AccountId: 011433970860
ContactId: 3c1ccae1-7c52-4a94-8000-55dab8635fb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250270 ms
Total Talk Time (AGENT): 115295 ms
Total Talk Time (CUSTOMER): 111485 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/3c1ccae1-7c52-4a94-8000-55dab8635fb5_20250113T15:54_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in um the care team. I have Miss [PII] on the phone. She is calling about claim number. Well, first let me give you the policy number that would help. It's 662062.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And calling on client number 354-128.
[AGENT][NEUTRAL] I mean it's 62062.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But [PII]'s on the phone, you said?
[CUSTOMER][NEUTRAL] Yes, [PII] is the daughter-in-law that Ms. [PII] has passed away. [PII] is the daughter-in-law that is filing the claim.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And we have authorization to talk to her?
[CUSTOMER][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Called to check the status of the minute she said she.
[AGENT][NEUTRAL] At the things so we had to clean it.
[CUSTOMER][NEUTRAL] I know that she's been talked to before looking in the notes.
[AGENT][NEUTRAL] Uh-huh, cause I talked to her too. I don't see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't see that. I don't see her anywhere.
[AGENT][NEUTRAL] But I can tell her some, you know.
[CUSTOMER][NEUTRAL] She's just needing to know what needs to be sent in um looking on the remarks I'm not giving her any information about amounts or anything like that but looking on the remarks she just needs to send additional information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] And that's what she needs to know is what is the additional information she needs to send in.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, thanks, [PII]. All right, bye bye.
[AGENT][POSITIVE] Thanks. Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, this is [PII] in the claims department. I understand you're trying to find out what additional information you need to send in.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, um, so on the claim that was denied, we did ask for the next of kin, including spouse, children. Please include names, date of birth and addresses. If the estate has been set up, please submit a copy of the testamentary.
[CUSTOMER][NEUTRAL] And there is no estate, um.
[CUSTOMER][NEUTRAL] She had a spouse left and one child left, and that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so then you will submit to us the next of kin information.
[CUSTOMER][NEUTRAL] OK, can I just write it out or is there a certain form I have to have?
[AGENT][NEUTRAL] Alright, so what you can do is you can write it out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we would need the names.
[CUSTOMER][NEUTRAL] And what where can I?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Date of birth, address, and the relationship.
[CUSTOMER][NEUTRAL] He address and relationship.
[CUSTOMER][NEUTRAL] OK, and I thought I sent that before, but anyway, I'll send it again and where do I send it to?
[CUSTOMER][NEUTRAL] The same place I sent the other claim.
[AGENT][NEUTRAL] The
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] And then you can also put on there that um there was no estate set up. Then after they received that, we will send it to legal. There will be a document um that we probably would have to send back out to be signed and notarized.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I, but now she does have a will. Do you want a copy of the will?
[AGENT][NEUTRAL] Yes, there's no estate set up.
[AGENT][NEUTRAL] Does it have, you know, who she's leaving things to and who's in.
[AGENT][NEUTRAL] I mean that if you, that probably would be best.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, I'll send the copy of the wheel too that way you'll have it.
[AGENT][NEUTRAL] Yeah, that might be best and then we probably won't even need to send anything back out to you if you do that. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] That is all. I will get that out to you today or tomorrow. I've got doctor's appointments, so when I can get it out, I'll get it to you. Thank you so much.
[AGENT][POSITIVE] Alright, well, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Uh-huh, thank you for calling ATL. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Have you too bye-bye.