AccountId: 011433970860
ContactId: 99345e38-c071-498d-91f5-1f6281fee705
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280920 ms
Total Talk Time (AGENT): 133940 ms
Total Talk Time (CUSTOMER): 152391 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/99345e38-c071-498d-91f5-1f6281fee705_20250117T20:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey, this is [PII] with the care team. How are you doing today?
[AGENT][POSITIVE] I'm, I'm doing good.
[CUSTOMER][NEUTRAL] Hey, so I have, um, oh, I'm glad you're doing good. I'm sorry. I don't know what I was thinking that was rude of me. Um, I have a wife of an insured on the line and she is calling to report loss of life and um, it's for a life insurance policy. Um.
[AGENT][POSITIVE] That's right. OK.
[AGENT][POSITIVE] OK, you got the right person. OK.
[CUSTOMER][NEUTRAL] Perfect so I did tell her about the loss of life claim form and I offered to email that out to her, but she just has questions I'm not sure how to answer. Um, she wants to know if she's the beneficiary on the account, and I don't see a beneficiary listed. I'm looking at policy number 130245.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, probably got to go to the file. And this is for Mr. Who?
[CUSTOMER][NEUTRAL] Uh, Mr. [PII].
[AGENT][NEUTRAL] OK, [PII] You go to the PINAM screen. You got to see file. So let me go over here and pull up the policy, but you can, what's her first name?
[CUSTOMER][NEUTRAL] Her name is [PII] and it's his wife.
[AGENT][NEUTRAL] OK, you can transfer it to me. I, I handle it from here.
[CUSTOMER][POSITIVE] Perfect um and then I did verify as much I mean she was able to verify all this information.
[AGENT][NEUTRAL] OK, and I, you know, I know not to give her too much if she not the beneficiary. She just send in the claim form and we'll go from there, but I am gonna look on the file and see who is the beneficiary, but I'll speak to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. I'll I'll introduce you when we join.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][POSITIVE] Yes. Hey there. I have Miss [PII] on the line and she is one of our agents. She's fabulous. She's gonna be able to take the call over from here and she should be able to help answer some of those questions for you, OK?
[CUSTOMER][NEUTRAL] OK, but you didn't get my email address to mail the claim form. Do well she did, I can do that for you if you want to give me the email address, absolutely.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][POSITIVE] [PII]. Yeah, that's right. OK, perfect. I will send that claim form your way in just a moment, OK?
[CUSTOMER][POSITIVE] OK. Mhm. Thank you.
[AGENT][NEUTRAL] All right, thank you, Ms. [PII]. My name is [PII]. I'm in the claims department. How are you doing today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh, I'm, I'm doing all right. How are you?
[AGENT][NEUTRAL] All right. And you said that um Mr. [PII] passed away. What is the date of his death?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm sorry about your loss. And your first name is [PII], right?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I OK, [PII]. All right, [PII], I have to look through this policy because on file we don't have a name beneficiary on file, but I got to look through and see who is the named beneficiary. And in the meantime she gonna email you the claim form, but I can call you back and answer any questions you need once I found out who the named beneficiary is. If it's not you, I won't be able to give you too much information, but what is your phone number so I can review the file right fast and call you back?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, that's [PII], correct?
[CUSTOMER][NEUTRAL] No, no, no, no, [PII].
[AGENT][NEUTRAL] Uh-huh, that's what I said. [PII].
[CUSTOMER][NEUTRAL] Yeah, that's right. Uh, you know, he got, I think he, he got this policy. I'm sure way before we were even married. I'm pretty sure, so I, I just don't remember that if he added my name or not, it's so if there's not a name beneficiary, then what happens?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I'm sure it's a named beneficiary, but, uh, because I do see one on here, but it wasn't you at that time, but I'm gonna wrap, I'm gonna go through the whole file and see did he send in a change of beneficiary over the years, but, uh, let me see what I can find out and if you're not on there, then I'll call you back so we can see who is the name, who I can get in touch with the person that is the named beneficiary, OK?
[CUSTOMER][NEUTRAL] Well, at the time, it might have been his parents who've been dead for years, you know, so.
[AGENT][NEUTRAL] Um, yes, ma'am, I understand. But let me look through the file and I'll give you a call back, Ms. [PII].
[CUSTOMER][POSITIVE] OK, thank you. All right, bye bye.
[AGENT][POSITIVE] OK. Thank you, [PII]. You have a great day. Bye-bye.