AccountId: 011433970860
ContactId: 7a954423-f451-4549-8e90-0f04e0f89c1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 726020 ms
Total Talk Time (AGENT): 235610 ms
Total Talk Time (CUSTOMER): 179241 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/7a954423-f451-4549-8e90-0f04e0f89c1c_20250520T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, Ms. [PII], my name is [PII]. Um, I work with Coleman Funeral Home in [PII]. Uh, I have a family that I served that I service their family members whenever they pass, and they have found an old policy with you guys and they were asking me to see if I could help them out with getting some information on.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright [PII], can I get your call back number sir just in case the call is disconnected?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] 934.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and who is the what is the member's name and policy number?
[CUSTOMER][NEUTRAL] So the member's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is [PII]'s policy, the policy number, please?
[CUSTOMER][NEUTRAL] And what was the second thing?
[CUSTOMER][NEUTRAL] Is 00151282.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, the only information I can give is just that we need the death certificate for the member that's passed away.
[AGENT][NEUTRAL] Uh, and I can give you that information where to send the death certificate to.
[CUSTOMER][NEUTRAL] So, OK, so can you, they say they're, they're, the family is trying to figure out who the beneficiary is because the beneficiary that they understood was Riverside Distributors Inc. and that business Mr. [PII]'s owned, but he sold. So who is the one that needs to be filling all of this out?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I don't have that information for beneficiary. I, I cannot give that out over the telephone for privacy reasons. The only thing that we can do is get the death certificate sent in so that we can um have all that taken care of through the customer care through the customer service team once we receive the death certificate.
[CUSTOMER][NEUTRAL] Right, but I need to know who needs to send in the death certificate. Does that make sense? Who needs to pay for it and send it in.
[AGENT][NEUTRAL] Anybody can send it in.
[AGENT][NEUTRAL] Anybody can send it in it doesn't have to be the original copy I can give you an email address to and then that certificate.
[CUSTOMER][NEUTRAL] OK, what is that email?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] T A M.
[AGENT][NEUTRAL] At AM.
[AGENT][NEUTRAL] Public com.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, and so there's how, how do they find out who the beneficiary is?
[AGENT][NEUTRAL] Once we receive the death certificate, it'll go through the process for the claim.
[AGENT][NEUTRAL] Um, but that can't be done until we receive the death certificate. The team will reach out to the people that they need.
[CUSTOMER][NEUTRAL] So once you receive the death certificate they can call and you guys will tell them who the beneficiary is.
[AGENT][NEUTRAL] There's gonna be some paperwork that they'll have to fill out that they'll get from the department that works the claim.
[AGENT][NEUTRAL] Before we can release the information.
[CUSTOMER][NEUTRAL] OK. I
[CUSTOMER][NEGATIVE] So I, I, I get what you're saying, um, but I don't understand how you can operate without just telling somebody who needs to be doing all of this. That's what they're trying, they're, they're not going to pay for or do all of this until they know who needs to be doing it.
[AGENT][NEUTRAL] I can send it in. It's not gonna cost them because they do not have to send out an original death certificate. They can just email it to us.
[AGENT][NEUTRAL] And any information that they want us to have, yes.
[CUSTOMER][NEUTRAL] OK, and if they
[CUSTOMER][NEUTRAL] And after they email it to you guys will tell them who the beneficiary is.
[AGENT][NEUTRAL] Yes, once um the um claim specialist.
[AGENT][NEUTRAL] Goes through the, the policy then uh.
[AGENT][NEUTRAL] Um, they'll reach out to the people that they need to reach out to.
[CUSTOMER][NEUTRAL] OK, and this policy was taken out Lord years ago and so the beneficiary information probably is not going to be up to date so I just wanna know your process and are they using just the information they have on file and kind of shooting a shot in the dark and hoping that the information is still the same or what's the process like there because the family is trying to get this done and I know you guys need it done too.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right, OK, so what I'm gonna do is I'm gonna try to get you further help. I do see that there's already been a claims specialist that's been assigned to this, this policy, um, and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm going to get her to see if she's available to talk to you so that you guys can discuss the process further, OK? It's gonna be a, a brief hold while I look and see if she can get a call, OK, give me a quick hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sounds
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What is going on?
[AGENT][NEUTRAL] Hello [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so Miss [PII] is on a call. I waited a little bit hoping that she would be able to pick up. She's on a phone call right now. I'm gonna send her an IM to let her know that you're on the phone.
[AGENT][NEUTRAL] And to see if she'll be able to take the call as soon as she's finished with hers, but I just wanted to let you know.
[AGENT][NEUTRAL] And so you didn't think I forgot about you, sir.
[CUSTOMER][NEUTRAL] OK, what was her name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII] and what was your name, ma'am?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] I'm OK, [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you, Ms. [PII]. I appreciate your help.
[AGENT][NEUTRAL] You're welcome. I'm gonna put you on a quick hold again while I try to get a hold of Miss [PII], OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII] hi this is [PII] back with you again she is still on the phone so what I'm going to do is send her an email to call you back so that she can return your call and you guys can talk about the policy, OK?
[CUSTOMER][POSITIVE] OK wonderful thank you so much.
[AGENT][NEUTRAL] Let me make sure I've got the phone number correct. It's [PII]. Is that right?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK sir, I'm gonna send that email over to her so you can get a return call.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. You take care and thank you for calling APL today sir.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.