AccountId: 011433970860
ContactId: 5ee99109-c0c7-4eba-9b59-5859fa6f31cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 513039 ms
Total Talk Time (AGENT): 134983 ms
Total Talk Time (CUSTOMER): 196666 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/5ee99109-c0c7-4eba-9b59-5859fa6f31cd_20250219T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. My name is [PII]. Um, my dad, [PII], has had life insurance through you guys and has recently passed. I wanted to see what the steps are following the life insurance policy for my mom and my mom's name as far as the beneficiary.
[AGENT][NEUTRAL] OK, [PII], I can assist you with that. Um, can I get a callback number for you, please?
[CUSTOMER][NEUTRAL] Uh yes ma'am, it is [PII].
[AGENT][NEUTRAL] May I have the policy number, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, let me.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I myself having it all laid out here's the last deal.
[CUSTOMER][NEUTRAL] Uh yes, ma'am, it is 103-9463.
[AGENT][NEUTRAL] Thank you, one moment please while I pull up the policy.
[AGENT][NEUTRAL] You said 1039463?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And your father's name, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh it's not a policy number for him.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you happen to know his social?
[CUSTOMER][NEUTRAL] Uh, I do. It is.
[AGENT][NEUTRAL] Let me get to that screen one moment.
[CUSTOMER][NEUTRAL] Um, uh.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] To that too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, I've got a picture taken of it. Let me grab that real quick.
[CUSTOMER][NEUTRAL] Alright, it is 587.
[CUSTOMER][NEUTRAL] 763325
[CUSTOMER][NEUTRAL] Oh, I'm sorry, there's actually, there's another one that there's another policy number too that's on the original certificate.
[AGENT][NEUTRAL] OK, I have it.
[CUSTOMER][NEUTRAL] If you need that too.
[AGENT][NEUTRAL] I have it. Could you verify the date of birth, please, and the address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yep, it is [PII] and then the address would be [PII] sorry that's mine, um, the address would be [PII].
[AGENT][NEUTRAL] [PII], thank you so much for verifying that information. So you're calling on the life policy for [PII]. Uh, one moment please while I review the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I have your mother's name, please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you so much for that. um.
[AGENT][NEUTRAL] So, um, we have a claim, a life claim form online.
[AGENT][NEUTRAL] At [PII]
[CUSTOMER][NEUTRAL] Um, I think
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Sorry, go ahead I was gonna say I tried to set up an online account but I didn't see how to.
[CUSTOMER][NEUTRAL] How to uh.
[CUSTOMER][NEUTRAL] That how to submit a claim online so I set up an account number or to sign in but I did and got lost on the website I guess and so I just called.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Is that from today?
[AGENT][NEUTRAL] Yeah, so the claim form that you would need to submit along with the death certificate, um, did you review the claim form and what is required to for the claim? Did you review?
[CUSTOMER][NEUTRAL] I have not. I, I couldn't find where to get the claim form at online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's under claims and forms. If you go to [PII], you go to claims and forms.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yeah and it's uh I guess is this the download and.
[AGENT][NEUTRAL] And then it would be the last.
[AGENT][NEUTRAL] Loss of life claim form?
[CUSTOMER][NEUTRAL] Uh, give me a second. Download and complete appropriate claim form, download and complete.
[CUSTOMER][NEUTRAL] Um, so is there not a way to file it online or is it the same download?
[CUSTOMER][NEUTRAL] I'm sorry, which, I guess.
[AGENT][NEUTRAL] Uh, I'm kinda, I'm kind of confused on what you're, so are you at [PII] website?
[CUSTOMER][NEUTRAL] I am at yeah [PII] website and it says claims and forms and you click on that one and then you scan down and it's got two different categories it's got mail paper form fax documents.
[AGENT][NEUTRAL] OK, and
[AGENT][NEGATIVE] No, no, you keep scrolling.
[CUSTOMER][NEUTRAL] And it says download and complete appropriate, OK.
[CUSTOMER][NEUTRAL] OK, and then it's got claim forms down below it.
[CUSTOMER][NEUTRAL] So which one do I need to get then?
[AGENT][NEGATIVE] Loss of life.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Loss of life claim form, OK, so download that one.
[AGENT][NEUTRAL] Page one tells you what is required.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Page page 2 needs to be filled out.
[AGENT][NEUTRAL] And then you can either fax or mail us.
[AGENT][NEUTRAL] Those documents that is required.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, perfect, then that's what I'll do.
[AGENT][NEUTRAL] Alright, um, I can get you over to customer service, um, they can get to you what's needed so they can go ahead and stop the premium.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Um, OK, um, will that do what once I fill this out, will that do go automatically because the premiums paid up till June, I think, so it's no hurry to stop the premium, right?
[AGENT][POSITIVE] I mean, I believe that they will uh give you back the premium.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] For that, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I'll um.
[CUSTOMER][NEUTRAL] I'll fill this out real quick and then submit it and then we can then I'll I'll talk with someone on that after I submitted this.
[AGENT][NEUTRAL] OK, no problem, [PII]. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] At
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] All right, my condolences to you and your family. Thank you for calling APL. You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Alright you too bye.