AccountId: 011433970860
ContactId: 3bb6b28e-e6e9-4932-8797-93de56449999
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288369 ms
Total Talk Time (AGENT): 124743 ms
Total Talk Time (CUSTOMER): 93586 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/3bb6b28e-e6e9-4932-8797-93de56449999_20250403T20:21_UTC.wav
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[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm calling because, uh, my husband just passed away, and I need to, um, uh, I just need information on the loss of life claim form like I don't know what you guys need for me to submit the paperwork.
[AGENT][POSITIVE] OK. All right. Um, can I please get the policy number, Miss. [PII], and I'll be able to help you with your claim. And I'm very sorry to hear about your husband.
[CUSTOMER][POSITIVE] Uh, thank you so much. I don't have a policy number, but I have his social. Can you look it up with his social?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, are you ready?
[AGENT][NEUTRAL] Yes, ma'am, I am.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look up that policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is your husband's name, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you're filing for the.
[AGENT][NEUTRAL] Life insurance, is that correct?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me look. Um, can you please give me [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thank you, I appreciate that information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm going to have you go to our.
[AGENT][NEUTRAL] Right, because
[AGENT][NEUTRAL] The claim form on the website has a cheat sheet that first page tells you everything that you need to process the claim, and it's really good for you to be able to refer back to so you don't have to remember everything. So the website is AM.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and [PII].
[AGENT][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, will I have to create an account?
[AGENT][NEUTRAL] No, ma'am, um, only the policy holder has the account through the online service center, so you'll have to send it uh by mail. Let me give you either mail or fax, and let me give you both ways.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The
[CUSTOMER][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] This phone. Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] But the phone just cut off. hello?
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] Did you get that? It was uh [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait, ma'am, I, it just cut off. Can you start all over? I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Yes, and
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and what was the fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], got it.
[AGENT][POSITIVE] Yes, good.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right. Thank you so much, ma'am.
[AGENT][POSITIVE] You're very welcome and if you get stuck at any time and you need more help, Ms. [PII], please give us a call, OK?
[CUSTOMER][POSITIVE] Yes, thank you. I appreciate it.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.