AccountId: 011433970860
ContactId: 6e8ee5d9-a8ad-4476-b742-1a179a2f8537
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332839 ms
Total Talk Time (AGENT): 169388 ms
Total Talk Time (CUSTOMER): 55722 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/6e8ee5d9-a8ad-4476-b742-1a179a2f8537_20250212T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII] with whom am I speaking to? How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I'm calling with American Funeral Financial to follow up on a life claim, please.
[AGENT][NEUTRAL] OK, American Funeral Financial, and what is a good call back number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII] and what's the policy number you're calling to verify the life policy on?
[CUSTOMER][NEUTRAL] 152-721.
[AGENT][NEUTRAL] OK, thank you for that information so I can assist you with that today once I locate that policy. One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is the uh policyholder's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And her date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And one moment.
[AGENT][NEUTRAL] What is her mailing address? Do you have that?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I do, I do not.
[AGENT][NEUTRAL] OK, no, no worries. One moment, OK?
[AGENT][NEUTRAL] Let's see, do you know what city and state she would have resided in or the city?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know she's in [PII] and she had a daughter in [PII] and one in [PII].
[AGENT][NEUTRAL] OK, that's.
[AGENT][POSITIVE] OK, that's good.
[AGENT][POSITIVE] That's good. Thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just so you'll know, our policies don't have a dash in them, so it's just 152-721 just a Y, uh, let's take a look. Yeah, it doesn't have a dash so give me one second. I gotta check one more thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna take that out then.
[AGENT][POSITIVE] Thank you for your patience.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so the claim is the claim was filed, um, but.
[AGENT][NEUTRAL] We sent notification that a claim form has to be filled out and the lost policy form has to letter has to be filled out as well by the beneficiary. So that information was mailed and let's see when that was done.
[AGENT][NEUTRAL] So you want to check with her beneficiary that was done on [PII].
[CUSTOMER][NEUTRAL] OK, and you have to have all that.
[AGENT][NEUTRAL] And it looks like, let me take a look, let me take a look, look like something was received so let's see what was received. They may have received it and turned that in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And yes, that is that we do have to have that before they settle that, that claim.
[CUSTOMER][NEUTRAL] Got you. And before they verify benefits?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Um, let's see, give me one second, let me take a look.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Thank you for your patience again. So it looks like we received the assignment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] On file and the assignment is from American Funeral Financial which is where you're calling from and let's take a look.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So yeah, this is just the assignment papers that we received back from your your company. So let me take a look here and see what I see this policy.
[AGENT][NEUTRAL] Let me place you on a brief hold to see if I can disclose that information to you. One moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for patiently waiting, [PII]. So since we have that assignment of benefits on file, it looks like this policy is uh 5000 approximately $5000 is the benefit.
[AGENT][NEUTRAL] OK, and verification of coverage does not guarantee the payment of a claim. And so once they uh turn in that lost policy claim form letter and they fill out the claim form, whoever her beneficiary is, they'll get the ball to roll in on this, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well thank you for your help.
[AGENT][NEUTRAL] All right. OK. Anything else I can assist you with today?
[CUSTOMER][POSITIVE] That'll be it. Um, I do appreciate all your help.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] You're welcome. You have a nice day, [PII] and take care. Bye-bye. Thanks for calling APO uh-huh.
[CUSTOMER][NEUTRAL] You too. Bye-bye.