AccountId: 011433970860
ContactId: 551da7cc-0596-444d-9b7a-626dc94a3028
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174679 ms
Total Talk Time (AGENT): 117723 ms
Total Talk Time (CUSTOMER): 40358 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/551da7cc-0596-444d-9b7a-626dc94a3028_20250130T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Express Funeral funding. I'm calling on to check if you guys received our assignment.
[AGENT][NEUTRAL] OK, I can see, can I help you with that, [PII]. Can you give me uh your phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's um [PII].
[AGENT][NEUTRAL] All right. And may I have the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 00696679.
[AGENT][NEUTRAL] OK, and it's um Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, let me see. OK, let me um see if we had this is on claim form was received and 11 waiting um beneficial send back form that was sent for lost file and claim form. OK, so I spoke with you on the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Mhm. I need to see if we received the claim form and I told you we had and was waiting on the beneficiary to send back the form that was sent for the lost file and claim form. So we haven't got anything since then, since the [PII].
[AGENT][NEUTRAL] So, yeah. So we, we're waiting on, uh, I don't, I don't even know if we have the death certificate, but let me go over here and look. We're probably waiting on the uh death certificate and we're probably waiting on the loss of life claim form that have to be filled out by the beneficiary. So let's see what we.
[CUSTOMER][NEUTRAL] OK, does that mean that you received our assignment then?
[AGENT][NEUTRAL] Uh-huh. I spoke with you on the [PII] and told you that we received that, but let me tell you what's out of pending. I can tell you.
[AGENT][NEUTRAL] Mhm. Give me one second.
[AGENT][POSITIVE] OK. It's coming up. I'm sorry about that. Yeah, we have the assignment from Express film funding. Yes, we received that. Mhm.
[CUSTOMER][NEUTRAL] OK, that is 4,639,450 right for the amount in signed by [PII].
[AGENT][NEUTRAL] That's what you got on this, uh-huh. 639,450 is the amount, uh-huh, signed by the beneficiary.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. All right, that's the only thing I wanted to confirm. The rest of the documents are still being requested.
[AGENT][NEUTRAL] OK. All right. Well, anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Um, no, that'll be all. Thank you so much. You do have a great day.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you for calling American Public Life. You have a wonderful day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.