AccountId: 011433970860
ContactId: 9ede9c5d-811d-4d3e-b371-de638420331e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 693330 ms
Total Talk Time (AGENT): 281130 ms
Total Talk Time (CUSTOMER): 174082 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/9ede9c5d-811d-4d3e-b371-de638420331e_20250529T18:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Uh, I called yesterday afternoon to uh get some information on opening a claim on my father's uh life insurance policy. Uh, he passed away in March, and I was put on hold and eventually the call disconnected. So I, I was, I was in the process of being transferred to the claims department.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, I'm definitely sorry that the call got disconnected. Um, so you're needing help with filing a life claim for your father's policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my, my name is [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the policy number?
[CUSTOMER][NEUTRAL] 1025807
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And that was 102-5807?
[CUSTOMER][NEUTRAL] That's what I have in my notes. I would have to do. I mean, I have, I think I have the policy information at home.
[AGENT][NEUTRAL] What's your dad's first and last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, um, this is the wrong policy. I can look up a policy. Do you have his social?
[CUSTOMER][NEUTRAL] I sure do.
[AGENT][NEUTRAL] OK, let's try that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII]?
[CUSTOMER][NEUTRAL] Yes, it could be under [PII]. Sometimes his middle name is [PII], sometimes he would use.
[CUSTOMER][NEGATIVE] His middle name, it, it's frustrating because some things are under [PII], some things are listed as [PII].
[AGENT][NEUTRAL] I think I may have found it. Let me see if this is it. I'm gonna pull it up so I can see the date of birth. Hold on one second.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] His date of birth [PII].
[AGENT][NEUTRAL] OK, here we go. So this is it. Alright, and then um you said your first name is?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, here we go.
[AGENT][POSITIVE] Alrighty, and thank you for verifying. Hold on one second.
[AGENT][NEUTRAL] I'm just reading through the notes. Hold on one moment.
[AGENT][NEUTRAL] OK, so are you just needing to know how to file a claim or was it?
[AGENT][NEUTRAL] Was there something specific that you were asking claims, because I can help you with how to file a claim. What?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I, I do need to get the claim process started. So he, he passed away in [PII] actually. Uh, we just got the death certificates back the first week of this month, and I've been traveling to work and some other things. So it's just, it's been kind of a, this has been on my list of things to do is try to get everything going. I knew that I really couldn't move forward with any of this until I get the actual certified death certificate.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Certificate. OK.
[AGENT][NEUTRAL] So this is all we'll need to do. Um, I, I know you were placed on hold before, but I promise I will come back to the line. Do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] OK, if we, if we do happen to get disconnected, I promise I'm gonna call you back, but I don't think we will be, OK?
[CUSTOMER][POSITIVE] OK, OK, sounds great, thank you.
[AGENT][NEUTRAL] Alright, hold on one second. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Why did [PII] transfer him to claims?
[AGENT][NEUTRAL] You said she's a life policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So why was she? OK.
[AGENT][NEGATIVE] I'm gonna do it like this, no, no, no, no, no.
[AGENT][NEUTRAL] Main site click out of that claims and form.
[AGENT][NEUTRAL] [PII] will happen.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] I don't think we can talk about anything.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh, he is listed as a beneficiary.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, thank you so much for holding. I apologize for that wait. So there's um two ways that we can go about it. If you would like to go on the website to get the claim form, um, I can let you know how to go on the website, you're getting the loss of life claim form and basically you're just gonna attach the um death certificate to it and the the um
[AGENT][NEUTRAL] I believe the form has to be not, yeah, the form has to be notarized and then once you send that in, we'll go ahead, that's how you start the claim process once we get that claim form and the death certificate and then um we'll go ahead and, you know, pay out on it or or give the decision and then if you wanted to close the policy, you could at that point.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Did you want me to give you the website so that you can um get the form?
[CUSTOMER][NEUTRAL] So I'm at uh [PII], is that correct?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] On your claim forms.
[AGENT][NEUTRAL] Yes, and you're gonna go to, um, you're looking for the loss of life claim form. It should be on the 2nd page.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] You got it. Alright, so you'll just download that. Um, at the bottom of the claim form, you'll see the mailing address, the, well, our phone number, and then the fax number, you can mail it or fax it to us, whichever you prefer, but for the um death certificate, make sure it's a copy, don't, don't, I wouldn't encourage the original.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Don't you, you
[CUSTOMER][NEUTRAL] Oh, so you don't need the original, you just need the copy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, now the one question I have is about the claimant beneficiary. I don't know the actual policy details to know who the beneficiary is.
[AGENT][NEUTRAL] Oh, you are
[CUSTOMER][NEUTRAL] I don't, it, it to me, I think it.
[CUSTOMER][NEUTRAL] Uh, it would either be me or, or my mom, which my mom has passed away, so that would have been a, a whole other.
[CUSTOMER][NEUTRAL] thing
[CUSTOMER][NEUTRAL] So I'm, I'm listed as the beneficiary.
[AGENT][NEUTRAL] Um, hold on one second.
[AGENT][NEUTRAL] Your name is on here. Let me hold on one moment, I'm going through them.
[AGENT][NEUTRAL] If the, and you said your mom is no longer living, right?
[CUSTOMER][NEUTRAL] Yeah, [PII], uh, she passed away in.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] So she was listed as the beneficiary, but you are also listed, um, hold on one second.
[AGENT][NEUTRAL] Sorry, I'm flipping through screens.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, you are listed um as the well the the estate is listed as the beneficiary if something was to happen to [PII], which would be you and [PII].
[CUSTOMER][NEUTRAL] [PII], yes, OK. That's my wife.
[AGENT][NEUTRAL] Oh, OK. Well then yes, you and your wife.
[CUSTOMER][NEUTRAL] So for the so for the
[CUSTOMER][NEUTRAL] So this form would be like what would I put about the beneficiary since.
[CUSTOMER][NEUTRAL] Do I put mom's information or?
[AGENT][NEUTRAL] Mhm. So your
[CUSTOMER][NEUTRAL] Do I, do I put mine?
[AGENT][NEUTRAL] So for A, that would be your dad.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You can leave B blank, but C would be, well, you can do B and C if you wanted to because you are listed as the beneficiary if something was to happen to your mom. So you're both the beneficiary and the next of kin.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Or if you wanted to do like if it was like you and your, your, oh you said it was your wife, I'm thinking sister, you could put one or the other, but um you're you're good for both.
[CUSTOMER][POSITIVE] OK, that works.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, well, I will get this filled out and get it notarized, and I will, uh, let me see if we have instructions on how to get it to you is there.
[AGENT][NEUTRAL] Yes, so the, on that first page there, um, with the instructions, you'll see at the bottom the mailing address or the fax number.
[CUSTOMER][NEUTRAL] And aura, I don't say aura.
[CUSTOMER][POSITIVE] Oh, I see it at the very, very bottom of the form. OK, perfect.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] That's perfect. OK, uh, all right, that's all I need. I'll get this filled out and I'll get it in the mail.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] All right, thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.