[Music] let's join our insurance agent Steven Arnold Steven receives a visit from his client Mason Moses Mason realizes that he did not add a beneficiary for his recent issued life insurance policy and would like to do so Steph initiates the change by opening a case from the agent workspace he selects the category of individual life services and selects the service type of ad change beneficiary he then enters in the required information such as contact information and the insurance policy and a description of the change upon saving a Playbook is launched and the Playbook outlines all of the steps necessary to initiate and submit this case the first step is adding the beneficiary Mason has decided to add his spouse Tiffany that's his full beneficiary for this policy he will allocate 100% to her and we will add her contact information upon saving this it will take us to the next step in the Playbook once we Mark that it's complete it will require us to add a contingent beneficiary Mason has determined that his daughter Emma will be his contingent beneficiary a contingent beneficiary is there in case at the time of frame the original beneficiary is no longer available to receive the funds available under the policy we also have to add in the required contact information as Most states require that you have sufficient information to reach the beneficiary at time of loss to avoid unclaimed money situations we do see that that information has been added we mark this as complete and we are now able to submit this case upon submitting this case there will be a need for processor review once we meet our processor we see that he has many open activities in his workspace he will review the change being made which is adding Tiffany Moses as the beneficiary and adding Emma as the contingent beneficiary now he can reject this or approve it in this case we will approve it but if he had chosen to reject there are several reasons here he could have selected upon approving this request it will then move into fulfillment at fulfillment the information is updated in the system of record and as the final stage of fulfillment new policy documentation is created and is mailed out to the policy holder once that is done the task is complete