AccountId: 011433970860
ContactId: 4ffe9c23-7644-4732-b18d-04626e4c8098
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133660 ms
Total Talk Time (AGENT): 67796 ms
Total Talk Time (CUSTOMER): 67661 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/4ffe9c23-7644-4732-b18d-04626e4c8098_20250620T19:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team. I tried going into the life claims queue and it sent me straight to someone else in the care team who also doesn't know the answer to this question. I was just wondering if you could answer this for me, um.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a woman on the line who's the daughter of a policy holder of a group term life policy. He recently, uh, he passed away on Sunday and um he doesn't have any beneficiaries listed and so I was reading her what's on the claim form that I'm sending her, um, and I didn't know if there was anything else that she needed like do they need the executorship since he doesn't have a beneficiary or what, what else does she need?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Besides the death certificate and the policy and all that.
[AGENT][NEUTRAL] OK, so she would right now just need the so is she the executive of his state? Did she say that?
[CUSTOMER][NEUTRAL] No, he just, he just completely like, he put her on his, his bank account is all he did, and he does have a father who's still alive too, so she didn't know if she needed to put him down as well. I mean, he's, he was pretty young, so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so she just needs to send us a death certificate right now and then we'll take a look at it because there could be something in the files somewhere in on base we gotta research it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she could send us a death certificate now let her know to put her phone number on there and a con you know, a good contact number so we can contact her it what and of what we need if we need anything but start with just sending the death certificate when she gets it first, um, to if she's trying to send it to the claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and the claim form, so the claim form and the death certificate for right now, and then they'll let her know what she, if she needs anything else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll get with her and let her know thank you so much for your help.
[AGENT][POSITIVE] Yes, ma'am. No problem. Have a good day and a good weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. All right, bye bye.