AccountId: 011433970860
ContactId: 77d677d7-43d9-45fe-b087-2e43a4ae8136
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206330 ms
Total Talk Time (AGENT): 93567 ms
Total Talk Time (CUSTOMER): 90071 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/77d677d7-43d9-45fe-b087-2e43a4ae8136_20250121T16:30_UTC.wav
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[AGENT][NEUTRAL] Morning, thanks for calling Apel. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and I'm calling with Heritage Memorial funding. How are you?
[AGENT][NEUTRAL] I'm doing fine, and yourself?
[CUSTOMER][NEUTRAL] I am good thank you we had received a funeral home assignment that I was trying to submit over to you guys and I kept getting a um fax confirmation or a fax um non-delivered, so I was just wanting to see if I could verify a good fax number and make sure the death was reported.
[AGENT][NEUTRAL] OK, um, that's, I can go ahead and do that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] a
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And what fax number do you have?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's what the problem. What's the member's policy number?
[CUSTOMER][NEUTRAL] What's the member's policy
[CUSTOMER][NEUTRAL] 00152890
[AGENT][NEUTRAL] Members's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth [PII].
[AGENT][NEUTRAL] OK, [PII], thank you for that. And what, what was the name of the funeral home again?
[CUSTOMER][NEUTRAL] I'm with Heritage Memorial funding.
[AGENT][NEUTRAL] OK, so, um, like I said that is not our fax number. I can provide you the fax number, which is [PII].
[CUSTOMER][NEUTRAL] So um that is not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] OK, and has the death been reported for [PII]?
[AGENT][NEUTRAL] Let me see. No. And what is um what is the date that he passed away?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Date of death, yeah, [PII].
[AGENT][NEGATIVE] OK, no, ma'am, we hadn't gotten a call or received anything.
[CUSTOMER][NEUTRAL] Alright, and is that all you guys need to start the claim?
[AGENT][NEUTRAL] Um, you can go and send that in. um, we would probably have to receive something as well from the, um, let me see if he has power of returning all that information, but I mean you can start by sending that to us and then we'll probably send some request in. Hold on one second.
[CUSTOMER][NEUTRAL] Um, you can go ahead and send that in, um.
[CUSTOMER][NEUTRAL] P
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Oh, it looks like somebody, um, called, I'll take it back. Looks like we got a call last week in regards to, I just didn't see the note at first. Uh, that's fine.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yeah, it looks like somebody called on the [PII], but I mean if you wanna send what you have, that's fine. Um, we've requested more information from um the person that called last week as well, but that is, that is the correct fax number that I provided you.
[CUSTOMER][NEUTRAL] somebody
[CUSTOMER][NEUTRAL] But if you wanna send what you have.
[CUSTOMER][NEUTRAL] OK, alright, well I will get that faxed over to you guys and just check back with you later.
[AGENT][NEUTRAL] All right, no problem, [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Alright, well thanks for calling A. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, you did the same.
[AGENT][NEUTRAL] Uh-huh, bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.