AccountId: 011433970860
ContactId: b4d72c3b-aaef-44f4-b3f0-5d89f71483e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 946400 ms
Total Talk Time (AGENT): 283031 ms
Total Talk Time (CUSTOMER): 250298 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/b4d72c3b-aaef-44f4-b3f0-5d89f71483e3_20250530T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I am uh trying to check on a claim that I had uh submitted the information for I think back in possibly January or February.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, [PII], and do you have the policy number?
[CUSTOMER][NEUTRAL] Um, hold on, let me see if it's in this information here.
[CUSTOMER][NEUTRAL] I was looking for it.
[CUSTOMER][POSITIVE] I do like it.
[CUSTOMER][NEUTRAL] It's American, I thought I still have the papers. I'll have to. Do I need that or can I give you her, uh.
[CUSTOMER][NEUTRAL] Coming up with all the other information from a different insurance company.
[AGENT][NEUTRAL] Do you have her social?
[CUSTOMER][NEUTRAL] Uh, I've got a birthday. Will that help?
[AGENT][NEUTRAL] Um, what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I've got the information. I just don't have it with me right now.
[AGENT][NEUTRAL] That's OK, give me just a moment and let me look for.
[CUSTOMER][NEGATIVE] I thought I had it in this folder here but it's not in this folder.
[AGENT][NEUTRAL] Was it [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can go find her social security number if I well wait hold on, I may have it. I'm sorry. I apologize because it may be on their certificate here.
[CUSTOMER][NEUTRAL] Yeah, I don't find the certificate.
[AGENT][NEUTRAL] What's the first name?
[CUSTOMER][NEUTRAL] OK, here is her social security number and I apologize.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] And what is the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get you to verify her date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I don't have that date of birth for her.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] No, [PII] in. I was trying to get 90 you know where I was trying to subtract there and get my head 34.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] And do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Uh, there were several, the date of service would have been [PII] and [PII], and then, yeah, November 2 [PII] was when she broke her hip. [PII] is when she had cardiac, went into cardiac arrest.
[CUSTOMER][NEUTRAL] And uh the [PII] was with one hospital. [PII] was at another hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had, I have submitted all the paperwork for that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it was uh uh [PII], correct?
[CUSTOMER][NEUTRAL] Cause I had
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It looks like they lumped them together. Um, you turned in a death certificate as well?
[CUSTOMER][NEUTRAL] Uh, yes, I'm pretty sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do want to um.
[CUSTOMER][NEUTRAL] I submitted every
[AGENT][NEUTRAL] You, OK.
[AGENT][POSITIVE] I just wanna say I'm, I'm incredibly sorry for your loss. Um, our records.
[AGENT][NEUTRAL] Did not include a named beneficiary for this policy, uh, therefore, the proceeds became payable to the estate.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] You can submit testamentary papers or a letter of administration for uh for Reva for her estate along with the names, addresses, phone numbers and date of birth and the relationship.
[CUSTOMER][NEUTRAL] Uh of what? A letter of what?
[AGENT][NEUTRAL] It's a letter of um administration or a letter of testamentary.
[CUSTOMER][NEUTRAL] Can you spell that last wordcumentary? Is that what you're saying?
[AGENT][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Testament
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Uh, OK. [PII].
[CUSTOMER][NEUTRAL] [PII] as in
[CUSTOMER][NEUTRAL] OK, just, if you don't mind spell it again for me. I'm just trying to sound it out and spell it and it's not anything near.
[AGENT][NEUTRAL] OK, so basically what it is is it's a document that grants an executor legal authority.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] I guess
[AGENT][NEUTRAL] So it's basically a letter saying um that someone was named the executor.
[CUSTOMER][NEUTRAL] Where can I get, where can I get this?
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Does it have to come from a lawyer?
[AGENT][NEUTRAL] Um, typically it does come from, uh, some type of court case, um, or you can do a letter of administration. Let me see how you would do that.
[CUSTOMER][NEUTRAL] Because we're not going through probate. This does not have to go through probate.
[CUSTOMER][NEUTRAL] And this is the reason I have not submitted anything because we're not going through probate.
[AGENT][NEUTRAL] And she didn't name anyone as the executor of her will, or she didn't have a will, she didn't have um.
[AGENT][NEUTRAL] An executor named for her?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, that's me, but she didn't have it named. Do you know what I'm saying?
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And I mean, I'm her daughter. I'm the informant on the death certificate and it states t[PII] I'm an informant on the death certificate and I'm, I'm her daughter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see something just.
[CUSTOMER][POSITIVE] And I'm sure I sent it it well.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I did not submit this until after, you know, I found this after she had passed, or I would have submitted this before.
[AGENT][NEUTRAL] Um, because it looks like we need some because she didn't have um a beneficiary for this policy. It looks like we will need something showing that you were the executor or it needs to be uh basically a court appointed letter or a legal document showing um the names, addresses, phone numbers, date of birth, and relationship of all of her next of kin. Um, give me just a moment.
[AGENT][POSITIVE] If you would like, let me see if I can do something just real quick to help out.
[AGENT][POSITIVE] Give me just a moment. Let's see if we can make this a little bit easier.
[CUSTOMER][NEUTRAL] OK, because we're not going to for unless we have to, you know.
[AGENT][NEUTRAL] Well, you shouldn't have to go through court necessarily. You could just need it may just need a lawyer's um.
[AGENT][NEUTRAL] Signature, but give me just a moment.
[AGENT][NEUTRAL] Give me just a moment, let me see if I can make this a little bit easier.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I do have a letter that we can send um it looks like it did get sent to [PII]'s address on file.
[AGENT][NEUTRAL] Uh, that we should be able to.
[CUSTOMER][NEUTRAL] And I may not have realized what it was.
[AGENT][NEUTRAL] OK, OK, if you want um I can send it again.
[CUSTOMER][NEUTRAL] Can, OK, if you send it again because I got, I probably received it and I got it mixed up that it was something else.
[AGENT][NEUTRAL] Sure, it'll say explanation of benefits.
[AGENT][NEUTRAL] And how would you like us to send, did you want us to send it through?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let me see something real quick.
[CUSTOMER][NEUTRAL] Well, do you have a.
[AGENT][NEUTRAL] OK, let me, um,
[AGENT][NEUTRAL] Let me see, um, I
[CUSTOMER][NEUTRAL] Yeah, I have here.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] I have the uh bills of where everything that I sent to you all right here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me go ahead and send you.
[AGENT][NEUTRAL] To our claims department since this was in regards to a claim and they might be able to help you out on how to get that letter or what all you're needing and then if we still need to we can send out that explanation of benefits with um everything that I just mentioned that you'll need.
[CUSTOMER][NEUTRAL] OK, but you all can send me something, correct?
[AGENT][NEUTRAL] Uh, it looks like we did send something to [PII]'s address.
[CUSTOMER][NEUTRAL] Well, can you resend that to her address? If you can resend that to her address, I will be watching for it.
[CUSTOMER][NEUTRAL] Because all her mail comes to me.
[AGENT][NEUTRAL] OK. Um, let me go ahead and get that sent out. I'll put in a request in to get that sent through the mail. Um, I would expect it sometime next week. Is that all right?
[CUSTOMER][POSITIVE] Yes, I will be looking out for it.
[AGENT][NEUTRAL] OK. Um, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, and then I will get that back in as soon as I receive that I will take care of it, OK?
[AGENT][NEUTRAL] OK, and it does have our um mailing address on it as well, so that should be helpful um to know where to send it.
[CUSTOMER][POSITIVE] OK, that will be great.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thank you, thank you for all your.
[AGENT][NEUTRAL] I will get that, I will get that letter sent out to you.
[CUSTOMER][POSITIVE] OK, thank you very much hon.
[AGENT][POSITIVE] All right, thank you so much for calling APL. I'm truly sorry for your loss.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, bye.
[CUSTOMER][NEUTRAL] Bye.