AccountId: 011433970860
ContactId: 31d2fa9f-3511-4e2f-b638-1b616d8cc50d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 441000 ms
Total Talk Time (AGENT): 95554 ms
Total Talk Time (CUSTOMER): 194880 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/31d2fa9f-3511-4e2f-b638-1b616d8cc50d_20250616T13:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling Elena. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling because I have a claim. I don't have the claim number, ma'am. I'm calling because we filed a claim. My husband was, uh, had been diagnosed with cancer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And when he had to claim, he passed away on Saturday.
[AGENT][POSITIVE] I'm so sorry to hear about that.
[AGENT][NEUTRAL] Who am I speaking with?
[CUSTOMER][NEUTRAL] Yeah. My name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] Try to get the door.
[AGENT][NEUTRAL] [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It is area code [PII].
[AGENT][NEUTRAL] Do you have your policy number with you?
[CUSTOMER][NEGATIVE] I don't have, no, I can't, I don't know what all you, I don't have it in front of me, ma'am. I don't have it in front of me.
[AGENT][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] And who was the policy holder or the subscriber? Was it under your name or was it under his name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's, it's in, yes, it's under my name. It's under my name.
[AGENT][NEUTRAL] OK. And what's your social security number and I can look it up for you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] That's $50 y'all what he really little.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] You not that that.
[CUSTOMER][NEUTRAL] If I'm like I can.
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] Oh that that it should be on here.
[AGENT][NEUTRAL] All right, and was the claim under his name or I'm sorry, the claim was his name, correct?
[CUSTOMER][NEUTRAL] Oh this one you got.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what address do we have on file?
[CUSTOMER][NEUTRAL] We have [PII].
[AGENT][NEUTRAL] And you're wanting to know the status of the claim for him.
[CUSTOMER][NEUTRAL] And uh well, I don't know where I need to go with it now because like I say he passed on Saturday.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh that's what.
[CUSTOMER][NEUTRAL] [PII] and [PII] when he took them when he took them to the daughter's name.
[AGENT][NEUTRAL] Alright, just one moment, OK, ma'am? I'm gonna see if I can get someone from customer service to go over with you all the documents you'll need, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. This is [PII].
[AGENT][NEUTRAL] Hi, this is [PII] with the APL care team. I have a Miss uh [PII].
[AGENT][NEUTRAL] Uh, she was asking about her claim for her husband, but then she told me her husband passed away on Saturday, and I was wondering if you would be able to go over with her the documents that she will need.
[CUSTOMER][NEUTRAL] OK, I sure can, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what's that policy number?
[AGENT][NEUTRAL] 25.
[AGENT][NEUTRAL] 82109.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] And you said Ms. [PII].
[AGENT][NEUTRAL] Right. The claim was under her husband [PII], but um he's, he's the one who passed away.
[CUSTOMER][POSITIVE] OK. OK. Yes, I can talk with her.
[AGENT][POSITIVE] OK, thank you so much. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, I'll introduce you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Did you get that with me now?
[AGENT][NEUTRAL] All right, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I have [PII] from customer service. She's gonna go over with you all of the documents you might need, OK?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you for calling.
[CUSTOMER][POSITIVE] Thank you. Hi, Ms. [PII]. Yes. Hi, this is [PII], just tell me about your husband. I am so sorry to hear that. Thank you, thank you. Um, now, uh, all that we will need is, um, a, a copy of the death certificate whenever you receive those to be able to remove him from the policy.
[CUSTOMER][NEUTRAL] Um, and that will not affect any claims going on or anything like that, but to be able to remove him, we would need a copy of it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I do show that it's paid to 61 right now, so you know.
[CUSTOMER][NEUTRAL] We wouldn't need to issue a refund or anything like that. We would just need a copy of that and take them off the policy.
[CUSTOMER][NEUTRAL] OK. OK. OK.
[CUSTOMER][NEUTRAL] Now do you need um like you can email that to us. Do you need that email address?
[CUSTOMER][NEUTRAL] OK, what is the, oh, I think it is that the one that's uh the