AccountId: 011433970860
ContactId: fd16c3d7-2c55-457e-9716-2803df345a7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541440 ms
Total Talk Time (AGENT): 191924 ms
Total Talk Time (CUSTOMER): 277518 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/fd16c3d7-2c55-457e-9716-2803df345a7c_20250106T18:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, so this is [PII] from [PII]. We had, uh, sent some paperwork in to update our, uh, insurance policies.
[CUSTOMER][NEUTRAL] Uh, because we hadn't did it since beneficiaries.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my policy number is 00.
[CUSTOMER][NEUTRAL] 15
[CUSTOMER][NEUTRAL] 345 7.
[AGENT][NEUTRAL] Yeah, OK. May I have a phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And may I have your extension number in case I need to call back to you.
[AGENT][NEUTRAL] We don't have extensions. Um, you can ask for me. My name is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] So, all right, thank you.
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] But we had sent some paperwork in back in July.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when the uh the lady we had spoke to back then said once y'all get the paperwork then they would send us uh updated policy.
[CUSTOMER][NEGATIVE] And we never received them. This one of you received all our information.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. OK. Let me check on that. And um I need to verify some information for security. Um, may I have your date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] All right, let me look at the documents and see if we receive um the change of beneficiary.
[CUSTOMER][NEUTRAL] Because we never received our new updated policies yet we were just we're up in age and wanna make sure everything's correct in case something happens.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, it looks like the policy number is not gonna change. It's still gonna be the same. Um, if, uh, if there is any beneficiary change, then it's just gonna have uh that change, but the policy number will remain the same. Um, let's see. OK, so it looks like we did receive something on [PII]. Let me see what it says.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, like I said, we had mailed it on the [PII], the [PII], the [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And like I said, they, the woman we spoke with said they would send us a new updated policy.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The the policy something about it was so old.
[CUSTOMER][NEUTRAL] I wanna say maybe she even changed the num there was a number changed on it because the company was.
[CUSTOMER][NEUTRAL] No, that was done.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Or something to that sort. I'm not sure.
[AGENT][NEUTRAL] OK, um, let's see, looks like this.
[AGENT][NEUTRAL] And that is the last one here.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And it's also my wife [PII] too.
[AGENT][NEUTRAL] Mhm, yeah, I see her listed.
[AGENT][NEUTRAL] OK, let me go with um customer service and see what they need to do, OK? One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Spring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][POSITIVE] I am good. So how are you, honey?
[AGENT][NEGATIVE] Uh, I'm cold. I'm freezing.
[CUSTOMER][NEUTRAL] Yeah, my feet are a little cold too.
[AGENT][NEUTRAL] Uh, I, I know. Trying to keep warm, but it's not that easy.
[CUSTOMER][NEGATIVE] No, it's not, girl. No, it is not. Oh my genies. Oh Lord, have mercy. 00 yeah, you talking about it makes me cold.
[AGENT][NEUTRAL] I know.
[CUSTOMER][POSITIVE] Oh my gosh. I got.
[AGENT][NEUTRAL] Yeah. Well, I have, I have a member on the line that, um, well, he said that he spoke to somebody uh a couple of months ago and he was told that there was gonna be an update of his policy, it's a life policy.
[AGENT][NEUTRAL] And um he was supposed to receive some beneficiary change or a change of policy or something like that which I, I don't, I don't know. I see the note that [PII] put in, but the, the notes that [PII] put in is basically a refund um that was sent to them because of the youngest child being removed or something like that and
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So yeah, I'm not really sure well it looks like [PII] um we uploaded beneficiary. OK, so we do have that um but um that was the note from [PII] but I don't know about the change. I think they're expecting a new policy or something like that and I'm not sure about that.
[CUSTOMER][NEUTRAL] Oh my goodness, right, what's that policy number, so?
[AGENT][NEUTRAL] That is 153457.
[CUSTOMER][NEUTRAL] Donald to [PII].
[AGENT][NEUTRAL] Mhm, yes. [PII], mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] How, how do you tomorrow.
[AGENT][NEUTRAL] The Mari, the Mari, mhm.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] No change refund of premium receipt on expired rider or email from memory or a child writer. You find the difference that it continues.
[CUSTOMER][NEUTRAL] Beneficiary part notarized form.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, correct the date of birth and social I a phone number and insurance is requesting a review of job.
[CUSTOMER][NEUTRAL] OK, I'm like you. I just say, OK, so alright, put Mr. [PII] through and I will do my best to assist him.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and I did fully verify everything, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, sir. Have a good day.
[AGENT][POSITIVE] You're welcome. You too.
[CUSTOMER][NEGATIVE] Thank you, bye bye. They don't receive it.
[AGENT][POSITIVE] You're welcome. Bye. Thank you for holding and being patient for me, Mr. [PII]. I got Miss [PII] on the line. She's gonna assist you from here. She's in the customer service department.
[CUSTOMER][NEUTRAL] OK doke.
[AGENT][POSITIVE] OK, have a good day. You're welcome.
[CUSTOMER][POSITIVE] Thank you thank you so.
[CUSTOMER][POSITIVE] Good morning or good afternoon Mr. [PII]. How are you?
[CUSTOMER][POSITIVE] Oh, we're doing great. A little good, good, great. Yes sir, exactly little chilly over here in [PII] as well. So Mr. excuse me, so Mr. [PII] was telling me that you're calling today because you were supposed to receive an updated policy, is that correct?
[CUSTOMER][NEUTRAL] Yes, the last person we had spoke to with your, uh, one of your representatives.
[CUSTOMER][NEUTRAL] This was back in July we had.
[CUSTOMER][NEUTRAL] And uh they had sent us some paperwork to send back to y'all beneficiary because we wanted to change our beneficiaries to our daughters.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] He said that she would send us the paperwork, we send it back.
[CUSTOMER][NEUTRAL] And then y'all would send us an updated policy, new policy, OK, OK, and who is the who is the beneficiaries on your policy? Let's make sure it's correct.
[CUSTOMER][NEUTRAL] That we want to change it to? Yes, I just wanna make sure we got it updated for you. OK. OK, it's [PII] and [PII] [PII] and it'd be [PII] the primary.
[CUSTOMER][NEUTRAL] OK, so [PII] and [PII] are contingent and [PII] is primary. OK, that's what I'm seeing in our system. Wonderful. So I'm not sure if another policy got.