 54141 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/faf92e9d-e408-4395-9dd1-e5a1644e64e5_20250220T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, I need to update my beneficiary.
[AGENT][NEUTRAL] OK, sir, can I have your policy number and I can assist you with that.
[CUSTOMER][NEUTRAL] OK it's uh 1172623.
[AGENT][POSITIVE] Thank you. Give me just a moment. I'll pull your information up and we'll do a quick verification.
[AGENT][NEUTRAL] And about getting that but what we need to do about getting your beneficiary updated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and may I have your name please, sir?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] Thank you, sir. And Mr. [PII], can we verify your date of birth and then your address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and the last bit of information, can we verify your phone number and then your email address please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You and the email is the last thing.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] Wonderful. Everything looks good. Let's see what we have here. OK, this is your uh your, your.
[AGENT][NEUTRAL] Life policy. I'm sorry, I just got stuck on the word for some reason it wouldn't come out, um, so this is for your life policy. Alright, so what we'll need to do is, uh, we can email you the, um, beneficiary change form or Mr. [PII], I will say you can also we have it just online on our website if you have access to that and you can just print that same right on off.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] But otherwise, we'll be happy to either mail it to you or email it to you. It's just up to you.
[CUSTOMER][NEUTRAL] Uh, yeah, uh, email it to me would be fine.
[AGENT][NEUTRAL] OK, so we will get that email to you today at the email that you and I just verified and once it's complete, um, I will tell you it's faster to get anything done if you will either fax it back to us or email it to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][MIXED] And uh but you're certainly welcome to, to mail it, but it will, it, it just takes so much longer, you, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's, that's kind of back in the stone age we don't do that anymore.
[AGENT][NEUTRAL] It just takes a while. That's just, you know, but anyway, yes, and plus if you email somebody you have someone to correspond with.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And they'll let you know that your information was received and when I email this to you I will uh provide you with that email address it's for our care team department they handle this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what department?
[AGENT][NEUTRAL] [PII], and I'll provide you with their email, OK?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that sounds good.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, so Mr. [PII], I'll get that out to you in just a few minutes. Um, is there anything else we can assist you with at this time?
[CUSTOMER][NEUTRAL] Uh, not that I know of, no.
[AGENT][POSITIVE] Alright, well, thank you, sir, for calling APL. Be looking for that email from [PII], and Mr. [PII], you have a wonderful day, sir.
[CUSTOMER][POSITIVE] OK, you too. Thank you very much.
[AGENT][POSITIVE] Thank you. Bye-bye.