AccountId: 011433970860
ContactId: fbccf6d8-ce4b-40f8-9b0d-523395bf7c56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323350 ms
Total Talk Time (AGENT): 134028 ms
Total Talk Time (CUSTOMER): 114401 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/fbccf6d8-ce4b-40f8-9b0d-523395bf7c56_20250306T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII]. Um, my husband and I have had a life policy with you guys, I guess you probably going on 34 years, something like that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We have never uh received a copy of either of our policies or certificate of insurance.
[AGENT][NEUTRAL] OK, we could take a look at that and see if I can get that uh policy certificate sent to you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh yes ma'am [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, ma'am, I don't.
[AGENT][NEUTRAL] OK, um, I could start using your social.
[CUSTOMER][NEUTRAL] OK, um, his social is [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what was his name? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, [PII], just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file. Uh, looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that information, [PII]. Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I believe as this policy is through Universal trucking, uh, bear with me just a moment. I'm gonna see if that's going to be on their end if that's something they need to send you or if that's something I'm able to send you bear with me just a moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so I do have access to this policy certificate. Um, I can mail a paper copy uh and then I can also email um or I could do both if you prefer.
[CUSTOMER][POSITIVE] Um, if you could just email it to me would be great.
[AGENT][NEUTRAL] Sure, OK, alrighty, I'm just gonna send it to that Gmail that we have on file. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I'm sorry, uh, have we ever listed beneficiaries?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] It should be, it should be each other.
[AGENT][NEUTRAL] Yeah, I've got for this policy that I'm on um I have you as the beneficiary.
[CUSTOMER][NEUTRAL] For him.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, what about, what about on my policy? Can you see my policy? It should be him. We just wanna make sure all that because we're getting ready to, what we're doing here is we're getting ready to do our will.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Oh sure, yeah, making sure everything's all squared away.
[CUSTOMER][NEUTRAL] And we're, yeah, yeah, we're trying to get, yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] Yes, I understand. Um, let me try to find yours, [PII]. What was your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Well, I don't see you list. I think you're covered under the same policy, [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm kind of, uh, my, my agent told me uh at UTBA that I was kind of like a piggyback rider or something. I was on there, but
[AGENT][NEUTRAL] Yes, I'm not showing that you have an individual policy, so it looks like you're both covered under this policy, but you are the only one listed as a beneficiary.
[CUSTOMER][NEUTRAL] OK, but my question is, if something happens to me, am I, am I covered?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, you're active under this policy, um, and let me get it actually pulled up here. Yeah, so you're listed, you're active and then you're also um as a beneficiary as well.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure that I've got something on me in case something happens to me, you know, he don't have.
[AGENT][NEUTRAL] Yes, um, and per the policy, it does say covered insured is [PII] covered spouse, uh, [PII].
[CUSTOMER][NEUTRAL] OK. If you could email and mail it to me, that would be great. That way, if one don't, one don't get to me, the other one will, hopefully.
[AGENT][POSITIVE] Sure, yeah, absolutely.
[AGENT][POSITIVE] Absolutely, yes ma'am. I will get those sent to you um was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. I'm good. Thank you.
[AGENT][POSITIVE] Alright, of course, thanks for calling API. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yes, ma'am you too as well bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.