AccountId: 011433970860
ContactId: b8392fcb-4e9d-40e1-9ff6-74c141a8ad06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425040 ms
Total Talk Time (AGENT): 314762 ms
Total Talk Time (CUSTOMER): 71329 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/b8392fcb-4e9d-40e1-9ff6-74c141a8ad06_20250207T21:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] This is [PII]. I think you just called me.
[AGENT][NEUTRAL] Yes, sir. Thank you for calling me back. Mr. [PII], can you verify if your father was [PII]?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Can you tell me what his wife's name was?
[CUSTOMER][NEUTRAL] [PII] made made name necklace.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Now, is your mailing, what's your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have sent several letters out to you since May of last year asking you the information about, you know, is this your next of, you know, next of kin, and I sent a claim form for you to complete and send him a copy of the death certificate or the obituary showing that, well, we know he's not, he no longer living.
[AGENT][NEUTRAL] You don't need the death certificate because we paid the first claim that we had when your mother was living. We paid her that benefit, but we found another policy that he also had with our company. But since we paid that first policy, we found out that your mother died after that in [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, so now she's no longer living. We're looking for the next of kin to pay the benefit out. So what I need from you is to send you that life claim form, let you complete it, and once you complete it and get it notarized, you can send it back to our office and I can see, can we get the benefit paid out on this policy to you.
[CUSTOMER][NEUTRAL] Well, the, uh, death happened so long ago. I shredded all the death certificates. I had like 100 of them.
[AGENT][NEUTRAL] Oh no, I don't need the, I don't need the death certificate. We already got his death certificate when we paid his first claim to his wife, so I don't need nothing but that claim form filled out by you and get it notarized, and I can get you that claim form, I can email it to you, or I can put it in the mail to you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] How much is the uh policy for?
[AGENT][NEUTRAL] Uh, the benefit amount is $3,6448 as of today, but there's no guarantee the payment on the phone until we get the information so we can pay out this benefit to the next of kin.
[CUSTOMER][NEUTRAL] I, um.
[CUSTOMER][NEUTRAL] Yeah, I didn't have the death certificate. I didn't sort of. I didn't, I didn't have.
[AGENT][NEUTRAL] We don't, we don't, we don't need the death certificate. All I need to do is to send you that life claim form, let you complete it and get it signed and notarized. That's all I need from you. We got his death certificate.
[CUSTOMER][NEUTRAL] OK, you wanna email it to me, uh.
[AGENT][NEUTRAL] Yes, sir. Hold on, let me, uh, get you, get up my email and put new. OK, give me your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII] What come after [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII], [PII] 3 and then [PII] because somebody already had that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, [PII]. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now, let me read it back to you. [PII], correct?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me put in a law policy claim form for [PII]. I mean, no, let me see what his name is. I don't, I've been working on so many today, yeah, [PII].
[AGENT][NEUTRAL] [PII] I put his policy number on here 00130115. Now you can't email it back to me. It has to be mailed the entire office or faxing once you get the claim form. So let me get the next of uh deaf client form and I'm gonna put thanks.
[AGENT][NEUTRAL] And you should be getting it in a few minutes and the instructions on there now, I can tell you, we don't need the death certificate. We don't need nothing but you to fill out that one claim form with your name and information on it and
[AGENT][NEUTRAL] Get it signed and notarized and send it back to our office. That's all we need.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's like a
[AGENT][POSITIVE] All right, so you should be getting it, and when you get it, you can get it.
[CUSTOMER][POSITIVE] Yeah, I, I, I've got it right here.
[AGENT][NEUTRAL] OK, yeah, you can print it out and.
[CUSTOMER][NEUTRAL] I was try I was trying to see if there was anything that.
[CUSTOMER][NEUTRAL] I would need
[AGENT][NEUTRAL] OK. OK, you can look, you can look at it with me while you're on the phone. I can, you know, tell you, uh, let me see, let me bring up the form so I can tell you what page to fill out. All you got to fill out. OK. Because you know it has the instruction on it too. So on that page where it says loss of life claim form at the top, just put your father name, his date of birth, his social if you know what, if you don't know it, that's fine cause we got it on the death certificate.
[AGENT][NEUTRAL] And then section B about uh uh climate and slash beneficiary. You can put your first name, your last name, your date of birth, your information on there. Down at the bottom you check the original policy has been lost because we know you don't, you didn't even know nothing about this policy and then just get it signed and dated and you have to.
[AGENT][NEUTRAL] Senate, you know, you have to get it done in front of a noted Republican, so you will have to go get it notarized. And once you do that, you just send it back to our office. Our address is down at the bottom of that instruction claim form. You see our address down there and our fax number.
[AGENT][NEUTRAL] You can fax it or office and make sure you put his policy number on there, that policy number I got on the email.
[AGENT][NEUTRAL] That's all you have to do is make sure that's on there, which is 0013. Go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see what I can do.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK then I'll make sure I put in a note that I spoke with you and hopefully get that information in a little bit. All right, if you have any questions, you got my number, you can always call me back, OK?
[CUSTOMER][POSITIVE] OK appreciate it thanks.
[AGENT][POSITIVE] You're welcome. Bye-bye.