AccountId: 011433970860
ContactId: 758f5434-d35a-4db8-90df-7044960017f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383470 ms
Total Talk Time (AGENT): 207077 ms
Total Talk Time (CUSTOMER): 166936 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/758f5434-d35a-4db8-90df-7044960017f7_20250307T22:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you today?
[AGENT][NEUTRAL] I'm fine. How are you, [PII]?
[CUSTOMER][NEUTRAL] I'm good, thank you for asking. Um, I have the son of an insured on the line and he just needs um some information on what to do. His mother's policy, um, she has passed away unfortunately.
[AGENT][NEUTRAL] OK, keep telling that. What's that policy number?
[CUSTOMER][NEUTRAL] The policy number is 02286512.
[AGENT][POSITIVE] OK, let me pull that up. I'm sorry.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Insured's name should be no that's OK, it should be [PII].
[AGENT][NEUTRAL] All right. And what is his name? Did you get that?
[CUSTOMER][NEUTRAL] Yes, his name is [PII] and that starts with a [PII] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 7. OK, that's different, but it's pretty, uh.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah, I, all I'm going to do is have him email us a copy to the uh the death certificate to the care team.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's all he has to do. OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Oh, wait, wait, no, wait, wait, wait, wait, wait.
[CUSTOMER][NEUTRAL] OK. I'm waiting.
[AGENT][NEUTRAL] OK, this is [PII].
[CUSTOMER][NEUTRAL] That's his mom, right.
[AGENT][NEUTRAL] OK, now this is a group policy that has to go, he has to go to her employer. They, they'll notify us when, yeah, OK, let me speak with him. They'll notify us that she's passed, we only can turn, you turn right, right. Thank you. It was not happening, sister. It was not happening.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Individuals.
[CUSTOMER][POSITIVE] I got you girl, got you, girl. All right.
[AGENT][POSITIVE] All right, dear. Thank you.
[CUSTOMER][POSITIVE] Here he comes, thank you.
[AGENT][NEUTRAL] Good afternoon, Mr. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm doing well thank you for asking. How about yourself?
[AGENT][POSITIVE] I'm fine. Thank you, sir. Um, and I hear Ms. [PII] has passed. I am so sorry to hear that. Goodness, I am sorry to hear that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, yes, um.
[CUSTOMER][NEUTRAL] Happened on Tuesday and so.
[AGENT][POSITIVE] Bless you. Oh.
[CUSTOMER][NEUTRAL] Um, just trying to, trying to, trying to do the things that um have to be done, so yes, ma'am.
[AGENT][NEUTRAL] OK, well, see this policy is still set up through her employer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we, we can't term it they have to term it, you know, notify us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so they, they, they certainly should not be taking anything else out, you know, so yes, they will notify APL this is not taken out of her account, it's taken out of her paycheck and then her employer sends it to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So they will, they will get the policy termed, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do, do I need to do a day?
[AGENT][NEUTRAL] So there's nothing for you to do.
[CUSTOMER][NEUTRAL] OK, because they they called me to give me the the GA number and all that stuff, but and told me to call, but OK, so what, what do I do now?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, well, see, well, I'll be honest with you, the policy is only paid to January.
[AGENT][NEUTRAL] First,
[AGENT][NEUTRAL] So it's going to term in another month anyway at the end of this month we're not being paid on for 3 months. Oh, there's already a future life state added so they've already notified us. I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] There's already been so it's already OK, yes, it has already been notified the term at the end of this month.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So there is nothing for you to do. Everything seems to be taken care of. That note was made today, matter of fact.
[CUSTOMER][NEUTRAL] Yeah, they, yeah.
[CUSTOMER][NEUTRAL] Yes, Miss, Miss. [PII] called me and told me to call, um, because I guess she had to talk to somebody on the on you guys' end first I think I wasn't sure how that works.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, I do see it's it's a note from the group or they're saying that the group contacted us and let us know.
[AGENT][NEUTRAL] So everything's, everything's taken care of as far as this policy.
[CUSTOMER][NEUTRAL] OK, and then does it, is there, do I need to go somewhere or
[AGENT][NEGATIVE] There's not, no, there's nothing for you to do on this.
[AGENT][NEUTRAL] This is, but I'm sorry, what do you mean go somewhere?
[CUSTOMER][NEUTRAL] I don't know. I, it's a I, I honestly, I don't know. I don't know what, um, one of her co-workers just told me that she had some.
[CUSTOMER][NEUTRAL] Insurance is set up and I should call um and so like I don't know um if there's going uh well I don't know how much anything is for or if there's any other any you know I thought one of them was a benefit to help with the funeral expenses. I just don't know anything about them. I'm so I'm so sorry.
[AGENT][NEUTRAL] This is, OK, this is actually what's called a gap plan.
[AGENT][NEUTRAL] And it works with her major medical and assists with, um, you know, the deductible, things like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that there's not, there's no death benefits.
[CUSTOMER][NEUTRAL] OK, and so
[CUSTOMER][NEUTRAL] OK, so did this, so this particular one, this American Public Life, there's nothing that she's gonna get or that assists in anything that's no, there's no checks being cut or anything like that.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Right. No, sir. Nothing, nothing will come out of this unless you have
[AGENT][NEUTRAL] Claims that need to be filed, you know, then you can still file claims on her medical.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, yes, claims.
[CUSTOMER][NEUTRAL] OK, alright, I'll book it.
[AGENT][NEUTRAL] You know that can be filed so to see if that will pay towards any of the bills or whatever you know but.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Other than that, there's nothing.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] I guess, but I didn't know what she just told me to call all three of them that she had set up and I don't, I didn't know what, uh, what any of them did, but OK, so that was that one so that.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Right, we're not a life, I mean, she doesn't have a life policy with our company.
[CUSTOMER][POSITIVE] OK, OK, alright, so I'll try the other, I'll try the other two numbers. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sir. Thank you. And again, I'm sorry to hear about Ms. [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I appreciate it thank you so much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.