AccountId: 011433970860
ContactId: 0e93c9a3-a4d7-44d6-b719-315fea967b52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424820 ms
Total Talk Time (AGENT): 185634 ms
Total Talk Time (CUSTOMER): 166922 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/0e93c9a3-a4d7-44d6-b719-315fea967b52_20250114T21:37_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] Hi [PII]. I'm here with my son [PII] and I'm helping him through a claim. Hi, how are you?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] Good.
[AGENT][POSITIVE] I can um do my best to help you out today. What, what are we looking at?
[CUSTOMER][NEUTRAL] Um, my, his aunt, he's the beneficiary on his aunt's policy who passed away of cancer. And from my understanding that he can file a claim for that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you have that policy number handy?
[CUSTOMER][NEUTRAL] I don't, but we have her social security number and her birth date, um.
[AGENT][NEUTRAL] Alright, let me see and then what is that social security number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Sorry, let me look into something for you real quick.
[AGENT][NEUTRAL] So I do show that her policy with us is no longer active, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you know if somebody's already sent in her death certificate to report loss of life?
[CUSTOMER][NEUTRAL] No, they haven't.
[AGENT][NEUTRAL] OK, it looks like her policy became inactive with us in September of last year.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right. Would her death wouldn't her deaf part still be still be active?
[AGENT][NEUTRAL] Did she, I'm so sorry, did she pass after September of last year?
[CUSTOMER][NEUTRAL] No, she passed um in August.
[AGENT][NEUTRAL] In August, so then it likely would have still been active, yes, let me, I'm so sorry.
[CUSTOMER][NEUTRAL] Yes, it would still, yeah, it would still be uh yeah that's.
[AGENT][NEUTRAL] Um, let me go back to this.
[AGENT][NEUTRAL] OK, so we're gonna need some information um but I actually I'm gonna need to get you to another department and they're gonna talk you through what information we need on our side and then how to go about those next steps, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes my pleasure. I'm gonna put you on a brief hold um and then I'm going to be able to get you in touch with the correct department, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] Hey, I'm doing wonderful. Um, I have a lady on the line and her son [PII], um, and from my understanding, [PII]'s supposed to be the beneficiary on his aunt's policy, and, um, she passed away and they're calling to like get next steps. Unfortunately, I don't see [PII]'s name listed on any of her three policies, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so I I just don't know. I'm not very familiar with the loss of life stuff um but they did say that they have not submitted anything yet to us so I just want to get them in touch with somebody to explain like next steps.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. Uh, what, what is one of the policy numbers?
[AGENT][NEUTRAL] Yes, so I'm looking at the cancer policy. It is 253-578-2.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] I don't even know like if I'm allowed to tell them like if she has any, even if she has any like loss of life benefits.
[CUSTOMER][NEUTRAL] Mm, no, we are not um allowed to discuss that unless they uh provide um any paperwork to us, um, or until we find that he is indeed a beneficiary, but it will take us a little bit of time while we research into documents, probably an application.
[AGENT][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, if we're not able to find anything, we would be trying or pretty much he would need to try to reach out to the employer. They probably have the initial records, so it, it will involve um the employer.
[AGENT][NEUTRAL] OK perfect um that is good to know. I will keep that in my memory if they're not listed on the account then we just do I just tell them like what I say like oh our legal team will get in touch and they'll go through those records with the employer is that like that how I would word it?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes, um, or we would be reaching out back to them, um, um, responding back if we were able to find anything or not. In the case not, they would have to reach out to the employer, um, but I can take the call and provide all the information. Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] I will, um, transfer them over to you, Miss [PII], and I'll I got [PII]'s name but I didn't get the lady's name, um, but I'll do my best to introduce you all.
[CUSTOMER][NEUTRAL] OK. Um, I've pulled up the policy and is it for Ms. [PII]?
[AGENT][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] All right, got it.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hello, are you all still there with me?
[CUSTOMER][POSITIVE] Yes, we're here.
[AGENT][POSITIVE] Hey there, so I have Miss [PII] on the line she's at our customer service department, um, and sh[PII] going to be able to go over those next steps with you all, OK?
[CUSTOMER][POSITIVE] OK thank you so much.
[AGENT][POSITIVE] Yes, it's my pleasure thank you all.
[CUSTOMER][POSITIVE] Hello, good afternoon. This is [PII] customer service.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] I was just advised um about that uh we are researching information about the beneficiaries under um y's mother policy. Is that correct?
[CUSTOMER][NEUTRAL] Sister-in-law.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I am so sorry for your loss. Um, I am trying to search um about who are the beneficiaries listed into the policy.