AccountId: 011433970860
ContactId: 69be647c-7ca0-4bcf-99c1-85fbd1c77ac0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227130 ms
Total Talk Time (AGENT): 98458 ms
Total Talk Time (CUSTOMER): 108745 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/69be647c-7ca0-4bcf-99c1-85fbd1c77ac0_20250408T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yes, ma'am. This is, um, [PII], and my aunt [PII] had a policy, a life insurance policy with y'all, and, um, she has passed away and we received the death certificate today and so I was trying to see what we needed to do to get um a benefit claim for her beneficiary.
[AGENT][NEUTRAL] OK, um, first, we'll need to receive the death certificate.
[AGENT][NEUTRAL] Let me give you the, the address to send that to and do you know her policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, um, I think, yes, I, I have the policy number.
[AGENT][NEUTRAL] OK, what is that, please?
[CUSTOMER][NEUTRAL] It's um 152334.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what was your name again, please?
[CUSTOMER][NEUTRAL] My name is [PII], but her beneficiary is my cousin [PII]. I'm just the one handling everything.
[AGENT][NEUTRAL] OK, alright, so I can give you, I can't give you any information about the policy because you're not on the policy, but I.
[CUSTOMER][NEUTRAL] Right, no, I have all of that, right.
[AGENT][NEUTRAL] OK, good, but I can give you the um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To send that
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, are you there so I can give you that address?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh, yeah, I am, I am.
[AGENT][NEUTRAL] OK. The, the address is [PII] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][POSITIVE] [PII] OK.
[AGENT][NEUTRAL] Yes, OK, and.
[CUSTOMER][NEUTRAL] And so I can just um.
[CUSTOMER][NEUTRAL] Like email you a copy of the death certificate.
[AGENT][NEUTRAL] Yes, ma'am. And can you spell your name for me, please?
[CUSTOMER][NEUTRAL] Uh huh, it's [PII]
[AGENT][POSITIVE] Oh, OK. I wanna make sure I had it right. Thank you. Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, you can send that information and I'm also gonna give you a website to go to to get the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, so but the first step would be to send in the death certificate.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am. Send that in.
[CUSTOMER][NEUTRAL] Or can I do this all at uh he will, I'm assuming he will have to fill out the, the claim form.
[AGENT][NEGATIVE] Right, and you can get it at that website and when you get in the website you're gonna click on claims and forms and you're gonna choose the loss of life.
[CUSTOMER][NEUTRAL] Or OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, loss of life. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, OK, alright, thank you so much.
[AGENT][POSITIVE] You're very welcome. Uh, is there anything else, Ms. [PII], I can help you with?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, ma'am. I think that's it.
[AGENT][POSITIVE] OK. All right. Well, you take, you have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[AGENT][NEUTRAL] Mm bye-bye.