AccountId: 011433970860
ContactId: 78f2ed72-be85-4bf7-9ad9-dca2db42328e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1092160 ms
Total Talk Time (AGENT): 236352 ms
Total Talk Time (CUSTOMER): 259502 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/78f2ed72-be85-4bf7-9ad9-dca2db42328e_20250527T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I was calling on behalf of [PII], who, um, I believe was the insured person with your agency. Uh, she recently passed away.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And she had your name listed down as one of the insured. So I'm just trying to verify whether it was a life policy or what type of policy was it. So, um, her name again was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And um, well, let's do this first. Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh yes, [PII].
[AGENT][NEUTRAL] Thank you for that. And then for her, the last name, can you spell her last name for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] [PII], well done.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And you said her first name is [PII], right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, [PII] or [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So our systems are going kind of slow this morning. I do apologize, so bear with me.
[CUSTOMER][POSITIVE] That's quite all right, ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if it doesn't kick over, do you have it um like was there a policy number there or anything, or I can even search for her full phone.
[CUSTOMER][NEUTRAL] Uh, there is something that, that has a policy number and but uh her social security number I have if you need that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will her social security number may help you?
[AGENT][NEUTRAL] Um, yes, ma'am. We can do either or or both, whichever you prefer.
[CUSTOMER][NEUTRAL] OK, let's try the social security number to see if it'll pull up it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm just waiting for the policies to populate here.
[CUSTOMER][NEGATIVE] 00, I know it, it's strange when you have to wait on the computer and the internet don't wanna pull up and, you know, and I, I, it's strange.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It's like that.
[AGENT][NEGATIVE] It's getting too much. It's, it's some of its scary. It's too, mm mm.
[CUSTOMER][NEUTRAL] Well, it's because we're, we were off, you know, for the holiday and everything was shut down, and then he has to get realize you back at work.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm hoping
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Our systems may be down. Do you mind if I place you on just a brief hold, Miss [PII]?
[CUSTOMER][POSITIVE] I don't mind. I'm perfectly OK with that.
[AGENT][NEUTRAL] OK, hold on one moment. Thank you, hold on one moment. You're welcome.
[CUSTOMER][POSITIVE] Thank you. Mhm. Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. It should be just a few moments longer. My system is down, but I have one of my um colleagues helping me search, so it should be just a few more moments, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. What's her, um, what's her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I think she found it. Alright, hold on one moment, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, Ms. [PII].
[CUSTOMER][NEUTRAL] All right, yes.
[AGENT][NEUTRAL] Alright, thank you so much for holding. I apologize for that wait again. So I'm a little, OK, so we have a policy here, it's the only one, but the date of birth is different, but it is [PII], like you said, um.
[AGENT][NEUTRAL] Can you check the date of birth for me?
[CUSTOMER][NEUTRAL] Her birthday
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK, so we might have it just wrong on the um policy. I don't.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So this is what I'll do. Let me do this because we will have to get you over to customer service anyway. Let me, I have the policy number here. Um, I'm gonna go ahead and get a customers, go ahead.
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Is it 032122?
[AGENT][NEUTRAL] 032
[CUSTOMER][NEUTRAL] I, I, she just, I just got the, I, I don't know what the policy number is, but does she have my name down as the beneficiary?
[AGENT][NEUTRAL] And what's your middle initial?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] my, my middle name is [PII].
[CUSTOMER][NEUTRAL] And but my, my first name is [PII], my middle name is [PII].
[CUSTOMER][NEUTRAL] Uh, my last name is [PII].
[AGENT][NEUTRAL] OK, so it did show as [PII], um.
[CUSTOMER][NEUTRAL] But that F stands for Foster, and Foster is my maiden name.
[AGENT][NEUTRAL] OK, so then yes, this, OK, so this may be you. OK, so I'm gonna go ahead and
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That is me.
[AGENT][NEUTRAL] So I'm gonna go ahead and get you over to customer service. Um, that's how we report, we're gonna report the death and then um if they do need to update the birth date on here, they'll let you know. And um if you need to file claims or if you just want to go ahead and shut it down, they'll let you know of next steps too.
[CUSTOMER][NEUTRAL] That's me.
[CUSTOMER][NEUTRAL] Yeah, I need to file a claim since she passed away Friday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just, you know,
[CUSTOMER][NEUTRAL] I just need to do what this just just need to do what needs to be done.
[AGENT][POSITIVE] Alright, so do you mind if I place you on just a brief hold? I'm gonna get a representative and connect everybody together.
[CUSTOMER][POSITIVE] OK, I appreciate that. Thank you so much.
[AGENT][NEUTRAL] You're very welcome. Well, thank you for calling APL and hold on one moment.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][POSITIVE] I'm doing good. OK, so, my line is down, but I had [PII] help me, so I'm working on a screenshot and some information.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK. Oh gosh, it's miserable. OK.
[AGENT][NEUTRAL] OK, so the
[AGENT][NEUTRAL] So basically, the insured passed away. Let me, let me give you the policy number first. You want me to do that?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, it's 793008.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] Now, the person calling is the beneficiary, but the date of birth that she's giving is [PII].
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] April the what did you say?
[AGENT][NEUTRAL] She's given [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um, that is probably right, and I say that because on these older policies they use the effective month and day as the effective date of the policy and I can see them being off a year, you know what I mean? Like these older policies are not, they were not done like they are now.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, um.
[CUSTOMER][NEUTRAL] So I will fix that cause she's probably.
[CUSTOMER][NEUTRAL] Right, I mean, you know, I'll look into it, but we will probably update it. I'm sorry, now go ahead.
[AGENT][NEUTRAL] Oh, no, no, thank you for letting me know that. She, um, so she just wants to report the death and then see what the next steps are.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK. OK. And I can definitely help her with that.
[AGENT][NEUTRAL] Alrighty, let me know when you're ready.
[CUSTOMER][POSITIVE] OK. Yes, I am ready.
[AGENT][NEUTRAL] Alright, thank you, [PII]. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line with customer service and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK. Hi. Thank you so much, ma'am. You've been a great help for me this morning. Good morning, [PII]. How are you?
[AGENT][POSITIVE] You're very welcome.