AccountId: 011433970860
ContactId: 60a527c7-bb4f-423f-80a9-5e79e9bbf036
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381059 ms
Total Talk Time (AGENT): 159519 ms
Total Talk Time (CUSTOMER): 173454 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/60a527c7-bb4f-423f-80a9-5e79e9bbf036_20250417T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was calling to start the process or find out what I need to do to file a life insurance claim, please.
[AGENT][NEUTRAL] OK, I can help you. Can I get your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]
[AGENT][NEUTRAL] OK, and who, who is the policy holder? Was the policyholder, uh, [PII]?
[CUSTOMER][NEUTRAL] The insured is my uncle who passed away. His name is [PII] is the last name.
[AGENT][NEUTRAL] And spell the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and what's a good phone number for you in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, and our condolences to you and your family.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] And you said that you are the nephew?
[CUSTOMER][NEUTRAL] I'm his nephew and they uh uh executor of his estate, but his wife, who is the beneficiary is still living. She's just quite old.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we will we need to speak with her, [PII], to get permission to speak with you, um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, what state does, uh, the policyholder, did they reside?
[CUSTOMER][NEUTRAL] Well, alright.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's a life policy that they have with us?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] Do you know the complete address?
[CUSTOMER][NEUTRAL] Sure, their address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do they have a
[AGENT][NEUTRAL] I'm sorry, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, now did they live somewhere else before [PII]?
[CUSTOMER][NEUTRAL] No, uh, yes, yes.
[CUSTOMER][NEUTRAL] But the address, I mean, I'm looking at all your paperwork and it all has that address um they lived in [PII] when they got the policy. It was originally, um, [PII].
[AGENT][NEUTRAL] What state?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And you said the spelling of the last name is [PII]?
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] Oh, EA OK, it's my handwriting then.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have the policy number if that helps and all that.
[AGENT][NEUTRAL] I haven't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And you would call us and give us that number, that'll be easier for us.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so we would need um the beneficiary to give us a call, um.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And you know we would have to get permission to speak with you regarding the file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when she does that, I mean, again, she's almost [PII] well she's [PII] old, so I mean she is gonna be a little confused so she calls your number and gives her that policy gives you that policy number and says I'm giving permission for my nephew to speak with you guys about it. Is that how that's gonna go down?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, and you can and you can be on the phone as well you can be on the phone as well. I mean right now what we would need is a copy of the death certificate.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Right, and I'm gonna get that um.
[AGENT][NEUTRAL] So you can go ahead and send that in to us.
[CUSTOMER][NEUTRAL] OK, and at this the address I have for you guys, let me see, make sure I'll take it down if I already have it, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm, actually your letterhead doesn't have an address on it that one doesn't, uh, I have an older piece of paper from you guys.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, interesting, it does not have your address on it, so could I get your address?
[AGENT][NEUTRAL] Uh-huh, it's [PII].
[CUSTOMER][NEUTRAL] Or where to send the death certificate PO box.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] City, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 8
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, and so we would just uh.
[CUSTOMER][NEUTRAL] Address, I mean put a letter in there that says this is for policy so and so.
[AGENT][NEUTRAL] Yeah, there's actually a loss of life claim form that would need to be completed and she would, well, you'll probably need to assist her in completing that uh claim form.
[CUSTOMER][NEUTRAL] And then include the death certificate.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and is that on your website?
[AGENT][NEUTRAL] It's on [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] And when you get to the site, uh, the upper right, there's a claims and forms link.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You click the link, uh, the claim, the claims are in alphabetical order.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And the life claim is going to be the loss of life claim is on page 2.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It'll say loss of life claimant to the right there's a download form button you can click that and download it.
[CUSTOMER][NEUTRAL] OK, and mailed that with the death certificate.
[AGENT][NEUTRAL] We print
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that's very helpful uh well if we do all that I mean I guess you may not need to talk to anyone. I mean if we just put all that together, OK.
[AGENT][NEUTRAL] She doesn't, yeah, and this is not PHI, yeah, it's just a claim form and letting you know what we need to get the, you know, the process started, but she'll need to complete that form and as a, you know, beneficiary, she'll need to sign it and date it as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, OK, thank you so much for your help that's helpful.
[AGENT][POSITIVE] Absolutely, [PII]. Anything else we can help out with today?
[CUSTOMER][NEUTRAL] No, I don't think so.
[AGENT][NEUTRAL] And [PII], what was the date of passing?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, I just wanna put it in the notes, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] All right have a good day. Thanks for calling APL have a good day.