AccountId: 011433970860
ContactId: b53e22df-c119-4f2e-b8a4-0b9881a8cd34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 721479 ms
Total Talk Time (AGENT): 344025 ms
Total Talk Time (CUSTOMER): 268437 ms
Interruptions: 8
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/b53e22df-c119-4f2e-b8a4-0b9881a8cd34_20250205T17:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, [PII], my name is [PII].
[CUSTOMER][NEUTRAL] And I was calling. I spoke with someone last week.
[CUSTOMER][NEUTRAL] And I'm not really sure what I'm supposed to do I'm.
[CUSTOMER][NEGATIVE] My husband has passed away and we had a life insurance policy on him.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So, uh, what, what am I supposed to do?
[AGENT][NEUTRAL] OK, Miss [PII]. So first off, you said that your husband has passed away. Is that correct?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Did you say that your husband passed away?
[CUSTOMER][NEUTRAL] Yes, that's what I said.
[AGENT][POSITIVE] Yes, ma'am. Well, OK, I'm very sorry for your loss, first off. So you're wanting to find out what you need to do, is that correct?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEGATIVE] Well, um, do I, am I supposed to fill out a form to inform y'all or are you supposed to be sending me something?
[CUSTOMER][NEUTRAL] I know I spoke with someone and they, the only thing I wrote down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was that you need a death certificate. Now I have the policy number. Do you need that?
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] So first off, yes, ma'am, I will need that, but what is your callback number, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then now, what is the policy number, please?
[CUSTOMER][NEUTRAL] 153004.
[CUSTOMER][NEUTRAL] Battle with
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get your policy information pulled up, please. Once I do, I will have to verify several things with you, um, Miss [PII], first for security.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So first off, if you could please verify Mr. [PII]'s name and date of birth.
[CUSTOMER][NEUTRAL] Well, his name was.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And date of birth was [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Your home mailing address, please?
[CUSTOMER][NEUTRAL] Mailing address?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] OK, thank you. And then if you could verify, now the phone number that you gave me, Miss [PII], is that your home number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And the last thing to verify is the last 4 of Mr. [PII]'s social, the last 4 numbers.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is his social?
[CUSTOMER][NEUTRAL] What is that?
[AGENT][NEUTRAL] Mr. [PII]'s social security number, the last 4 numbers?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, so one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so there is.
[AGENT][NEUTRAL] There will be in addition to the claim form, Miss. [PII] that will need to be, I'm sorry, the death certificate which I can see that you did speak to someone and they explained that.
[AGENT][NEUTRAL] Then yes, and there is what's called a loss of life claim form.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's called what?
[AGENT][NEUTRAL] Loss of life claim form.
[CUSTOMER][NEGATIVE] Lost, uh, I'm writing this down.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, um, what I can
[AGENT][NEUTRAL] We can mail you this form if you need that mailed to you.
[AGENT][NEUTRAL] And then I can transfer you over to one of our other departments, Ms. [PII], if you have some additional questions on this type of claim.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Well, how else would I get this form if you don't mail it to me?
[AGENT][NEUTRAL] You can print it from the internet.
[CUSTOMER][NEGATIVE] Oh no, no, no, don't, I, I can't do that.
[AGENT][NEUTRAL] Right. Yes, ma'am. So that's why I said we would mail it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we will mail it to that address that you verified with me, but I can connect you again.
[AGENT][NEUTRAL] To the um division that works with our life claims.
[AGENT][POSITIVE] And they can provide you any additional information that you will need for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well that is that the only form I'll have to fill out?
[CUSTOMER][NEGATIVE] Loss of life.
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] Yes ma'am, now again when I transfer you, they will explain any additional.
[AGENT][NEUTRAL] Information that we will need.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In addition to those two documents that you already, you know, are aware of, this claim form, the loss of life claim form, and a copy of his death certificate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and when I transfer you, Miss. [PII], I will let them know that I've already verified the information and give them the policy number so you will not have to do that again.
[CUSTOMER][POSITIVE] OK, great, thank you.
[AGENT][POSITIVE] OK. You're welcome. So is there anything else that I can help you with first?
[CUSTOMER][NEUTRAL] Not right now.
[AGENT][NEUTRAL] OK. And again, um, my deepest condolences. When did Mr. [PII] pass away?
[CUSTOMER][NEUTRAL] Was on the [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] In January, yeah.
[AGENT][NEUTRAL] January, OK.
[AGENT][NEUTRAL] All right. Well, again, um thank you for calling APL.
[AGENT][POSITIVE] Ms. [PII], and I hope that you have a nice afternoon and if you will give me one moment, I can get you connected, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[CUSTOMER][NEUTRAL] Fine. How are you?
[AGENT][NEUTRAL] I'm OK. So, I have the insured, I have a spouse of an insured on the line, and the insured has passed away and this is on a life policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she knows that she's gonna need to complete the loss of life claim form as well as send in the death certificate, but then she has some additional questions on that, on any other forms that she may have to provide for it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It is going to be 153004.
[AGENT][NEUTRAL] That is for [PII], and this is Miss [PII] on the line.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Mhm. And I have a question, [PII], on the loss of life claim forms, obviously, she doesn't use the internet at all.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] How do we go about requesting one of those be mailed to her?
[CUSTOMER][NEUTRAL] To send the form to her?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We can email it to her.
[AGENT][NEUTRAL] She doesn't use the internet. Mhm.
[CUSTOMER][NEUTRAL] The claim form. Oh, you did just say that. Mail it is the only other option then, or fax it.
[AGENT][NEUTRAL] And how do y'all, yeah, and she doesn't, yeah, she, so it's gonna have to be mailed.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] By mail.
[AGENT][NEGATIVE] Yeah, and our good word card doesn't tell us how to request it to be mailed.
[CUSTOMER][NEUTRAL] To request for the claim for to be emailed.
[AGENT][NEGATIVE] For a loss of life. Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We can, I can have [PII] because she does the life policies and I'm gonna have to check with her on this one as well cause as much as I know about the life, um, cause I'm not familiar with them really. I just know that form needs to be completed. We always need the, the death certificate.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then any bene beneficiary information if that's if we don't have that already but let me take a look. I don't even see the policy certificate out here, so hopefully she's not about to ask me nothing pertaining to that.
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] I know, girl, I feel, I feel that pain. Trust me, I feel all of that. Yeah, there's nothing under this policy number.
[CUSTOMER][NEUTRAL] because, uh.
[CUSTOMER][NEUTRAL] I don't even know what amount she has. I, I wouldn't even know. Let me see. I wonder if [PII] here.
[AGENT][NEUTRAL] There's
[CUSTOMER][NEUTRAL] Cause she would be the guru on the life stuff. Let me see. I don't know if she might.
[AGENT][NEUTRAL] Mhm, I know, but we have to, you know, transfer to the queue, you know, and so.
[CUSTOMER][NEUTRAL] Yeah, right. I'm gonna see if she's here because I'm gonna have to probably get with her and see.
[CUSTOMER][NEUTRAL] Um, but,
[AGENT][NEUTRAL] I mean, there's not a bad father.
[CUSTOMER][NEUTRAL] Let me see, she.
[CUSTOMER][NEUTRAL] Is she here? Oh yeah, she's here. OK, so you can send her to me and I'll try my try. I can just to the best of my ability, and you said that that girl on the phone and it's his wife on the phone, [PII]'s wife.
[AGENT][NEUTRAL] There's nothing in there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I unders understand. Look, that's all we can do.
[AGENT][NEUTRAL] Yes, she said. Her name is [PII]
[CUSTOMER][NEUTRAL] OK, yeah, it's just he has individual coverage then.
[AGENT][NEUTRAL] And her, her phone number she gave me because there's no phone number in the system and we can't have that. And uh, but it will be in my note, [PII], in a minute, but it's [PII] and she said that he passed away on [PII] and I will put that in my note as well.
[CUSTOMER][NEUTRAL] OK, and what's her name because I still show as individual cover, so I wouldn't be able to give her benefit amounts anyway. What's.
[AGENT][NEUTRAL] No, I don't think she wants the benefit amounts. It was more about just making sure of what all forms she's gonna need to send in besides those two documents that we've already told her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK, I can help her with that.
[AGENT][NEUTRAL] Oh, that's all she indicated to me.
[CUSTOMER][NEUTRAL] OK. And what's her first name? Or did you just know she's Miss [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], [PII]. Mhm. OK.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][POSITIVE] All right, [PII]. Well, thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right. Bye-bye.