AccountId: 011433970860
ContactId: 7f7309b2-eecb-4d6b-80ee-2edb3ed92b5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472220 ms
Total Talk Time (AGENT): 130095 ms
Total Talk Time (CUSTOMER): 330620 ms
Interruptions: 7
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/7f7309b2-eecb-4d6b-80ee-2edb3ed92b5d_20250317T15:16_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you for calling APL this is how may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII]. I'm the daughter of [PII], and um she was a school teacher.
[CUSTOMER][NEUTRAL] Um, with her ISD.
[CUSTOMER][NEUTRAL] And I was just, I noticed that she had an insurance policy with you all. Um, she has passed away.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And I didn't know what type of, I didn't know what type of, uh so I'm trying to handle all of her affairs.
[CUSTOMER][NEUTRAL] With her insurances and um.
[AGENT][NEUTRAL] Yes, ma'am, I understand.
[CUSTOMER][NEUTRAL] And so I just needed to know what type of policy this was, and I'm ready to give you that policy number. That's that I'm showing here.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I'm showing one for 22585.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that's all the numbers it has is 22585.
[CUSTOMER][NEUTRAL] Yeah, that's all I see here is the is the policy number. Would you like, uh, her social or anything? Let me give you.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, let me get that out.
[AGENT][POSITIVE] Yes, please. That would help. Thank you.
[CUSTOMER][POSITIVE] I'm so sorry. I, I'm trying to
[AGENT][NEUTRAL] No, that's OK. You've got a lot on you. I know.
[CUSTOMER][NEGATIVE] Oh my [PII], you have no idea. I got car notes and lights do, and I can't pay nothing.
[AGENT][NEUTRAL] Well, I understand, um, when my daddy passed away, we had to take care of all of his and
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] We just ended up sending the death certificates in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And that way they could just write it off, you know, but I know you've got a lot on you. I feel for you, but we'll help you all we can here for sure.
[CUSTOMER][NEUTRAL] just
[CUSTOMER][NEUTRAL] Right. Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you so much. So her social is, her, her social is [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. So what we're going to need to do is can you just um verify Ms. [PII]'s date of birth for me?
[CUSTOMER][NEUTRAL] Yes. Her date of birth is [PII].
[AGENT][POSITIVE] Thank you ma'am and let me look and see if she has OK with us she does.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] does not have any active policies.
[CUSTOMER][NEUTRAL] OK. OK. Did she, did she want to have a life insurance policy with the district?
[AGENT][NEGATIVE] No, she didn't have, she no, she never had a life insurance policy with us.
[CUSTOMER][NEUTRAL] With you
[CUSTOMER][NEUTRAL] OK. OK. Cause I know I need to file her TRS. So I'm, I know TRS will probably track this district too as well. So I got a lot of I think you already know I got a lot of stuff.
[AGENT][POSITIVE] Yes, ma'am. Bless your heart. I know you've got a lot to do.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. So, um, so there's no active policies here.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] They terminated once she left the district.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. And uh so,
[CUSTOMER][NEGATIVE] So, I, I put a note on this, but this one is inactive.
[CUSTOMER][NEUTRAL] And there are no premiums owed?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] For her.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] And, uh, OK. OK.
[CUSTOMER][NEUTRAL] Uh, when did they term it terminated the day she exited out of the district.
[AGENT][NEUTRAL] Right, on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of uh [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Set [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEGATIVE] All right. All right then, so I got that. I have this written down as nothing old, nothing to qualify for.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII] bless you.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Is there anything else that I can thank you. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no. Does she have a cancer identity with this?
[AGENT][NEUTRAL] It it was a cancer policy.
[CUSTOMER][NEUTRAL] I can't.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] It lapsed on [PII].
[CUSTOMER][NEUTRAL] Of course, yeah. OK. I'm just trying to see if there was anything else. OK, then. OK. So I will, I got this one marked.
[AGENT][POSITIVE] OK. Well, I'm glad I was able to help you knock something off of your list.
[CUSTOMER][POSITIVE] I thank you so much.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Yeah, this one is, this one is null and void. I'm trying to make sure I can file any claims I can possibly file.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, cause that, cause that's what her, her, yeah, her recent school told me, make sure you go through all her insurance policies. Make sure you don't have, you, there's a claim that can be filed. Then once you file the insurance portion, then go to CRS and I'm like, great.
[AGENT][POSITIVE] Yes, ma'am. Every little bit helps.
[AGENT][NEUTRAL] It's a lot, a lot for you to be busy with for a little bit anyway.
[CUSTOMER][NEUTRAL] It's, it's.
[CUSTOMER][NEUTRAL] Oh my [PII]. Yeah, cause she was a teacher for over 50 years.
[CUSTOMER][NEUTRAL] So,
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] She never claimed her TRS in any of her school district.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Yeah, so I got to, so I know that's gonna take a while for them to process the money for.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because it's me and my nephews and my daughter, as her beneficiary, she already reset that up. So, trying to, trying to get them to go, OK, I gotta do 50 years now.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] She never claimed it.
[AGENT][NEUTRAL] 50 years. That's a long time.
[CUSTOMER][NEUTRAL] It is, and she never claimed it.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Never, never claimed it, so it would just roll over and make money for us.
[AGENT][POSITIVE] That's awesome.
[CUSTOMER][POSITIVE] So, um, I thank you all so much and to ISD for welcoming her in. You all take care.
[AGENT][NEUTRAL] You're welcome, Ms. [PII].
[AGENT][NEUTRAL] Well, you
[AGENT][POSITIVE] You're so welcome. You too. You have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.