AccountId: 011433970860
ContactId: 597fc9be-b752-4fe2-8755-90a38e056f3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399910 ms
Total Talk Time (AGENT): 74427 ms
Total Talk Time (CUSTOMER): 116574 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/597fc9be-b752-4fe2-8755-90a38e056f3b_20250225T18:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling in regards to a claim. Um, my son passed away and I was told that I'm the beneficiary, so I think, yeah, thank you. I faxed over the forms and I also sent the package in the mail just in case on Thursday and I have the policy number here in front of me. I want to verify if you guys received those records.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] OK, yes ma'am. What's that policy number and your name for me, please?
[CUSTOMER][NEUTRAL] Uh, [PII] policy number. I don't know why I don't have my glasses with me. Um, it's for [PII].
[CUSTOMER][NEUTRAL] Oh Lord, hold on, let me.
[CUSTOMER][NEUTRAL] Hold on because I have it here. Policy number 0 I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0257
[CUSTOMER][NEUTRAL] 0546
[AGENT][NEUTRAL] OK, thank you, ma'am. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] He had accidental.
[CUSTOMER][NEUTRAL] Um, accidental insurance.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um, I can tell you that I show a claim has been received. It hadn't been processed yet, but it looks like we received a claim on the [PII] of this month.
[CUSTOMER][NEUTRAL] OK, OK, so what this is all new to me, so what happens next?
[AGENT][NEUTRAL] Uh, they'll review the claim and process it, um, and did you send the, well, let me see.
[CUSTOMER][NEUTRAL] There were some forms that was emailed over from one of your reps for me to complete and sign. I sent that.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] I'm sorry, it's this system is going really slow. Give me one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Um, I think the information has been received. Um, once processed, um, there.
[AGENT][NEUTRAL] I guess in
[AGENT][NEUTRAL] Benefit information or next of kin information and to the system and then if payable, I will assume it will go to next of kin, but it's just in line for processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they have reached back out to to me a phone call or a letter.
[AGENT][NEUTRAL] Might be a letter. I don't, they usually don't make phone calls unless they're needing additional information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I was just confirming they received it because um the job he had the so called insurance company, one of the agents was trying to help but I had to keep calling them and I don't know if it was a favor they were doing or it was something that you know me and the family can do ourselves but I called you guys, you guys were a great help. You emailed the form I need it. I'm like I don't know why the guy from the insurance agent office was just dragging me along.
[CUSTOMER][POSITIVE] That was weird, but you guys, your team was a great help, so thank you I appreciate that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, ma'am. Uh, is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's about it. Thank you. You have a blessed one.
[AGENT][POSITIVE] Alright, you too. Thanks for calling APL.