AccountId: 011433970860
ContactId: 7d4fff5a-614b-45fa-bde2-d1d721a86c10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205320 ms
Total Talk Time (AGENT): 110246 ms
Total Talk Time (CUSTOMER): 87331 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/7d4fff5a-614b-45fa-bde2-d1d721a86c10_20250122T20:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] and I'm calling with Heritage Memorial funding. How are you?
[AGENT][POSITIVE] I'm good, Ms. [PII].
[CUSTOMER][NEUTRAL] Well, good. We had received a funeral home assignment that I had submitted over to you guys and I was just wanting to follow up to see if that had been received yet and if I could verify the coverage.
[AGENT][NEUTRAL] OK, Ms. [PII], let me have your phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Alright, do you have the insured policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 00152890.
[AGENT][NEUTRAL] And the insured name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for the information. What about the date of birth?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. You said [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, thank you. And you're calling to see have we received any kind of assignment on this paper on his on his policy?
[CUSTOMER][NEUTRAL] Correct, we had submitted that over to you guys and I was just wanting to see if that had been received.
[AGENT][NEUTRAL] OK. Can you tell me how did you send it?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] We faxed it.
[AGENT][NEUTRAL] When did you fax it?
[CUSTOMER][NEUTRAL] Yesterday.
[AGENT][NEUTRAL] OK, now, can you verify the fax number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I sent it to [PII].
[AGENT][NEUTRAL] Alright, thank you. Now as of today they have not got it in the system, but it usually takes 24 to 48 hours for faxes to get in the system. When was his date of death?
[CUSTOMER][NEUTRAL] Date of death was [PII].
[AGENT][NEUTRAL] [PII]. All right. And who, who did the assignment on it?
[CUSTOMER][NEUTRAL] It was signed by [PII], the wife.
[AGENT][NEUTRAL] Yeah, that's correct. She is the named beneficiary. That's correct. Once we get that information and show that she did an assignment, your information is on there for us to give y'all a call.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, well, as of today we have not gotten it, but once we get it and I make it to it, I would call and get that verify any information, but we have to have that assignment letter showing that she gave us permission to give any details on this policy.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright then, well that is what I needed to know. I do appreciate your help.
[AGENT][NEUTRAL] All right. And what's the name of the place you was calling from, uh, what's the name of?
[CUSTOMER][NEUTRAL] I'm with Heritage Memorial funding.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, yeah, yeah, yeah, we don't dealt with y'all before, more funding.
[CUSTOMER][NEUTRAL] Yeah yeah
[CUSTOMER][NEUTRAL] Oh, yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, I just wanna put in notes, but once you get in the system, then I'll give y'all a call back or you can give me a call today is Wednesday, maybe you can call back prior to see do we have it.
[CUSTOMER][NEUTRAL] Yes, I just wanna put in a note.
[CUSTOMER][POSITIVE] Then I'll give y'all a call back.
[CUSTOMER][NEUTRAL] OK, all right, we'll do that.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] All right. Well, thank you for calling American Public Life, Miss [PII]. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You do the same. Uh huh bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] OK.