AccountId: 011433970860
ContactId: 256a69c8-1ed9-45ac-88f2-4aca30ff9b50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 524330 ms
Total Talk Time (AGENT): 272086 ms
Total Talk Time (CUSTOMER): 137527 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/256a69c8-1ed9-45ac-88f2-4aca30ff9b50_20250102T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, [PII]. My name is [PII], and I'm trying to, um, see what the process is to, um, claim benefits for my husband. He just he deceased, um, on the [PII] of this month, um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright Miss [PII] can I please get your call back number just in case our call is disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Thank you so much. And then what is um the policy number, please?
[CUSTOMER][NEUTRAL] Uh, the policy number is.
[CUSTOMER][NEUTRAL] Uh, if I can find that, I'm gonna just take.
[AGENT][POSITIVE] Yes, ma'am. Go ahead and take your time.
[CUSTOMER][NEUTRAL] Are you asked to use the um social security number?
[AGENT][POSITIVE] Yes, I can do that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull them up real quick and.
[AGENT][POSITIVE] I'm very sorry to hear about his passing.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK. Ms. [PII], I don't see that, um,
[AGENT][NEUTRAL] [PII], can you verify his date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I don't see that he has an active policy with us.
[CUSTOMER][NEUTRAL] Yes ma'am, he, he retired from the Lincoln Parish School Board and he set up.
[CUSTOMER][NEUTRAL] Set up automatic draft to continue um those uh payments coming out of his account.
[AGENT][NEUTRAL] OK, let me continue to look.
[AGENT][NEUTRAL] OK, so what I'm going to do is I'm gonna go ahead and transfer you now on over to the customer service department.
[AGENT][NEUTRAL] Because his policy, looking at his policy is not active at this moment, but I'm gonna go ahead and transfer you on over so that you can get the information that you need about the policy. I know that you'll have to send in the death certificate once you receive that, um, and that can be done by email even. Let me give you the email address that you can send that to.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's gonna be a brief hold while I transfer you on over to the customer service department so they can assist you further.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] You have a blessed rest of your day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, good morning, [PII]. This is [PII]. I've got um
[AGENT][NEUTRAL] Ms. [PII]'s on the phone. She is the spouse of the policyholder for 183-923-3 for [PII].
[AGENT][NEUTRAL] She's calling to get information on how to file a claim, but the policy is lapsed, but there is a note in.
[AGENT][NEUTRAL] And they're from [PII] where she was trying to get a hold of the insured to pay back premium, but the insured has passed away.
[AGENT][NEGATIVE] So, I'm transferring to customer service. He passed away in December.
[AGENT][NEUTRAL] And [PII] had left messages for the insured to call.
[CUSTOMER][NEUTRAL] OK, uh, this is a life policy. I'm not allowed to speak to them after they died. That goes to claims.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, OK, I'm sorry [PII].
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][POSITIVE] All right, got you. I'll get it over there.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] It is, it is. Thanks, [PII]. All right, bye-bye.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Yeah. All right, bye.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, good morning, Ms. [PII]. This is [PII] in the care team. I've got, um, Miss [PII] on the phone. Her, she's calling on policy number 183-9233 for [PII].
[AGENT][NEUTRAL] And she's wondering what she needs to do to file a claim. I'm showing the policy is lapsed.
[AGENT][NEUTRAL] Um, and that [PII] had been trying to get a hold of Mr. [PII] to pay back premium.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have verified everything with Ms. [PII]. I did give her the care team email address to send the death certificate to, um, customer service is not allowed to talk to them after the insured has passed away, so they suggested that I call over to claims and let you guys talk to her.
[CUSTOMER][NEUTRAL] OK. And so, um, what do you know when he passed away? Did she tell you?
[AGENT][NEUTRAL] I want to say she said it was in December that he passed away.
[CUSTOMER][NEUTRAL] OK. And um
[AGENT][NEUTRAL] The policy lapsed on [PII].
[CUSTOMER][NEUTRAL] Of [PII], OK, because in the system it's showing 10-12024, so we do have the premiums in house to through [PII].
[AGENT][NEUTRAL] No, ma'am, um, according to the note from [PII] that was on [PII], received the EFT from Mr. [PII], the bank transfer form was received with no payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she left him a voicemail because he needs to pay October, November and December to reacti[PII] the plan.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. And so what, when did he just, what, what, what was his date that he died?
[AGENT][NEUTRAL] She said that he passed away in December. I wanna say she said [PII].
[CUSTOMER][NEUTRAL] OK. OK. And so who does she need to get a hold of to make up those premiums?
[AGENT][NEUTRAL] She'll have to speak with customer service to uh pay it over the telephone because she did say that he has retired and that he filled out the EFT form because he retired so that the benefits could continue but he's still on mode of payment one which is group so he needs to be off the mode one to go to direct pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and so right now she's just wanting to know from claims what she needs to do to file a claim and then I can transfer her to customer service after we get done, correct? OK, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yeah, to catch up the premium yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a blessed day. Thanks so much.
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[AGENT][NEUTRAL] Mm bye-bye.
[CUSTOMER][NEUTRAL] Hello, Mrs. [PII].