AccountId: 011433970860
ContactId: 3f5e818b-dceb-4f9d-b03a-38c0efff4c94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289809 ms
Total Talk Time (AGENT): 125967 ms
Total Talk Time (CUSTOMER): 118361 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/3f5e818b-dceb-4f9d-b03a-38c0efff4c94_20250429T20:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, I'm calling about an insurance policy. Um, my fiance passed away and, um, he's supposed to have insurance through you guys. He had the card in your, in his wallet. It, um, can I give you a social?
[AGENT][NEUTRAL] Um, first, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um [PII]
[CUSTOMER][NEUTRAL] I say if somebody else.
[AGENT][NEUTRAL] OK, and what's the callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] um.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no
[AGENT][NEUTRAL] What is the social?
[CUSTOMER][NEGATIVE] Um, [PII]. It's [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] How may I assist you today?
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEGATIVE] Um, I, I had got the application sent to me from you guys and I had had it all filled out, notarized, and sent in, and then I haven't heard nothing back ever since. He passed away [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] This.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Did you get on your baby? But no.
[CUSTOMER][NEUTRAL] We all.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK, I'm, I'm just going through the notes. OK, bear with me just a minute.
[CUSTOMER][NEUTRAL] OK. That's fine.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just have no idea what's going on. I had it notarized and sent in and everything and then.
[AGENT][NEUTRAL] Yeah, I'm just trying to see because if there is no life benefit, then more than likely that's why uh no action has been taken, but give me just a minute.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What other insurance is there?
[AGENT][NEUTRAL] Oh, we have many products. We have dental, we have medical, um, hospitalization, cancer. So we have many, many products. It's not just life policies.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] I know when I reported it back in September, right after he passed away, they, I, I told them everything. They sent me the application. I, I had it filled out. It had to be notarized and everything. I sent it in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have an insurance packet here from you.
[AGENT][NEUTRAL] Yeah, that was in order.
[AGENT][NEUTRAL] Yeah, that was in order to give you information or um you know provide you any type of information we needed that information not arise because we cannot release information unless you are um you know the person over the states or anything like that. So basically that's the reason that we ask for that. It doesn't mean there is a life benefit. It's just indicating that we need that information to release information.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Um, but yeah, based on the notes here it's indicating this policy has no loss of life benefits, so there is no benefits for, um, it was not a life policy.
[AGENT][NEUTRAL] It's just a hospital indemnity plan, which she was medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was medical insurance.
[AGENT][NEUTRAL] Yeah, it was medical. Now you can check with Universal Trucking, which is, uh, who he got the the policy through and see if he had a life policy with them. They, they use different companies, so they, you know, they may have um used another company for his life insurance instead of us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'll get a hold of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's everything. I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day. You as well. Mm bye-bye.
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.