AccountId: 011433970860
ContactId: 11ccda2f-eb4b-47ba-8d96-51f33d0640ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321119 ms
Total Talk Time (AGENT): 210406 ms
Total Talk Time (CUSTOMER): 86319 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/11ccda2f-eb4b-47ba-8d96-51f33d0640ca_20250102T21:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, this is [PII] calling you back. You left me a message to return your car for, um, [PII], mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I was hoping to have been able to call you back earlier. I am so sorry, um, but a couple of things I wanted, I needed to ask you on your husband's policy, um, it needs to be paid for October, November and December. Now I did find out that they can hold that from the benefit when they pay it out to you if you want that or we can go ahead and do the bank draft, um.
[AGENT][NEUTRAL] So either way that you prefer, we can do that, but I just wanted to see what, what you would want.
[CUSTOMER][NEUTRAL] Um, so if they hold out those payments, how much would that be from the?
[AGENT][NEUTRAL] Let me see, it's 3225 a month.
[CUSTOMER][NEUTRAL] Be
[AGENT][NEUTRAL] Um, so $96.75 for the 3 months.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That sounds like a plan and then how, how um what's the time frame for the.
[CUSTOMER][NEUTRAL] Benefits to be mailed out or.
[AGENT][NEUTRAL] Um, now, this morning, did [PII] let you know to send us in a death certificate?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, after we receive that, usually within 2 to 3 weeks it gets, it would get paid out um.
[AGENT][NEUTRAL] Uh, you know, usually it's pretty quick. I don't wanna say any sooner than that, but 2 or 3 weeks.
[AGENT][NEUTRAL] Um, it will be paid to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, she told me I would need the claim form and I'm sorry but um I think she may have missed something on the email address because I haven't received that claim form yet um and then.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It said the death certificate and the original policy.
[AGENT][NEUTRAL] Right, right. Um, do you have that policy?
[CUSTOMER][NEUTRAL] I, I, I'm not looking at it at this at this time, but I, I think it's in storage. I'm gonna have to try to get some money to pay off the storage so I can get it out of storage.
[AGENT][NEUTRAL] OK, yes ma'am, and let me get your email and I can send that claim form to you.
[CUSTOMER][NEUTRAL] OK, um, you, when you're ready.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Um, now you said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I'll get that sent back to you.
[AGENT][NEUTRAL] Um, and also, uh, you do have a policy on yourself. I didn't, you were not on the same policy as your husband, and I did not realize that you had a separate policy, but you do. And so,
[AGENT][NEUTRAL] I need to ask you a couple of questions about that if you don't mind.
[AGENT][NEUTRAL] Um, because when he took his out, he, you know, he, you also have one on you, um, but it is listed separately, but I'm pulling that up right now. I'm sorry, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But it shows that he is the owner of the policy, so I need to send you some paperwork to fill out so that we can change ownership to you and we will also need that bank draft filled out again and signed by you, um, so that we can put that on your policy and I can go ahead and reactivate your policy and it can draft from that account but we do need the updated one, you know, signed by you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the ownership paperwork for yours, but I can email that to you also if that's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'll be fine, yes.
[AGENT][NEUTRAL] OK, and I'll send a separate email for the claim form and then a separate email for what we're needing on your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That sounds like a plan.
[AGENT][NEUTRAL] OK, yes ma'am, and I will let our claims department know to withhold that premium from the benefit when it gets paid out and we will not draft for his policy.
[CUSTOMER][NEUTRAL] OK, are you able to tell me the amount of benefits would be once all of that is completed?
[AGENT][NEUTRAL] Um, now, I'm, it does show that the benefit was 25,000, but, um, I, I, I don't know exactly. I really don't, I'm sorry. um, now I can let you speak to some of our benefits claims department and they may tell you a little bit better.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's OK. I, I can, I can just um get this process started first.
[AGENT][NEUTRAL] OK. Yes, ma'am. Yes ma'am.
[AGENT][POSITIVE] Well, I will get all of this to you in just a few minutes.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.