AccountId: 011433970860
ContactId: 44d1289c-ff2a-4609-9358-11a641f602d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212660 ms
Total Talk Time (AGENT): 77157 ms
Total Talk Time (CUSTOMER): 76495 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/44d1289c-ff2a-4609-9358-11a641f602d6_20250203T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] by the Raymond Navajo School Board.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I need some information about a policy for uh it may be under still under [PII], the policy number is 763-238.
[AGENT][NEUTRAL] 763-238.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]. I have it listed, [PII]
[CUSTOMER][NEUTRAL] Gray Eyes, yeah, that's her maiden name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, sadly, she is, she is deceased.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] The last, um, beneficiary I have is um it's to her husband which is now her ex-husband and her children. I'm wondering if you have a updated one because I do not.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the only thing, the only
[AGENT][NEUTRAL] The person's name that we have listed on the policy is a [PII].
[CUSTOMER][NEUTRAL] Yeah, that's her ex.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She changed everything. I have papers that she changed all of her other to her children, her adult children, but this one.
[CUSTOMER][NEUTRAL] I don't know why she we didn't change it or.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me pull up our application.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, the primary uh beneficiary I have is Wallace and then contingent all children equally.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] That's all that's on the application that we have in our system.
[CUSTOMER][POSITIVE] And I don't know if I have a claim form. I've been thankfully so long I.
[CUSTOMER][NEUTRAL] I don't can are you able to send me a claim?
[AGENT][NEUTRAL] Um, I cannot, I don't have access to those. I can get you down to the claims and benefits department and they should be able to assist you with that, um, but yeah, I do not have access to that. Hang on one second, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] in Groupvillain. I have um [PII] with um a, a group on the phone. One of her one of their insured has passed away, so she's needing assistance with getting the claim form for a life policy.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] 763-238.
[CUSTOMER][NEUTRAL] Alright and you said we have [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, you can send her over.
[AGENT][POSITIVE] Alright, here she comes. Thanks.
[CUSTOMER][NEUTRAL] Mhm.