AccountId: 011433970860
ContactId: b617730b-a032-4e4b-bb91-2620dfdcd588
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264839 ms
Total Talk Time (AGENT): 160885 ms
Total Talk Time (CUSTOMER): 113007 ms
Interruptions: 7
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/b617730b-a032-4e4b-bb91-2620dfdcd588_20250421T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII] [PII], how you doing?
[AGENT][POSITIVE] Hey [PII], I'm good. How are you today?
[CUSTOMER][POSITIVE] I'm doing great, doing great. I just had a real quick question for you, a real quick question for you. I had somebody email me, um.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] It it's a group that had somebody pass away and they have all the claim form and the certified death certificate together, but they're trying to ask what is the address for life claims that they're mailing the, the paper.
[CUSTOMER][NEUTRAL] Life claim form.
[AGENT][NEUTRAL] OK, [PII]. So they're wanting to find out where to mail that to?
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Correct, did they have all our stuff ready for a death claim.
[AGENT][NEUTRAL] Like a regular mail, not email?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Right, yes, I can help you, but I'll need to.
[CUSTOMER][NEUTRAL] Cause don't y'all need the
[AGENT][NEUTRAL] Oh, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Uh, don't y'all need like original certified death certificates or y'all let people just upload them?
[AGENT][NEUTRAL] No, we don't have to have a copy of that, but if they're submitting a life claim, then yes, they'll either have to upload it or fax it or mail it because we can't accept claims via email.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Go ahead, [PII]. Give me your, your callback number.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you and do you have the policy number for the member?
[CUSTOMER][NEUTRAL] To be honest, I don't have anything. She just called and said, hey, listen, I got a guy with a deco. Where do I send it? And I said, let me just double check, um, but, but you're saying it's OK to upload it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so let me um.
[AGENT][NEUTRAL] Well, it could be uploaded into the OSC. It cannot be emailed if it's, what, since it's gonna have the claim form because we can't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So basically we just log in under our profile and upload it.
[AGENT][NEUTRAL] Uh-huh. Yeah, you could do that. Mhm. Or it can be faxed or mailed, but
[CUSTOMER][POSITIVE] OK, yep, that's perfect that's much easier.
[AGENT][NEUTRAL] Um, yeah, just any type of, let me, let me double check one thing for you though, [PII], um, on this, on a death claim. And your and your for certain it's a life policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Apologize. I'm inside of a store that has a loud music, of course, as soon as I walk in here, uh, when I, when I get through, you know.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, of course.
[AGENT][NEUTRAL] OK. So, yeah, um, if, but you don't have any information for me to pull up and try to verify this is just real general basic information you're needing, right?
[CUSTOMER][NEUTRAL] Right, right, just, yeah, if anybody needs to send in a claim for life, you know, what's the best route, but you're saying we don't have to mail it, it's gonna be something that we could just upload on our OSC.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Correct, correct. But they're on the loss of life claim form, which is the claim form that would need to be completed. Page one gives you all of the information.
[AGENT][NEUTRAL] It just can't be emailed. If they were emailing the death certificate, it just has to be a certified copy. They could do that. But if it's an actual claim that's gonna be included, then no, it cannot be.
[CUSTOMER][NEUTRAL] Right, OK, so, so they gotta make sure they downloaded the loss of life claim form because she said the form she downloaded online only has.
[AGENT][NEUTRAL] Emailed. It would have to be uploaded, faxed or mailed, yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Lots of lots.
[CUSTOMER][NEGATIVE] was only like one page.
[AGENT][NEGATIVE] Oh no, this, the loss of life claim form is too well, I don't know, she may be counting just the, the, it is 2 pages and page 1 is all the instructions for what's needed, how to complete it, all of that. It has to be notarized, the claim form, and then there's the claim form itself, the statement of the claimant is actually just one page, so.
[CUSTOMER][NEUTRAL] Do you want to download the wrong one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] You know, I don't know if maybe that's what she's referring to, but it says page 2 of 2 on that page.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it. I will, I'm gonna reach out to them now. I appreciate your time.
[AGENT][NEUTRAL] OK. Well, you're welcome, [PII]. Anything else I can help you with at the moment?
[CUSTOMER][POSITIVE] That's it. Have a great day.
[AGENT][POSITIVE] All right, you too, [PII]. Thank you for calling APL. It's always a pleasure speaking with you.
[CUSTOMER][POSITIVE] You too thank you ma'am.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Take care bye bye.
[AGENT][NEUTRAL] You too. Bye-bye.