AccountId: 011433970860
ContactId: 288f45d4-f70c-4833-b03c-bbb6ac629b25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 657150 ms
Total Talk Time (AGENT): 351807 ms
Total Talk Time (CUSTOMER): 248107 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/288f45d4-f70c-4833-b03c-bbb6ac629b25_20250304T18:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] returning your call.
[AGENT][NEUTRAL] Uh, good, uh, uh, afternoon, I guess it is Ms. [PII]. Thank you for returning my call. This is [PII], and I left you the message. Um, if I could please, um, if you don't mind, I'm gonna have you verify some information for me, please. Can you verify, um, you, can you verify, uh, Mr. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what is your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much for verifying that information.
[AGENT][NEUTRAL] OK, so I understand you had some questions in regards to uh.
[AGENT][POSITIVE] Benefits from the proceeds, uh.
[AGENT][NEUTRAL] Is that correct? How can I help you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, OK, uh, [PII] passed in January.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh the funeral home, [PII] Haven Funeral Home.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did the claim for the, for the, you know, to pay for his funeral.
[CUSTOMER][NEUTRAL] And but they left uh some funds left and I was wondering uh well uh they, they told me they had already received a check. So I just wondering when the balance of the insurance, uh, claim will be uh mailed to me.
[AGENT][NEUTRAL] OK, do you know, um, Ms. [PII], did you, did you complete that life, uh, the claim form that was sent?
[AGENT][NEUTRAL] Did you complete the claim form?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Some that was sent to the [PII]?
[AGENT][NEUTRAL] Yes, it was from APL they were to give you uh uh uh a claim form I believe it was [PII] they spoke to at Express, the express uh funding.
[CUSTOMER][NEUTRAL] Oh you
[CUSTOMER][NEUTRAL] Yeah, OK, well, I, I signed that, uh, [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Uh, because I don't show we haven't, we didn't receive the claim form back now we did receive the um death certificate, but we did not receive the claim form as of yet and that's what it's waiting on so as soon as we receive that completed claim form they can go ahead and finalize the claim.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then that would mean that any proceeds above the funeral expenses will be sent to you.
[CUSTOMER][NEUTRAL] OK. Do, do I need to
[CUSTOMER][NEUTRAL] OK. The, the one that I signed.
[CUSTOMER][NEUTRAL] That they gave me, I suppose and sent that to you all.
[AGENT][NEUTRAL] Yes, it should have been like a claim form that you had to sign and just uh um like I said it would have been um the claim form that that you, it's it's called a life claim form basically it's uh.
[CUSTOMER][NEUTRAL] That spread funeral funding.
[AGENT][NEUTRAL] Yeah, it wouldn't have had their name on it. It should have our name on it. It should have been the claim form for the life, uh life claim form for your, um, and, and again that's what it looks like we're waiting on that particular, uh, claim form so it my understanding is it was sent um.
[AGENT][NEUTRAL] It it was sent to uh express funeral funding and they were waiter and they had a pro uh given it to you and then uh they were waiting for it to be completed. So you said you completed it on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I have, I have, um.
[CUSTOMER][NEUTRAL] The paper that you're talking about, but I thought that I was signing that for them to get their money.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] But uh I talked to with him the other day, they said they already received their money.
[AGENT][NEUTRAL] OK, well, like I said, I don't show that that the claim has been finalized just yet because we're waiting for that claim form, um, so you filled out the paperwork for the express the express funding but did you fill out the claim form for APL? It would have had our name on American Public Life for the APL um, it would have been that claim form so you don't know if you completed that one?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, the only one that, um,
[CUSTOMER][NEUTRAL] I completed is uh.
[CUSTOMER][NEUTRAL] Where, uh, the insured deceased named [PII] date, the date he died in the Mount in [PII] Funeral Home, the insurance company, American Public Life.
[CUSTOMER][NEUTRAL] And our policy number and then I signed that, and the owner of the funeral home signed. It's the only paper that I had received.
[AGENT][NEUTRAL] OK, so it sounds like we need to get the claim form to you so that you can complete that for us.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] Can I send it to you, um, since it's blank information, I, I can send it to you, um, can you confirm an email address I can send it to you.
[CUSTOMER][NEUTRAL] Through email?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] Uh it's [PII]
[AGENT][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm gonna, I'm gonna send this claim form over to you in the email. Will you be able to um get that claim form and uh complete it? You'll have to open the file, complete it, and then you can fax it to us. Our fax information will be on the claim form. I can also, um, I can also give you that fax number if, uh, if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] OK. OK, you could give it to me cause I have one, but I don't know it's the same.
[CUSTOMER][NEUTRAL] Hey, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] What's the number?
[AGENT][NEUTRAL] The fax number is gonna be.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] OK. Yes, ma'am, I got it.
[AGENT][NEUTRAL] OK, so this claim form is gonna need to be notarized?
[AGENT][NEUTRAL] And then you can and then you can go ahead and send it to us and like I said that's a secure fax line so um you can be assured that it is uh safe sending it through that fax line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but um.
[CUSTOMER][NEUTRAL] The funeral home funeral home has received their their check, right?
[AGENT][NEUTRAL] I don't show the claim has been finalized so it it doesn't appear that I don't see any proceeds that went out as of yet because we're waiting on that claim form to go ahead and finalize the claim so we were we needed the uh death certificate information which we did receive but it looks like it's like I said pending.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, well, I sent, uh, I sent the death certificate, well, the lady I talked to, she told me to send the death certificate so that uh they wouldn't, you know, send another statement, you know, that he owe uh the insurance policy. So that's, that's, I send a uh death certificate.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Yes, I, we did receive that.
[CUSTOMER][NEUTRAL] OK then, OK. Well, alright then, as soon as I get.
[AGENT][NEUTRAL] So what I'm
[CUSTOMER][NEUTRAL] Soon as I get that and get it, uh, soon as I get the paper and then I get it notarized, then I'm gonna fax it to you all.
[AGENT][POSITIVE] Yeah, I'm sorry.
[AGENT][POSITIVE] Yes ma'am, and then that should satisfy the the the need that so we can get the claim finalized for you.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you have any other questions, Mrs. [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] Uh, I, I, well, I'm kinda, I'm not understanding why the funeral home told me they had received their funds.
[CUSTOMER][NEUTRAL] But, but you also say y'all ain't hadn't finalized it.
[AGENT][NEUTRAL] Right now is it because it's being funded through the express funding perhaps because like I said there was we did make contact with with [PII] I believe.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, I believe they spoke to [PII] with the express funding, uh, and that's the contact person, OK, so it's possible that they, the funeral home might have been paid by the express funding and the express funding understands what we need in order to get this finalized so they did know that we needed that claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Form along with the death certificate information. So like I said, this is just the piece we're missing. So it's possible that the funeral home did get paid by express, but I can't confirm that information. You'd have to confirm that with [PII] at Express.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] OK, OK, OK. So you, you, you handle the claims, you handle the claims of great, OK.
[AGENT][NEUTRAL] So I think that that might be what happened.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] We're the claim for the like for the policy itself for the life policy, so we received that information that we're supposed to pay the express funeral funding that amount and then the remaining proceeds will be paid to the beneficiary, which is you.
[CUSTOMER][NEUTRAL] Oh, OK then.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so once, like I said, once you receive that claim form, that's the only piece we're missing.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] OK then, thank you so much.
[AGENT][NEUTRAL] And I'm gonna email this form over to you so just be waiting for it it should just be a few minutes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][NEUTRAL] Did you, you're welcome. Did you have any other questions, Mrs. [PII]?
[CUSTOMER][NEUTRAL] Oh, no, ma'am. Not at this time.
[AGENT][POSITIVE] OK. And I wanted to tell, I'm very sorry for your loss.
[CUSTOMER][NEUTRAL] But I have your number and uh if I have your number and your and your and I can give you a call if I have one, but I'm gonna get that done so I can you know get get it finalized.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes ma'am. Well, you have a good day here.
[AGENT][POSITIVE] You too thank you so much and you take care.
[CUSTOMER][NEUTRAL] Uh, and, and you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.