AccountId: 011433970860
ContactId: 8b26657c-2374-4f8e-afa2-82ea2f8cc0c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 626349 ms
Total Talk Time (AGENT): 265639 ms
Total Talk Time (CUSTOMER): 311455 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/8b26657c-2374-4f8e-afa2-82ea2f8cc0c6_20250415T21:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Me and you again, [PII], this is [PII], honey.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Um, hello, my darling.
[CUSTOMER][NEUTRAL] OK, I have another good one. Well this policy goes back to [PII]. It won't even show up. Tell me what kind of policy it is. Um, I'm guessing some kind of cancer policy maybe. I don't know. Uh, let me give you, and she's got two of them.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Anyway, that's confusing. OK. It's 88828.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me, um.
[CUSTOMER][NEUTRAL] is one of them and the second one is.
[CUSTOMER][NEUTRAL] It's just 88828.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I cannot get on base to pull up anything for me I mean to even work for me right at the moment so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I was gonna correct the date of birth, but I need to look at the um.
[CUSTOMER][NEGATIVE] If you find the application I cannot find that.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Um, uh, yeah. So, all right, so what I have on the phone or who I have on the phone is [PII]. She is the insured's daughter. The insured has passed and Ms. [PII] had filed some claims.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's just checking on them, um, she said that she did submit the death certificate. There is a second policy with the exact same benefit 88829. I do again, I do not know what a CP1 is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't either.
[CUSTOMER][NEGATIVE] Uh, because I can't even get in there to see what anything is, you know, I can't get into the um phone base shit.
[CUSTOMER][NEUTRAL] So my electricity went out. It's been a day, so, you know.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] If they knock me out and I'm just like, yeah, ain't that bad. It ain't that serious, girl, it could be a lot worse. Um, I'm just jumping around, sorry, I've been trying to talk to her and read and talk at the same time, and I cannot do that.
[CUSTOMER][NEUTRAL] Is there anything you can discuss with the daughter?
[AGENT][NEUTRAL] I do see.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It doesn't have a named beneficiary for the policy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, this is what the remark says. Please accept our sincere condolences for your loss. This is a letter that was sent out, included the name this the records do not include a named beneficiary for this policy. Therefore, proceeds become payable to the estate. Please submit a testamentary papers or a letter of administration for the deceased insured estate along with the names, addresses, phone numbers, date of birth, and relationship for all next of kin.
[AGENT][NEUTRAL] That's the only thing I can see. um, now.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Has the death certificate been received? Do you get to see that in the notes?
[CUSTOMER][NEUTRAL] She says that it has, but I don't see it in the notes.
[CUSTOMER][NEUTRAL] I see where [PII] requested it and that's in 88829. OK. Oh, it does say here here we go, memory [PII] per hub request.
[CUSTOMER][NEUTRAL] Oh, she's got Harper Crystal lapsed policy to do to receiving death certificate. Added date of death and PIN. OK, no refund due on that policy. So that's in the notes. So yes, it was received 320.
[AGENT][NEUTRAL] OK, so no refund was due for the policy, um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, for that one, but for 88829 there is a refund due request for death certificate to issue refund.
[AGENT][NEUTRAL] I can just read your
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] AW 22 ordered.
[AGENT][NEUTRAL] OK, now, I don't do anything with the refund of premiums. Um, I can look.
[CUSTOMER][NEUTRAL] No, I was just letting you know this like you said something about the other one didn't have a refund, but so she wouldn't asking about that. She just really wants to check on the claims.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And I don't see.
[AGENT][NEUTRAL] So I only see one claim that was filed.
[CUSTOMER][NEUTRAL] Just submitted.
[AGENT][NEUTRAL] On the [PII] so I could just give her that information and if she needs further help then I'll just have to send a hub to claims to call her back.
[CUSTOMER][NEUTRAL] And do you know
[CUSTOMER][NEUTRAL] Yeah, she does have a POA but she didn't see any reason for submitting it since her mother has passed.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So, OK, let me put her on the phone with us, and OK and I will let her know you're here and this is [PII] one moment dear.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. OK, thank you.
[CUSTOMER][NEUTRAL] Miss [PII].
[CUSTOMER][POSITIVE] Yes, I'm sorry to keep you on hold so long. I have [PII] on the phone with us.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, and [PII]'s gonna try to give, she, she can give you very minimal information without us having a copy of that POA or any information like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], hi. Hi, Ms. [PII], this is [PII].
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] In the care team? Hi, so I have where you submitted the claims and I have it pulled up and there is one remark.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That I can give you about the claims, uh, it's the only information that I can give out and this is what the remark says, um.
[AGENT][NEUTRAL] No beneficiary is on file. need next of kin. Please accept our sincere condolences for your loss. Our records do not include a named beneficiary for this policy.
[AGENT][NEUTRAL] Therefore, proceeds become payable to the estate. Please submit testamentary papers or a letter of administration for the deceased insured's estate along with the names, addresses, phone numbers, date of birth, and relationship for all next of kin.
[CUSTOMER][NEUTRAL] OK, so basically what I need, I mean, I'm hoping you can answer this. Basically what I need to do is submit a letter and a POA and say that I'm the next of kin.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, we'll need testamentary.
[CUSTOMER][NEUTRAL] And my name and address?
[AGENT][NEUTRAL] Yes, it's it's asking to please submit testamentary papers or a letter of administration for the deceased insured's estate along with the names of.
[CUSTOMER][NEUTRAL] We have not.
[CUSTOMER][NEUTRAL] We have not gone through uh probate or anything.
[CUSTOMER][NEUTRAL] So what kind of customary papers are they wanting?
[AGENT][NEUTRAL] Uh, I can only read what's been, um,
[AGENT][NEUTRAL] Put as a remark. Now, if you have further questions.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Can you answer this in general, what is a customary
[CUSTOMER][NEUTRAL] Remark. I mean when I say customary paper.
[AGENT][NEUTRAL] It, it says a testamentary papers or a letter of administration for the deceased insured estate. So what I can do is I can transfer you on.
[CUSTOMER][NEUTRAL] Letter of administration.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I can transfer you.
[CUSTOMER][NEUTRAL] A letter of administration with me from a lawyer.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it needs to include.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] All mixed of can.
[AGENT][NEUTRAL] So it says to include the deceased insured's estate along with the names, addresses, phone numbers, date of birth, and relationship for all next of kin.
[CUSTOMER][NEUTRAL] OK. All next of kin would be her children.
[AGENT][NEUTRAL] Yes, and it'll need to have their names, address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, well, I, I mean, I.
[CUSTOMER][NEUTRAL] I remember seeing a that paper come in and I thought, well, I'm taking care of that and then I'll get it back out and see what I need to do to get it, you know, get it situated.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes ma'am, I understand. And um along with the names, make sure you have their physical address, phone numbers and date of birth and then their relationship to the um deceased.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I will send that. I mean, I'll try to get.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll try to get it very soon.
[AGENT][POSITIVE] Yes, ma'am. I understand. And just as soon as you can get it.
[AGENT][NEUTRAL] It'll be fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, I just take one step forward and two back on everything I've done, so everything I do.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Now you're doing the cha-cha.
[CUSTOMER][NEUTRAL] It's not your own fault it.
[CUSTOMER][NEGATIVE] Well, I hate to say it's my mother's fault, even though she's deceased, we asked for a will, we ask for, you know,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] And things weren't taken care of. We should, you know, they should have been because she wouldn't cooperate with us.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] And, and I'm the one that's getting the bad, you know, the back end of the deal here.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] OK. Well, I will get those things together and then I will uh
[CUSTOMER][NEUTRAL] Get it to you, OK?
[AGENT][POSITIVE] Yes, ma'am. Thank you so much, Miss. [PII]. I hope you have a wonderful night and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh-huh. You too. Take care.
[AGENT][NEUTRAL] You too, ma'am. Bye bye.
[CUSTOMER][POSITIVE] That's right.