AccountId: 011433970860
ContactId: 6c4012c0-620b-477d-a8b2-4681f34bfbc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 849500 ms
Total Talk Time (AGENT): 152529 ms
Total Talk Time (CUSTOMER): 194445 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/6c4012c0-620b-477d-a8b2-4681f34bfbc3_20250606T19:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, sir. I was trying to return a call, uh, to Ms. [PII] at [PII] [PII] but I wasn't able to. I tried to put it in, but it wasn't going through.
[AGENT][NEUTRAL] OK. Do you have your policy number? I can pull it up here and then I can see if that.
[CUSTOMER][NEUTRAL] I, uh, no, ma'am, I don't, uh, it was in regards to, uh, a claim I filed. My mother passed and, uh.
[CUSTOMER][NEUTRAL] I, she said she needed me to call to, uh, in regards to that, so I don't know, know if there was something else I needed to do or not.
[CUSTOMER][NEUTRAL] I don't have any of her information with me right now. I'm sorry.
[AGENT][NEUTRAL] OK. Uh, so.
[AGENT][NEUTRAL] What is your first name?
[CUSTOMER][NEUTRAL] Sure. Mine is [PII]
[AGENT][NEUTRAL] And then what was your mother's name?
[CUSTOMER][NEUTRAL] Uh first name [PII], [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And her last name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me see what I can find here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She reside in [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK. Yeah, she didn't really put any notes in here.
[AGENT][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] OK, um, do you have a good callback number? I need to reach out to [PII] and see if she's available, uh, just in case if something happens, what's, what's a good callback number?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and she didn't really leave any details. She just said she was calling you back in regards to a claim?
[CUSTOMER][NEUTRAL] Uh, yes, let's see, I can.
[CUSTOMER][NEUTRAL] Because it'll it actually will print my um.
[CUSTOMER][NEUTRAL] uh, my name is [PII].
[CUSTOMER][NEUTRAL] With a I was calling in reference to the uh
[CUSTOMER][NEUTRAL] Heart attack and stroke claim.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That you submitted for Mrs. [PII] and just said could you uh give me a call back that's it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we'll see. All right.
[AGENT][NEUTRAL] OK. So it looks like on here, [PII], um, she didn't have any sort of beneficiaries.
[AGENT][NEUTRAL] Um, so do you have anything, um.
[AGENT][NEUTRAL] Let's see, it's asking for a letter of administration for the deceased insured estate.
[CUSTOMER][NEUTRAL] No, I don't, uh.
[CUSTOMER][NEUTRAL] No, I don't have anything. I'm well.
[CUSTOMER][NEUTRAL] Uh, only thing, I'm the only child, but I don't have anything, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Administrator wise.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK. Have you, I didn't even check. I apologize, [PII]. Have you submitted yet? Um, do you have any sort of death certificate yet or are you still waiting on that?
[CUSTOMER][NEUTRAL] No, it's fine.
[CUSTOMER][NEUTRAL] No, I, I, uh.
[CUSTOMER][NEUTRAL] I don't think, I think it was a week before last, uh, either that Wednesday or Thursday of that week. I faxed in uh a copy of the death certificate, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Copy of my birth certificate.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to think if there was something else that.
[CUSTOMER][NEUTRAL] That says I need to fax
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess that was it
[CUSTOMER][NEUTRAL] And I put the uh on the cover sheet I put the uh.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Policy number and who who it was in regards to my mother.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Things of that nature.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh, I know what it was um I had to send in um.
[CUSTOMER][NEUTRAL] And I my
[AGENT][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] I don't know if I'm yes, showing, uh, what she was actually being treated for and everything. I sent that in as well.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, let me see if she can advise me on maybe what was needed for this because I see what you had sent and everything so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, 14.
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] that has
[AGENT][NEUTRAL] S
[AGENT][NEUTRAL] What is a customary paper.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Or a letter of administration for deceased insured estate.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I don't even know if it's all right to do anymore.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] my head straight.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I don't know if we're supposed to do that anymore.
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][POSITIVE] Hey, [PII], I'm good. How are you today?
[CUSTOMER][NEUTRAL] Alright, I already still got him up. You can't let me speak to him. Yeah, uh-huh. OK, thank you.
[AGENT][NEUTRAL] Oh, do you?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, one second. Yeah, you're welcome.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Hey [PII], I have [PII] on the line. She's gonna take the call from here, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh hello Mr. [PII]. My name is [PII] and I'm in the claims department and I was calling you because an explanation of benefits is gonna be sent out, but it's gonna be mailed to the [PII] in [PII] because this is your mother policy and I know she no longer living, but uh when you have a claim that you're trying.
[CUSTOMER][NEUTRAL] Submit and you there's no name beneficiary on file we have to have like the state paperwork if one was state up set up or a listing information of the next of kin because we would have to send this to our legal department to see how the money would be paid if any benefits are pay up on this claim.