AccountId: 011433970860
ContactId: 9b80faa8-a3c2-4424-ae01-72d5b913240b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 515400 ms
Total Talk Time (AGENT): 160534 ms
Total Talk Time (CUSTOMER): 243599 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/9b80faa8-a3c2-4424-ae01-72d5b913240b_20250522T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hi, my name is [PII] with the City of Parker Heights Human Resource department. How are you today?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm OK. I'm OK. I'm needing a little help, um, with a claim I'm I'm trying to get initiated and I'm not sure where to start with it and exactly. I mean, I've got, uh, I've got two different claim forms here that I filled out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh,
[CUSTOMER][NEUTRAL] One of our employees passed away yesterday and she had a cancer policy so she was in the hospital for the cancer and passed away so I know we need to do that claim form but do I also need a loss of life claim form is my question to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Under the cancer policy.
[CUSTOMER][NEUTRAL] Under the cancer policy, yes ma'am.
[AGENT][NEUTRAL] Uh, that's a good question. Let me find.
[CUSTOMER][POSITIVE] This is a first for us. I know that's why I'm like oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] And of course she's had this policy for so long.
[CUSTOMER][NEGATIVE] I, I, I don't have it. She's now gone.
[CUSTOMER][NEUTRAL] I'm like, I'm not sure. I know I need to do the cancer claim form but there's gonna be stuff from where she was in the hospital that they'll probably need a little help with, you know.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But then as far as the loss of life I'm like I filled them both out because and what I was gonna do to initiate the claims with you guys I filled them out and I was going to send them to you so that you guys could reach out to him when he's in a better state of mind we're because he's gonna have to sign everything, you know, but he doesn't have a clue what she had or what to do so we're just trying to help out as best possible.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I got you, yeah, for sure. OK, let me see, let me reach out really quickly to because I don't see anything. I know that we need like.
[AGENT][NEUTRAL] Um, like if you're reporting it, they do ask for like death certificate, but a lot of that is in regards to like life insurance claims, you know.
[CUSTOMER][NEUTRAL] Right, exactly, so I just was, I was just completely going, OK, I'm not sure what I'm gonna do. OK, so I figured I'd get some help.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Haven't no claims have ever been filed for or are you unsure, [PII]?
[CUSTOMER][NEUTRAL] No, there have been several claims filed. There have been quite a few because this is not new, um, she's been going to, she had been going through this for a few years, so some claims have already been filed before no new ones have been filed. I've not filed any new ones here lately.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I know that she went back in the hospital for the same issue.
[CUSTOMER][NEUTRAL] And succumb to it.
[AGENT][NEUTRAL] I'm just waiting for a response from this [PII] to see cause I can't, I wasn't able to, yeah, locate anything else here. So give me just a moment.
[CUSTOMER][POSITIVE] No, you're good you're good.
[CUSTOMER][NEUTRAL] You're fine. I'll just keep trucking along on this.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You good?
[CUSTOMER][POSITIVE] My coworker needed a birthday card. I'm like, help yourself. They're right there, get something, you know. I am OK with that.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, so yeah, it looks like the loss of life is only for the life insurance products. Um, so it looks like it's not needed.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so I'm gonna get that. I'm gonna shred that baby real quick.
[AGENT][NEUTRAL] Um, customer service, they'll just need when he does have it and is, you know, to cancel the policy and all of that they will need, um, a death certificate.
[CUSTOMER][NEUTRAL] So I'm gonna get that
[CUSTOMER][NEUTRAL] Well, and that's the thing, you know, we're here in [PII] and it's taking them a minute to get death certificates to people.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] They're not gonna be quick and the thing is is that um she passed away yesterday so there's absolutely no reason for them to keep paying for it I mean.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You know, let me look at this here.
[AGENT][NEUTRAL] Do you know, is he, is it just her or is he on it too?
[CUSTOMER][NEUTRAL] Hang on, that's what I'm [PII] ready to look at right now, uh, do do do do, um.
[CUSTOMER][POSITIVE] Oh no, she has family so absolutely you can keep it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, he can keep it.
[AGENT][NEUTRAL] And then just, yeah, and then just um um.
[CUSTOMER][NEUTRAL] The price would change, am I right?
[AGENT][NEUTRAL] Yeah, the premium would probably be modified to have her removed from it, and then, yeah, but we would have to look to see, yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So we're good.
[CUSTOMER][NEUTRAL] No, we're good there's nothing else so once he gets the death certificate to you guys, but I think um.
[CUSTOMER][NEGATIVE] Oh shoot, we, we, we, we, we would need to get that premium reduced. There's no reason for him to be paying for her until, I mean, I mean she's gone, you know.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEGATIVE] And every time you know he pays for it it's like why am I paying for her she's gone come on guys, you know, with or without the death certificate, everybody knows she's gone.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I'm gonna go ahead.
[AGENT][NEUTRAL] Did you have anything else that you need me to check, [PII]?
[CUSTOMER][NEUTRAL] So what I'm gonna do is, so can I upload this form to it doesn't need to be completed and the reason I'm asking is because I can email it to him for him to complete it.
[CUSTOMER][NEUTRAL] But what I usually do is I usually upload it and send it and then once the people if he hasn't call once he calls they tell him what he needs to do or if he doesn't call, you know, usually a week to 2 weeks out they reach out to him saying hey we received uh in initiative you know someone initiated a claim what we need from you is, you know, that's so do you guys work like that too or no?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, absolutely. So you can do that and then he'll get communication that that's needed or you can wait and speak with him until you can get it like I said, you know, signed like you said it's really whatever works best, you know, it may initially be denied because of no signature, but of course that can be remedied, um, you know, and then just the signature added and they reevaluate so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, because there's no signature because it's her, you know.
[AGENT][NEUTRAL] Right, right, right, so.
[CUSTOMER][NEUTRAL] So, um
[AGENT][POSITIVE] But yeah, you can definitely do that on his behalf uploaded online.
[CUSTOMER][POSITIVE] OK, I'll make that happen and what I'll do is I'll include his name and his phone number for contact information to make life a little easier for y'all and him.
[AGENT][POSITIVE] OK, sounds good. Perfect.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] You know, OK, I'll make it happen. You're awesome thank you so much have a good day, OK?
[AGENT][POSITIVE] For sure.
[AGENT][POSITIVE] You too. Take care.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.