AccountId: 011433970860
ContactId: 73c60609-f401-4d82-a36f-e708d138fe5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235520 ms
Total Talk Time (AGENT): 165349 ms
Total Talk Time (CUSTOMER): 86001 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/73c60609-f401-4d82-a36f-e708d138fe5c_20250411T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII], [PII]. I'm returning your phone call of about 5 minutes ago.
[AGENT][NEUTRAL] Oh, yes, ma'am, on Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you for calling me back. I was just going through, uh, the Google looking for, uh, because we never received after that he passed away, we just got uh a report. My name is [PII]. I'm with American Public Life Insurance Company, and I'm calling you because on Mr. [PII] life claim policy with our company have you as one of the main beneficiaries.
[AGENT][NEUTRAL] As long with your, I believe she must be your sister. Her name is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And he has.
[CUSTOMER][NEUTRAL] They always
[AGENT][NEUTRAL] He has passed away, correct?
[CUSTOMER][NEUTRAL] Yes, I, I attached a copy of his death certificate with my application that you just got. Uh, he, he passed away in [PII], I believe.
[AGENT][NEUTRAL] OK, but OK, so did you receive my letters that I sent to you?
[CUSTOMER][NEUTRAL] I, yes, and I answered the first one. the main thing that was concerning me was that you have his birthday wrong, so I wasn't even sure it was him. And then, uh,
[AGENT][NEUTRAL] OK, yeah, that's why we just, we were just investigating, but I, we have never received nothing from you since we've been sending this out. Where did you send your information to?
[CUSTOMER][NEUTRAL] Uh, send it back to the very to you to your to the uh address that was on the.
[CUSTOMER][NEUTRAL] Um, the letter you sent and nah.
[AGENT][NEUTRAL] Let me look, the last we sent was out was on [PII], so I'm gonna pull it up and I'm gonna tell you the address that's on the letter and as of today, we haven't gotten anything.
[AGENT][NEUTRAL] That's why you know we started so.
[CUSTOMER][NEUTRAL] Well, uh, I have just, OK, I was gonna say, [PII], I was gonna say I mailed you this week, uh, uh, an app, the application you sent me and a copy of his death certificate. So it's in the mail.
[AGENT][NEUTRAL] OK, you just sent it this week. OK, OK, OK. Yeah, and let me verify the address and the, it's on here. It should go to [PII], [PII]. That's what's at the bottom of the address on the letter that I sent you. OK. All right, so, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Right, and that's where I sent it, so you should be getting it in the next few days.
[AGENT][NEUTRAL] OK, well, I'm gonna put in a note that I spoke with you and that you had sent a copy of uh uh his death certificate, a copy of his death certificate or just the claim form. What did you send it?
[CUSTOMER][NEUTRAL] Both.
[AGENT][NEUTRAL] OK, good. OK. OK, good. And what, and you got your information on there and you got your sister information on the claim form cause both of y'all share share like. OK, all right.
[CUSTOMER][NEUTRAL] I said about
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Right now she's not, no, she is not alive. She has passed.
[AGENT][NEUTRAL] Oh, she's not, oh, you should have sent a copy of her death certificate or obituary or something showing she no longer living.
[CUSTOMER][NEUTRAL] I, OK.
[CUSTOMER][NEUTRAL] OK, I may have an obituary. I don't have a copy of her death certificate that would come from her son. Mhm.
[AGENT][NEUTRAL] Yeah, if you
[AGENT][NEUTRAL] Yeah, that's all right, but you got our information on them. Maybe I can Google and find an obituary, you know, how they had obituary out on the thing, but, uh, um, but you know you put on that she's deceased and I'm putting notes that you said she's no longer.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] And we'll go from there. But yeah, we'll wait till we get that information. So you got my number and stuff and I got yours. If I don't, you know, we, we don't get it in about the next week or so, I'll be giving you a call back, Mr. uh [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. You should, you should have it, you should have it within, you know, in the next 22 or 3 days.
[AGENT][POSITIVE] OK. Well, hopefully that we get it. Yes, ma'am. OK. Well, thank you for calling me back. Anything else I can help you with today?
[CUSTOMER][NEGATIVE] No, nothing at all.
[AGENT][POSITIVE] All right. Well, thank you. And you have a wonderful day.
[CUSTOMER][POSITIVE] Mm, OK. You, you have a good day too.
[AGENT][NEUTRAL] Alright, bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.