AccountId: 011433970860
ContactId: a0f679d7-37c0-4968-80ac-c3699ed0cbe3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 511700 ms
Total Talk Time (AGENT): 208611 ms
Total Talk Time (CUSTOMER): 146551 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/a0f679d7-37c0-4968-80ac-c3699ed0cbe3_20250106T22:19_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 Miss [PII], how you doing?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm OK. Yes ma'am, this is [PII]. I'm [PII]'s daughter. She passed away on the field, and I'm just calling about, uh, they were saying I need a form filled out to say that I am her heir.
[CUSTOMER][NEUTRAL] Uh, and I'm just trying to see, um, what that would entail, can you, can you just email me the form?
[AGENT][NEUTRAL] Sure, let me take a look at the, let me take a look at the policy and see what form they were referencing, um, but I can definitely help you. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Or her social?
[CUSTOMER][NEUTRAL] I can give you her sauce.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, it's 427.
[CUSTOMER][NEUTRAL] 04
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][POSITIVE] Mhm, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And I've been, I'm gonna tell you who I was talking to, Mr. [PII]. She said she's a rep, a claims rep.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] I sent all the information to her email.
[CUSTOMER][NEUTRAL] And I just called in a few seconds ago and they said she needed that, but I had to call the beeping.
[CUSTOMER][NEUTRAL] And um, like I said.
[AGENT][NEUTRAL] Um, which policy is it? Well, are you filing under a part a particular policy or I just, I can just pull in any of these?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] Yeah, I'm doing the cancer and both of all of them, the intensive care and the cancer.
[AGENT][NEUTRAL] OK, hold on, let me.
[CUSTOMER][NEUTRAL] I saw her all of this stuff.
[AGENT][NEUTRAL] OK. So I'm pulling up the policies now.
[CUSTOMER][NEUTRAL] Cause what I was telling her, I'm the only child that my mom had.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so that's why I was saying I had wrote my name and address cause she told me just to do that.
[CUSTOMER][NEUTRAL] And then I had um send her all the information.
[AGENT][NEUTRAL] OK, hold on one second. OK, [PII], email hospital bill. Hold on one moment.
[CUSTOMER][POSITIVE] Mhm. All right, thank you.
[AGENT][NEUTRAL] You're very welcome. [PII].
[AGENT][NEUTRAL] OK it's nothing on here.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] OK, let me read these notes. Do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] She wanted to know how she could submit the claim to gave our mailing address and also advised to send a copy of the death certificate to cancel the policy she was transferred or verified prior to transfer.
[AGENT][NEUTRAL] Also informed her how a schedule show on [PII]. I think she's out there not sure the policies.
[AGENT][NEUTRAL] Next of kin info, what is that?
[AGENT][NEUTRAL] What does she mean, next of kin info?
[AGENT][NEUTRAL] I don't know about that.
[AGENT][NEUTRAL] Next of kin along that along with next of kin.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So she's just saying that the claim forms are online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So it looks like the form sheet, so it's two things. So when you have you emailed the death certificate already?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And on there you put like your like your name and everything, your information.
[AGENT][NEUTRAL] Or was it just the
[CUSTOMER][NEUTRAL] Um, no, but I think it it.
[CUSTOMER][NEUTRAL] I did that when we spoke last, um.
[CUSTOMER][NEUTRAL] When me and her spoke, I had put all that down, but she talked to, um, I don't know who talked to the other representative.
[CUSTOMER][NEUTRAL] But she told me that's how she needed was my name and address and
[CUSTOMER][NEUTRAL] I have sent the certificate and she said she filed a certificate.
[AGENT][NEUTRAL] Yes, so the only other forms that they're mentioning is like the actual claim forms that's on our website, but there's like, there's nothing else like specific to you that you would have to submit. Um, we just ask for like the death certificate and then whoever the the point of contact would be, which would be you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But other than that, to submit the claims, you just need the claim forms. Um, I can email them to you. Oh, you have it?
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] Yeah, I did like it.
[CUSTOMER][NEUTRAL] Mhm. I sent them to her, the shasha.
[AGENT][NEUTRAL] Well, let me see if I, if she.
[CUSTOMER][NEUTRAL] And she said she
[AGENT][NEUTRAL] I'm gonna see if she's available. Maybe there's more than what's in the notes because that's the only thing I see, but I can definitely try to reach her. Hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I see 8 minutes ago. OK, so she may be on her b[PII], she's away.
[AGENT][NEUTRAL] But um she was here 8 minutes ago, so she might be on her 15-minute break. Um, either I can send her a message and have her give you a call back or if you wanted to give us a call back, whatever, whatever you like to do.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, will you send her a message, please?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um, 3 policies.
[AGENT][NEUTRAL] Alright, so I just sent her a message, so once she returns, she'll see it and then she'll give you a call back. Um, I'll say end of business day, but really just give it 24 hours just to be on the safe side because I'm not sure what time she leaves.
[CUSTOMER][POSITIVE] OK baby thank you so much and you have a very good [PII].
[AGENT][NEUTRAL] Thank you and you also, and just before we go I just want to make sure the phone number is [PII], that's the best contact for you?
[CUSTOMER][NEUTRAL] It is, yes, ma'am.
[AGENT][POSITIVE] Alrighty, well, that's the number I gave, so she'll be giving you a call um to help you further, OK?
[CUSTOMER][POSITIVE] OK baby thank you bye bye.
[AGENT][POSITIVE] You're very welcome.