AccountId: 011433970860
ContactId: 3abcfa20-2773-4eb4-9cba-c2d62d7d8b09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406790 ms
Total Talk Time (AGENT): 216147 ms
Total Talk Time (CUSTOMER): 145924 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/3abcfa20-2773-4eb4-9cba-c2d62d7d8b09_20250404T18:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello? I can barely hear you.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, hello.
[CUSTOMER][NEUTRAL] Yes, now I can hear you.
[AGENT][NEUTRAL] Hi, OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, my name is, I'm sorry, what was your name?
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], yes, hello. I'm calling because there's a lag on the phone, so.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It might, it might seem a little off this conversation. But my husband passed away yesterday and I'm trying to fill out his loss of life claim form, and I'm, I'm a little bit confused of, I know it says on the paperwork that I have to also turn in his death certificate.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, I don't, I don't know how long that's gonna take.
[AGENT][NEUTRAL] That is OK.
[CUSTOMER][NEGATIVE] To get and we're trying to do his funeral this week. So I don't know how all this works.
[AGENT][NEUTRAL] OK. So first off, you, I'm very sorry, you said that your husband passed away on yesterday?
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] Yes, ma'am. My deepest condolences to you and your family. I'm very sorry to hear that.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] OK, so you're wanting to find out about sending in the loss of life claim form and what is required on filing a claim for the, OK. Yes, ma'am. I can try and help you with this. Um, first off, uh, who am I speaking with, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII].
[AGENT][NEUTRAL] Is it [PII], how do you spell your last name? I don't want to spell it incorrectly.
[CUSTOMER][NEUTRAL] Uh sure. It's [PII]
[AGENT][NEUTRAL] OK, thank you and Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, and then the policy number please that you're calling in regards to?
[CUSTOMER][NEUTRAL] I, I don't have the policy number, but I have his social.
[AGENT][NEUTRAL] OK, that'll be fine. I can use that to look up the information.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. One moment while I locate the information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, I will need to verify several things with you, Miss [PII], for security. So if you could, and then any information that I'm able to provide would be a verification of benefits and not a guarantee of payment. So first off, um, if you could please verify your husband's name and his date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you. Also the home mailing address, please.
[CUSTOMER][NEUTRAL] Um, hopefully he has a new address. It's [PII] Is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. Keep, go, uh-huh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and the phone number that we would have had on file for him?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And the last piece of info well, that'll be actually all that I'll need to verify. OK, so,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On this policy, we will have to have that claim form and yes ma'am, we will also have to, in order to process the claims, we will have to have the death certificate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So once you receive that, that can be submitted.
[CUSTOMER][NEUTRAL] All right, um.
[AGENT][NEUTRAL] To us.
[AGENT][NEUTRAL] And yes, ma'am, it will probably take a couple of weeks.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's just dependent on.
[CUSTOMER][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Yes, ma'am, you would have to talk, um, obviously I would not have that information. You may want to reach out to the funeral home or whomever would be pro providing the um memorial services to find out, you know, approximately how long that will take for you to receive that.
[CUSTOMER][NEGATIVE] Oh my gosh, that is so long.
[CUSTOMER][NEUTRAL] And there's no way to expedite it?
[AGENT][NEUTRAL] But again, I
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] No, ma'am, we have to, now you would just, again, you would have to reach out to whomever's handling the memorial or to find out more about that. I just know that we will have to have the death certificate before any.
[AGENT][NEUTRAL] Um, processing of claim would be able to be completed and I can't provide you any additional information either, uh, on the policy, um, until that has been received.
[CUSTOMER][NEUTRAL] Oh my goodness. And I would, and once I get it, I fax the claim form and the death certificate.
[AGENT][NEUTRAL] Yes ma'am and you can fax it. Do you have our fax number? It's on the it should be on the bottom of the first page with your instructions. Yes ma'am, and you can just put um that is our secured fax line. You can put attention claims if you want to add that as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I haven't.
[CUSTOMER][NEUTRAL] What and claims, OK.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEGATIVE] OK, oh my gosh, this is so heartbreaking. OK, um.
[AGENT][POSITIVE] Yes, ma'am. I'm so, just so sorry. I know there's so much to do.
[CUSTOMER][NEUTRAL] All right, I'm gonna have to.
[CUSTOMER][POSITIVE] Yes, ma'am, alright, OK, let me uh get a hold of the, the funeral home. Thank you so much, ma'am.
[AGENT][POSITIVE] Well, you're certainly so welcome. And is there anything else that I can help you with, Ms. [PII], at the moment?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] OK, well then thank you for calling APL and I hope that you have as nice of an afternoon as you possibly can and again my deepest condolences to you and your family.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][NEUTRAL] Yes, ma'am. All right. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.