AccountId: 011433970860
ContactId: 893d52e4-9cce-44a7-bed4-cf6bd519b3e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186820 ms
Total Talk Time (AGENT): 54404 ms
Total Talk Time (CUSTOMER): 105054 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/893d52e4-9cce-44a7-bed4-cf6bd519b3e1_20250129T20:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling with the care team and I just had a quick question.
[CUSTOMER][NEUTRAL] Um, I'm not really sure. I'm, I'm in a situation I haven't been in before. Um, I have a gentleman on the line. His name is [PII], um, and he just got in the mail a bunch of bills or letters he said for his um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From some whole life policies his wife had set up, but his wife has passed away and he doesn't know what's needed. Um, I, I have a bunch of different policy numbers, but the one I'm looking at 154214.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] 4214.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the other policy numbers or?
[CUSTOMER][NEUTRAL] Oh yeah, I have 154215.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 154271
[CUSTOMER][NEUTRAL] 154276, and then a 154278.
[CUSTOMER][NEUTRAL] So looks like the address on file is his address, him and his wife's address. So like I don't know if she's passed if we need to get contacts for like the, like I'm assuming his kids on all these other policies, but I'm just like, I don't know.
[AGENT][NEUTRAL] And what it
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Um, let's see. She's the owner of all of them, right? [PII]?
[CUSTOMER][NEUTRAL] That's what it looks like, yeah, that she's the owner and the payer and the primary beneficiary.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We would
[AGENT][NEUTRAL] We would need uh copies of her death certificate.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Was any of those policies on her?
[CUSTOMER][NEUTRAL] None of the policies were on her. I reached out to Life first and they were like, I'll talk to customer service, but none were on her, so I don't think we need a loss of life claim.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's strange. She, she insured everybody but herself, OK.
[CUSTOMER][NEGATIVE] I know that's so sad. Um, OK, so we just need the death certificate emailed to the care team or do you want me to transfer him to you or do you want me to just tell them that?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and.
[AGENT][NEUTRAL] Right, and then if he has, uh, you can transfer her well him or you can tell him either way. Just need a copy of the death certificate and the children's uh addresses.
[CUSTOMER][POSITIVE] OK, updated addresses for all the insureds. OK, alright, perfect, perfect. I will um let him know that. Thank you so much. If he has any follow up questions though, I'll just call back and do a transfer.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Have a good