AccountId: 011433970860
ContactId: 53c36bb1-3435-40bb-823c-e7d42ffbc841
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 883780 ms
Total Talk Time (AGENT): 132798 ms
Total Talk Time (CUSTOMER): 170027 ms
Interruptions: 14
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/53c36bb1-3435-40bb-823c-e7d42ffbc841_20250407T21:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] For calling ATL, this is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with Heritage Memorial funding, and I'm calling to check the status of a death claim.
[AGENT][NEUTRAL] Mhm. Is it?
[CUSTOMER][NEUTRAL] And you said your name was what?
[AGENT][NEUTRAL] My name is [PII] last initial [PII]
[CUSTOMER][NEUTRAL] My name is [PII] OK.
[AGENT][NEUTRAL] And you say you're calling from where I'm sorry?
[CUSTOMER][NEUTRAL] And you said you're calling from where Heritage Memorial funding?
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, and may I have a callback number just in case we get disconnected? Of course it's [PII].
[AGENT][NEUTRAL] OK, and do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's 00152890.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] All right. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] All right, and what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] Thank you and I'm sorry, I didn't catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Can you repeat your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Ma.
[AGENT][POSITIVE] I, OK, thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] me
[AGENT][NEUTRAL] All right. And you said this is a life policy and
[CUSTOMER][NEUTRAL] Alright and you said this is a life policy and
[AGENT][NEUTRAL] You're trying to get claims?
[CUSTOMER][NEUTRAL] You're trying to get clean.
[CUSTOMER][NEUTRAL] I want to know the status.
[AGENT][NEUTRAL] Alright, one moment, let me go ahead and see where they are with this claim. Um, do you mind holding for me?
[CUSTOMER][NEUTRAL] Alright, one moment, let me go ahead.
[CUSTOMER][NEUTRAL] They are they are with this claim um do you know how? That's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It looks like it's still under review. I don't see any changes um from the last time that we received the call.
[CUSTOMER][NEUTRAL] It looks like it's still on the review. I don't see any changes um from the last time that we received a call.
[CUSTOMER][NEUTRAL] Do you know how long it will be under review for?
[AGENT][NEUTRAL] No, I'm not, um, I'm not certain. It doesn't say how long it's gonna be under review.
[CUSTOMER][NEUTRAL] I'm not it doesn't say how long it's gonna be OK, and can, can you confirm that Heritage Memorial fundings PO box is on file?
[AGENT][NEUTRAL] And I don't have any other notes.
[AGENT][NEUTRAL] OK, what's that PO box?
[CUSTOMER][NEUTRAL] If you were sent to PO.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] What is that address?
[CUSTOMER][NEUTRAL] What is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me see if I have the documents.
[CUSTOMER][NEUTRAL] back here.
[AGENT][NEUTRAL] Bear with me just one more minute. Let me see who's handling this.
[CUSTOMER][NEUTRAL] OK bear with me just one more minute. Let me see who's hand.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh huh, [PII], yes, mhm, that's what we got.
[CUSTOMER][POSITIVE] Yes, yes, OK, thank you and could you check one more for me?
[AGENT][NEUTRAL] What, another member?
[CUSTOMER][NEUTRAL] What another member?
[CUSTOMER][NEUTRAL] Another client.
[AGENT][NEUTRAL] For the same member or a different member?
[CUSTOMER][NEUTRAL] Different.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Bear with me just a second.
[CUSTOMER][NEUTRAL] Let me just
[AGENT][NEUTRAL] OK. What's the policy number on the next one?
[CUSTOMER][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 154356.
[AGENT][NEUTRAL] What's the name on this one and the date of birth?
[CUSTOMER][NEUTRAL] What's the name on this one and the date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Looks like it's the same thing on this one.
[CUSTOMER][NEUTRAL] The same thing on this.
[AGENT][NEUTRAL] Let me look at the notes really quick.
[CUSTOMER][NEUTRAL] Let me look at the notes really quick.
[AGENT][NEUTRAL] OK, so the last um document on this one was [PII], which is the same one as the other one. So, um, yeah, it's, it's still in line to be processed. It's under review.
[CUSTOMER][NEUTRAL] Uh, it, it's still online to be processed it maybe.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And can you also confirm that Heritage Memorial fundings PO box is on file?
[AGENT][NEUTRAL] OK, let me pull the documents on this one.
[CUSTOMER][NEUTRAL] Ok, let me pull the documents on this.
[AGENT][NEUTRAL] Still waiting.
[CUSTOMER][NEUTRAL] waiting
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, [PII] mhm.
[CUSTOMER][POSITIVE] Alright, well thank you so much for your help today and I hope you have a great rest of your day.
[AGENT][POSITIVE] You as well, and thank you for calling APL. Have a good afternoon. That's amazing.
[CUSTOMER][POSITIVE] Thank you as well and thank you for calling EPO. You have a good afternoon. You too. Bye bye.