AccountId: 011433970860
ContactId: 11d8cf1f-8e92-4dcd-8794-0f160214c974
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 752380 ms
Total Talk Time (AGENT): 100822 ms
Total Talk Time (CUSTOMER): 204970 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/11d8cf1f-8e92-4dcd-8794-0f160214c974_20250224T14:18_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, is this uh like life plans?
[AGENT][NEUTRAL] Um, we have many products. Um, I can check and see which one you have with us.
[CUSTOMER][NEUTRAL] No, so I'm calling with a funeral home. Uh, the, I have a policy and a policy number, but I didn't have a, there's no phone number, so I just googled on the internet y'all's number, but, uh, so I mean I'll make sure I'm with the right company, but I have a, um, a family that has a American public life insurance policy. Would that be y'all?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, we are American public life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need to see um.
[CUSTOMER][NEUTRAL] I guess maybe start a claim and see if this this insurance is good to go and everything looks OK on it.
[AGENT][NEUTRAL] OK. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, mm, I'm I'm calling off my cell phone, so my name's gonna be uh [PII], last name [PII]
[CUSTOMER][NEUTRAL] And um I'll give you my cell number which is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what's the name of the funeral home?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] In our home, [PII] in our home.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. And do you have a policy number or do you have, what information do you have that we can pull the policy? OK, go ahead.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yep, uh, so the policy number on this policy now it's an older policy, so, but this one is 1 L as in Lincoln 40295.
[AGENT][POSITIVE] Thank you. Let me see if I can find it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me try another way. One moment.
[AGENT][NEUTRAL] And what is the name of the?
[AGENT][NEUTRAL] The owner
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, it sounds like a really old policy. Let me try different ways of finding it, OK.
[AGENT][NEUTRAL] Do you know her address?
[CUSTOMER][NEUTRAL] Uh yes, let's see.
[CUSTOMER][NEUTRAL] It's going to be.
[CUSTOMER][NEUTRAL] Um, it should be a [PII].
[CUSTOMER][NEUTRAL] With her social help?
[AGENT][NEUTRAL] I think I found her. What's her date of birth?
[CUSTOMER][NEUTRAL] Oh shoot, and I'm calling off my cell phone because I ain't in the office yet. It's gonna be [PII].
[CUSTOMER][NEUTRAL] Am I right?
[CUSTOMER][POSITIVE] I'll I'll tell you for sure.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And I'm pulling it up, uh.
[CUSTOMER][NEUTRAL] Yeah, [PII], sorry.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, you know what, let me have that social.
[CUSTOMER][NEUTRAL] Alright, it is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Um, let me get Miss um, [PII] on the line so she can assist you with the information you're gonna need from the funeral home, OK? One moment.
[CUSTOMER][POSITIVE] Thank
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] So how you doing
[AGENT][POSITIVE] Hey I'm good how about you?
[CUSTOMER][NEUTRAL] All right, my, my headphone wasn't working. That's why I was had to unplug and plug it back in. OK, who, who is the person on the phone?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] It's fine.
[AGENT][NEUTRAL] OK, I got Mr. [PII], and he's from [PII] Funeral Home.
[CUSTOMER][NEUTRAL] OK, can, I know you, can you spell it again?
[AGENT][NEUTRAL] Mhm. Yeah, yes. It's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, funeral home, OK.
[AGENT][NEUTRAL] Mhm. Yeah, and the callback number, let me give it to you.
[CUSTOMER][NEUTRAL] OK. And it's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And what was her last name is?
[AGENT][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] Can you spell it?
[AGENT][NEUTRAL] Oh, I'm not sure if I got it correctly, but it's like, yeah.
[CUSTOMER][POSITIVE] Oh, that's all right. That's all right. I call him Mr. [PII]. I call him Mr. [PII]. OK, thanks. All right.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] You're welcome. Here he comes. Have a good day.
[CUSTOMER][NEUTRAL] All right, uh. Hello, Mr. [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm in the claims department and you're calling in reference to a life policy on Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and she had passed away?
[CUSTOMER][POSITIVE] Yes ma'am, sure do.
[CUSTOMER][NEUTRAL] OK. What was the date of her death?
[CUSTOMER][NEUTRAL] Date of her death was.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, and give me one second to see, do we have a name beneficiary on file?
[CUSTOMER][NEUTRAL] The it should be the husband is what he told Mr. [PII].
[CUSTOMER][NEUTRAL] OK, let me look if they don't have it on the screen that tells you, so let me just go out here and pull the policy for to make sure.
[CUSTOMER][NEUTRAL] But anyway, you wanna know how what you need to do to file a client correct? That's what I need from you or to send to you, OK, OK, is they y'all don't he doing an assignment on it.
[CUSTOMER][POSITIVE] Yes ma'am. OK, first thing we're gonna need is.