AccountId: 011433970860
ContactId: 36bf763e-8bb9-423e-b397-8b71985c1b68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412019 ms
Total Talk Time (AGENT): 238700 ms
Total Talk Time (CUSTOMER): 182411 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/36bf763e-8bb9-423e-b397-8b71985c1b68_20250228T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Well, uh, good morning, uh, Mrs. [PII]. My name is [PII], and I am returning a call from you yesterday, uh, regarding a, um, policy that my uh father held, and, uh, he's recently passed, and I think you were calling up for to follow up. How are you?
[AGENT][NEUTRAL] Yes, sir, Mr.
[AGENT][NEUTRAL] All right, good. Do you have that policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, one sec.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And I read my notes and see why I was calling. I know I sent a letter to, oh, I know why I was calling, but give me the policy number. I can tell you after you give me the policy number.
[CUSTOMER][NEUTRAL] OK yeah uh hang on I've got the.
[CUSTOMER][NEUTRAL] Uh, envelope, let me, uh, one second, I'm sorry, I should have had that.
[AGENT][NEUTRAL] I think I know about hard. I think I know about how since you uh.
[CUSTOMER][NEUTRAL] Um, let's see here. One of us is gonna find it first, so hang on, I know.
[AGENT][NEUTRAL] No, no, that would, that wouldn't hurt, that wouldn't it, OK.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Alright, let's hang on one second APL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's see right here, um.
[AGENT][NEUTRAL] 00. I know it's 00.
[CUSTOMER][NEUTRAL] Well I've got his social security number.
[AGENT][POSITIVE] OK, that's all right.
[CUSTOMER][NEUTRAL] I'm I'm looking at the copy of the claimant form that I filled in for him, um.
[CUSTOMER][NEUTRAL] Let's see, hang on one second.
[CUSTOMER][NEUTRAL] OK, let's see now I have it, um.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy OK, policy number 1-24406.
[AGENT][NEUTRAL] OK, that's the old policy number. Give it to me again.
[CUSTOMER][NEUTRAL] 124406.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Mhm. OK. No, that ain't gonna work. That's, that's not it though. That's must be, uh, oh, but give me a social, let me pull it up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, go back to the other form here. His social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Here we go. It's [PII], uh, yeah. OK. It's [PII]. Let me bring it up.
[CUSTOMER][NEUTRAL] OK, hang on, let me write that down because I actually have a copy of his original one from way back in uh uh the [PII], I think it was. So let me drop, so what is his policy number?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And policy number is 00152646. That's the updated policy number, even though the other one you got is the old policy number, but when you call, try to always use that new one.
[CUSTOMER][POSITIVE] You got it. I sure will, OK.
[AGENT][NEUTRAL] OK, I sent a letter out to you and you should, it, it was put in the mail today. I'm telling it's been put in the mail today. We, this policy have you and your sister, [PII], as the named beneficiary share and share a lot. So I need her information submitted.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And uh see, when you filled out that claim form, I just knew you were going to put her information and y'all were gonna get it notarized together. So, but since you didn't get it like that, I I I don't have no information on her. I sent a claim form to you, but you can get it to her and uh have her to complete and get it notarized and get back to us. Or if you want to, you can give me her phone number and her address, and I'll send it to her directly if that's the way it needs to go.
[CUSTOMER][NEUTRAL] Um, it, well, if you already sent one to me, that's fine as soon as I get it I will send that to her, um, yes, I, I, uh, I, OK, I didn't know that we could have filled that claiming out, uh, at the same time, so yeah, mine is on mine's on the way back notarized, but I'll get one from oh you got mine?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, you could, uh,
[AGENT][NEUTRAL] I got yours, yeah, I got yours. That's how I knew. Yeah, I got yours and I was gonna to get ready to process it. And then I said, wait a minute, he ain't got [PII] on here with her information and that's what made me, uh, had to do that. Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK perfect well I do have a question for you and uh there was someone else in your office I think her name was Memory that I was uh emailing so the name on the policy is my sister's maiden name and her name her name now is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, that's not, that's all right. She can put her married name on there. We know that when she put, she have to get it notarized in front of a, a notary. So, you know, you have to be there and, and she's swearing that that it's her. So once we process it and pay it, if another door had to come up and then we're going back cause we, we covering ourselves when they get it notarized. Mhm cause she's swing. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. OK, that's fair. So you don't need her to, you don't need her to put a copy of like her um driver's license or anything in there showing her the her name? OK.
[AGENT][NEUTRAL] No, no, she don't have to, uh, uh, all she did have to do is fill that form out, do just like you did and get it notarized. Mhm. All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Just like I did, you got it OK well look I really appreciate you calling. I'm sure you have uh many other priority things to do but as soon as I get that form I'll send it to her she'll sign it, notarize it and mail it right back to you guys.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Well, she don't have to mail it now. We do have a fax number. She can just fax it. We don't have to have the original copy, so it's the fax number. She can fax it. Uh-huh. Uh, I think the fax number is on, uh-huh. Go ahead.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 000, OK, OK, so that notarized form.
[CUSTOMER][NEUTRAL] It's on the form the fax number is on the form.
[AGENT][NEUTRAL] I think it is, but let me give it to you just in case.
[CUSTOMER][NEUTRAL] Yeah, because she'll probably, uh, fax it from her office that'll be quicker. So yeah, what is that number?
[AGENT][NEUTRAL] OK, yeah, uh-huh.
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 and she put attention claim department and just make sure she had that policy number on there that I gave you. Now also, if you want me to go ahead and email it to you, but you can go ahead and get it to her, I can email you the live claim form.
[CUSTOMER][NEUTRAL] You sure can.
[AGENT][NEUTRAL] Uh, even though it's in the mail, you know, I can email it to you. So what's the email address?
[CUSTOMER][NEUTRAL] OK, it's the letter [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then my last name [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] so it's yeah [PII].
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'll email it to you in a few minutes, OK?
[AGENT][NEUTRAL] And uh yeah, you can just get that to her and uh when once uh now you can't email anything back to me, it have to be faxed or mailed in so once she get it she can fax it to our office, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Ms. [PII], thanks so much. I appreciate you and that's what we'll do. Thanks for the call.
[AGENT][POSITIVE] OK. All right. Thank you for calling me back, Mr. [PII]. You have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Yes ma'am you have a nice day yourself bye bye.
[AGENT][NEUTRAL] Bye-bye.