AccountId: 011433970860
ContactId: 447b3bd6-8503-418c-a879-64f1d5d0d84a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1057880 ms
Total Talk Time (AGENT): 464961 ms
Total Talk Time (CUSTOMER): 317775 ms
Interruptions: 22
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/447b3bd6-8503-418c-a879-64f1d5d0d84a_20250415T13:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[AGENT][POSITIVE] Hi [PII]. I'm good. How are you today?
[CUSTOMER][POSITIVE] I'm good. I have [PII] on the phone and she's calling on claim status.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and what is her callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And you said she's got, she's needing claim status, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] Yes, I can help her with that. And what's the callback, I mean, policy number?
[CUSTOMER][NEUTRAL] It's 152-890 on a [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I verified his name and date of birth.
[AGENT][POSITIVE] All right. Well, I will be happy to help her. So you can transfer [PII] to me.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right thank you here she is.
[AGENT][POSITIVE] Thanks, [PII]. Have a good, thanks. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi, this is [PII]. How are you today?
[CUSTOMER][NEUTRAL] Hi this is [PII].
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So, [PII] was telling me that you're needing to check claim status for Mr. [PII]. Is that correct?
[CUSTOMER][POSITIVE] I'm fine thank you.
[CUSTOMER][NEUTRAL] that you're needing to checkpoint.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh yes, ma'am. I can help you with that. So I will need to verify a few things with you first, [PII] for security and also any information that's provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify Mr. [PII]'s first name and date of birth.
[CUSTOMER][NEUTRAL] Hi, yes ma'am, I can help you with that. So I will need to verify a few things with you first, mainly for security and the information that's provided with your verification and.
[CUSTOMER][NEUTRAL] Guarantee payment.
[CUSTOMER][NEUTRAL] Yes, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what is the data service? [PII]
[CUSTOMER][NEUTRAL] And your name is what?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] What is the data service and to build for him.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What do you mean by data service like?
[AGENT][NEUTRAL] She said you were calling for claim status.
[CUSTOMER][NEUTRAL] Yes ma'am. A de.
[AGENT][NEUTRAL] What type of claim status are you checking on?
[CUSTOMER][NEUTRAL] And the original she's originally.
[AGENT][NEUTRAL] OK, so just a moment.
[CUSTOMER][NEUTRAL] OK, so just a moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and [PII], where are you calling from?
[AGENT][NEUTRAL] I'm sorry, I didn't mean to call you [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] Heritage, no you're fine, you're fine, um, heritage memorial funding.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Just a second, let me see, it's taking a moment to pull up some information.
[CUSTOMER][NEUTRAL] A second, [PII], it's taking a moment to pull up some No, you're fine.
[AGENT][NEUTRAL] OK, so we did receive the claim. this states notice of death has been received. A claim form and the lost policy form has been letter has been sent to the beneficiary. We are waiting for these forms to be completed by the beneficiary and returned to us.
[CUSTOMER][NEUTRAL] The claim in this case notice of death has been received.
[CUSTOMER][NEUTRAL] A claim form and a loss policy form has been letter has been sent to the beneficiary. We are waiting for these forms to be completed by the beneficiary and returned to us.
[CUSTOMER][NEUTRAL] OK, and you said that was um.
[AGENT][NEUTRAL] That was processed [PII]. Yes, we're awaiting the completed claim form from the beneficiary.
[CUSTOMER][NEUTRAL] A claim form we're waiting the completed claim form from the beneficiary.
[AGENT][NEUTRAL] A coin
[CUSTOMER][NEUTRAL] And do you mind sending that over to us?
[AGENT][NEUTRAL] OK, give me one moment to see um who will actually need to send that to you just a second, [PII].
[CUSTOMER][NEUTRAL] And give me
[CUSTOMER][NEUTRAL] To say um.
[CUSTOMER][NEUTRAL] Who will actually need to send that to you just a second, I see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], I'm so sorry that you heard that. I could not mute my.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][POSITIVE] A phone quick enough for that. I'm so sorry.
[AGENT][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK. So what I'm gonna need to do, [PII], is to connect you over to um another area. I'm sorry. I know you've been transferred once, but, and I hate to do that to you, but there is a specific um area that handles the death claims.
[CUSTOMER][NEUTRAL] OK, so what I'm gonna need to do, [PII] is to connect you over.
[CUSTOMER][NEUTRAL] To um another area I'm sorry, I know you've been transferred once, but and I hate to do that to you, but there is a specific um area that handles the death claims. Mhm. I did not realize it was a death claim initially when when I received the call so I could have.
[AGENT][NEUTRAL] I did not realize it was a death claim initially when, when I received the call. So I could have cut down a little bit on this transfer, but when I call, you will not have to re-verify anything else. I will let them know that that has been done.
[CUSTOMER][POSITIVE] I know that has been done and if for any reason is not available at the moment then I can get back on the phone with you and I'll provide you, um.
[AGENT][POSITIVE] And if for any reason someone is not available at the moment, then I can get back on the phone with you and I'll provide you, um.
[AGENT][NEUTRAL] Any additional information and I can send a request to have someone to reach out to you.
[CUSTOMER][POSITIVE] Any additional information and I can send a request to have someone to reach out to you. OK, thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I can help you with?
[CUSTOMER][POSITIVE] Well, you are certainly very welcome and is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK. Well, then, thank you very much uh for calling APL Macy and I hope you have a very nice day.
[CUSTOMER][POSITIVE] OK, well then thank you very much uh for calling APL May and I hope you have a very nice day too.
[AGENT][POSITIVE] Yes, ma'am. Thank you so much. So one moment, please.
[CUSTOMER][POSITIVE] Yes ma'am thank you so much so one moment please.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[AGENT][POSITIVE] Good morning, [PII]. It's [PII]. How are you today?
[CUSTOMER][POSITIVE] Good morning. Good. How about you?
[AGENT][NEUTRAL] Uh, I'm OK, thank you. So customer service transferred me a call and it's on a death claim.
[AGENT][NEUTRAL] And this is um this lady is with Heritage Memorial funding.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy number is 152.
[AGENT][NEUTRAL] 890 for Mr. [PII].
[CUSTOMER][NEUTRAL] So this is like a funeral home?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I guess this is like that. Yeah, they call a lot. I don't know exactly, they're not a funeral home.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But there's a lot of notes in here and I know this company I don't know exactly what they do to be honest, [PII]. I just know we get a lot of calls from this particular.
[CUSTOMER][NEUTRAL] OK, let's
[CUSTOMER][NEUTRAL] You said it's memorial funding?
[AGENT][NEUTRAL] Heritage Memorial funding.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I see that [PII] per the notes she has sent over. OK, so, uh.
[AGENT][NEUTRAL] Emailed over documents.
[AGENT][NEUTRAL] So I went over the remark, OK, that's on the claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it says a claim form and the lost policy form letter has been sent to the beneficiary. I've never heard of a lost policy form, but OK, I don't know what that is.
[AGENT][NEUTRAL] Never seen that before.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] We are waiting these forms. OK, so now, this lady is asking.
[AGENT][NEUTRAL] If we can just email the forms over to her.
[AGENT][NEUTRAL] And I see that we have email forms.
[AGENT][NEUTRAL] To her?
[AGENT][NEUTRAL] Or to them, I should say.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me get with [PII] and check with her in regards to that. Uh, let's see.
[CUSTOMER][NEUTRAL] So the, the information that we're needing from the, the um beneficiary to complete their wanting to know if we can email it to them.
[CUSTOMER][NEUTRAL] Those forms that need to be completed.
[AGENT][NEUTRAL] Yeah, uh, [PII] with Heritage funding.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With Heritage Memorial funding, is wanting to know if that is, if that information can be faxed to her.
[CUSTOMER][NEUTRAL] OK, faxed to her, OK.
[AGENT][NEUTRAL] Or let's see
[CUSTOMER][NEUTRAL] Is she, is she on the phone right now?
[AGENT][NEUTRAL] Yes, she is. Uh-huh, she is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, or emailed, what did she say? I don't know. I'm sorry. I'm trying to do too much multitasking. Let's see here. Claim status. OK, now where did I see that waiting to start.
[AGENT][NEUTRAL] Oh the client.
[AGENT][NEUTRAL] So see [PII] back in January, they received assignment letter, claims and will email loss of life form to claims at Heritage Memorial funding.
[AGENT][NEUTRAL] At that time, it was a [PII].
[AGENT][NEUTRAL] So I guess she's wanting to have an email. I said fax, but I think she probably would want it emailed, just whatever forms we're needing, since we haven't received them back.
[AGENT][NEUTRAL] I don't know, maybe she knows get in contact with the beneficiary. I don't know.
[CUSTOMER][NEUTRAL] OK, I'm trying to send [PII] a message.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we're not supposed to reach out or, you know, we're supposed to just send it to.
[AGENT][NEUTRAL] The claim support key.
[AGENT][NEUTRAL] Since there's not a life queue to transfer to anymore that just runs back to the care team.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You can send it to me, but I can, um, I'm gonna get with [PII] cause I, I'm not sure as to.
[AGENT][NEUTRAL] Yeah, I'm
[CUSTOMER][NEUTRAL] This as far as the life policy.
[AGENT][NEUTRAL] Right, and I don't know what that lost policy. I don't know what that is. I've never seen that verbage before.
[CUSTOMER][NEUTRAL] I think that's just referring to the policy itself. I was trying to see if I saw the letter. I can't see that letter on our end.
[CUSTOMER][NEUTRAL] See what letter was sent out.
[CUSTOMER][NEUTRAL] Yeah, I'm not seeing let's see.
[AGENT][NEUTRAL] 326.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Like an email.
[CUSTOMER][NEUTRAL] Yeah, I don't even see the letter. I thought maybe it'd be on base, the correspondence.
[AGENT][NEUTRAL] No, all I see is mm mm a hub request with the death certificate.
[AGENT][NEUTRAL] Mhm. And that was all the 26th so I yeah.
[CUSTOMER][NEUTRAL] OK, that is in
[CUSTOMER][NEUTRAL] That's he saying we got the life claim, we need the death certificate. Hmm.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] No, that's not what it says.
[CUSTOMER][NEUTRAL] I'm gonna see, is that all we needed? Is that
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] We, it says please see attached death certificate for [PII]. That's the 326 correspondence.
[AGENT][NEUTRAL] And that's not what the remark code.
[AGENT][NEUTRAL] Let me look at
[AGENT][NEUTRAL] Oh no, [PII], clicked the wrong button. Hold on.
[AGENT][NEUTRAL] And I mean, let's see, Heritage of memorial funding under legal, there is the death certificate in on base.
[CUSTOMER][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] That's 3:31.
[CUSTOMER][NEUTRAL] Mm, you said the 3:31.
[AGENT][NEUTRAL] Mhm. Under legal documents. Mhm.
[CUSTOMER][NEUTRAL] Oh yeah, legal document.
[CUSTOMER][NEUTRAL] Yup, you are right. Let me tell her.
[AGENT][NEUTRAL] So according to the notes for I [PII] on [PII], it says.
[AGENT][NEUTRAL] Awaiting the desert got assignment and life claim form.
[AGENT][NEUTRAL] So we have that now.
[CUSTOMER][NEUTRAL] OK, let me give her the mail number so she must hadn't seen it then either.
[CUSTOMER][NEUTRAL] Now [PII], if you need to send her to me, you can send her to me. I'm just gonna research it.
[AGENT][NEUTRAL] Yeah, could I, cause I'm, could I, because I'm.
[CUSTOMER][NEUTRAL] Research it with [PII].
[AGENT][NEUTRAL] Yeah, since you're communicating directly with [PII], um, if you don't, if you don't mind, her name is [PII] and her callback number is [PII].
[CUSTOMER][NEUTRAL] Yeah, you can send it to me and what's the lady's name?
[CUSTOMER][NEUTRAL] Mm I think
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Very nice.
[CUSTOMER][NEUTRAL] OK, and her name is [PII].
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. And I'm making my note now. I'm making my note. OK, [PII], thank you so much.
[CUSTOMER][NEUTRAL] You can send it to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mm you're welcome.
[AGENT][NEUTRAL] Have a good day if I don't talk to you again.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] All right, thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.