AccountId: 011433970860
ContactId: 0a82fd05-5ce5-49ac-9f4a-483a84102288
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323079 ms
Total Talk Time (AGENT): 232475 ms
Total Talk Time (CUSTOMER): 95507 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/0a82fd05-5ce5-49ac-9f4a-483a84102288_20250617T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, and I, this is [PII] returning your call.
[AGENT][NEUTRAL] Thank you, Ms. [PII] for calling me back. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me get your paperwork up because I haven't already got it down. Let me go to the other side here. The reason I was calling is because on the reference to Mrs. [PII], I believe that's the insured, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh-huh, my mother.
[AGENT][NEUTRAL] Uh, yes, your mother. We received the death certificate and your life claim form and the beneficiary, primary beneficiary, uh.
[AGENT][NEUTRAL] Death certificate, but when I spoke with someone from the funeral home, they said that you had done an assignment.
[AGENT][NEUTRAL] I was trying to see what you still doing the assignment because we didn't get no assignment paperwork.
[CUSTOMER][NEGATIVE] You didn't get anything from them.
[AGENT][NEUTRAL] Not yet, and the lady that I need to speak to Ms. [PII], she's out of the office today but she'll be back in tomorrow and I left a message for her to call, uh, so that's why I was trying to just double check, you know, get you do an assignment.
[CUSTOMER][NEUTRAL] Yeah, they're supposed to take care of all that and then then they've not been really following mm.
[AGENT][NEUTRAL] Oh, they, they will, they.
[AGENT][NEUTRAL] OK, they would, as long as I know they did an assign you did an assignment, I will make sure I follow up with them, and she won't be back in the office until tomorrow though.
[CUSTOMER][NEUTRAL] OK, and it's gonna delay payout for how much longer do you think?
[AGENT][NEUTRAL] I can tell you we need to if you didn't assignment I need to get that assignment letter in here because you signed that benefit whatever benefit amount you sign over to them, you know we would have to process it and pay it to them and if any balance is left then it would be paid to you but uh I like to say when I spoke.
[CUSTOMER][NEUTRAL] Yes ma'am, it's like $7100 and something to them.
[AGENT][NEUTRAL] OK, well, I, I haven't gotten anything, you know, to show the, the assignment, but, uh, hopefully she the first thing tomorrow I give her a call. I give her a chance to get in the office and give me a call, and if she haven't called by a couple hours when I work tomorrow, then I would try to get her again but the representative that I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would they have faxed that to you or would they mail that to you?
[AGENT][NEGATIVE] However they send it, we, we accept by mail or fax, and as of today, we haven't gotten anything uh from them, the assignment letter.
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][NEUTRAL] Yeah, I knew when I called and checked out, they said you had and that's when they asked me could I go ahead and send in a death certificate. I told the lady I could, um, and I would check with them and I left a message and they never called me back. So that's because the the death certificate I sent in to y'all. Um, OK, well, um, well, once you get them taken care of now, do you have my information to do a direct deposit or do you do a check or what would you do?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We don't do, we don't do direct deposit on life policy. It's gonna be mailed to the address that you filled out on the claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you verify that address with me, please?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me go back over and see what you put on your client form. Give me one second.
[CUSTOMER][POSITIVE] Uh, thank you. I appreciate it.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] So you got sinus issues going on today.
[AGENT][NEUTRAL] Yes, the whole, uh, a whole week I've been having, uh, been trying to get it taken care of.
[AGENT][NEGATIVE] And last week I was really terrible. I couldn't.
[CUSTOMER][NEUTRAL] Sometimes it gets the whole hotel, you just want to hold on, don't it?
[AGENT][NEUTRAL] Yeah, and I said, I thank [PII] I had took the RSV shot or it could have been worse than that.
[CUSTOMER][NEUTRAL] Yeah. My daughter's got laryngitis right now. She's had it about 3 weeks. She just can't shake it for nothing. And her baby's had the hand, foot and mouth, so it's just one thing after the other.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, I'm, I'm just.
[AGENT][POSITIVE] Oh my goodness. Oh my goodness. Well, I'm trying to shake mine. That's what I'm trying to do. I'm trying to shake my hand. I'm gonna pull up that client phone that you submitted so I can.
[AGENT][NEUTRAL] Make sure we got what address you got on it.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] I just send it in here.
[AGENT][NEUTRAL] Um, it's coming up.
[AGENT][NEUTRAL] The address that you wrote on the claim form was 25, is that 39 or 89?
[CUSTOMER][NEUTRAL] 89
[AGENT][NEUTRAL] OK, I'll make sure I make that an 8, you know, verify the 8. So it's [PII]. Yes, ma'am, that's what we got.
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Uh, you probably got your address.
[CUSTOMER][NEUTRAL] Well, I'm glad we checked it this is my 8 looks like a 3, but yeah, it's an 8, [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh-huh, yeah, [PII], yeah, we're gonna make sure it's 89, uh-huh, it's me. But anyway, yeah, I so what I would do is try to make sure I, uh, you know, get with them tomorrow hopefully they'll call me, but they don't call me in a couple of hours. I'll try to, you know, call a few home again, but I was just trying to verify you did do an assignment.
[CUSTOMER][POSITIVE] OK, well, I appreciate it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, ma'am. All right. Well, thank you. All right. Bye-bye. You have a blessed day. I hope you feel better.
[AGENT][POSITIVE] All right, thank you, Ms. [PII], for calling us back. OK, thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mm.