AccountId: 011433970860
ContactId: 4ddaa6fc-54d9-46f5-a411-ebd8e897c29c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222570 ms
Total Talk Time (AGENT): 89766 ms
Total Talk Time (CUSTOMER): 102000 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/4ddaa6fc-54d9-46f5-a411-ebd8e897c29c_20250306T17:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling about a life insurance. My daughter had got deceased on um last year, [PII], and um we got the papers to fill, you know, to fill out. But what I wanted to ask on the beneficial part, is it a way to see who the beneficiary is so all of us don't have to fill out these papers? Just who the beneficiary is?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is that policy number? Do you have that available?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] We don't have the policy number. All I got is like a social security number and all that.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I can look it up by social. What is that number please, ma'am?
[CUSTOMER][NEUTRAL] OK. Her social security number is?
[CUSTOMER][NEUTRAL] I don't know the hard trying to do it.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was her name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And this is for a life policy benefit?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] And I'm sorry for your loss.
[CUSTOMER][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] I know that's hard.
[CUSTOMER][NEGATIVE] Very hard.
[AGENT][NEUTRAL] I'm sorry, you're having to go through that. Your first daughter.
[CUSTOMER][NEUTRAL] My first daughter.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Oh, we don't have any beneficiary information on this policy, so everyone would need to complete it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, just wanted to make sure that we all, you know, did it. I thank you so much for telling me that. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely. And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] On the death certificate. If it was to go fill out everything online.
[CUSTOMER][NEUTRAL] We can do a copy of the death certificate or you have to have the
[CUSTOMER][NEUTRAL] It's sent in the mail.
[AGENT][NEUTRAL] No, you can send a copy that's fine.
[CUSTOMER][NEUTRAL] OK, we send it are we, I mean upload it.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Do we upload, upload it if we would do an online one?
[AGENT][NEUTRAL] Bear with me just one second, let me, let me take a look at that for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And y'all are submitting the loss of life claim form?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I, I think it's some kind of, I maybe I'm seeing it wrong. I just see where you can do it online. Maybe it was for something else.
[AGENT][NEUTRAL] Yeah, you know, actually, because the claim form and the now the death certificate, I do apologize, we do need that, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You can send in a certified copy of the death certificate.
[AGENT][NEUTRAL] But now on the claim form, on the loss of life claim form, it does have to be notarized, so that will need to be mailed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, OK, thank you for letting me know that, OK.
[AGENT][NEUTRAL] Absolutely. I see.
[CUSTOMER][NEUTRAL] All right, just making sure I don't wanna do nothing wrong, OK.
[AGENT][NEUTRAL] That
[AGENT][POSITIVE] Yeah, I understand and you can just call us anytime, OK?
[AGENT][POSITIVE] If you have any questions, my pleasure. You have a lovely afternoon.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You do the same thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.