AccountId: 011433970860
ContactId: bf7c753e-0abd-4d5e-9dda-811661161458
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 751179 ms
Total Talk Time (AGENT): 366409 ms
Total Talk Time (CUSTOMER): 201707 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/bf7c753e-0abd-4d5e-9dda-811661161458_20250117T20:43_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEGATIVE] Uh, my husband, you know, has, uh, has carried this APL for years and years and years, and he just passed away.
[AGENT][POSITIVE] I'm so so sorry to hear that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] How can I help you today, my friend?
[CUSTOMER][NEUTRAL] Well, I'm, uh, wanting since, uh, since he died, I, I want the benefit, you know, the.
[AGENT][NEUTRAL] OK, yeah, do you happen to have his policy number handy and I can pull up that policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, it's 2002018.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and let me see.
[AGENT][NEUTRAL] 2002018
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Unfortunately, I don't have that policy listed. Um, do you mind if I search perhaps with his first and last name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] Did I get that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me try searching that way for you.
[AGENT][NEUTRAL] And what was your name today, ma'am?
[CUSTOMER][POSITIVE] It's funny that's
[CUSTOMER][NEUTRAL] I'm [PII], his, his wife.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] It's funny you can't find it on that policy number. I'm holding the last statement I just paid a.
[CUSTOMER][NEUTRAL] You know, a premium, uh, and that's, that's the number that's always been on his statements.
[AGENT][NEUTRAL] Oh, OK. Yes, um, when we switched systems, it, it assigned it a new policy number in the system, but I do see that one listed under the old policy number, but that's OK. I, I see that here, um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Would you be able to verify for me, please, your husband's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And if you could verify for me as well the mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] All right. I appreciate you going through that verification process with me. I'm just gonna be pulling up some information really quick.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. I appreciate your patience. Do you mind if I just put you, I'm just trying to pull up some documents, but do you mind if I just put you on a quick hold real fast?
[CUSTOMER][NEUTRAL] OK, yeah, that's fine.
[AGENT][NEUTRAL] Sorry, I'll, I'll be right back with you, Ms. [PII]. One second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, what type of policy is this?
[AGENT][NEUTRAL] Be I and let's see, the policy is 2150.
[AGENT][NEUTRAL] There's like no policy documents like uh.
[AGENT][NEUTRAL] Looking at
[AGENT][NEUTRAL] Why
[AGENT][NEUTRAL] Do you like
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, are you still there with me?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, perfect. Thank you so much. Um, so we have a claim form that would need to be filled out as uh for benefits, uh, for loss of life, and I do have like I can email you that claim form if that's something you would like, um, but it will just let you know everything that is.
[AGENT][NEUTRAL] Um, it kind of just gives you step by step instructions on what information it needs, um, such as like the copy of the death certificate, anything like that, and so you would submit that to us, um, via fax or mail once it's filled out along with any of the supporting documents, and I can get that um mailed out to you if you'd like, or I can email you that claim form if you'd like.
[CUSTOMER][NEUTRAL] OK, uh, we can try to just have you email it to me and then I would just print it off to mail it back in.
[AGENT][NEUTRAL] Mhm, yep.
[CUSTOMER][NEUTRAL] OK, and um well, let's try that. My daughter's here, she could probably help me do that and then uh uh will I need anything besides the death certificate?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so it just says the following documentation must accompany the completed statement, um, certified copy of death certificate, original policy if original policy cannot be located, complete section D on the on the statement. If the claim is found payable to be a minor certified copy of a court appointed guardianship, if the claim is found to be payable to the state or legal representative.
[AGENT][NEUTRAL] Um, a certified copy or court court appointment, um, as executor or administrator of the state, um, same thing if it's found to be payable to a corporation, um, and then if named beneficiary, please, uh, proceeded the insured certified copy of deceased beneficiary. So it doesn't seem like, honestly, it doesn't seem like all you need really is just the um certified copy of the death certificate and it looks like.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, the original policy and if you can't find that just completing section D which is.
[AGENT][NEUTRAL] Um, just checking a box saying that you don't have a copy of the original policy.
[CUSTOMER][NEUTRAL] I, yeah, I don't think I do. I, I'd have to look in the lockbox, but I think he got this back before, way before we've been married [PII] and seems to be he got that back when he was in the service or about that time, whic[PII] would have been, and we're talking in, you know, early [PII] possibly so he's had this as far I can tell for a long time. I am I listed as the beneficiary on there?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So it doesn't have it listed on my side um but one of our we have a department that does process the loss of life claims and they would be able to access that information um for you.
[CUSTOMER][NEUTRAL] Yeah I just was, I was wondering because you know at the time we wouldn't that he got this. I don't, you know, we weren't married uh and I don't know if that ever got added or not. So if I'm not listed, then, then what do we have to do?
[AGENT][NEUTRAL] OK, yeah, so that's a wonderful question that unfortunately I wouldn't, I don't know the answer to, um, but if you want, I can see if I can see if one of our agents that uh does the life insurance uh that like handles those claims is available, and they might be able to answer some of those questions for you.
[CUSTOMER][NEUTRAL] OK, uh, but they won't be able to tell if I'm listed as a beneficiary or not?
[AGENT][NEUTRAL] You know that's it I I'm so sorry because I've never actually like I don't process any claims, but they might be able to. I just don't wanna like tell you for sure they can and then I was wrong, um but they might have more information or access than I do um but if you don't mind, I can definitely put you on just a brief hold and you said your name was [PII], right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I [PII], I'm sorry. Ms. [PII], I can put you on just a quick hold again and I can reach out and see if I have one of those um representatives available.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][POSITIVE] OK, thank you. I'll wait.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Conferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hey, this is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm, I'm doing good.
[AGENT][NEUTRAL] Hey, so I have, um, oh, I'm glad you're doing good. I'm sorry. I don't know, I was thinking that was rude of me. Um, I have a wife of an insured on the line and she is calling to report loss of life and um, it's for a life insurance policy. Um.
[CUSTOMER][NEUTRAL] That's right, OK.
[CUSTOMER][POSITIVE] OK, you got the right person, OK.
[AGENT][NEUTRAL] Perfect, so I did tell her about the loss of life claim form and I offered to email that out to her, but she just has questions. I'm not sure how to answer. Um, she wants to know if she's the beneficiary on the account and I don't see a beneficiary listed. I'm looking at policy number 130245.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, probably got to go to the file and this is for Mr. Who?
[AGENT][NEUTRAL] Uh, Mr. [PII].
[CUSTOMER][NEUTRAL] OK, [PII], you go to the PINAM screen. You got to see file, so let me go over here and pull up the policy, but you can, what's her first name?
[AGENT][NEUTRAL] Her name is [PII] and it's his wife.
[CUSTOMER][NEUTRAL] OK, you can transfer it to me. I, I handle it from here.
[AGENT][POSITIVE] Perfect um and then I did verify as much I mean she was able to verify all this information.
[CUSTOMER][NEUTRAL] OK, and I, you know, I know not to give her too much if she not the beneficiary. She just send in the claim form and we'll go from there, but I am gonna look on the file and see who is the beneficiary, but I'll speak to [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect thank you so much, [PII]. I'll I'll introduce you when we join.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] Hey there. I have Miss [PII] on the line and she is one of our agents. She's fabulous. She's gonna be able to take the call over from here and she should be able to help answer some of those questions for you, OK?
[CUSTOMER][NEUTRAL] OK, but you didn't get my email address to mail the claim form. Do well she did get that?
[AGENT][POSITIVE] Perfect. I, I can do that for you if you want to give me the email address. Absolutely.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][POSITIVE] OK, perfect. I will send that claim form your way in just a moment, OK?
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alright thank you Ms. [PII]. My name is.