AccountId: 011433970860
ContactId: 35e5f68f-245a-467d-9a5b-8057a70382ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288920 ms
Total Talk Time (AGENT): 108038 ms
Total Talk Time (CUSTOMER): 54100 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/35e5f68f-245a-467d-9a5b-8057a70382ad_20250422T18:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with the funding company Lincoln Factory, and I have a death claim that I'm calling on.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Do we have that member's policy number, [PII]?
[CUSTOMER][NEUTRAL] I have a group number and a social security number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. What's that group number?
[CUSTOMER][NEUTRAL] 221
[CUSTOMER][NEUTRAL] 7171.
[AGENT][NEUTRAL] And the social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just one moment here.
[AGENT][NEUTRAL] And then, are you able to verify [PII] the insured's name, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You know I called last week too on this.
[AGENT][NEUTRAL] Let's see what we got here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then just to verify, what is [PII]'s, what what was the date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so it looks like I do see that it was initially received on the [PII] and then we sent out a letter to the beneficiary. We did receive some documentation. It shows uploaded on the [PII]. It's still in progress.
[CUSTOMER][NEUTRAL] OK, so nothing's been reviewed and.
[AGENT][NEUTRAL] Not at this point. It looks like we are awaiting the forms to be completed by the beneficiary. I'm pretty sure that's probably what we have in here.
[AGENT][NEUTRAL] Um, it's showing just uploaded though as of yesterday, so it'll just need a little bit more time.
[CUSTOMER][NEUTRAL] OK, and then someone would do you show our assignment on file?
[AGENT][NEUTRAL] That's what I'm pulling up here.
[AGENT][NEUTRAL] Yeah, I mean, everything looks good to me, [PII], um, as far as the documents and everything just looks like claims just hasn't processed yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will someone be able to verify if there's enough to cover that assignment amount and if we have a good signer?
[CUSTOMER][NEUTRAL] Shortly
[AGENT][NEUTRAL] Um, yeah, I mean, I feel like the claims team should be processing it in the next couple of days here, um, so if you'd like I can set up for a call back if you want somebody to call you back once it's processed or you can just check back in a couple of days up to you.
[CUSTOMER][NEUTRAL] Yeah, that would be fine.
[CUSTOMER][NEUTRAL] Can you have him give me a call too?
[AGENT][NEUTRAL] Mhm, what's your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, just to confirm [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will put that in and have somebody give you a call in regards to it as well, OK?
[CUSTOMER][POSITIVE] OK great thank you I appreciate it have a great day.
[AGENT][POSITIVE] Yeah. You too, [PII]. Take care. Bye-bye.