AccountId: 011433970860
ContactId: be1fd990-96e6-482a-8910-6275a12c9c8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348649 ms
Total Talk Time (AGENT): 116132 ms
Total Talk Time (CUSTOMER): 146538 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/be1fd990-96e6-482a-8910-6275a12c9c8f_20250124T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII]. I, uh, have a few questions on a claim.
[CUSTOMER][NEUTRAL] And um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, I had called and.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't know. I don't remember if I talked to you or someone else about this matter, but I, I was, I had a claim that that I was wanting to file.
[CUSTOMER][NEUTRAL] On, uh, and I have the.
[CUSTOMER][NEUTRAL] Policy number here.
[CUSTOMER][NEUTRAL] You need it.
[AGENT][NEUTRAL] Um, yes, please. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My name's [PII].
[CUSTOMER][NEUTRAL] And uh the person.
[CUSTOMER][NEUTRAL] That I was gonna file on is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh-huh, and he's now deceased.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me get your policy pulled up here and we'll take a look. Um, can I get a good callback number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And then I will go ahead and take that policy number, please.
[CUSTOMER][NEUTRAL] It is 857-07.
[AGENT][NEUTRAL] All right. [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and can I get uh your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, that is not the address.
[CUSTOMER][NEUTRAL] Uh, it's different it's question.
[CUSTOMER][NEUTRAL] The what? I'm sorry.
[AGENT][NEUTRAL] 00, OK, yes, OK, then I guess it's [PII]'s address.
[CUSTOMER][NEUTRAL] Uh, his address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. Are you able to verify the email address that we've got on file? It's a [PII] account.
[CUSTOMER][NEUTRAL] I don't know
[AGENT][NEUTRAL] OK, are you able to verify [PII]'s social security number?
[CUSTOMER][NEUTRAL] So I have it. I don't remember it off the top of my head. I have it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEGATIVE] The last person that I talked to, she didn't.
[CUSTOMER][NEUTRAL] Take me through the ringer like you are.
[AGENT][NEUTRAL] Uh sorry this is a standard typically supposed to be able to verify the email um I understand I don't, I'm not sure if it's yours or his it does start with a [PII]
[CUSTOMER][NEUTRAL] It's, it'll be his, mine's not [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And so you were just needing information on how to file a claim for [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's, well, not for him, he's succeed.
[AGENT][NEUTRAL] OK, so this was gonna be a claim for yourself.
[CUSTOMER][NEUTRAL] OK, can I file a claim on him?
[CUSTOMER][NEUTRAL] I mean I have been told that I can.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Of course, yeah, absolutely.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] The lady that I spoke with last week.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He had sent me
[CUSTOMER][NEUTRAL] Claims form on an email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But my, my question was, uh.
[CUSTOMER][NEUTRAL] OK, the
[CUSTOMER][NEUTRAL] The doctor's office printed him out a claims form whenever he was there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I use and my question is, can I use that claims form or do I have to print one out?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That the representative sent me fill it all out and send it in.
[CUSTOMER][POSITIVE] Because I have the I have the doctor's notes, I have the I I have everything I think that I need to send.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so yes we do need you to fill out that form, the claim form, uh that was sent to you from us um now depending on, do you have a uh.
[AGENT][NEUTRAL] Desktop or a laptop computer?
[CUSTOMER][NEUTRAL] I have a laptop.
[AGENT][NEUTRAL] OK, so excuse me, uh, depending on the browser that you're using, you could be able to open that file and fill it out through the computer that way and then you could just save it electronically, of course, and send it to us that way as well, um, and this are you planning on mailing the forms to us?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, in that case then yes it would have to be printed out.
[AGENT][NEUTRAL] And um have you already sent us the uh death certificate for [PII]?
[CUSTOMER][NEUTRAL] No, I have not. I was gonna send that all together as well.
[AGENT][POSITIVE] OK, OK, yeah, that'll work definitely.
[CUSTOMER][NEUTRAL] All right well that's all I need then for now.
[AGENT][NEUTRAL] OK, yeah, do you have any other questions for me?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah.