AccountId: 011433970860
ContactId: 734b147d-e2a8-4fe0-8527-23d6993936c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2135790 ms
Total Talk Time (AGENT): 941343 ms
Total Talk Time (CUSTOMER): 1041804 ms
Interruptions: 14
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/734b147d-e2a8-4fe0-8527-23d6993936c9_20250620T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm actually calling to, um, find out, I just found out that my dad had, um, life insurance through you guys.
[CUSTOMER][NEUTRAL] And I'm trying to find out like how to put in for that um and to find out who the beneficiary is. He just um he passed away on [PII].
[AGENT][POSITIVE] OK, I'm so sorry to hear that.
[CUSTOMER][NEUTRAL] And so I'm just
[CUSTOMER][NEUTRAL] Thank you. I'm just trying to figure out who um
[CUSTOMER][NEGATIVE] If I like who he put down if, if you're able to tell me, I'm hoping it's that he actually put me down because I'm his, his oldest that was dealing with everything. Sorry.
[AGENT][NEUTRAL] That's OK, um, let me see here, uh.
[CUSTOMER][NEUTRAL] Yes. I've been stressed, sorry.
[AGENT][NEUTRAL] I, I can only imagine.
[AGENT][NEUTRAL] Um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah, my number is [PII] and my name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, my maiden name is [PII].
[AGENT][NEUTRAL] Great, [PII], do you have the policy number with you?
[AGENT][NEUTRAL] I see OK.
[CUSTOMER][NEUTRAL] Um, I do not have the policy number. I do have his social though.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Oh wait, I may have the policy.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, I just.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Policy number it looks like is 14481 I think.
[AGENT][NEUTRAL] Alright, let me check.
[CUSTOMER][NEUTRAL] Same policy holder is Universal Trucking Transport Design um W-2, but then, um.
[AGENT][NEUTRAL] Yeah, that's probably the group, the group number um for his employer, um.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I have a certificate number that is.
[AGENT][NEUTRAL] It's, it's, it's more than likely that one.
[CUSTOMER][NEUTRAL] It's like 8 numbers. It's 021 7.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 8599.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] And what is his name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII], um, and his date of birth is um [PII].
[AGENT][NEUTRAL] And what is his address that we have on file?
[CUSTOMER][NEUTRAL] It's in my head.
[CUSTOMER][NEUTRAL] That you have on file um it must be this one.
[CUSTOMER][NEUTRAL] Uh, the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, it it is that one let me see here.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] It's OK. That is OK.
[CUSTOMER][NEUTRAL] He didn't have with him being a trucker, he didn't have like I'm like, OK, where, what address did he use this time? Like, he always used PO boxes and so that's why I was like, uh, wait a minute. Wait, let me see.
[AGENT][NEUTRAL] I guess.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Hopefully he didn't change it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] It's not showing anyone, but I can give you the next steps that you will need to take. Um, I imagine since it happened so recent, it's going to take a while to get through this, um, this process, um, but I can let you know what, what steps you will need to take, um, next. Um, it might be a little lengthy just because he, he didn't name anyone.
[CUSTOMER][NEUTRAL] OK, cause I do have his.
[CUSTOMER][NEUTRAL] He didn't name anybody?
[AGENT][NEUTRAL] Uh, let me I can see if he has anything else.
[CUSTOMER][NEUTRAL] In that
[AGENT][NEUTRAL] Group term, yeah, he didn't have anything else on here um.
[CUSTOMER][NEUTRAL] He just had the life insurance.
[AGENT][NEUTRAL] Right. He had a life insurance and he also had the dental, but once, once you um get all of these steps in place, the dental will, will terminate as well. But um if you, are you by a computer?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I'm not buying a computer right now.
[AGENT][NEUTRAL] Um, because if you would like, I can email you a copy of this form that you will need to fill out.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, give me just a moment to pull up my.
[CUSTOMER][NEUTRAL] I can get it printed out too, so um I have a printer so I can get that printed out and then.
[CUSTOMER][NEUTRAL] Do whatever I need to do, um.
[AGENT][NEUTRAL] What is
[AGENT][NEUTRAL] What is your email?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Can you spell that for me, please?
[CUSTOMER][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] OK. Um, so it'll be [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then dot Cordova Cordova is C O R.
[CUSTOMER][NEUTRAL] D as in dog.
[CUSTOMER][NEUTRAL] O V as in Victor A.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] It's 66.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Very much
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Alright, let me get this sent over to you. Give me just one minute and then we can go through the rest.
[CUSTOMER][NEUTRAL] That it can
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I'm just, sorry, I'm just curious, um.
[CUSTOMER][NEUTRAL] How does that work if there's nobody listed?
[AGENT][NEUTRAL] Uh, it's going to be a process. Um, there will be, um, some stuff that you will need to take, some, some, um, paperwork that might take some time to get.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But since he didn't um have anyone, you'll want to fill all this out, and I do have this email. I'm also sending you this email just so that you have our email in case they ask you to um email the birth certificate. It'll go to the email that I'm about to send something to you on, so, uh, that will help.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But then also um on the claim form, it will have listed out everything that you might need for this. Um, the only reason I say it's gonna take a while is because they're going to see um if he didn't have anyone, all of the steps that's going to be taken to show that you are, you said his only daughter, um, there's no other family members and then it's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm not his only.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was saying that, I'm not his only, I'm his oldest. Um, so I'm the one that's actually taking care of everything, like every, like, I, everything came through me. Um, they all left everything to
[AGENT][POSITIVE] Oh, OK, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, in my power and everything, and I'm like going, are you kidding me? Um, so I just finally got here, like we just got the cremation going and but I, I've got that bill apparently, and they don't want help with that. Um.
[CUSTOMER][NEUTRAL] And, and everything, so, um, my siblings just kinda, yeah, they, so, um, everything's been through me. Um, he has like his father is still alive, but he can't do anything because, um, especially with the fact that we're in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the children come before the father.
[CUSTOMER][NEGATIVE] So it's like, oh crap. OK. So I just needed to find out like what was going on. I didn't know he didn't, I didn't even know he had life insurance, so I'm freaking out over here going, wait, we, we're like looking at everything cause we had, I
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] had hounded him for a few years um to get his stuff in order so that it wasn't going to be a burden on like a big, big, big burden on my debt.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Type aspect.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Um, and so, yeah.
[AGENT][NEUTRAL] Everything that we're gonna go over today um will be on that loss of life claim form so you shouldn't have to write anything down if you don't need to. Um, you will file a claim, it will be filing a claim and reporting the death of your father. Um, it shows all the parts that you will need to complete. I believe it also needs to be notarized, so please keep that in mind. Um, you will not email this form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To us, you will want to uh send it through fax or through um the mail. Our fax number and our mailing address are on the bottom of page one.
[AGENT][NEUTRAL] Um, just because it has
[CUSTOMER][NEUTRAL] OK, so either mail it straight to you, not email it back. But mail it or
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No, you won't want to email this because it'll have a bunch of sensitive information on it. Um, you will complete sections A through E um as, as it applies to you, um.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now let me see what you will need.
[AGENT][NEUTRAL] You will also need to get a certified copy of the death certificate, which I know might take some time to get, um, OK, the original policy if you have it, you have all of that?
[CUSTOMER][NEUTRAL] Oh, I already have those.
[CUSTOMER][NEUTRAL] I already have mm.
[CUSTOMER][NEUTRAL] Um, no, I don't have the original policy. I have what was sent to him. Um, I
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It doesn't look like it's the original policy, but I have like um
[CUSTOMER][NEUTRAL] Uh, this big
[CUSTOMER][NEUTRAL] Uh, it's stable together, so it's like a big packet and it just like certificate schedule like section 2 certificate schedule of insurance, but it doesn't, it barely gives me any details.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] So original.
[AGENT][NEUTRAL] I would go ahead and make a copy of that. I would make several copies of that one so that you can send it to us and then one to keep with your records just so that you have it as well. Um, if you don't believe that it is the original copy, you will also fill out section D of the claim form, so, uh, it looks like you're gonna be filling out, yeah, all, all sections A through E. So and then um.
[CUSTOMER][NEGATIVE] Not that great.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Since there wasn't a beneficiary on this, here's where it'll get a little tricky. Um, you will, uh, need a certified copy of a court appointment as the executor or you're the administrator of his estate.
[AGENT][NEUTRAL] Um, if you need to get that, you, you might need to get that, you might not just because he didn't have a beneficiary. You typically don't have to go to court for that. Uh, it, it, it does need a lawyer, I believe, to get one of those, or you can even check with a lawyer to see if you would still need that.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] And then you'll just have to have this claim form notarized, but I believe since there wasn't a beneficiary on file um you might need that.
[AGENT][NEUTRAL] That documentation showing that you have executor executorship or that you um
[AGENT][NEUTRAL] Are you're, you're the one who's in charge of all of this right now. Um, you might need to look into that and see if that's something that you will, you will need. Um, section E just talks about if there's an estate, if there was an estate, you'll just click yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It does have a section for next of kin, so it'd be um you and all of your siblings.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] But there isn't
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Cause I know like none of uh cause I'm the, I know that I'm the oldest.
[CUSTOMER][NEUTRAL] And then it, um, I've got my two siblings, one's in [PII] and one's in um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, I'm just trying to figure out, they're half siblings, like we're all half siblings. He
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah and it it might be a little tricky just because there, there are no beneficiaries. I don't see any on file, um, so you, you might need to at least meet with an attorney to see if that's something that you would need.
[AGENT][NEUTRAL] Um, and let's see if there's anything else.
[AGENT][NEUTRAL] You're not a minor.
[CUSTOMER][NEUTRAL] And then does my grandfather play a part into any of this or no?
[AGENT][NEUTRAL] Um, all it says on here is it's going to be about the descendant, the, the claimant, or the beneficiary. Um, if you don't know who the beneficiary is because there's not one listed, it just goes on to, uh, next of kin.
[AGENT][NEUTRAL] Let me see if there's anything else.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Because.
[CUSTOMER][NEUTRAL] I know the only thing I know, I know that he did do was put me on his um on one bank account and that was.
[CUSTOMER][NEUTRAL] Oh, at one point in time, I was his emergency contact until he got, uh, with this, um, he started dating this lady, and then he, I guess he turned and put her down as emergency contact, so, um.
[CUSTOMER][NEUTRAL] But after, but he wasn't married, he wasn't like.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] None of that. I, so, like, she was not able to do anything.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, due to the fact that they weren't married, so.
[AGENT][NEUTRAL] OK and um let me check real quick with um see if I can get someone else on the line to to just double check and make sure that there's nothing else that we need um can I put you on hold for just a brief moment?
[CUSTOMER][NEUTRAL] Yes. Yeah.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with the care team. I don't know if I'm, if I transferred myself to the right um one. I've never had to do this before. Um, I have a daughter calling for um her dad who had a life insurance policy. It looks like group term life with us. Um, he passed away on Sunday. I am not seeing any beneficiaries on here.
[AGENT][NEUTRAL] And all I read to her was what's on the claim form and I didn't know if there was anything else that she needed to go through, since there's not a beneficiary.
[CUSTOMER][NEUTRAL] I think they have to. I'm on the care team too. It must be rolling back to us, um.
[AGENT][NEUTRAL] Oh hi [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I mean, it's, I mean.
[CUSTOMER][NEUTRAL] Like hey
[AGENT][NEUTRAL] It is really it does because it says APL can DII C H and life. So I didn't know. I don't know what the live claims Q is like I thought it'd be this.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So it's a um yeah, I, I'm trying to think if I've had this before, so there's not a beneficiary listed, so she had so has she filled out the loss of life claim form?
[AGENT][NEGATIVE] No, she's doing that right now. He just died on Sunday.
[CUSTOMER][NEUTRAL] OK, I mean she fills that out then we determine I think what the procedure is if there's no beneficiary named, then it goes through the whole was there a trust and I can't remember what is the deal on.
[AGENT][NEUTRAL] Right, because I thought that she needed the executorship, but that was, I mean,
[CUSTOMER][NEUTRAL] It's like the standard procedure.
[AGENT][NEGATIVE] She was like, wait, what? I have to go through all this too, and she's severely stressed out and I'm getting stressed out by her stress cause I'm like, [PII], I'm also the oldest child. I'm gonna be dealing with this crap too with my with my parents. But like, I, I didn't see anything on there that says if no one is listed.
[CUSTOMER][NEUTRAL] I know, uh.
[AGENT][NEUTRAL] This is the first time I've seen one that doesn't have a beneficiary on here.
[AGENT][NEUTRAL] So I wanted to make sure that that's all she needed, or if she needed executorship, which means that they'll have to pay.
[CUSTOMER][NEUTRAL] Uh, and I
[AGENT][NEUTRAL] An attorney for that but.
[CUSTOMER][NEUTRAL] I this once and I, I for the life of me cannot freaking remember what.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I don't know what the outcome was. Did you might put in the customer service chat. I can't remember.
[AGENT][NEGATIVE] Last time I did that before putting it in the care team, I got in trouble. I mean, granted, if I get in trouble, this is my last day with the care team. I don't know what's gonna happen to me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, but
[CUSTOMER][NEUTRAL] OK, well, you can do all kinds of things sideways then because it's your last day.
[AGENT][NEUTRAL] I might just contact customer service real quick um and see if if they if I just wanna make sure that I got everything right and right I honestly I don't know what the life.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, because I remember if I remember correctly, the
[AGENT][NEUTRAL] Yeah, I don't know what the life claim thing is, so.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] They fill it out and then I know that the customer service department if they need to send any additional forms we do that um to establish you know who the state goes to because I believe on that form doesn't ask um for list of next of kin or whatever.
[AGENT][NEUTRAL] Yeah, um, and, oh my [PII], he was so young. His dad is still alive and she didn't know if they're, if they needed to include him in it because the, the deceased dad is still.
[AGENT][NEGATIVE] Around as well, so I'll just, I'll call customer service and just make sure, um, and if I get in trouble, I mean I guess I get in trouble. I don't know why it sent me to you because we, we're both in the same boat.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] I think it'll be fine.
[CUSTOMER][NEGATIVE] Yeah, I know, dude, like yesterday I couldn't get an answer on nothing. I'm like I'm sitting out here and it's so frustrating when you're on the phone we can't like you don't have answers right at your fingertips, so.
[AGENT][POSITIVE] Right, and then everyone's like, calm down, go slow. I had one person who called me. She's like, Well, I've got like 5 other claims. I don't want to be on the phone for an hour. I gave her the information. She called back in like 10 minutes. She's like, Oh, I got you again. She's like, Is there anyone else I can talk to? I'm like, you can get me or you can just, you can chill. I mean, big whoop. I'm sorry that you have 9 claims and it's gonna take a while, like get over it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I mean I
[CUSTOMER][POSITIVE] I'm glad it's Friday, right?
[AGENT][POSITIVE] Uh, alright, I'm gonna go ahead and call call customer service. Thank, thank you, [PII].
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're welcome. Bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the care team. I tried going into the life claims queue and it sent me straight to someone else from the care team who also doesn't know the answer to this question. I was just wondering if you could answer this for me, um.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have a woman on the line who's the daughter of a policyholder of a group term life policy. He recently, I mean, he passed away on Sunday and um he doesn't have any beneficiaries listed. And so I was reading her what's on the claim form that I'm sending her, um, and I didn't know if there was anything else that she needed, like, do they need the executorship since he doesn't have a beneficiary or what, what else does she need?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Besides the death certificate and the policy and all that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so she would right now just need the so is she the executive of his state? Did she say that?
[AGENT][NEUTRAL] No, he just, he just completely like, he put her on his, his bank account is all he did. And he does have a father who's still alive too, so she didn't know if she needed to put him down as well. I mean, he's, he was pretty young, so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so she just needs to send us the death certificate right now and then we'll take a look at it because there could be something in the files somewhere in on base we gotta research it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she could send us a death certificate now let her know to put her phone number on there and a con you know, a good contact number so we can contact her it what and of what we need if we need anything but start with just sending the death certificate when she gets it first, um, so if she's trying to send it to the claims department, um, and the claim form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the claim form and the death certificate for right now and then they'll let her know what she if she needs anything else.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll get with her and let her know. Thank you so much for your help.
[CUSTOMER][POSITIVE] Yes ma'am no problem have a good day and a good weekend.
[AGENT][NEUTRAL] You too bye.
[CUSTOMER][POSITIVE] Thank you alright
[AGENT][NEUTRAL] I'm so sorry for that hold. Um, I just spoke with someone and since there wasn't a beneficiary on file that I can see, um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] It was our suggestion that we go ahead and have you. I, I emailed you the claim form. It'll come from [PII] at [PII] just fill out that form to the best of your ability and email that and the death certificate back to us um on that email.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And they suggested because we'll need to research it to put your name and your phone number and when is a good time to contact you and they'll contact you um after they do some research and see what all you'll need um because if there's not in a state or there wasn't any beneficiaries they're gonna go ahead and look and see if maybe it just wasn't input it into the system to where I can see it but um they, they will send you an email back with everything that you might need so just fill out the claim form.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And send the death certificate in that email.
[CUSTOMER][NEUTRAL] So the loss of life claims form, right?
[AGENT][NEUTRAL] Yes, the one that I just sent you, go ahead and fill that out to the best of your ability.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] And then, um,
[CUSTOMER][NEUTRAL] OK, I see where it says about the the Senate, um, section B is about the claimant or beneficiary with I just put my stuff in my information in that spot.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see, let me get back to it. I put it in right now and um in the email just go in and state, you know, whenever you put your name and your contact information in there to state he didn't have a beneficiary on file that I was able to see or that we weren't able to see in um our system and uh we will research it and see what else we need to do next.
[CUSTOMER][NEUTRAL] For right now.
[CUSTOMER][NEUTRAL] OK, um, and then what about the with the stuff for the next weekend because I do not have addresses or anything for.
[CUSTOMER][NEUTRAL] My siblings.
[AGENT][POSITIVE] Perfect. I would just, as much as you can give the name, uh, relationship, and then date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So still, so put them under the next of kin and then um
[CUSTOMER][NEUTRAL] And then the estate.
[AGENT][NEUTRAL] Uh, uh, do you know if he.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] You didn't know if he had an estate or not?
[CUSTOMER][NEUTRAL] I don't think there was.
[AGENT][NEUTRAL] OK, um, then I would just put no for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, like I said, don't, don't do the acknowledgment part. You won't be able to sign it until you're in front of a notary, or else you'll have to fill it out all over again. um, so.
[CUSTOMER][NEUTRAL] Oh, I can, I, I can easily get it notarized, but I won't have be able to have like the addresses or stuff like that of my siblings, so.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] That's, yeah, that's OK. Just fill it out to the best of your ability, um, everything that you do know. And then like I said in that email with the death certificate in this claim form, I give them your name and your contact information, um, specifically in that email, not just in the claim form, so that they know who to contact in case they need to get back with you on anything else that you might need, OK?
[CUSTOMER][NEUTRAL] OK. OK. Oh.
[CUSTOMER][NEGATIVE] He should have freaking put a beneficiary. Sorry.
[CUSTOMER][NEUTRAL] OK, sorry, I'm just like, oh, I've been getting more questions than finding more and more questions as I go about doing all of this then I have answers for, so I'm like, why, why?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. And
[AGENT][NEUTRAL] We'll, we'll research it and we'll see maybe that maybe it was put in there and we just aren't able to see it on our, on I'm not able to see it on my end, um, let me just double check real quick how old is this policy? OK, yeah, this policy isn't that old, so it shouldn't, I mean it shouldn't be too hard to find um it's not like it was a, you know, when we had to fax everything in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I got told that it was only back in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, so, um,
[CUSTOMER][NEUTRAL] is when it was created and I remember that um during that timeframe, I didn't know that he created a life insurance, but that was around the same time that I was hounding him and we were talking about how if anything happened to him.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I need to be the beneficiary of everything because if I need, uh, cause he was looking at being out here in [PII] and I'm the only one in [PII]. So I'm like going, if you're gonna be out this way and you want, and then not only that, he didn't want to burn in my um
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] siblings or anyone.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] I know it's always fun being the oldest.
[CUSTOMER][NEUTRAL] Um, and with me.
[CUSTOMER][NEGATIVE] It's like, oh my God, come on. OK, fine, then put me down as everything because of the fact that if you, cause you're not married, you're not like once you get married, there's a difference. But put me down as the bestficiary on all of this stuff so that I can do what I need to do.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] And it might be that maybe he sent it and it just hasn't I mean it could have always been that he mailed it to us or anything like that and we just haven't received it yet. It hasn't been uploaded just yet, um but we will, we'll do the research, um, as well and get back with you on, um, what else we might need from you. So for now, uh, for now just do those two things as best as you can and relax and then we'll be able to relax as best as you can.
[CUSTOMER][NEUTRAL] That was
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] And then, um, at least that way we'll give you an email and it'll all be laid out so you won't have to remember everything. It'll be right there in your face and you can look at it whenever you need to, um, because I know once you're under a lot of stress and you're dealing with a lot, um, you won't have to write all of these down and remember where you wrote it down. It'll be right there in the email for you.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. Um, so it's just send an email.
[CUSTOMER][NEUTRAL] Um, can I just take a picture of this once it's done and then do it that way, or do I need to scan it in?
[AGENT][NEUTRAL] Uh, you'll wanna scan it in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you talking about the claim form or the the uh.
[CUSTOMER][NEUTRAL] Sorry, I just want to make sure the claim form and
[AGENT][NEUTRAL] OK, the claim form you should be able to take a picture of it.
[CUSTOMER][NEUTRAL] Um, but then again, I, if I gotta do that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But then again, I, I, it might be easier just to, if I have to scan the death certificate to scan.
[AGENT][NEUTRAL] Yeah, you'll have to scan their death certificate in in anyways, so it might just be easier on you to do it all at once.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, then I will get all of that taken care of, um, and get this process started. Sorry, it's just been a week.
[AGENT][NEUTRAL] It's OK. I, I understand it's OK. No need to apologize, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mm thank you. um.
[CUSTOMER][NEUTRAL] OK. And then I will get.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, oh, wait a minute, OK, so.
[CUSTOMER][NEUTRAL] You send this back and then
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know that.
[CUSTOMER][NEUTRAL] Sorry, I just, I gotta write it down and think about it and I'm already starting to.
[CUSTOMER][NEUTRAL] Forget, you know, back.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Death certificate.
[CUSTOMER][NEUTRAL] Um, and then.
[CUSTOMER][NEUTRAL] You said to put in the emails.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] In the email just your contact information so how we can get a hold of you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Contact information.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] To also like me to also inform them that or let them know what you said about.
[CUSTOMER][NEUTRAL] Um, no beneficiary that you can see a beneficiary.
[CUSTOMER][NEUTRAL] Or no?
[AGENT][NEUTRAL] I, I would just put your contact information in the in the death certificate in the claim form and we'll be able to look that up, um, because if you have the policy number, uh, and remember the policy number is the one that ends in 599, um, they'll be able to look that up and they'll they'll see that there's not one in our system.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, there's no, OK. Should I put that, put the policy oh there it is. Social Security number or policy number. OK, so just put the policy number on there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Instead of the Social Security.
[AGENT][NEUTRAL] Yeah,
[AGENT][POSITIVE] Right, you can do that.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] I didn't see.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then.
[CUSTOMER][POSITIVE] We will get I will get that done as soon as I can and I will get that to you guys.
[AGENT][NEUTRAL] And is there anything else I can help you with until then?
[CUSTOMER][NEUTRAL] Um, um, the other thing I was wondering is if they, when they are or if they are able to pay it out, um, will it be that one, the, the 100,000, or is there like a because of the fact that it's not that old, is there a lesser value or what would, how would that be?
[AGENT][NEUTRAL] Uh, they'll go over that with you whenever, uh, someone from customer service will get a hold of you whenever you fill out that information and then you'll be able to discuss that with them on, on the payout.
[CUSTOMER][NEUTRAL] I mean.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, sorry, I just wasn't sure, like I'm like not sure who to talk to, so.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yeah, when, when they give you a call to go over any other information you can ask that again and um and they they will have all, they should have the answers or tell you how long um until you get the answer because they're the ones who are gonna do the research into this.
[CUSTOMER][NEUTRAL] OK, um, and then for.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, not they can think of. I mean, probably I'll take a picture or a scan.
[CUSTOMER][NEUTRAL] Probably have to take a picture of the
[CUSTOMER][NEUTRAL] Unless I couldn't figure out a way of getting it to scan, but um of the the one page that I can see.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] They gave me the policy number, so.
[CUSTOMER][NEUTRAL] But yeah. OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Great. Thank you so much for calling APL um, again, we're very sorry for your loss, but I hope you have a, a good weekend, um, and you get some time to, to take a break for a moment, OK?
[CUSTOMER][POSITIVE] Yeah, I'm hoping that I can do something really quick and just not have to worry about it for a minute.
[CUSTOMER][NEUTRAL] Um, so that I can use the weekend to like recruit before again going out all over again on Monday.
[AGENT][POSITIVE] Yeah, I'm so sorry.
[CUSTOMER][NEUTRAL] Cause I know everything closes down for the weekend, so there's not much you can do. So.
[AGENT][NEUTRAL] It does.
[CUSTOMER][NEGATIVE] And I'm and two little kids are kind of going oh crap.
[CUSTOMER][NEUTRAL] So anyways, you have uh
[CUSTOMER][POSITIVE] Good weekend as well, um, and thank you so much for your help.
[AGENT][NEUTRAL] You're welcome. Anytime, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Right bye.
[CUSTOMER][NEUTRAL] Mm.