AccountId: 011433970860
ContactId: 9a1c0260-7996-4a0f-a8eb-19ccd45e1baf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 999659 ms
Total Talk Time (AGENT): 307242 ms
Total Talk Time (CUSTOMER): 176545 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/9a1c0260-7996-4a0f-a8eb-19ccd45e1baf_20250402T14:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. I need to check the status of a death claim, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] with Heritage Memorial funding.
[CUSTOMER][NEUTRAL] I'm sorry, what else did you ask for?
[AGENT][NEUTRAL] It's OK. Um, the phone number, a good contact number, and then the provider provider, the policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, I'm all over the place. Um, my callback number is [PII], and I actually have two claims to check. The first one for the policy is 154356, and the deceased is [PII].
[AGENT][NEUTRAL] Are both claims for this policy number or is it?
[CUSTOMER][NEUTRAL] No ma'am, there's a separate policy number for a different deceased.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] And can you verify the member's name and date of birth again for this one?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Whoa, what's the date of birth you have?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Let me do this because we're showing a different date. We're showing [PII]. Hold on one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] I can do it this way.
[AGENT][NEUTRAL] I know what to do. Do you mind if I place you on just a brief hold? We have a different date of birth on the.
[AGENT][NEUTRAL] Policy, but we also have a copy of the death certificate, so I'm just gonna confirm it and we can keep moving.
[CUSTOMER][POSITIVE] OK, sure, sure, take your time.
[AGENT][NEUTRAL] And um you said you have July, can you say it one more time?
[CUSTOMER][NEUTRAL] Let me double check our system, but what we have is 7-29-1943.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have notes that it says that we confirmed that the date of birth matched what we had on the policy, but it could be entered wrong so one second.
[CUSTOMER][NEUTRAL] Yeah, we have [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] That's what's on the death certificate as well 7-29-1943.
[AGENT][NEUTRAL] I'm gonna note this on here.
[AGENT][NEUTRAL] Yeah, everything is OK. I'm just gonna keep going because all the documents we have say 729, so it could be just wrong. I'm so I don't know, I just wanted to make sure. Um, but may I have the date of service for the claim you want me to check on?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The date of death
[AGENT][NEUTRAL] No, you said you wanted to check the claim status, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I just need the data service for whatever claim you want, is that the data service, the data that I don't know what we're searching, what type of claim we're searching.
[CUSTOMER][NEUTRAL] It's a death claim.
[AGENT][NEUTRAL] OK, so the date of service would be the date of death?
[CUSTOMER][NEUTRAL] And the date of
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] I have it here. So I'm just looking up this code. Hold on one moment.
[AGENT][NEUTRAL] OK, so we received it on, let me go back to this one. So I'm trying to get everything in one place. Um, so we received the claim on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The insured submitted the claims. I can't really or the insured the beneficiary, the insured's family. How can I go around this?
[AGENT][NEUTRAL] Basically, we received it.
[CUSTOMER][NEUTRAL] I was told on the [PII] that you guys had the claim form, the assignment for heritage Memorial funding, and you were only missing a copy of the death certificate, and I emailed that over on the [PII] to the care team at [PII]. So I just need to be sure that that was received and if it's in process now.
[AGENT][NEUTRAL] No, we have, you said you sent it to the care team on what day?
[CUSTOMER][NEUTRAL] Um, on the [PII].
[AGENT][NEUTRAL] Alright, let me do this. I'll go ahead and um check the emails. Do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Hey, I'm so sorry. I actually, it was faxed over on the [PII] and then we mailed it on the [PII]. I apologize.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] And then mails on the [PII].
[AGENT][NEUTRAL] See, the thing is, when I look at the documents we've received for this um policy, we don't have anything since [PII]. So let me check with the email team. Um, do you mind if I place you on just a brief hold and I do see the um
[AGENT][NEUTRAL] The notes here to see if we got the assignment of benefits and everything. So, um,
[AGENT][NEUTRAL] We can just go ahead through the call. But let me check with email, with the email team and see what they have from the [PII] and I can give you an update from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're very welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oops.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thanks so much for holding. I have one question. Um, it should they be looking, is it coming from you or would it say?
[AGENT][NEUTRAL] The funeral home or the provider.
[CUSTOMER][NEUTRAL] It would be the fax that we sent is going to be coming from my company and the number is [PII]. However, we did place it in the mail on the [PII] to your mailing address so you should have that by now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It was almost 2 or it was 2 weeks ago.
[AGENT][NEUTRAL] So you faxed it, you mailed it, and you emailed it.
[CUSTOMER][NEUTRAL] Yes, I mean I can reem email it if you guys don't have it, but I just need to be sure that you have the assignments on file too.
[AGENT][NEUTRAL] Well, I can let you know we received the um assignment letter and the loss of life claim on [PII], so that's in there.
[AGENT][NEUTRAL] Um, I'm just trying to find this death certificate.
[AGENT][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] OK, and if that's a good email, the care team at [PII], I can resend it.
[AGENT][NEUTRAL] OK. Hold on one moment, OK, because they, they're just asking me. I just want to make sure. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, hello, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, thanks so much for holding. So they're searching on the email side, but I would say to go ahead and and send the email again because when even the mail and the fax, like the last thing received um was from [PII]. So I would just go ahead and email it again and if they get the one you sent before, sooner or, you know, before the one you're resending, they'll just go ahead and process this first one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I do have another policy. Do you mind checking on it for me?
[AGENT][NEUTRAL] Mm, I don't mind at all. What's that policy number?
[CUSTOMER][NEUTRAL] 00152890
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]'s date of birth [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Is this all the same claim, yes, OK.
[AGENT][NEUTRAL] OK, so the notice of death has been received, a claim form, and the loss of life policy form has been sent. Do you know if that's been sent in? It it was sent to the beneficiary. We're waiting for the forms to be completed by the beneficiary and returned to us.
[CUSTOMER][NEUTRAL] Um, on this one I spoke with [PII] on the [PII]. She said the assignment and and the claim form was on file.
[AGENT][NEUTRAL] So let's see.
[CUSTOMER][NEUTRAL] And that you guys just needed the death certificate on this one.
[AGENT][NEUTRAL] So for this one, it looks like the death certificate was was um received on [PII] and they sent it over to customer service. So yes, they have received the death certificate and
[AGENT][NEUTRAL] That is still the the denial code that's. Go ahead.
[CUSTOMER][NEUTRAL] And then I
[CUSTOMER][NEUTRAL] Do you see that death certificate as well because it was missing on the policy.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I don't physically see it. I just see where it came through the email and they sent it over to customer service, but.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can check real quick, hold on one second, yeah.
[AGENT][NEUTRAL] See, the other one that we did, it was none of this was here, but for this one, yes, I see it here um and it was.
[AGENT][NEUTRAL] We go put it in the system on [PII]. We received it on [PII], so it's in here.
[CUSTOMER][NEUTRAL] OK, and what's the processing time?
[AGENT][NEUTRAL] So it's 7 to 15 business days from the day that we receive um received it, so from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well, perfect. Thank you so much for your help today. I really appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, I think that's all I appreciate it.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL and again all the information provided was a verification of benefits, not a guarantee of payment, and I hope you have a great week.
[CUSTOMER][NEUTRAL] You too bye bye