AccountId: 011433970860
ContactId: 2cb402f1-dcb0-4424-a6f4-deda5395759a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 843400 ms
Total Talk Time (AGENT): 91817 ms
Total Talk Time (CUSTOMER): 187510 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/2cb402f1-dcb0-4424-a6f4-deda5395759a_20250210T21:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Key Ferguson Funeral Home in [PII]. I'm calling in regards to policy number 00427019.
[AGENT][NEUTRAL] OK, thank you. Um, let me have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, one moment.
[AGENT][NEUTRAL] OK, and what is the name on the member?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the date of birth for verification?
[CUSTOMER][NEUTRAL] I do [PII].
[AGENT][NEUTRAL] How may I assist you today, Miss?
[CUSTOMER][NEUTRAL] Uh, I, the, the nephew who was in charge of the arrangements received the bill in the mail today, and Ms. [PII] passed away on [PII], and we're just seeing what kind of policy this is.
[AGENT][NEUTRAL] OK bear with me.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, bear with me just a second, let me get the correct person to speak to you Mr. [PII], OK?
[CUSTOMER][POSITIVE] Thank you.
[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][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling A Palace [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm doing OK, yourself?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a funeral home in the line, um, and it's about a whole life policy.
[AGENT][NEUTRAL] You're calling about questions. I don't know if you can handle this call.
[CUSTOMER][NEUTRAL] I'll try.
[AGENT][NEUTRAL] Yeah, I, I, I try to find something in Guru. I didn't find nothing. I end up um getting this information. I, I asked [PII]. I was like, [PII], what do we do? And she's like, well, I guess you transfer. I'm like, OK.
[CUSTOMER][NEUTRAL] She would say something like that, but I mean, if I can't help it, I'll just have to ask, um what's the policy number?
[AGENT][NEUTRAL] OK. It's 24 I'm sorry, 427019.
[CUSTOMER][NEUTRAL] Um, for [PII].
[AGENT][NEUTRAL] Yes, and I have Mr. [PII] from the funeral home.
[CUSTOMER][NEUTRAL] Mr. who?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and which fun or what, which funeral home?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, I didn't get the name of the funeral home. I know he said it, but it was weird, so I didn't get it.
[CUSTOMER][NEUTRAL] Oh, that's OK, um.
[CUSTOMER][NEUTRAL] Do you have the callback number?
[AGENT][NEUTRAL] Yes, I do. It's [PII].
[CUSTOMER][NEUTRAL] OK, you can go and send up the.
[AGENT][POSITIVE] OK thank you here he comes, have a good day.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. I got Miss [PII] on the line and she's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] This is [PII]
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the um claims department, the rep said you had a question about um a policy?
[CUSTOMER][NEUTRAL] Yes, I, I, he, he received this bill in the mail. He was not aware of this, and we just don't know what poli what kind of policy this is.
[CUSTOMER][NEUTRAL] If this was a life policy we'd want to see about getting it claimed but I'm not sure we don't know what type of policy it is.
[CUSTOMER][NEUTRAL] OK. Um, and this is so.
[CUSTOMER][NEUTRAL] Mr. [PII] was questioning, I'm sorry, Ms. [PII] or who was questioning the policy? She, she's she's deceased. OK, so Ms. [PII] is deceased and so um her spouse is trying to find out what type of policy. Uh, her spouse is deceased also. He, the executive of their estate is her nephew, [PII].
[CUSTOMER][NEUTRAL] And he, he received this bill in the mail and he brought it to me because he's not sure what it's for and it says American Public Life so we don't know what type of policy this is. OK, you said his name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, give me one second.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let's see what
[CUSTOMER][NEUTRAL] I'm first trying to see um if that person is on the policy as a beneficiary, um.
[CUSTOMER][NEUTRAL] And if not, I wouldn't be able to give information um so that's what I'm trying to look for um first and kinda go from there. And if not, he'll have to send it I'm not sure who the beneficiary it's a husband and he's deceased he pre predeceased her so um we need to I need to know how he needs to give you the executive paperwork and things like that if that's the case.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] And which um funeral home are you calling from?
[CUSTOMER][NEUTRAL] [PII]