AccountId: 011433970860
ContactId: fc190e84-8725-4ad9-bfe1-66aa01d49016
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405470 ms
Total Talk Time (AGENT): 147088 ms
Total Talk Time (CUSTOMER): 187519 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/fc190e84-8725-4ad9-bfe1-66aa01d49016_20250121T21:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] and I called a couple days ago or last Friday to report my husband [PII] had passed away and uh then uh they were looking and they didn't see where he changed me to the beneficiary, but I do have paperwork that you got that you got this, uh, so and I don't know who that was referred to I think her name was [PII] maybe I'm not sure she.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. Um, so, Ms. [PII], first off, I'm very sorry for your loss.
[CUSTOMER][NEUTRAL] Thank you, and she called me this morning that because they were looking at the information but I didn't.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so what I need to do, and you said that somebody from APL called you this morning because they weren't able to locate the information showing you as the beneficiary, is that correct?
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], what I need to do is to pull up um the, well, what is your callback number? Let's start there.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do. Let's see. 00 well, they couldn't find it says on my bill. I just paid 2002018, but they couldn't find it under that the other day. They had to go by the.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Say that number again.
[CUSTOMER][NEUTRAL] 2002018
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And there's also a reference number.
[AGENT][NEUTRAL] And is that the same number?
[CUSTOMER][NEUTRAL] No, it's 130245.
[AGENT][NEUTRAL] OK, so that first number is not correct. Um just.
[AGENT][NEUTRAL] OK, so the second number is gonna be the number that you get the 130245.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So first off, I will need to verify some information, Ms. [PII], for security. So, if you please verify again Mr. [PII]'s full name and his date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Mhm. Thank you and the whole mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Thank you. And then the phone number?
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, now that's the one you had given me. We do have a different phone number on file.
[AGENT][NEUTRAL] I don't know if this would have. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Yes, ma'am. So thank you very much for verifying all of that. So give me just one moment.
[AGENT][NEUTRAL] Um, to look at a few things, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I believe the lady that called you according to what I can see, her name is [PII] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, that
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, so give me, uh, let's see, let me see if she's available.
[CUSTOMER][NEUTRAL] She called me this morning and she said she was giving this to her supervisor because they did have information that [PII] had requested the forms to change the beneficiary after we were married um uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But uh they didn't see anything, you know, that they had gotten anything back. Well, I've got a letter from you guys saying you did get this and then they, and they sent me back this form where he had filled out the beneficiary change.
[CUSTOMER][NEUTRAL] Uh, but it looks like an original um to me I'm not sure but uh.
[CUSTOMER][NEUTRAL] It it might be a copy, but this came back to us and said attach it to your policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I do have a letter. All about this was dated in the letter is dated [PII], uh, from you guys saying imposed as your copy of the above caption form.
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] What's it, you said the letter was dated [PII].
[CUSTOMER][NEUTRAL] [PII]. Yeah, we were married in uh [PII] and this form that he filled out, he, it was dated [PII], and then it was recorded by the Home Office this [PII], and then this letter from you guys came the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I'm gonna do for you, Ms. [PII] is I'm gonna connect you over to [PII].
[CUSTOMER][POSITIVE] Good, thank you.
[AGENT][NEUTRAL] And I'll give her the policy number and everything, um, so you're not gonna have to reverify any information, OK?
[CUSTOMER][POSITIVE] Uh, all right, thank you.
[AGENT][POSITIVE] All right, well, you're certainly very welcome and is there anything else that I could help you with before I connect you?
[CUSTOMER][NEUTRAL] No, uh-huh.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL Ms [PII], and I hope that you have a nice evening.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am. One moment, please.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, somebody was calling me in between on the other phone and I was trying to get this one. Let me put this one on team call cause I guess that's the way it rings. Yeah, it was calling me while you was calling me. I, hey, yeah, yeah, you can put it through. I have it. OK.
[AGENT][POSITIVE] Oh goodness. Ah.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] OK. All right. Thank you so much and she's fully verified and I'm making my note now, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] All right, [PII]. Thank you. Bye-bye.
[CUSTOMER][NEGATIVE] You work. No.