AccountId: 011433970860
ContactId: 403fd87c-31ed-446a-85eb-2be52d1657f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504260 ms
Total Talk Time (AGENT): 259852 ms
Total Talk Time (CUSTOMER): 188003 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/403fd87c-31ed-446a-85eb-2be52d1657f6_20250117T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Associated Family Funeral Home in [PII]. Um, I'm calling to just verify benefits please.
[AGENT][NEUTRAL] Uh-huh. OK. And what's funeral home are you from?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] I'm from Associated Family Funeral Home in [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And what's a good call back number for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what's your last name?
[CUSTOMER][NEUTRAL] Swords, [PII]
[AGENT][NEUTRAL] Thank you for that information and what policy number are you calling regarding today?
[CUSTOMER][NEUTRAL] The policy number is 1018712.
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] On Mr. [PII].
[AGENT][NEUTRAL] OK. Give me one moment to get that pulled up and thank you for that information and then I'll be able to um verify that that policy is for Mr. [PII]. One moment.
[CUSTOMER][NEUTRAL] Details and that I'm getting.
[AGENT][NEUTRAL] What is the last name, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna repeat that policy number is 018712?
[CUSTOMER][NEUTRAL] OK, you went out just for a second, did you say 1018712?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, that policy does not match anyone by the name of a [PII].
[CUSTOMER][NEUTRAL] OK um.
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] What's [PII]'s date of birth? [PII], I'm sorry, say that [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, give me one moment. That did not, that, that's not a policy number for him, but I'm gonna try to search by his name. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that lemon is spelled like the, the, the uh lemon, or does it have two Ms?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And first name is spelled [PII], right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] that's where the.
[CUSTOMER][NEUTRAL] That's
[AGENT][POSITIVE] Thank you for your patience. One moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, let's see, just bear with me one moment.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][POSITIVE] Thank you again for your patience.
[AGENT][NEUTRAL] Just trying to verify what type of policy this is.
[AGENT][NEUTRAL] OK, yeah, OK. So, uh, the correct policy number, uh, do you happen to have his address first? Did you know, do you have that info?
[CUSTOMER][NEUTRAL] Um, the, the address that they have on the last correspondence that they brought in was [PII].
[AGENT][NEUTRAL] OK. OK. Well, there, there is a physical address, see?
[CUSTOMER][NEUTRAL] But in his
[CUSTOMER][NEUTRAL] There's a new address that is this it [PII]. OK. You're welcome.
[AGENT][NEUTRAL] OK, that's it. OK.
[AGENT][NEUTRAL] Thank you for verifying that information. OK, so, um, I was able to locate that policy first. I wanna give you the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 00.
[AGENT][NEUTRAL] 152.
[AGENT][NEUTRAL] 890.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what other uh questions do you have?
[CUSTOMER][NEUTRAL] Um, I just need the policy amount.
[AGENT][NEUTRAL] OK let's see.
[AGENT][NEUTRAL] I'm showing that the policy amount is $5,288 but that is that uh uh verification of coverage does not guarantee the payment of a claim. I'm not sure if there are any loans out against that. Um, you would need to file a claim if they've given you have they assigned benefits to you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so do you have a claim form that you can email me or? OK.
[AGENT][NEUTRAL] Yes we do. Well, no, I can't email it. You can go to our website at [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Am [PII].
[AGENT][NEUTRAL] And it's
[AGENT][NEUTRAL] [PII] and it's the loss of life claim form.
[AGENT][NEUTRAL] And there is a beneficiary on this policy as well.
[CUSTOMER][NEUTRAL] OK, is it [PII]? You can't tell me that, OK.
[AGENT][NEUTRAL] And I cannot, can, OK. Mm mm, no.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Is she there?
[CUSTOMER][NEUTRAL] She is, she is you.
[AGENT][NEUTRAL] OK. Well, I can speak to her. Uh, you probably, let me just speak to her.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, Ms. [PII]. I'm sorry for your loss, and I just wanna make sure um you verify, I heard you in the background say your dad's date of birth was [PII] and um you I heard you say the address for her and um you are listed as the beneficiary on this policy, OK? And I just want to let you know that, right? And did you have any other questions? What was his date of death?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, my husband, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, today.
[AGENT][NEUTRAL] Today? OK. All right.
[CUSTOMER][NEGATIVE] Yeah, he died this morning.
[AGENT][NEUTRAL] OK, sorry for your loss. OK. And and um so the, the claim form, as I was saying to her, are you, you assigning, um, giving them assignment of benefits to be able to handle everything? Is that what you're doing?
[CUSTOMER][NEUTRAL] Yeah, I'm just, she's gonna handle everything for me that way they can get what the funeral cost out of it and whatever she's, I'm letting her because I don't know how to do all of that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well let me speak back to her. I just want to make you aware that you are the beneficiary, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Uh-huh, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hey, Ms. [PII]. OK, so yeah, you will need to file that, that, that, that loss of um loss of life, life claim form. Make sure um you follow the instructions on page one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And um we need a death certificate as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it does not have to be original. It can be a copy of the certified. It does have to be certified, but it can be a copy of the certified.
[CUSTOMER][NEUTRAL] OK, and um is the policy um contestable at this point? I mean like it's been more than 2 years, correct?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then assignment of benefits, make sure.
[AGENT][NEUTRAL] Let me take a look. So the policy has an effective date of, oh God, yes, [PII].
[CUSTOMER][NEUTRAL] OK, I will
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And uh uh so make sure we get that death certificate and make sure you also send over the form where they are um appointing you, you know, giving a signing benefits to you, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK great thank you so much for your help.
[AGENT][POSITIVE] All right. Anything else I can help you with? You're welcome. Anything else I can help you with? All right. Well, well, you have an awesome rest of your day and take care.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.
[AGENT][POSITIVE] Uh-huh, thanks for calling ATO. Bye bye.