AccountId: 011433970860
ContactId: 0d4678a1-46a0-4a93-8464-df2f86eac798
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 604900 ms
Total Talk Time (AGENT): 295708 ms
Total Talk Time (CUSTOMER): 197606 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/0d4678a1-46a0-4a93-8464-df2f86eac798_20250113T20:44_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, yes, I'm, I'm, I can barely hear you.
[AGENT][NEUTRAL] I'm sorry, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Are we, are we?
[CUSTOMER][NEGATIVE] Are we on speaker because it's very [PII].
[AGENT][NEUTRAL] Uh, no, it's not a speaker, it's a headset. I can move to a speaker if you prefer.
[CUSTOMER][NEUTRAL] Oh no, I just, I hear what you're [PII]. OK, so my mother's name is [PII]. Um, she passed away a few weeks ago, and I'm just going through her bills and I came across one from you guys, the American Public Life. I don't know what this is.
[AGENT][NEUTRAL] Oh, OK, yeah, we're an insurance company. Um, I can, I can look into.
[AGENT][NEUTRAL] Um, into your mother and see if we have a policy on her that's active.
[CUSTOMER][NEUTRAL] OK, what kind of insurance policy?
[AGENT][NEUTRAL] Uh, we sell a lot, gap insurance, short-term disability, dental, hospital indemnity, life insurance, like so many different ones.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well I have no idea. I'm just trying to go through her paperwork to make sure I don't leave anything out, so I have her policy number if you need that.
[AGENT][NEUTRAL] Oh, yes.
[AGENT][POSITIVE] Yeah, I'd love that if you have it.
[CUSTOMER][NEUTRAL] It's 9
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. 9 C as in cat, 08064.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And there's a reference number.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] 88963
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um your mom's first and last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] Sorry, one second.
[AGENT][NEUTRAL] And that was 9, C like cat, 80864?
[CUSTOMER][NEUTRAL] 08064.
[AGENT][NEUTRAL] 080. I'm so sorry.
[CUSTOMER][NEUTRAL] And there's also a reference number if you need that.
[AGENT][POSITIVE] No, I was able to find it with that, that first one, but thank you so much. I appreciate you. Um, and I'm so sorry. Yes, uh, what was your mother's date of birth again?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and height.
[AGENT][NEUTRAL] All right. It does look like your mom still has this policy with us and it's active. It's a cancer policy.
[CUSTOMER][NEUTRAL] OK. So she died from mesothelioma, breast cancer. So what does, does it pay anything for that or was it just for like treatments or?
[CUSTOMER][NEUTRAL] What is this policy for for?
[AGENT][NEUTRAL] Yeah, absolutely. So, unfortunately, I can't really discuss the policy details with you because you're not on the policy, but if we can get some information, um, as far as like
[AGENT][NEUTRAL] You know her death certificate and her next of kin, um, we would be able to talk to you about the policy details just at the moment unfortunately I can't.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] OK, I have been closing out a bunch of her stuff today.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I am her only daughter.
[CUSTOMER][NEUTRAL] And I am the executor exec whatever you call that executor of her state. I do have a the we did the mandate um for general stuff and health care her for all of her stuff.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The other, the other uh companies that I've been through, they were able to look up the obituary from the funeral home and accept that as her, uh, death certificate.
[CUSTOMER][NEUTRAL] Could you, do you have the means to do that? I mean, I can give you my information.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a will that list me in there. I also have the will.
[AGENT][NEUTRAL] Yeah, so um what I can do is let me actually because unfortunately I don't process that information let me get you in touch with the department that does and they'll be able to let you know exactly what information they need on their side, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, and I'm so sorry, may I have your first name again, please?
[CUSTOMER][NEUTRAL] [PII] and my last name is [PII]
[AGENT][NEUTRAL] OK. And did you say it was [PII]?
[CUSTOMER][NEUTRAL] [PII] with a [PII]
[AGENT][POSITIVE] [PII], that makes sense. OK. Yes, Miss [PII], thank you so much. I'm gonna put you on a brief hold. I will be right back with you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with the care team. How you doing today?
[CUSTOMER][POSITIVE] I'm good. How are you doing?
[AGENT][POSITIVE] Hey, I'm doing so good. Um, I've got a Miss [PII] on the line. She's very sweet, but she is um trying to close everything out for her mother's passing and found a policy with us, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't really know what we need, so I wanted to transfer her to you. She said that the other company she's called, they've been able to use the obituary, um, but I thought we needed a death certificate and that we would need um information showing that she was able to receive information on the policy because she wants like benefit details because her mom died of cancer. Sorry, I just gave you so much information. I have the policy number if you need it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yes. And to let you know, you, I'm sorry, you are right, we do need the death certificate. I'm just saying, you know, but go ahead.
[AGENT][NEUTRAL] It is 880 yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, policy number is 88963.
[CUSTOMER][NEUTRAL] Oh, that's old.
[AGENT][NEUTRAL] Um, it's so long, yeah. Um, and
[AGENT][NEUTRAL] Her mom actually did die of cancer, so she is, I mean, because I told her it was a cancer policy and it was still active, but that's all the information I gave on it, um, so she is wanting to, I'm assuming she'll want to make a claim and learn about the benefits, um, but I told her we would need like paperwork giving us permission to give her information on the policy, but I don't know like I know, I know sometimes it's kind of like.
[CUSTOMER][NEGATIVE] Mhm. Yes. With her being passed away, uh, it's such a sticky situation to me, you know.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It's such a sticky and I know and some people are like, OK, well, you know, you can submit this information to us and we'll pay anything out but we need, you know, next of kinship, so there's payments that can be made like I just don't know what to tell her and I don't want to be in the wrong, um.
[CUSTOMER][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] So I am really sorry because I, I am not trying to put that on you but I told her I couldn't give her any information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Yes, no, not a problem at all. I just want you to know you were right about that death certificate, um, you know.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] So, OK, yeah, uh, what's her name?
[AGENT][NEUTRAL] Her name is [PII] and then [PII] is her mom, and then I think that the uh the date of birth is wrong because I had to verify and the month and date didn't match just the birth year, but I noticed some of those older policies sometimes they are kind of wrong.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, a lot of times they'll use the effective date too for their birthday on these older ones, yes.
[AGENT][NEUTRAL] Oh, that makes sense.
[AGENT][POSITIVE] Perfect. Well, um, and then the number she's calling from is her callback number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. OK.
[AGENT][POSITIVE] Hey, it's my pleasure, Miss [PII]. I'm gonna introduce you when we join, um, and then I really appreciate you. That's it. You're the best.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, yeah.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] I am, yes.
[AGENT][POSITIVE] Hey, I greatly appreciate your patience. I have Miss [PII] on the line. She's with our customer service team and she's gonna be able to talk you through these next steps and what we're gonna need to help um get everything closed out, OK? And then just to get you the information you need as far as maybe submitting a claim, right?
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][POSITIVE] OK, thank you. Thank you.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for calling APL. It was a pleasure talking to you today.
[CUSTOMER][NEUTRAL] Hi