AccountId: 011433970860
ContactId: c18d1398-e573-4d1b-a245-a91cd49f2704
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358359 ms
Total Talk Time (AGENT): 146563 ms
Total Talk Time (CUSTOMER): 77980 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/c18d1398-e573-4d1b-a245-a91cd49f2704_20250326T14:35_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] Good morning. I need to check the status of a death claim, please.
[AGENT][NEUTRAL] OK, you're needing to check the status. You said of a death claim, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Heritage Memorial funding.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that correct, [PII]? Your last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and where again are you calling from?
[CUSTOMER][NEUTRAL] Heritage Memorial funding.
[AGENT][POSITIVE] OK thank you and what is a good call?
[AGENT][NEUTRAL] Back number for you please, [PII]?
[CUSTOMER][NEUTRAL] I can be reached at [PII].
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number for the ring a bell?
[CUSTOMER][NEUTRAL] 001.
[CUSTOMER][NEUTRAL] 52,890.
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] And any information that I do provide for you would be a verification of benefits and not a guarantee of payment, [PII], what is the uh name?
[CUSTOMER][NEUTRAL] Um, this is for [PII].
[AGENT][NEUTRAL] Uh, the insured and date of birth that you're calling in regards to?
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][POSITIVE] Give me just a moment, I like to look at a couple of things.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, we have, OK.
[AGENT][NEUTRAL] On this claim, it states that notice of death has been received, a claim form, and the lost policy form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For letter has been sent to the beneficiary. We are waiting for completed by the beneficiary and returned to us. Um, it states that we're waiting on the desk.
[AGENT][NEUTRAL] Certificate.
[CUSTOMER][NEUTRAL] I'm so sorry, but um the line's cutting in and out on.
[CUSTOMER][NEUTRAL] Here, um we sent over the death certificate.
[AGENT][POSITIVE] And I, and I'm so sorry about that. I don't know.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] It appears, I can hear you now, but it appears that that was not received. The most recent note on this policy, um, [PII] was from 35 and that shows that we're still await.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Getting the death certificate that we got the assignment claim form, but that we were still waiting on the death certificate.
[CUSTOMER][NEUTRAL] OK, um, do you require the original or just a copy for the death certificate?
[AGENT][NEUTRAL] No, it can be. It can be a copy. Mhm.
[CUSTOMER][NEUTRAL] OK, is there a um a good email that I can send that to?
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Yes, I can give you an email for the, for that, and that would be sent to care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um, and once this is received, how long will it take for this claim to be processed?
[AGENT][NEUTRAL] Uh, let's see. Let me look on the, the desk just to check that. One moment.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK. Um, typically, approx, you know, 7 to 10 business days.
[AGENT][NEUTRAL] On this
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, um, like I said I'll send over that death certificate to you guys and I appreciate you for taking my call.
[AGENT][POSITIVE] Oh, well, absolutely. Is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] Uh, remind me what you said your name was again. I'm so sorry.
[AGENT][NEUTRAL] That's OK. It's [PII].
[CUSTOMER][POSITIVE] Thank you, [PII] you have a wonderful day.
[AGENT][POSITIVE] Well, I hope you do too, [PII], and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye
[AGENT][NEUTRAL] Yeah.