AccountId: 011433970860
ContactId: 3370f401-4365-49b0-8291-79dc700c944f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447649 ms
Total Talk Time (AGENT): 139755 ms
Total Talk Time (CUSTOMER): 188615 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/3370f401-4365-49b0-8291-79dc700c944f_20250509T16:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um, yes, good morning, [PII]. My name is [PII], and I was calling to see, um, my dad had passed away and the insurance company has sent over some information for the claim that he had before he passed, and I was trying to see if you guys have received the information.
[CUSTOMER][NEUTRAL] Because I spoke with someone and they said they hadn't received it, but um the lady had said that they did um submitted everything that they needed.
[AGENT][NEUTRAL] Mhm. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 022-71513.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a second to pull up the file, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Have you submitted a copy of the death certificate?
[CUSTOMER][NEUTRAL] So that that's the last thing that um I need to, I just received the death certificate so I was gonna email you guys the death certificate.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do show documents received on [PII].
[AGENT][NEUTRAL] Um, and they're in that information is in line for processing, um, and you may wanna go ahead and email us the death certificate because they'll need that before they can can process a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK, can I have the email please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. It's [PII]. That's.
[AGENT][NEUTRAL] All together
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hold on, wait, hold on, hold on, hold on. You say [PII].
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then [PII]. So it's [PII].
[CUSTOMER][NEUTRAL] She is saying that's pretty fast. Oh, let me see. Hold on.
[AGENT][NEUTRAL] You need me to repeat it?
[CUSTOMER][NEUTRAL] Hold on, let me
[CUSTOMER][NEUTRAL] Yeah, repeat it one more time. Hold on, hold on. You say [PII].
[CUSTOMER][NEUTRAL] Did you say [PII].
[AGENT][NEUTRAL] Let's start over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] RE
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The [PII]
[AGENT][NEUTRAL] A as in apple.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Elm Mary.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] P Peter.
[AGENT][NEUTRAL] You university.
[AGENT][NEUTRAL] B Bob.
[AGENT][NEUTRAL] [PII] Larry.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] C Charlie.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] You wanna repeat that back to me, [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah, so we have carroten.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] Yeah, you have the care team and the at sign, but after that, it's A [PII] as in Mary, Aelm.
[CUSTOMER][NEUTRAL] Oh XM, OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] as in [PII].
[AGENT][NEUTRAL] U [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I see Charlie.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. So Am probably.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Got you. OK, OK, OK, so, yeah.
[CUSTOMER][NEUTRAL] That that L and that M was sounding kind of just a like.
[AGENT][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] OK, so I'm gonna send that over and then that should be all.
[AGENT][NEUTRAL] Do you
[AGENT][NEUTRAL] Yes, if you spoke with someone before and they tell you they advise what documents are required, is that what you uploaded on the [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And so then we need to.
[CUSTOMER][NEUTRAL] That, yeah, so yeah, that's what, um, yeah, that's what the um the insurance company was helping me do um everything that he had. So we did that. But one more thing, I was trying to see because I sent in, when I sent in my um um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what is that? Uh.
[CUSTOMER][NEGATIVE] Um, oh crap, my mind went blank.
[CUSTOMER][NEUTRAL] I sent in my power of attorney. When I sent him my power of attorney and then I had something cause he had needed to change his bank statement. I would, and I also had sent in because he had wanted to change the beneficiary. I was trying to see that you guys also received the change of beneficiary also.
[AGENT][NEUTRAL] When did you send that?
[CUSTOMER][NEUTRAL] Well, I had been, I had been sunny when I sun. I wanna say that was back in
[CUSTOMER][NEUTRAL] February or March.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I want to say the end of February, March.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] No, it was February, for sure.
[CUSTOMER][NEUTRAL] I wanna see.
[AGENT][NEUTRAL] OK, we did, we do show receipt of that.
[CUSTOMER][NEUTRAL] OK, so you do see that uh he's the, the beneficiary was my name now.
[AGENT][POSITIVE] Correct. Well, it shows you as the power of attorney.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] That's uh OK
[CUSTOMER][NEUTRAL] Cause I find all of that in at the same time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Anything else I can help with today?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] OK, [PII]. Thank you. You too. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a great day. I send it over now. Thank you. Bye bye.