AccountId: 011433970860
ContactId: 3948a3d8-dfb0-4268-8f14-7875e9105d4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 785559 ms
Total Talk Time (AGENT): 235818 ms
Total Talk Time (CUSTOMER): 246462 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/3948a3d8-dfb0-4268-8f14-7875e9105d4b_20250211T20:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I hope so you, uh, this is American Public Life, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, well, um, anyway, I have a question. I am in the process of completing this loss of life claims form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The what I have, I don't have the policy.
[CUSTOMER][NEUTRAL] But I have just one sheet it says change of beneficiary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And this this should have been attached to the policy.
[CUSTOMER][NEGATIVE] So what am I supposed to send them? I don't have the policy itself.
[AGENT][NEUTRAL] OK, can you give me the first and last name of the person who had the policy? I can search it by that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] E forests.
[AGENT][NEUTRAL] OK, is it? OK, thank you, let me see.
[CUSTOMER][NEUTRAL] With two R's.
[AGENT][NEUTRAL] And ma'am, what are you miss
[CUSTOMER][NEUTRAL] What is that?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Can I get your name?
[CUSTOMER][NEUTRAL] My name
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, OK, thank you. What's a good phone number that I can call you back in case we're disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Miss [PII], what is your state of residence?
[CUSTOMER][NEUTRAL] What is that?
[AGENT][NEUTRAL] What state do you reside?
[AGENT][NEUTRAL] State
[CUSTOMER][NEUTRAL] The date of death, you mean?
[AGENT][NEUTRAL] Where do you live? What's the state?
[CUSTOMER][NEUTRAL] Oh, the state, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you can verify Mr. [PII], uh, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I have located the policy number. Do you wanna write it down?
[CUSTOMER][NEUTRAL] I will see if it's, is it the same that I have on this one sheet of paper, but all right what is it? I'll write it down.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's 00.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 153.
[CUSTOMER][NEUTRAL] 153.
[AGENT][NEUTRAL] 004.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you, you may also see it's an old policy number that was attached to it. It's 102-293-9.
[CUSTOMER][NEUTRAL] 22939, yeah.
[AGENT][NEUTRAL] Yeah, so that's an older policy number. The newer policy number is the one that I just gave you, so use the new one, the newer one.
[CUSTOMER][NEUTRAL] So that's 00153004.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEGATIVE] Nowhere on any any of this form does it ask for the policy number.
[CUSTOMER][NEUTRAL] Um, there's loss of claim form.
[AGENT][NEUTRAL] OK, let me pull up one of those forms and go through that with you.
[AGENT][NEUTRAL] OK, so on page 2 of 2, the statement of claimants.
[AGENT][NEUTRAL] Um, it's uh asking for the decedent's first name, last name, date of birth, and that next column it says either the Social Security number or the policy number, so you could put that 00153 number in that field.
[CUSTOMER][NEUTRAL] Now where is it?
[AGENT][NEUTRAL] OK, so on the claim form on page 2.
[CUSTOMER][NEGATIVE] I only got one page.
[AGENT][NEUTRAL] What's on the first page? What's on the page that you have?
[CUSTOMER][NEUTRAL] OK, the page that I have loss of life claim form and it has uh section A and it asks for his name, his date of birth.
[CUSTOMER][NEUTRAL] Social security number and then it says about the claimant's beneficiary, and I've filled that out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one second. So where you see Social Security number, it should also say or policy number.
[CUSTOMER][NEUTRAL] OK, I'll see it up there, yeah, yeah.
[AGENT][NEUTRAL] So you can put the policy number in that right in under, in that category.
[CUSTOMER][NEUTRAL] OK, now put his social in there already.
[AGENT][NEUTRAL] OK, yeah, you could do either or and uh you know a lot of people don't use their social security numbers anymore, but that's fine we can search it by his social.
[AGENT][NEUTRAL] Um, you may want to just write the policy number down there as well to the side of it if you want to.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well there's room on this line here so I will, I will put it but um now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is am I the beneficiary on this policy?
[AGENT][NEUTRAL] Uh, let me check.
[AGENT][NEUTRAL] Give me, give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Trying to locate the initial application that was completed.
[CUSTOMER][NEUTRAL] Uh, say that again.
[AGENT][NEUTRAL] I'm looking when he took out the policy, he completed an application.
[AGENT][NEUTRAL] And on that application he may have listed who the beneficiary is, so I'm looking for that document.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, he's had this policy for a long time.
[AGENT][NEUTRAL] We had the policy for a long time. Let me see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so I am looking at the application. It says the primary beneficiary is [PII].
[AGENT][NEUTRAL] [PII], wife.
[CUSTOMER][NEUTRAL] Well here yeah, yeah.
[AGENT][NEUTRAL] Or he, OK
[AGENT][NEUTRAL] So you're listed as the primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. So it is [PII]. I mean, I'm gonna put that in there cause I don't go by [PII] anymore, but, but I will put it in there.
[AGENT][NEUTRAL] OK, that's how he has it written. [PII], I'm assuming that's your maiden name and then your married name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, that's how it's listed on the application?
[CUSTOMER][NEUTRAL] Well now
[AGENT][NEUTRAL] And what's your, what's your birth year, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII], I mean [PII].
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, so this is what I send in to y'all and I get this notarized, right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, and send it to us via mail since it's notarized.
[CUSTOMER][NEUTRAL] Do what?
[AGENT][NEUTRAL] Send it to us in the mail, just mail it to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Now do you want this form that I do have the change of beneficiary form that I gave you that other policy number?
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] Do I send this to you?
[AGENT][NEUTRAL] So what's the change of beneficiary form? What's on that document?
[CUSTOMER][NEUTRAL] Well, it just says uh.
[CUSTOMER][NEUTRAL] [PII] wife, if living, otherwise all children born.
[CUSTOMER][NEUTRAL] Of the
[CUSTOMER][NEUTRAL] marriage of the
[CUSTOMER][NEUTRAL] insured and said wife.
[CUSTOMER][NEUTRAL] Share and share alike.
[AGENT][NEUTRAL] OK. And what date is, what date is that signed?
[CUSTOMER][NEUTRAL] But it says
[CUSTOMER][NEUTRAL] Otherwise.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Ms. [PII]? Yes. What date is that, what, what date is that, that form signed?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, is signed at the bottom, [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Give me a second.
[AGENT][NEUTRAL] I was just trying to look at the date that's on the one that I'm looking at.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, yeah, that's after the one. This one is dated [PII], so you're still listed as a primary on that one is though, aren't you?
[AGENT][NEUTRAL] The one that you have
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so you can go ahead and send it that way we'll have the updated.
[CUSTOMER][NEUTRAL] OK, I will, I will send it along with the death certificate.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And is there anything else that I need to send?
[AGENT][NEUTRAL] And then just the claim form that you have.
[CUSTOMER][NEUTRAL] That claim form, yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and I gotta get that notarized, but I'll do that tomorrow, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, well thank you, dear.
[AGENT][POSITIVE] Oh, you're welcome, Miss [PII]. Any other questions we can help with today?
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.