AccountId: 011433970860
ContactId: 545d1082-1414-4815-b903-b79ade129ab6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1138750 ms
Total Talk Time (AGENT): 347548 ms
Total Talk Time (CUSTOMER): 388991 ms
Interruptions: 9
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/545d1082-1414-4815-b903-b79ade129ab6_20250619T19:08_UTC.wav
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[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII], and I am calling about my dad's um life insurance uh policy. Gosh, I think I left it.
[CUSTOMER][NEUTRAL] Inside, is there any way, do you need that policy number or can I give you his uh name or how can you look that up?
[AGENT][NEUTRAL] OK, so you, [PII], you said that you're calling on behalf of your father's life insurance policy?
[CUSTOMER][NEUTRAL] Yes, he just uh passed away the [PII] and I called a couple of times, thank you. I have, I think I have all of the information I need, but this is the craziest thing after all of this. I have got shingles in my eye and I cannot read that small. I know, I know. And I know the sweet lady told me to, um, she sent me a link to um
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what is this, the loss of life claim form, and I've got that and I know I have to sign it and get it notarized and then I have a copy of the death certificate. Was there anything else before I faxed this to you that you guys needed along with those two sheets?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], so what I'll need to do is you're wanting to verify just what information you need to send to us, is that correct? You're just kind of double checking? Yes. OK, well I can help you um with that and I can look up, try and look up your father's policy information a different route, but first off, what is a good call back number for you?
[CUSTOMER][POSITIVE] Correct, uh-huh, yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII] and I can, I hadn't pulled off in my car yet. I might can go in and get that um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sheet and try to read that.
[AGENT][NEUTRAL] Well, that's OK. I can try. And what did you say your last name was? [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My last, uh-huh, my last name is [PII]
[AGENT][NEUTRAL] Uh-huh. OK, thank you. And then.
[CUSTOMER][NEUTRAL] And it's for my dad and this is his um policy number it's um 00426975.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you one moment while I get that pulled up please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And I know she told me this before, but
[CUSTOMER][NEUTRAL] I just, I could not remember and I've got that um together and I was gonna go ahead and fax that to you after I get it notarized in a few minutes.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Now I will need to verify several things with you first for security [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So first off, if you could please verify your father's name and his date of birth.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you, and his home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and a phone number that we would have had on file for Mr. [PII].
[CUSTOMER][NEUTRAL] Um, try [PII].
[AGENT][NEUTRAL] No, that's not the one.
[CUSTOMER][NEUTRAL] And that's not it, 2, OK, [PII] was his home line, but it's OK that and it's not good anymore. The only one that's good is the first one I gave you the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah, that is what.
[AGENT][NEUTRAL] And that's your number, correct?
[CUSTOMER][NEUTRAL] It is, uh huh.
[AGENT][NEUTRAL] OK. All right. So let's see, just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so for, for now, Miss. [PII], I mean, I'm, I'm sorry, I was about to call you Ms. [PII], Miss [PII], cause I was looking at your dad's name. So yes, submit the loss of life claim form and the policy, I'm sorry.
[CUSTOMER][NEUTRAL] That's OK. That's OK.
[AGENT][NEUTRAL] The death certificate and the loss of life claim form to start with.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK, just those two pieces of information and sign it and have it notarized, OK, and the fax number that she gave me was [PII].
[AGENT][NEUTRAL] And then we will process that.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, OK, alright, and is.
[AGENT][NEUTRAL] And then make sure that you're, I'm going to make a note obviously to our conversation, but if there is any um
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] You know, include your contact information so that if there's other documentation that is needed on this type of policy, then they would be able to reach out to you and I am gonna put your number as well in my notes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK, um.
[CUSTOMER][NEUTRAL] OK, I will see, um, I can run back in and get a clear sheet of paper and do that because the funeral home is, um, going to fax that to you and it would be from Serenity, but um I, I paid them so um I have a zero balance with them so will y'all send the check to me or um since it's coming from Serenity or do I need to.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, send those or have them to write you a note on there or to send a copy of the um my receipt from the funeral home showing it's a zero balance or I'm just trying to cut out any confusion. I know it's a lot when you know all that goes on.
[AGENT][NEUTRAL] Oh sure. Uh, yes, I understand. So, now, as far as all of those types of questions, what I can do is I, um,
[AGENT][NEUTRAL] OK, let me see if I can get you connected well first off, let me see if someone is available that can speak to you um one moment please.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] 10 OK.
[CUSTOMER][NEUTRAL] And the only reason that I'm going to do that through the funeral home is um she's a notary and I have to go up there anyway, but I do have a receipt, you know, from her showing a zero balance.
[AGENT][NEUTRAL] Well, sure.
[AGENT][NEUTRAL] Alright, give me one second to look at something, OK?
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] OK, so actually the lady that primarily um does a lot with our life policies is not, it doesn't appear she's in the office today, so.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I just recommend that I can send a request to um
[AGENT][NEUTRAL] Let me think, let me see what's gonna be the best way to do this, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not sure who I talked to. I would have to pull all of that, but when I called, um, the last two times I called right after because you know how you have to look for everything and make sure you have everything, um, they told me to, um, the, um, just what you said that um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like you talked to.
[AGENT][POSITIVE] Absolutely. I do know.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, death certificates and that pizza, um,
[CUSTOMER][NEUTRAL] I mean the um the the piece loss of life and um to send that she said and it would, what did she say take.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't know she said 5 to 7 or 7 to 10, um, days for them to process and that that should be all that they needed but um do you think it's something different?
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] That, yes, that's.
[AGENT][NEUTRAL] Well, no, that's just gonna be an approximate time frame. Um,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me, I want, I'm gonna, I need to ask a question, so give me one second.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so just one second, I'm asking um if there's possibly somebody else that I could connect you with to verify on some of the additional questions that you have beyond, you know, the forms that we've gone over for you to send back to us.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Ms. [PII], so give me just a second to see if I can get.
[AGENT][NEUTRAL] OK, so what I can try and do um is to connect you, Ms. [PII] with one of the examiners.
[AGENT][NEUTRAL] That could possibly answer some additional questions on the forms or receipts that you were referring to um.
[AGENT][POSITIVE] And I will give them your dad's policy number. I will give them, you know, let them know that everything has been verified and so you will not have to do all of that again.
[CUSTOMER][POSITIVE] OK, that will be great thank you so much.
[AGENT][POSITIVE] OK. Well, you're very welcome. And is there anything else that I could try and help you with before I do that?
[CUSTOMER][POSITIVE] I don't think so, but thank you so very much and you.
[AGENT][NEUTRAL] OK. Well, you're, oh, well, you're welcome. Now, I do want to, let me check one thing on that loss of life claim form, OK?
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I'm sorry, I'm having some lag in my system, so bear with me just a second.
[AGENT][POSITIVE] OK, so yes ma'am, I finally got it to pull up. So I'm gonna connect you now and again Miss [PII], thank you for calling APPL and I really hope you have a nice evening.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Sing.
[AGENT][NEUTRAL] Ms. [PII], this is still [PII], so I am sorry, but there's currently not anyone available at the moment and I don't know what, you know, the whole time would be. So I will be happy to send a.
[CUSTOMER][NEUTRAL] Two different people.
[CUSTOMER][NEUTRAL] Well, two different people have told me that that's all I needed. I just needed to, like I said, just confirm that there was nothing else that you guys needed before I, um, have to notarize this and send it, but, and I sent a note. I said, um, I put my name, my address.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, my phone number today's date, my dad's name, his policy number, and I said please find the completed notarized and signed loss of life claim form along with death certificate. Also please find copy of contract from funeral home showing zero balance. Thank you, [PII], and then um I'm gonna go along this zero balance of the.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The contract from the funeral home, his death certificate, and this signed and notarized filled out form along with this letter. So I mean, both of the, and it's two different people that I talked to and they said that's all I needed. So do you, do you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, and I don't know if you had, yes, ma'am. Uh, as far as based on everything you're saying at this time, yes, ma'am. Because um we have to have those two documents first off. I just was not clear on about, you know, your receipt questions and that type of thing.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, since I knew you were going to be sending that now to get that confirmed, but you send everything you have, then any additional information once that's been received.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] If it's necessary, then the examiner, you know, will be in touch with you regarding what we need.
[CUSTOMER][POSITIVE] OK. All right then. Thank you so much.
[AGENT][POSITIVE] All right. Oh, well, you're very welcome. And again, it was my pleasure in speaking to you today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much bye bye.
[AGENT][POSITIVE] Yes, ma'am. You're welcome bye bye.