AccountId: 011433970860
ContactId: 8f8d8ce2-0e07-441c-8268-e05e144a6213
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 806250 ms
Total Talk Time (AGENT): 318861 ms
Total Talk Time (CUSTOMER): 239111 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/8f8d8ce2-0e07-441c-8268-e05e144a6213_20250512T13:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I've got a question about a, a benefit. I just need to check about a payment um.
[CUSTOMER][NEUTRAL] I've got my policy number um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will that help you?
[AGENT][NEUTRAL] So you're the insured and you have a question regarding a payment on a claim?
[CUSTOMER][POSITIVE] Yeah, yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with first off, please?
[CUSTOMER][NEUTRAL] [PII] and the claim is is on my husband.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Ms. [PII]. Thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And now your policy number, please, Ms. [PII].
[CUSTOMER][NEUTRAL] It's 00727291.
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments, please, to get the policy information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], first off, I will have to verify several things with you for security purposes and any information that I do provide is a verification of benefits and not a guarantee of payment. So first off, if you could please verify uh Mr. [PII]'s date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, his [PII].
[AGENT][POSITIVE] Thank you and
[CUSTOMER][NEUTRAL] M is [PII].
[AGENT][POSITIVE] Uh-huh, I'm sorry.
[CUSTOMER][POSITIVE] And my, I'm sorry.
[CUSTOMER][NEUTRAL] Um, [PII] online.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then the next thing, Ms. [PII] is gonna be your home mailing address.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, thank you, and then the email address for you?
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] OK, thank you. And lastly, the phone number we show for you, Ms. [PII] is what you gave me, so that is the best contact number that we should have. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and do you have the claim number, Ms. [PII] that you're calling about?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I do, um, it's 3589.
[CUSTOMER][NEUTRAL] 396.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so, all right, I, I do have this claim pulled up and I can say that the benefit that was paid on here was $1540.98.
[CUSTOMER][NEUTRAL] OK, that's
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I, I, they had to, they said by law, and this to [PII]'s two adult children. And I just wanted to make sure that their check was the same as mine, at the [PII]. Does that sound right? They divided it out three ways. Can you see that?
[AGENT][NEUTRAL] Uh, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's just taking a moment, Miss [PII] to get some information to load for me.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] I'm, I'm having trouble with these, his kids.
[CUSTOMER][NEGATIVE] Is there any way, I, I've got another claim to file. Is there any way to get around this if his children get any of this? I mean, I don't understand this.
[AGENT][NEUTRAL] OK, so I can say that the amounts were the same. Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, that's what I, that's what I, so.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would it help if I get my attorney to write a letter that the next benefit would go to me and not the children? I mean, I just, I'm just
[CUSTOMER][NEGATIVE] I don't understand.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] I'm writing through some notes.
[AGENT][NEUTRAL] OK, so on this, Miss [PII] I'm gonna need to connect you over to someone um in a different division to to look at that a little further with you because I am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not know the answer to that question, honestly, Ms. [PII], so I don't want to tell you incorrectly.
[CUSTOMER][NEUTRAL] I understand
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's, that's OK. And um I just didn't know if there was something else I could do to, you know, to stop that part of it. I didn't know.
[AGENT][POSITIVE] OK, sure. And I will try and connect you with someone who can further assist you with the answer to that question. And I will let them know that I've verified your information when I do connect you, so you're not gonna have to do that again.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so I'm not, yes, ma'am. I just don't know the answer to that. But is there anything else, Ms. [PII] that I could help you with before I connect you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] No, ma'am. You helped me with what I needed to know.
[AGENT][POSITIVE] OK. Well, thank you then for calling APL. I hope you have a very nice day and let's see, give me just one moment. Yeah, hi, sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I need to make one note on this policy if you'll bear with me just a moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Before I connect you.
[AGENT][NEUTRAL] And tell me again what would you, what you were told um Ms. [PII] regarding the payment and how it was issued.
[CUSTOMER][NEUTRAL] Um, it was issued to his two adult children, because they say that, that's how the state of [PII] recognizes them, even though I'm the spouse, they told me that his children are also beneficiaries and it would have to be split among his two adult kids.
[AGENT][NEUTRAL] OK. And so you're one.
[CUSTOMER][NEUTRAL] It's just a lot.
[AGENT][NEUTRAL] I'm so sorry, can you repeat that last part again, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, and that it would have to be split. The, the benefit would have to be split three ways, um, to me and his two children.
[CUSTOMER][NEUTRAL] And uh even though I was there.
[CUSTOMER][NEUTRAL] The beneficiary of the policy.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright, so if you will give me one moment, I will now get you connected and again Miss [PII], it was my pleasure in speaking to you this morning. Thank you for calling APL and I do hope you have a very nice day.
[CUSTOMER][POSITIVE] And you too honey thank you.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. So one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm fine thanks how are you?
[AGENT][NEUTRAL] I'm OK, thank you. I have uh an insured on the line with policy number 727.
[AGENT][NEUTRAL] 291.
[AGENT][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] And her phone number is the one in the system.
[AGENT][NEUTRAL] She was calling regarding.
[AGENT][NEUTRAL] The claim 3589396.
[AGENT][NEUTRAL] And she knows that the benefit was paid, but she's got a question now um because we had to split the payment between her and her adult, his adult children rather.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she's wanting to find out if there is a way.
[AGENT][NEUTRAL] That her attorney can send something to APL so that they, we do not have to do that in the future because she has other claims to file for him.
[AGENT][NEGATIVE] And it sounds like there's some bad blood there. I don't see any notes where I can clearly answer her question as to, to any, you know, thing of what she said, but
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah, I can help her with that. Um, I mean her attorney can send us something that we can send to legal, um, as far as I know, like whenever we split the payments we go by, you know, if there was like a will or a testamentary or we go by what the, the laws are in the state so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm. OK. And she.
[CUSTOMER][POSITIVE] Most likely no, but they're pretty to finish whatever they want.
[AGENT][NEUTRAL] Yeah, OK. And I think that she did, she did say that she had been told it had something to do with the law in [PII]. But anyway, I, I've never had this question come up.
[AGENT][POSITIVE] And she's a really nice lady. I just, so I, I, yeah.
[CUSTOMER][NEUTRAL] Yeah, well,
[AGENT][NEUTRAL] I never have been asked that. That was a new one today, so that's not something new for today.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I don't know. I mean, I've had issues where they have, you know, they don't agree with our decision of how the payments are split, but unfortunately, like, you know, we have to go by what the law says.
[AGENT][NEUTRAL] Have you
[AGENT][NEUTRAL] Sure. I understand. And she will too. She's just, you know, I just would like for one of you all to clarify that with her.
[AGENT][POSITIVE] Since I've never been asked that before. OK, [PII]. Well, thank you so much and she's fully verified as well.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK, you're welcome and thank you so much. Have a great day, OK?
[CUSTOMER][POSITIVE] I thank you too.
[AGENT][NEUTRAL] Oh, it looks like she may be gone, but I'm gonna release the call anyway, OK?
[AGENT][NEUTRAL] In case it's just something with the phone that I can't see. OK. But her phone number is that one on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and if you do, when you make your note.
[CUSTOMER][NEUTRAL] Um, when you do make your notes and if she did and if you can just put that in there kind of what I said just in case if she calls back we'll know what to tell her.
[AGENT][NEUTRAL] OK, I've pretty much already said that that it was due to the law, but anyway, um, if you can, but again, her phone number is the one that's on file because she's now the primary on the policy since his passing and um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.