AccountId: 011433970860
ContactId: 96e9026e-d721-4d10-8d7b-0e05fbb18973
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301660 ms
Total Talk Time (AGENT): 107502 ms
Total Talk Time (CUSTOMER): 150085 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/96e9026e-d721-4d10-8d7b-0e05fbb18973_20250129T20:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling Eel. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team. How are you doing today?
[AGENT][NEUTRAL] I'm doing OK, and yourself?
[CUSTOMER][POSITIVE] Hey, I'm doing wonderful. Thank you for asking. Um, I just have a quick question for you. Um, I have an in, well, I have a husband on the line.
[CUSTOMER][NEUTRAL] Um, and his wife passed away and she is the payer, but not the insured on a bunch of life policies, but I still pass them on to you all? Um.
[CUSTOMER][NEUTRAL] If she's, I, I'm assuming I wouldn't ask for a loss of life claim form if she's only the payer, not the insured on the policy.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Yes, there's actually a bunch of them. Um, the first one is 154215 and then I have.
[CUSTOMER][NEUTRAL] 4 more after that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't even think.
[CUSTOMER][NEUTRAL] I don't know what I said. Can I repeat that number to you?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 154215.
[AGENT][NEUTRAL] 1542.
[CUSTOMER][NEUTRAL] I'm pretty sure that's not what I said the first time.
[AGENT][NEUTRAL] OK, and who's the one that's calling?
[CUSTOMER][NEUTRAL] It is the husband is [PII] and his wife is [PII], and she's the payer on a bunch of life policies, but she's passed away.
[AGENT][NEUTRAL] OK, cause that [PII] name you gave me, I'm not showing that she's the policyholder and I'm not showing [PII] has been active because.
[AGENT][NEUTRAL] Yeah, [PII] is already lapsed. The only person that's acting is [PII].
[CUSTOMER][NEUTRAL] OK, so if they're a lapse, then we know they're not the, I guess I didn't, I don't really understand when they're like the [PII], like I know their name comes up, but I didn't realize that ever said active.
[AGENT][NEUTRAL] OK, if it has an A by their name, that means you're active. You wanna look at the relation, that's a relationship what you looked at is the stat line. Um, if it has an L, that that means that it's they're already lapsed off the policy.
[CUSTOMER][NEUTRAL] OK, yeah, I guess that she was still paying on the policy though, Ms. [PII].
[AGENT][NEUTRAL] Well, I mean, she, she cannot not because uh uh let me.
[CUSTOMER][NEUTRAL] She was OK. The bills went to her house, so that that's where the bills have been going, and he just got all the, he said he just got a bunch of bills.
[AGENT][NEUTRAL] Yeah, I guess
[CUSTOMER][NEUTRAL] For these policies.
[AGENT][NEUTRAL] OK, now what, um, what is this question I can I'm sorry.
[CUSTOMER][NEUTRAL] He just said his wife died and he has a bunch of bills. Um, he said he has like
[CUSTOMER][NEGATIVE] 5 or 6 bills for all these policies, but his wife's passed away.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] T
[AGENT][NEUTRAL] So he's want to know if he can send the bills in.
[CUSTOMER][NEUTRAL] I don't, I think he's just wondering like if he needs to do anything with them, do we need to like contact the people the in like I'm not exactly sure um typically when people call to report that we don't at the care team we don't do much with them, so I'm not exactly sure.
[CUSTOMER][NEUTRAL] I didn't think he needed to fill out a loss of life form. I'm not sure if we need to get different addresses for the people who are, you know what I mean, like that are covered on the policy.
[AGENT][NEUTRAL] OK, you might wanna send them to customer service instead of us, um, because I said I'm not.
[AGENT][NEUTRAL] Like, I don't even see him on the poll this show and I'm like I'm not even showing [PII] as a spouse, um, on that particular policy you gave me. I'm only seeing [PII], which is the actual policyholder.
[AGENT][NEUTRAL] Um, so I'm not sure.
[CUSTOMER][NEUTRAL] Under 154215.
[AGENT][NEUTRAL] Yes, I'm showing [PII] was the policyholder and it's not showing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, I guess I will see if customer service knows what to do for him then, um, because all of the bills for all of the policy are still going to his houses. I I'm not exactly.
[AGENT][NEUTRAL] I mean, maybe on the, cause you said, I'm sorry, you said his first name is [PII]?
[CUSTOMER][NEUTRAL] His name is [PII], yeah. He does have a policy under him where his wife is the payer.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, I'm showing [PII] on the one ending in 214, that's in his name, um.
[AGENT][NEUTRAL] Showing that he um
[AGENT][NEUTRAL] That he's active on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will, OK, I'll reach out to, I guess I'll reach out to customer service because I'm not exactly sure what to tell them or what we need.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.