AccountId: 011433970860
ContactId: 04aa1d31-f365-4e88-8ead-33b1ac49aaf4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 597510 ms
Total Talk Time (AGENT): 120527 ms
Total Talk Time (CUSTOMER): 130478 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/04aa1d31-f365-4e88-8ead-33b1ac49aaf4_20250224T21:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life this is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Ms. [PII], my name is [PII]
[AGENT][NEUTRAL] Hi [PII] and how can I help you?
[CUSTOMER][NEUTRAL] And I'm with the funeral home. Hey, I'm with the funeral home. I, uh, I talked to Ms. [PII] this morning. I, um, I faxed over my assignment. I need to get some verification on the benefits please so we can get this going.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, absolutely. uh, what is the policy number?
[CUSTOMER][NEUTRAL] Uh yes ma'am, it's going to be 00153472.
[AGENT][NEUTRAL] OK, give me one second, OK?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, I faxed it over, I would say about 25-30 30 minutes ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do you think it'll make it easier if we maybe rearrange, not a lot, but until we put all the like bags under there on that shelf or something.
[CUSTOMER][NEUTRAL] Just throw it.
[CUSTOMER][NEUTRAL] Go up there and call.
[AGENT][NEUTRAL] OK, I'm gonna place you on hold so I can look for that fax, OK?
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh she's
[AGENT][NEUTRAL] I don't even know where to look.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey love how are you?
[AGENT][POSITIVE] Oh, I'm hanging in there, living the dream, you know.
[AGENT][NEUTRAL] I have Hunter from the funeral home. He says he faxed over the um.
[AGENT][NEUTRAL] Assignment of benefit form.
[AGENT][NEUTRAL] Is there any way that y'all can see if y'all received it or because I have no I don't know where to look for it.
[AGENT][NEUTRAL] Oh, OK, that's fair, that's fair.
[AGENT][NEUTRAL] No, I looked, uh, it's not there. He said he just did it like 15-20 minutes ago.
[AGENT][NEUTRAL] I don't think so either.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Great, because he's like, let's see if we can get this started. I was like, oh hey, calm down, calm down.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] And the person just died on Friday, you know, I mean.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh she said she was gonna start the death claim but she was waiting on the the forms.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, I, it's the email that she sent, yeah, mhm.
[AGENT][NEUTRAL] Me neither, me neither.
[AGENT][NEUTRAL] OK, I'm just gonna tell him we have we can't see the fax yet because it has been loaded into the system you're gonna have to give us until yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, no, you're good thank you uh huh bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Where is he? OK.
[AGENT][NEUTRAL] Hello [PII]?
[CUSTOMER][NEUTRAL] Hey, yes ma'am.
[AGENT][NEUTRAL] Hey, no problem, sorry for that, um, we cannot see the fax yet, um, not saying it's not here, it just hasn't been loaded into the system, so you may have to give us until tomorrow morning to be able to see it.
[CUSTOMER][NEUTRAL] OK, thanks hey, I'll tell you what, so, so see if you can answer this for me. So the, OK, on that policy, the so the the family's visitation just started.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Technically we're not, we're not supposed to do anything for him unless we verify everything which I that's why I just sent it a while ago I finally got that when the husband showed up I got him to sign that assignment, but um.
[CUSTOMER][NEUTRAL] So is there any way, so like the the the families, they have some money they have.
[CUSTOMER][NEUTRAL] So like the funeral bill is like 9000 I'm sorry, the funeral bill is 12,000 that policy I had, I'm looking at the policy like it had the 9942. There, there's there's like 10 people trying to put money together for the remaining balance for the 12,000.
[CUSTOMER][NEUTRAL] Is there any way if I that 9942, once they reach that limit, is there any way you can tell me yes or no they're OK to stop raising money for the balance after the 9942?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I 9942, I mean.
[CUSTOMER][NEUTRAL] Like just a yes or.
[AGENT][NEUTRAL] I, I don't, I don't wanna tell you something wrong.
[CUSTOMER][NEUTRAL] Yes, they should
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I don't know.
[CUSTOMER][NEGATIVE] Um, because the funerals tomorrow morning. That's why they're, they're trying to get this paid because if they can, we, we couldn't do the service for them.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, um, let me see.
[CUSTOMER][NEUTRAL] So like I'm looking at on like so if we said the funeral bill was for 9942 if they can have the funeral if you you know you can just yeah they can have the funeral no they cannot.
[AGENT][NEUTRAL] I, I can't unfortunately I can't tell you. I, I can't say I don't, I'm not in that area, so, uh, let me see if I can get somebody to call you back on it and and at least help you out there, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, please if you don't mind yeah alright thank you so much bye bye.
[AGENT][NEUTRAL] OK, no problem, uh huh bye bye.