AccountId: 011433970860
ContactId: 86c4c5d6-0ebc-4cb9-911d-e3b7ef96127b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263869 ms
Total Talk Time (AGENT): 95110 ms
Total Talk Time (CUSTOMER): 168602 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/86c4c5d6-0ebc-4cb9-911d-e3b7ef96127b_20250620T19:03_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team. I don't know if I'm if I transferred myself to the right um one. I've never had to do this before. Um, I have a daughter calling for um her dad who had a life insurance policy. It looks like group term life with us. Um, he passed away on Sunday. I am not seeing any beneficiaries on here.
[CUSTOMER][NEUTRAL] And all I read to her was what's on the claim form and I didn't know if there was anything else that she needed to go through since there's not a beneficiary.
[AGENT][NEUTRAL] I think they have to. I'm on the care team too. It must be rolling back to us, um.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh hi [PII].
[AGENT][NEUTRAL] Like hey
[CUSTOMER][NEUTRAL] I mean, it's, I mean.
[CUSTOMER][NEUTRAL] And it was really it does because it says APL can DII C H and life. So I didn't know. I don't know what the life claims Q is like I thought it'd be this.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No, it's a um yeah, I, I'm trying to think if I've had this before. So there's not a beneficiary listed, so she had, so has she filled out the loss of life claim form?
[CUSTOMER][NEGATIVE] No, she's doing that right now. He just died on Sunday.
[AGENT][NEUTRAL] OK, I mean she fills that out, then we determine, I think what the procedure is, if there's no beneficiary named, then it goes through the whole, was there a trust and I can't remember what is the deal on.
[AGENT][NEUTRAL] It's like the standard procedure.
[CUSTOMER][NEGATIVE] Right, because I thought that she needed the executorship, but that was I mean she was like, wait what? I have to go through all this too and she's severely stressed out. I'm getting stressed out by her stress because I'm like [PII], I'm also the oldest child. I'm gonna be dealing with this crap too with my children with my parents but like I, I didn't see anything on there that says if no one is listed.
[AGENT][NEUTRAL] I know, uh.
[CUSTOMER][NEUTRAL] This is the first time I've seen one that doesn't have a beneficiary on here.
[CUSTOMER][NEUTRAL] So I wanted to make sure that that's all she needed or she needed executorship, which means that they'll have to pay.
[AGENT][NEUTRAL] Uh, and I
[CUSTOMER][NEUTRAL] An attorney for that but.
[AGENT][NEUTRAL] I this once and I, I for the life of me cannot freaking remember what.
[AGENT][NEUTRAL] I don't know what the outcome was. Did you might put it in the customer service chat. I can't remember.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Last time I did that before putting it in the care team, I got in trouble. I mean, granted, if I get in trouble, this is my last day with the care team. I don't know what's gonna happen to me.
[AGENT][NEUTRAL] OK, yeah, right.
[AGENT][NEUTRAL] OK, well, you can do all kinds of things sideways then because it's your last day.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I might just contact customer service real quick um and see if if they if I just wanna make sure that I got everything right and alright I honestly I don't know what the life.
[AGENT][NEUTRAL] Yeah, because I remember if I remember correctly the
[AGENT][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Yeah, I don't know what the life claim thing is, so.
[AGENT][NEUTRAL] They fill it out and then I know that the customer service department if they need to send any additional forms we do that um to establish you know who the estate goes to because I believe on that form doesn't ask um for list of next of kin or whatever.
[CUSTOMER][NEUTRAL] Yeah, um, and, oh my [PII], he was so young. His dad is still alive and she didn't know if they're, if they needed to include him in it because the, the deceased dad is still.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Around as well, so I'll just, I'll call customer service and just make sure, um, and if I get in trouble, I I guess I get in trouble. I don't know why it sent me to you because we, we're both in the same boat.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] I think it'll be fine.
[AGENT][NEGATIVE] Yeah, I know, dude, like yesterday I couldn't get an answer on nothing. I'm like, I'm just sitting out here and it's so frustrating when you're on the phone and you can't like, you don't have answers right at your fingertips, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, and then everyone's like, calm down, go slow. I had one person who called me. She's like, well, I've got like 5 other claims. I don't wanna be on the phone for an hour. I gave her the information. She called back in like 10 minutes. She's like, oh, I got you again. She's like, is there anyone else I can talk to? I'm like, you can get me or you can just, you can chill. I mean, big what, I'm sorry that you have 9 claims and it's gonna take a while, like get over it.
[AGENT][NEUTRAL] I mean like
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] I'm glad it's Friday, right?
[CUSTOMER][POSITIVE] Uh, alright, I'm gonna go ahead and call call customer service. Thank, thank you, [PII].
[AGENT][POSITIVE] So glad it's.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're Welcome. Bye.
[CUSTOMER][NEUTRAL] Bye.