AccountId: 011433970860
ContactId: 9be36d46-9064-4dac-92df-4be91a384bfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 524619 ms
Total Talk Time (AGENT): 178244 ms
Total Talk Time (CUSTOMER): 348499 ms
Interruptions: 9
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/9be36d46-9064-4dac-92df-4be91a384bfc_20250505T20:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling, um, to, to figure out how to file a claim. My father passed away on [PII], and um he had a policy with you all, a life insurance policy, and my mother is the beneficiary on that policy, and she is
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Medically incapacitated with dementia and Alzheimer's, um, we have powers of attorney, but I was wanting to try to get the process started the filing a claim on our behalf, but I don't know what the, I have the policy number at one time.
[CUSTOMER][NEUTRAL] But I think it may be at home. I just didn't know if you could help me with the policy number so I could, I found a form online called Low Life claim form. I wasn't sure if that was a form that needed to be filled out. I've got his, his death certificate and everything, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you help me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII] and your daughter? And sorry for the loss of your dad.
[CUSTOMER][NEUTRAL] Yes, I am the daughter.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And spell
[CUSTOMER][NEUTRAL] I had attempted to, to do, I've been, I'm sorry, go ahead.
[AGENT][NEUTRAL] I was just gonna ask you to spell the first and last name.
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] [PII] OK. [PII] is the last name.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Go ahead while I look up the policy number.
[CUSTOMER][NEUTRAL] I was attempting to because of some mistake planning we were trying to do to change beneficiaries in December, but because of the slow customer service process, unfortunately, he passed away like a day after I got a response from somebody, um, and I was in my office, but I digress. Yes, we're just gonna have to press these ideas, I suppose.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. With APL.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said uh the first name is [PII], last name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII]. OK, thanks.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the first step would be to complete that loss of life form and then send us a copy of the death certificate.
[AGENT][NEUTRAL] And then, uh, you said that you and your mother have power of attorney or is it just your mom?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have, so my mother is the, my mother is the beneficiary, and she, I believe she's the named beneficiary on the policy, but you're gonna have to talk to me about it, um, because she is in memory care with dementia and Alzheimer's. I have power of attorney for her. Um, so I'm not sure if I need to send anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Understand.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To allow you to speak with me about this claim on her behalf or how that needs to work.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm gonna send you an authorization form now your mom then would not be able to sign it.
[CUSTOMER][NEUTRAL] No, she would not. I can, I have had to do this for annuity, a letter of incapacity from her physician. I've gotten that on something else. I don't know if that's something that you would need um to be able to, to talk to me about this, um, let me see if I can find it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Proceed
[AGENT][NEUTRAL] Yeah, um, do you have a copy of that letter?
[CUSTOMER][NEUTRAL] I believe I do somewhere. I'm trying to see if it's made out specifically to the the other company though that's what I need to find out. Hold on just a second, let me make sure.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right. And does it state her condition? or does it just say she's?
[CUSTOMER][NEUTRAL] Hold on one second. Let me.
[AGENT][NEUTRAL] Income, OK.
[AGENT][NEUTRAL] And then I'm gonna
[CUSTOMER][POSITIVE] Uh, I'm so sorry. I've got.
[AGENT][NEUTRAL] You're fine. It's no, no rush.
[CUSTOMER][NEGATIVE] Paperwork out the ears from all of this. It's been a little stressful.
[AGENT][NEUTRAL] No rush.
[AGENT][NEUTRAL] I can understand that.
[CUSTOMER][NEUTRAL] It may be in my email actually. I in my email real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your email address?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, that is it.
[AGENT][NEUTRAL] And [PII] OK, I'm gonna email you the.
[AGENT][NEUTRAL] Third party off or you can send that letter because if she's not able to sign it and date it and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's kind of a moot point for me to send it.
[CUSTOMER][NEUTRAL] If I can, I mean, I, as power of attorney though, I have a legal power of attorney that's notarized, yes, that I can use, I can sign her name, you know, on her behalf because of that power of attorney. I just didn't know if that would be acceptable to you all.
[AGENT][NEUTRAL] You do.
[AGENT][NEUTRAL] OK, send that to us.
[AGENT][NEUTRAL] No, unless you send a letter along with it.
[AGENT][NEGATIVE] That she's incapacitated. You can't sign her signature.
[CUSTOMER][POSITIVE] OK. All right. I can.
[CUSTOMER][NEUTRAL] Let me see if I can.
[CUSTOMER][NEUTRAL] Yeah I've got her. I've got that letter somewhere. I just have to.
[CUSTOMER][NEUTRAL] I just need to find it somewhere. It's around here.
[AGENT][NEUTRAL] But, but meanwhile, you can go ahead and send us, well, she didn't even sign the claim form, right?
[CUSTOMER][NEUTRAL] No, she hasn't signed a claim for either.
[AGENT][NEGATIVE] The loss of
[AGENT][NEUTRAL] OK, so I think we would, um, and so you're not the power of attorney she is, right?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] No, I, I am OK. I was my dad's power of attorney, but the power of attorney ceases to exist whenever somebody dies. So it doesn't matter that I was his power of attorney, but I am her power of attorney. I have, I have power of attorney over her to be able to sign documents on her behalf, is what I'm saying.
[AGENT][POSITIVE] Right. Correct.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you've already sent that in, haven't you?
[CUSTOMER][NEUTRAL] It I probably did if you can look in the file because I was doing all of this prior to his death.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I sent in, you know what, I probably only sent in the power of attorney that I had for him, which was legally enforced at the time but he was still alive, but what you probably don't have is my power of attorney for my mother.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For your mom. OK, send it in for your mom. I do see one received back in [PII].
[CUSTOMER][NEUTRAL] Oh, did you get it in [PII]? I would have sent it in [PII], but that's, that's fine, um.
[AGENT][NEUTRAL] I could
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That may be for your father.
[CUSTOMER][POSITIVE] I will send you, I will send you every.
[CUSTOMER][NEUTRAL] Yeah, it probably was. I didn't realize we had sent it in at that time we, it's been a whirlwind of a couple of years, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can understand.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will, um, find that I have her power of attorney. I'll fill out a claim form. I'll see if I can find my letter from her position and what it says, and I'll just send you what I've got. Um, you've got my, did you put my contact information in there so that whoever gets this information can.
[AGENT][NEUTRAL] Mhm. Uh-huh.
[CUSTOMER][NEUTRAL] Can give me a call or reach back out.
[AGENT][NEUTRAL] Uh-huh, give me your callback number.
[CUSTOMER][NEUTRAL] OK. It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, and then I have your email.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So [PII]. OK? And I do see a note, uh, change your dated [PII] of this year that you called and it says that you'll be sending a power of attorney for mom.
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes, that is it.
[AGENT][NEGATIVE] But I don't show that we've received it.
[CUSTOMER][NEGATIVE] I called on the [PII]. There is really no telling. Uh, it is, um, I, there's, I have, I'm so overwhelmed and I've changed jobs in the middle of all this, like after a 15-year career at one place. So I am a little out of sorts. So my sister's been worthless.
[AGENT][NEUTRAL] Uh-huh. It is.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Kudos to you for taking care of everything.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I get it. Right.
[CUSTOMER][NEUTRAL] So, OK, well, let me fill out this form and you said you did or I was going to send the power of attorney. You do not have it.
[AGENT][NEGATIVE] Going to, that you will be sending it to us, but we've not received it for your mom.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, got it. I will get on top of that. Thank you very much.
[AGENT][NEUTRAL] OK. All [PII]. So send all of that in and then that can start the process.
[CUSTOMER][NEUTRAL] I will.
[CUSTOMER][POSITIVE] OK, great. Thank you.
[AGENT][POSITIVE] Oh, you're welcome. Anything else?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.