AccountId: 011433970860
ContactId: a9dbaf23-98d7-441c-9e29-b48c920a6f36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 630979 ms
Total Talk Time (AGENT): 191963 ms
Total Talk Time (CUSTOMER): 255840 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/a9dbaf23-98d7-441c-9e29-b48c920a6f36_20250113T14:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm Mrs. [PII] from [PII]. My husband just passed away the [PII], and I got a letter in the mail for loss of claim, life claim form. What is that for?
[AGENT][NEUTRAL] The loss of claim.
[CUSTOMER][NEUTRAL] Loss of life claim on.
[AGENT][NEUTRAL] Oh, OK. Yeah.
[CUSTOMER][NEUTRAL] I thought the funeral home took care of all this stuff.
[AGENT][NEUTRAL] I can check and see what we have received and why we're asking for that. Miss [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy BL 191417.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, Miss.
[AGENT][NEUTRAL] Do you see or do you have another policy number? That one didn't pull anything up.
[CUSTOMER][NEUTRAL] Well I don't know where the policy is. I put it up when the funeral home gave it back to me, and I don't know. I just got the card off of it is all I got laying here.
[AGENT][NEUTRAL] Mhm OK and you said the first two letters was B as in ball, L as in Larry?
[CUSTOMER][NEUTRAL] BL 191417
[CUSTOMER][NEUTRAL] Group number effective date was [PII]. Klan was burial.
[AGENT][NEUTRAL] You said Plan West Maryhill?
[CUSTOMER][NEUTRAL] Ma'am,
[AGENT][NEUTRAL] You said the plan name was [PII]?
[CUSTOMER][NEUTRAL] Nothing about [PII].
[CUSTOMER][NEUTRAL] It was a burial.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Are you.
[CUSTOMER][NEUTRAL] It was a $10,000 policy.
[AGENT][NEUTRAL] Bear with me. I'm trying to locate the policy.
[AGENT][NEUTRAL] And what is our um the first name for Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, may I have the address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me have the spelling of the last name to make sure I'm spelling it correctly.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] May I have the spelling of the last name to make sure I'm spelling it correctly?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. I found it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Let me get the customer service department on the line for, um, and see why they send in that letter for you, OK? Um, bear with me just a minute. Mhm. Go ahead.
[CUSTOMER][NEUTRAL] Well, I, I
[CUSTOMER][NEUTRAL] They are, they told me last week to bring the funeral home wanted another copy of his death certificate. Well, I took that, that makes two certificates now that they've requested. And now on this piece of paper, they want another copy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm. OK. Um, let me check and see um because based on the notes here on the account, it's just saying that um that the policy was terminated on [PII], which is when um he passed. Uh-huh.
[CUSTOMER][NEGATIVE] Yes, ma'am. That's the day he died.
[AGENT][NEUTRAL] Correct. Yes, and then from there I don't see any other notes indicating, so let me just check with customer service and see if they have the copy of the death certificate or why they sent in that form, OK? One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good, thank you, thank you. Um, I have a, a spouse on the line that hasn't passed and um she said that she just received a letter for a loss of life form.
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] And um she's calling about that, about that later. Excuse me. Oh my goodness. And um
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] She said that uh she's dealing with the funeral home and the funeral home should have sent us a copy of the death certificate, um, which I don't know if we have received it or not, but um she's just calling about um the letter she received.
[CUSTOMER][NEUTRAL] OK. OK. Got you.
[AGENT][NEUTRAL] Because she thought that it was supposed to be all handled by the home.
[CUSTOMER][POSITIVE] OK, OK, I got you.
[AGENT][NEUTRAL] OK, so let me give you the policy number. It's 150132.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, [PII].
[AGENT][NEUTRAL] Yes, and I got Miss [PII] on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I verify the, um, I verify the address and uh let me see what else. I got her callback number, which is [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready. You're ready.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][POSITIVE] I am ready, yes, yes, thank you.
[AGENT][POSITIVE] OK. You're welcome. Here she comes. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] OK. You too.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. I got Miss [PII], she's Miss [PII], thank you for holding. I got Miss [PII] on the line. She's in the customer service department. She's gonna assist you from here.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] All right, whatever.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]
[CUSTOMER][NEUTRAL] Yes. Hi, this is [PII]. Um, I'm just, um, [PII] was just telling me that the funeral home. Can you speak a little louder please? Oh, yes ma'am, I'm sorry. um, now [PII] was just telling me that the funeral home is going to send us a death certificate.
[CUSTOMER][NEUTRAL] Well they sent one I sent it the first part of the week. I went out there and took them another copy of it.
[CUSTOMER][NEUTRAL] OK, yes ma'am. I'm just looking to see if we received that yet.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] I'm checking to see if we have received it yet.
[CUSTOMER][NEUTRAL] I don't know why you haven't.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And also, did you receive the letter from us?
[CUSTOMER][NEGATIVE] Yes ma'am, it's a loss of life claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I don't understand why I got I they sent me this.
[CUSTOMER][NEUTRAL] OK. It looks like we
[CUSTOMER][NEUTRAL] I'm just checking to be sure it looks like maybe we've already received that.
[CUSTOMER][NEGATIVE] You should have the funeral home filled out all the papers and supposed to send them in.
[CUSTOMER][NEUTRAL] OK. I do see that. Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, and you may have gotten that, you know, in the meantime with us not knowing, so, but we do have that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm looking for the death certificate.
[CUSTOMER][NEUTRAL] To see if we have it, yes.
[CUSTOMER][NEUTRAL] Because I do see those forms did come from the funeral home.
[CUSTOMER][NEUTRAL] They exposed to them that come from the funeral home and you should get back in touch with her. I sent, uh, I sent her out that, well, I took it out there Monday or Tuesday. I don't remember which day I took it out there. And she said that she had to send it back in, another one.
[CUSTOMER][NEUTRAL] I don't know why y'all have to have so many death certificates.
[CUSTOMER][NEUTRAL] Well I don't see that we have received it yet from them.
[CUSTOMER][NEUTRAL] Um, and you said the first part of the week?
[CUSTOMER][NEUTRAL] It was Monday or Tuesday. I'm not sure of the date. I've had so much going on, so I don't remember.
[CUSTOMER][NEUTRAL] OK. Yes