AccountId: 011433970860
ContactId: 95016437-9933-43ad-999c-c73315949d77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 782530 ms
Total Talk Time (AGENT): 328461 ms
Total Talk Time (CUSTOMER): 201434 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/95016437-9933-43ad-999c-c73315949d77_20250213T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], I have an insured on the phone, um, well, the, um, I guess you can call a beneficiary. It was a policy on her husband. It's a life plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she has questions on how the policy would be processed. Like once a payment has been made to the funeral home, uh, what would the rest of the amount go to?
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] 696-679.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's cold.
[CUSTOMER][NEUTRAL] Mm, mm.
[AGENT][NEUTRAL] And that's [PII]'s on the phone?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] When she gave me a callback number. I don't know if you want it or not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you so much, got it.
[CUSTOMER][POSITIVE] Thank you, Ms. [PII]. Have a great one.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is [PII] in the claims department.
[AGENT][NEUTRAL] Um, I understand you have some questions concerning payment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] How can I assist you today?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII] is my husband, he has passed.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] The funeral home, West Haven Memorial Funeral home in [PII].
[CUSTOMER][NEUTRAL] Uh, we use, uh, life insurance, and they, uh,
[CUSTOMER][NEUTRAL] Supposedly took out 6304 would leave a balance, and I was just wondering when will I receive the balance on that policy. I am the beneficiary.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Um, let me take a look and um at your file and give me one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes, I got a, a beneficiary and a life policy. Can you take a look at it for me?
[AGENT][NEUTRAL] 69, OK.
[AGENT][NEUTRAL] 667 9.
[AGENT][NEUTRAL] OK, so [PII]'s on the line. She was asking when she gonna get paid.
[AGENT][NEUTRAL] And that.
[AGENT][NEUTRAL] It says um claim form in the certificate.
[AGENT][NEUTRAL] OK, so I need to let her know.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] She said something about they, something about $5000 or something, I guess. And, and so she, I guess she wanna know once they get their money, how she gonna get hers.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] I, I, I love you, Miss, Miss [PII], cause honey.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That and the death certificate.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me get back to her and I'll let her know.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. All right. Bye-bye. Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so, um, the adjuster spoke with um the funding company which is Grace Express Funeral funding, um, and we have not received the claims, the loss of life claim form or the death certificate.
[AGENT][NEUTRAL] So we cannot move forward with anything on our end um so you would need to contact them as far as um you know, what's going on. We haven't received anything. Um, once the claim, once we receive what we need.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And process the claim, then any balance that is left will be um sent um sent to the beneficiary that we have on file. But as of right now, we do not have the loss of life claim form, neither the death certificate, OK?
[CUSTOMER][NEUTRAL] And so the funeral home has to send uh you all that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And so the last time we spoke to [PII] from Express um funeral funding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, I can provide you with the number and you can call them if you would like.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK, give me the number.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 9011.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] 949
[AGENT][NEUTRAL] 9011.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] 90
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] 11.
[CUSTOMER][NEUTRAL] 09011
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And who is this, [PII]?
[AGENT][NEUTRAL] Yes, and that's with the um the, I guess the funeral home that you, that you chose.
[CUSTOMER][NEUTRAL] No, uh, the funeral home that I chose was West Haven Memorial Funeral Home.
[AGENT][NEUTRAL] But I guess, I guess they're the ones that, um, take care of the um billing maybe.
[AGENT][NEUTRAL] They must be the ones that take care of the billing for or the documents. So either you can call this person here or you can call the funeral home itself, but that is what we're waiting on and I'm not sure.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] If they're waiting on the death certificate, I'm not sure what they're waiting on to send us.
[CUSTOMER][NEUTRAL] Oh, they had a different ticket.
[AGENT][NEUTRAL] OK. So yeah, those are the things that we're waiting on.
[CUSTOMER][NEGATIVE] Yeah, because, because I don't got, because I don't get uh my death certificate.
[AGENT][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] And uh when I picked up, yeah, when I picked up mine uh they uh had one so.
[CUSTOMER][NEUTRAL] OK, and I also had uh paid up to March.
[CUSTOMER][NEUTRAL] Its premium, I have paid it up for 6 months. I paid it uh in November.
[CUSTOMER][NEUTRAL] I paid up to 6 months on the policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that would be, uh, it will pay up to March, from November to March.
[AGENT][NEUTRAL] So did you um
[AGENT][NEUTRAL] So once the death certificate is received,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you uh send us the death certificate to stop premium?
[CUSTOMER][NEUTRAL] Uh, no, I didn't know I had to do that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I need to send the death certificate so that we stop the premium.
[AGENT][NEUTRAL] Yeah, um, I would have that would be something that you would need to talk to customer service, which was the people that transferred the call, um, but I do know that this is still an active policy and that um until the death certificate is received, then once they receive it, they will, um.
[AGENT][NEUTRAL] Cancel the policy and then any premiums that are due, um.
[AGENT][NEUTRAL] But I, you know, I don't, I don't, it was it coming out of his account or was it, I'm not too sure what how they do it, um, that's why I would rather for me to transfer you back to customer service, but um I do know that part that you do have to submit to us a death certificate before we're ever able to cancel or term the policy out.
[CUSTOMER][NEUTRAL] OK, so I need to send a different certificate so you all can cancel the policy.
[AGENT][NEUTRAL] Yes, but I'm gonna transfer you back to customer service so they can let you know the steps because I do know you do that, but as far as any premium that was paid up that is due, I'm not sure how they do that. That part I do not know. So I'd rather for me to transfer you back so they can let you know how that goes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], I have [PII], the beneficiary for policy 696-679 on the line.
[CUSTOMER][NEUTRAL] OK, I'm sorry I didn't get your name honey.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh hey [PII]. OK, let me get that pulled up.
[CUSTOMER][NEUTRAL] Alrighty, Miss [PII], is this for [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And so we have [PII] on the phone.
[AGENT][NEUTRAL] Yes, she was transferred to the claims department. Um, I discussed what we're waiting on for this life policy, but she was asking about premiums that was paid up. I did tell her that I believe that um before the policy could be canceled, we would need the death certificate and I do not know how it goes about.
[AGENT][NEGATIVE] Premium that was paid up and how who gets that money, how it's refunded. I'm not sure, so I'm sending her to customer service.
[CUSTOMER][POSITIVE] OK, dear, put her on through. I'll do my best to help her.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.