AccountId: 011433970860
ContactId: 07f6b2da-6593-4033-8551-c26cdbdd3fb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254720 ms
Total Talk Time (AGENT): 37091 ms
Total Talk Time (CUSTOMER): 168413 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/07f6b2da-6593-4033-8551-c26cdbdd3fb5_20250617T17:12_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], this, I'm sorry, this is [PII]. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I am good thanks. I am calling my dad recently passed away and um someone sent me a um form yesterday to print off and fill out and then I'm gonna go back and type it in and then print it out and sign it and have it notarized and a copy of the.
[CUSTOMER][NEUTRAL] Death certificate and fax it to you guys but I just had a couple of questions um can you get to that form with me the loss of life claims.
[AGENT][NEUTRAL] Uh, yes, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got that pulled up.
[CUSTOMER][NEUTRAL] OK and um and I guess I need you to um I guess look at his policy um as well while we're doing this um the policy number for him is 00426975.
[AGENT][NEUTRAL] OK. And what was his first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have his date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and then um I've got that pulled up.
[CUSTOMER][NEUTRAL] OK, do you, I'm his daughter [PII], and I'm not sure some of our bank stuff through the years, but I guess because they opened my savings account so early it had like my true middle initial and then some of it um had my.
[CUSTOMER][NEUTRAL] Maiden, um, initial like [PII] How does he have me listed on there? Should I put, I've got [PII], but I didn't know if he had my middle name like [PII] or if it's [PII]
[AGENT][NEUTRAL] Um, he didn't have
[CUSTOMER][NEUTRAL] To fill out this paper.
[AGENT][NEUTRAL] Yeah, he didn't have a middle name. He just, we had your last name is [PII].
[CUSTOMER][NEUTRAL] OK, so I guess my middle initial I'll just put [PII] is that OK with y'all with, I mean, I just don't want anything, OK, to, um, let's see, and of course [PII].
[AGENT][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Let's see. Um, so relationship just put daughter there, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And um this is it, the um.
[CUSTOMER][NEUTRAL] About next of kin, do I have to fill that out or I do not?
[AGENT][NEUTRAL] Um, no, uh, you shouldn't need to. There was a named beneficiary, so it should be fine.
[CUSTOMER][NEUTRAL] OK, um, OK, and I did not see the original, um, policy, is that OK? And then just, uh, check mark section D.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, and obviously there was nothing left in his name, so hit uh check no for the um about the estate, correct? And
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And I guess just sign it and the date and then the notary will do the rest at the very bottom and that's it.
[AGENT][NEUTRAL] Yes, that's correct. And then once we receive that, we can start processing any claim.
[CUSTOMER][POSITIVE] OK, OK, I just wanted to make sure about the middle initials so um and make sure we were on the same page with that, but I appreciate it so much then.
[AGENT][POSITIVE] OK, well, thank you for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] OK, thank you. You too. Bye-bye.