AccountId: 011433970860
ContactId: 119c3bd8-07ff-4aee-ac80-30e8b7440fb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386790 ms
Total Talk Time (AGENT): 125675 ms
Total Talk Time (CUSTOMER): 130967 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/119c3bd8-07ff-4aee-ac80-30e8b7440fb8_20250416T16:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling on a death claim. Am I in the right department?
[AGENT][NEUTRAL] I can help look at a claim. Yeah. Do you have a claim number or policy number?
[CUSTOMER][NEUTRAL] Um, no, I have a social security number and a group number and some other policy number that I don't know what it is.
[AGENT][NEUTRAL] OK, um, we can look it up by social if you wanna give me that, yeah.
[CUSTOMER][NEUTRAL] OK, I have a social of [PII].
[AGENT][NEUTRAL] OK, give me just a second here.
[AGENT][NEUTRAL] Alright, so let me search that and then if you don't mind, can I get your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And the policy, can you give me the name that it was under, please?
[CUSTOMER][NEUTRAL] [PII], the deceased name is [PII].
[CUSTOMER][NEUTRAL] I'll spell the last name. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, and then can you give me [PII] date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then the address we would have had on file for this.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let me see what I got.
[CUSTOMER][NEUTRAL] It's like [PII].
[CUSTOMER][POSITIVE] Mm let me make sure that's right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show a claim in progress and um that there was documentation submitted. It doesn't look like anything's been processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm trying to verify benefits so I can get the funeral home paid for funeral expenses.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there anyone that can help me with that?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do you have all the information from the group?
[AGENT][NEUTRAL] Are you calling?
[AGENT][NEUTRAL] Are you this, I'm sorry, are you calling from the funeral home or are you the spouse?
[CUSTOMER][NEUTRAL] No, we're the funding company, we're the third party for the funeral home.
[AGENT][NEUTRAL] OK, yeah, I don't know what information I would be permitted to release.
[CUSTOMER][NEUTRAL] Are you guys the record keeper for this group?
[CUSTOMER][NEUTRAL] Or is the group?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] The record keeper.
[AGENT][NEUTRAL] It would be the group.
[CUSTOMER][NEUTRAL] Alright, and have I have golf ventures is what they've given me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have on here AL like Al Copeland Investments.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I have a group number of does this match with what you guys have 221-717-1.
[AGENT][NEUTRAL] No, I have a 25579.
[CUSTOMER][NEUTRAL] Yeah, and they gave me some other number that has 400 and then 203.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 653-28.
[AGENT][NEUTRAL] I don't see that. I just see.
[AGENT][NEUTRAL] Uh, the 25579.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And that's for [PII]?
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEGATIVE] I don't know. I'm so confused with this claim.
[CUSTOMER][NEUTRAL] Um, but you do have an ask of claims started is what you're saying?
[AGENT][NEUTRAL] Yeah, yeah, there's one in progress. There's nothing has been done on it, it's just in progress.
[CUSTOMER][NEUTRAL] All right, um.
[CUSTOMER][NEUTRAL] I faxed over an assignment yesterday. Do you guys have that on file?
[AGENT][NEUTRAL] Our
[AGENT][NEUTRAL] Yeah, the, the date reported is showing yesterday, so anything that's sent to us as far as being processed or paid out is gonna take at least, you know, we usually advise 7 to 10 days.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, I do show you know information received and everything but there's not even been a claim number assigned to it or anything.
[CUSTOMER][NEUTRAL] Nothing yet.
[AGENT][NEUTRAL] Mm mm, not yet. Still too early.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, yeah, and the group probably hasn't sent over their portion of the stuff that needs to be.
[AGENT][NEUTRAL] Yeah, I don't see, I just see this, yeah, I just see this one thing, so.
[CUSTOMER][NEUTRAL] Reviewed by you guys.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Did you need me to check anything else for you, [PII]?
[CUSTOMER][NEUTRAL] OK, let me get back with them.
[CUSTOMER][POSITIVE] No, that's it thank you have a great day.
[AGENT][POSITIVE] You're welcome. You too.