AccountId: 011433970860
ContactId: 3a32bf3e-da53-4ec2-b4c6-c0b1e16b03ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 669429 ms
Total Talk Time (AGENT): 194495 ms
Total Talk Time (CUSTOMER): 408950 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/3a32bf3e-da53-4ec2-b4c6-c0b1e16b03ba_20250616T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII], and um my dad recently passed away. Um, can you help me with that?
[AGENT][NEUTRAL] I'm sorry, who am I speaking with again?
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] And my dad's name is [PII]
[CUSTOMER][NEUTRAL] And he had a life insurance policy with you guys. I had spoken to someone um
[CUSTOMER][NEUTRAL] I don't know, just a few days after he passed away and um she told me what I needed to do and I know it um it was with the death certificate, but I didn't know if I needed to fill out a form and send the death certificate or if I could fax you the um death certificate or what do I need to do? Can you direct me?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, I should be able to help you. Uh, what was the policy number?
[CUSTOMER][NEUTRAL] I am looking for that right now. Can I give you his um name and you can be looking as well and let me look through this. I thought I had it right here with me, but um I'm not sure I do hang on. Um his last name is [PII] and it's [PII] you see?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh his um middle initial is a 5-1831 and it's in uh [PII]. Here it is right here. I found it. [PII]. I'm sorry.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I swear she told me what I needed to do like, uh, but she, I think she told me to just call back after um I got the death certificate.
[AGENT][NEUTRAL] OK, so they, they told you to go ahead and send uh the death certificate, correct?
[CUSTOMER][NEUTRAL] She told me to call back after I got it and I can't remember if she said I could fax a copy of it or.
[CUSTOMER][NEUTRAL] Email a copy I can't remember.
[AGENT][NEUTRAL] OK, um, you'll also want to fill out a loss of life claim form and all of that should, uh, the fax number, um, and the mailing address should be on there. Um, so are you by a computer and I can help you look for that?
[CUSTOMER][NEUTRAL] Um, I can, um, is there any way by by chance that you could email me the form? Is it, is it in, I'm in my car. Is there any way you could do that?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][POSITIVE] OK, I'm so sorry.
[AGENT][NEUTRAL] That's OK, that's OK.
[AGENT][NEUTRAL] Let me go ahead and get one pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Gosh, it is so, I had forgotten just how much they're um
[CUSTOMER][NEUTRAL] is to do. I said with my mom, you know, my dad was still here and I just kind of supported him and um all of that, but he kind of led the way and then when it's that last parent, it's just, you forget how much there is to do.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, there's a lot going on. It's, it's understandable.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Goodness.
[AGENT][POSITIVE] Let me go ahead and get that ready for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I guess after you um email me that my printer of all times, my printer has crashed and um
[CUSTOMER][NEUTRAL] And it's almost a joke. It's like what else? I mean during this time it's gonna happen but um so if I email this form that you're gonna send me to my husband and he can print it um at work and then bring it home and I guess we I could fill it out and then could um we fax you the form that you're gonna send and a copy of the um death certificate would that be sufficient?
[AGENT][NEUTRAL] Oh, yeah.
[AGENT][NEUTRAL] Right, you'll want to, yeah, he can, uh.
[AGENT][NEUTRAL] You can print it and then you guys can send it all together in a fax um I do wanna let you know that the very last page of the the uh claim form does need to be uh signed by a notary um so just um yeah keep that in mind whenever you do that and then yes you can uh scan it back in.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or you can fax it to us um the fax number is at the bottom of the first page and did you say you were driving so giving you the number probably won't won't help too much, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I'm in my car but I've stopped. If you can give me the fax number, I will, um, I, OK, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 877.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and is that anyone's attention or just.
[AGENT][NEUTRAL] You can do attention claims department and on the claim form that I'm sending you it will show everything that you will need to sign uh it's all laid out right there um.
[CUSTOMER][NEUTRAL] OK, because honestly I will probably run back by the um the funeral home and let them notarize this if that's OK and um and then I'll probably just get them to fax it, but I've paid the um the funeral home so I'm, I'm sure um that'll show or whatever but um anyway that, that sounds good and if you could email that to me at um [PII].
[AGENT][POSITIVE] Yeah, and it's all, it's all there for what you need.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. Is there any way you can CC my husband and then he could just print it off at work like that, or does it just have to come to me?
[AGENT][NEUTRAL] What email address is it?
[AGENT][NEUTRAL] For him.
[CUSTOMER][NEUTRAL] His is, it's [PII].
[AGENT][NEUTRAL] And yes I can send it to both of you because I'm I'm not sending you guys any any personal information it's just a claim form, um, so yeah, I, he is CC'd on there um I have for you [PII].
[CUSTOMER][NEUTRAL] Right, the claim form, OK.
[AGENT][NEUTRAL] And for your husband I have [PII], correct?
[CUSTOMER][POSITIVE] Correct, that is correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I had the fax number is [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And um just in case you lose it or in case you you realize that it's it's busy and you forgot all of the information that you'll need is gonna be on that first page it has a list of everything that you'll need and on the very bottom it has our it has our uh.
[CUSTOMER][NEUTRAL] That sounds
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our uh fax number and it has our mailing address.
[CUSTOMER][POSITIVE] Awesome, OK, so if I get this back to you, um.
[CUSTOMER][NEUTRAL] Do you know what the turnaround time is on that once I I send all of that to you?
[AGENT][NEUTRAL] We typically uh request at least 7 to 10 business days to let us process it.
[CUSTOMER][NEUTRAL] OK. That will be, that will be fine. The reason I ask, I wanna make sure I'm home or what not out of town. You know what I'm saying when that comes our um little mailman, bless his heart, he gets an A for effort, but that's about all. It's like everybody puts everybody else's mail in the, um, in, in their box. It's like, thank [PII] for our um
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Our neighborhood because he gets lots of help. We all need a check, I think from the United States Postal Service.
[AGENT][NEUTRAL] It's a community effort.
[CUSTOMER][POSITIVE] But he's sweet.
[CUSTOMER][POSITIVE] It it is 100%.
[CUSTOMER][POSITIVE] But anyway, but I will get this back to you. I'm gonna try to do it tomorrow just because I'm, oh my goodness, I wanna mark everything off of my list and the more I can get done this week and get that off, I think that will help me breathe better. So I will try my hardest to um to get it back to you guys um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Tomorrow or um.
[CUSTOMER][NEUTRAL] You know what, or I may, I may wait till Friday. I might do that, so that, and you said it, how long did you say? A week to 10 days, is that what you said?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, 7 to 10 business days is how much we ask to process it, mhm.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] OK, I may do that Friday. I might wait until Friday to um to get that uh over to you so that will, that will give me that 7 to 10 days, so that will be great. So, OK, well, I appreciate, yes, well, I appreciate it so much and you've already sent that, right? Uh, the, or not yet.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Now, take, take a break.
[AGENT][NEUTRAL] Yes, I just sent it. Yes, I just sent it while we were on the phone, mhm.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] Good deal. I'll call [PII] and tell him to.
[AGENT][NEUTRAL] Right, and if you don't see it.
[AGENT][NEUTRAL] Yeah, if you don't see it in the next like hour or so check your spam. It will be coming from [PII] mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Awesome. OK, thank you so very much for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome and we're sorry for your loss, OK?
[CUSTOMER][POSITIVE] Thank you so much. OK. Bye-bye. You too. Bye-bye.
[AGENT][POSITIVE] Right. You have a great day. All right, bye.