AccountId: 011433970860
ContactId: 3434259b-f24c-4ddb-9e48-1dc028828f17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 788150 ms
Total Talk Time (AGENT): 310923 ms
Total Talk Time (CUSTOMER): 248151 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/3434259b-f24c-4ddb-9e48-1dc028828f17_20250127T16:19_UTC.wav
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[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, I hope you can help me. I had someone on the phone earlier from this number and I got disconnected.
[AGENT][NEUTRAL] 00 what happened? OK, yeah, let's get you pulled up here. I'm sorry to hear that. What was your name?
[CUSTOMER][NEUTRAL] I don't know we have a very bad connection right now.
[CUSTOMER][NEUTRAL] But I'm calling about a policy number.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 10.
[CUSTOMER][NEUTRAL] 22939
[CUSTOMER][NEUTRAL] I wanna see what, well, I wanna file a claim because my husband has passed away.
[AGENT][NEUTRAL] OK, um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My husband's name was [PII].
[CUSTOMER][NEUTRAL] A forest.
[AGENT][NEUTRAL] OK. And [PII], just to confirm that policy number you gave me, that was 1022939?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. All right. Um, so that policy num
[CUSTOMER][NEUTRAL] Now here is.
[AGENT][NEUTRAL] Go ahead, sorry.
[CUSTOMER][NEUTRAL] Wait, let me, let me look at one more thing, the policy number, I was going by this letter that I received back in [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But the policy number on the policy.
[CUSTOMER][NEUTRAL] Let's see, it says to be attached to policy number AR 22939.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] The policy number you gave me first there, um, that was, uh, somebody else entirely.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So give me just a moment here.
[AGENT][NEUTRAL] All right. Um, I'm not getting any results with that other policy number either. Um, we can search using, uh, do you have his social? I could search that way.
[CUSTOMER][NEUTRAL] You can do by what now?
[AGENT][NEUTRAL] His social security number? I didn't get any results with that policy number you gave me.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, Ms. [PII], I'm not getting any results with that social security number either. Um, let me read that back, make sure I heard that correctly. That was [PII]. OK, go ahead.
[CUSTOMER][NEGATIVE] No, no, no, no.
[CUSTOMER][NEUTRAL] [PII], yeah, I don't know, wait a minute, honey. [PII]. That's right.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Yes ma'am. OK, that is what I've got and I'm not getting any results that way. Um, the last thing I can try is just searching his name, um, so it was is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and forests is that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have one, let's see.
[AGENT][NEUTRAL] OK. Um, are you able to verify [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][POSITIVE] OK, thank you. I do believe I found it. Give me just a moment, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, bear with me just a moment. I appreciate your patience. My system sure is slow this morning.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All righty. So I did get it pulled up here. Um, so I will tell you the first thing that we're going to need, of course, is going to be the death certificate.
[AGENT][NEUTRAL] And I can let you know how you can send that to us um just let me know when you're ready.
[CUSTOMER][NEUTRAL] OK wait just a minute.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we do have a mailing address and that is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Now you said [PII]?
[AGENT][NEUTRAL] Correct, so it is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then I don't know, do you have access to a fax machine?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, OK, and then I've got an email address. Did you want that as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the email is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Wait a minute, wait a minute, what, what is it that you're giving me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The email address that you could send that to us?
[CUSTOMER][NEUTRAL] Your email address?
[AGENT][NEUTRAL] The email address for the company that you could send the death certificate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can, I can send it by fax.
[AGENT][NEUTRAL] You can send it by uh fax, email, or a paper copy in the mail.
[AGENT][NEUTRAL] What would you prefer me give you?
[CUSTOMER][NEUTRAL] Oh, OK. I don't have it yet. I don't have the death certificate yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, what is the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the email.
[CUSTOMER][NEUTRAL] I can send it to you by email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But that wouldn't be a copy.
[AGENT][NEUTRAL] It's simply to let us know right um but that would be if you needed to get that to us quick um but fax or mail would be preferable it's completely up to you.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, I'll just.
[CUSTOMER][NEUTRAL] Try to find some place to send the fax when I, when I do get it, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. And let me give you the
[CUSTOMER][NEUTRAL] And do a new
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Go ahead. What?
[CUSTOMER][NEUTRAL] I just was gonna ask you, do I need to refer to a policy number when I send this in?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes ma'am, that's what I was just about to give you. Let me give you that policy number, um, and just so that you are aware, the first one that you gave me, uh, the one ending in 939, that was correct. It was an old policy number, um, so I can I have the new policy number it's the same policy. I know it's a bit confusing, um, but it's just I think to match our system with all the updates it's had since then, uh, so let me know when you're ready for that.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is 15.
[AGENT][NEUTRAL] 30.
[AGENT][NEUTRAL] 04.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 153004
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK, I got that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what else do I need to do? Uh, anything else?
[AGENT][NEUTRAL] Well, I don't see you listed um so if you've got anything showing of course um next of kin or if you're um.
[AGENT][NEUTRAL] Anything like that as a beneficiary.
[CUSTOMER][NEUTRAL] Who is the beneficiary?
[AGENT][NEUTRAL] Then you can send that to us.
[AGENT][NEGATIVE] I don't see that information. I don't believe he has one that's.
[CUSTOMER][NEUTRAL] Well, I have this uh form right here, change of beneficiary.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But it doesn't have anything on there as to who it was changed to.
[AGENT][NEUTRAL] OK, OK, so maybe he was intending to do that. So all we would need of course is next of kin, um, proof, um, and then that's perfectly fine, but the first thing of course we would need is the death certificate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait a minute, I have a call coming in. I've got several calls holding the phone.
[AGENT][POSITIVE] Sure, oh, you're perfectly fine.
[CUSTOMER][NEUTRAL] Uh, yes, hold on one minute.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Honey, I'm sorry, they're so.
[AGENT][POSITIVE] No, you're perfectly fine.
[CUSTOMER][NEUTRAL] Trying to sell this Medicare A and B and call every day, but anyway, what else do I need to?
[AGENT][POSITIVE] No, that's perfectly fine.
[AGENT][NEUTRAL] No ma'am, that's uh it unless you had any other questions for me.
[CUSTOMER][NEUTRAL] No ma'am, not right now and what is your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] OK what?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I got that. Well, when I fax this in.
[CUSTOMER][NEUTRAL] I need to put the policy number on it.
[AGENT][NEUTRAL] Uh, that would be great, yes, ma'am. We should be able to locate him on its own, but it would be a lot quicker if we could have that policy number.
[CUSTOMER][NEUTRAL] You said
[CUSTOMER][NEUTRAL] OK, I will, I'll put the policy.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Sounds good, Ms. [PII]. Thank you. Well, I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Number on there
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.