AccountId: 011433970860
ContactId: 8e39cb78-0f93-4e3a-910a-aa305dc894af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 540400 ms
Total Talk Time (AGENT): 100892 ms
Total Talk Time (CUSTOMER): 173665 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/8e39cb78-0f93-4e3a-910a-aa305dc894af_20250213T17:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with American Funeral Financial. I'm calling on an assignment on a policy of a deceased that we have attained verification. I just need to ask one quick question regarding the beneficiaries, if you can help me.
[AGENT][NEUTRAL] OK, sorry, so I can try to help you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's the patient's policy number.
[CUSTOMER][NEUTRAL] It's 152-721.
[AGENT][NEUTRAL] Is that all the numbers?
[CUSTOMER][NEUTRAL] That's all the numbers that we were given.
[AGENT][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] And I spoke with [PII] earlier.
[AGENT][NEUTRAL] OK. Alright, let me see if I can find that policy one moment.
[AGENT][NEUTRAL] What's the name and date of birth of the?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Fan.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, how may I assist you?
[CUSTOMER][NEUTRAL] All right. When I spoke with [PII], she said her husband [PII] was the primary beneficiary. He is deceased. I do have a copy of his death certificate. Then she said the contingent was all living children, share and share alike. And they only have the two children, [PII] and [PII], who signed our assignment. Do you have, do you need an affidavit completed and um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] A affidavit of children to be completed or will you accept the assignment since they are the only two living children and they signed?
[AGENT][NEUTRAL] Um, usually the assignment is just fine, but I can go ahead and ask, um, [PII]. She's the one that is handling this case and see if she needs that, OK.
[CUSTOMER][NEUTRAL] Yes, if you'll just so I can know if they need to complete that, but they are the only two children, they are only two children of the both deceased.
[AGENT][POSITIVE] OK, sure, no problem.
[AGENT][NEUTRAL] OK. All right, let me go ahead and ask her really quick. One moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. OK, she said that yes, that will be perfect. Um, the affidavit will be perfect if you can send it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Do you have one? Do you have one that you have? Because we don't have that affidavit.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, we don't have one. she just said.
[CUSTOMER][NEUTRAL] So where would they get a children's affidavit to complete?
[AGENT][NEUTRAL] OK, one moment, let me get Miss [PII] on the line.
[CUSTOMER][NEUTRAL] You know, because some insurance companies have that as a requirement and your company doesn't have that.
[AGENT][POSITIVE] OK. Yeah, I was just um telling her um what you told me if it's, if it's needed or not. She just said that it will be great.
[CUSTOMER][NEUTRAL] Yeah, so if you, so if they have to complete.
[CUSTOMER][NEUTRAL] If they need, if you have to have it, we need one to send to the family so they can complete it because if not, then we don't have a children's affidavit form either.
[AGENT][NEUTRAL] You don't, OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] It's so
[AGENT][NEUTRAL] Hey, now she has some questions about the affidavit, so I'm like, OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, what's that policy number? What's that policy?
[AGENT][NEUTRAL] It's 1152-721.
[CUSTOMER][NEUTRAL] Alright, you can speak to him.
[AGENT][POSITIVE] OK, thank you. Here she comes. Thank you for holding and being patient for me, Miss [PII]. You're welcome. I got Miss [PII] on the line, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi, Miss [PII].
[CUSTOMER][NEUTRAL] Hey hey Miss [PII], uh, OK, go ahead with your questions.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] So I talked to my funeral home. I do have a copy of Mr. [PII]'s death certificate, and you told me that the contingent was all children share and share alike. Well, the only two children they have are [PII] and [PII], and I do have an obituary listing them. So are you going to require, she, she said you would need an affidavit, but we don't have that, and I don't see one.
[CUSTOMER][NEUTRAL] I wouldn't I, I, I wouldn't need an affidavit. She was, I thought she was saying if y'all got one sent in that wouldn't hurt nothing, but yeah, if you got the obituary, you can send in the obituary along with uh the copy of the primary death certificate and the insured death certificate and the and the life claim form and we can go from there. OK, that's that's what I needed to know. Thank you so much.