AccountId: 011433970860
ContactId: 3f3ee178-3a31-4528-8f46-8319eaa7daf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315279 ms
Total Talk Time (AGENT): 140288 ms
Total Talk Time (CUSTOMER): 134907 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/3f3ee178-3a31-4528-8f46-8319eaa7daf0_20250417T20:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm doing OK, thank you. So I have two ladies on the line, they're sisters of our insured.
[CUSTOMER][NEUTRAL] The policy number that they're calling about is 02.
[CUSTOMER][NEUTRAL] 158387
[AGENT][NEUTRAL] All right, and let me pull it up.
[CUSTOMER][NEUTRAL] For a [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] OK, so they've called, they're calling to notify us of his passing today.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I believe that they're under the.
[CUSTOMER][NEUTRAL] The impression that this is a life policy, of course not any different.
[CUSTOMER][NEUTRAL] I mean I didn't give them any information on it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do see that the policy is still under the employer.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We, I mean, we can't give any type of information only to say that the policy is still under the employer and unless they have any type of documentation, we can provide information, but other than that, we can't even.
[AGENT][NEUTRAL] Talk about it.
[CUSTOMER][NEUTRAL] OK, so I guess I mean will you just refer them to the employer?
[AGENT][NEUTRAL] Mhm. Yes, that's what I will do, but mhm, yeah, you can go ahead and send them over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And um so let me give you their names. One of the sisters is [PII].
[CUSTOMER][NEUTRAL] And the other lady is [PII], and the phone number they gave me is actually [PII]'s number [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And again that's [PII]'s number.
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][POSITIVE] OK [PII] well I appreciate you and I hope you have a nice evening. Are you ready to speak to?
[AGENT][POSITIVE] Yes, I am. Thank you. Have a nice day too.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. You're welcome. You too. Bye.
[CUSTOMER][NEUTRAL] I got the.
[AGENT][NEUTRAL] Hello, good afternoon, Miss [PII], Miss [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, how are you?
[AGENT][POSITIVE] Hello, I'm doing good. This is [PII] in customer service and I was just advised that of the recently passing of Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Alright, um, as for the policy information, we are unable to provide anything regarding of it, um, as for if the request is to cancel the policy, um, we would need to be notified from the employer. That will be the only thing I can say that the policy is still.
[CUSTOMER][NEUTRAL] Oh, so this is an employee?
[AGENT][NEUTRAL] Yes, the
[CUSTOMER][POSITIVE] It's an employee it's from an employer ah I got it. OK, got it. So we notified his employer already today, so we didn't know if this was a separate policy or if this was a policy from his work or what so this makes sense. So this is from his work awesome. OK, well what we'll do is that um so we went ahead and we at least started the claim process, is that right? So we're we gonna get his claim paperwork mailed or?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Mhm. Yes, depending on um whatever um process needs to be done, if the um claim applies or not to the policy, it will be processed.
[CUSTOMER][NEUTRAL] OK, so is the paperwork going to be mailed to my mother who is it going to be mailed to?
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Unfortunately, I cannot give any information of it um due to um HIPAA regulations.
[CUSTOMER][NEUTRAL] So it's gonna go through the employer?
[AGENT][NEUTRAL] Yes, most of the information will go to the employer since it is uh a policy that is um still under the uh employer.
[CUSTOMER][NEUTRAL] OK, got it. OK, so you can't disclose any information, can't disclose HIPAA or whatever you were saying, and so it basically has to come from his employer, is that what I'm understanding?
[AGENT][NEUTRAL] Uh, yes, and unless um there is anything that needs um to be processed um through us for the policy, uh, we would be requesting um any executor, um, paperwork, legal documents that need to be um verified first um before disclosing information.
[CUSTOMER][NEUTRAL] I see. OK, so we would have to mail them in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I got you. OK, well that sounds like a plan. I appreciate your help.
[AGENT][POSITIVE] You're very welcome. I'm so sorry for your loss.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] And we call that.