AccountId: 011433970860
ContactId: c19d850d-ba05-446c-a036-2931e14d9cce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122949 ms
Total Talk Time (AGENT): 65888 ms
Total Talk Time (CUSTOMER): 59659 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/c19d850d-ba05-446c-a036-2931e14d9cce_20250127T15:56_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][POSITIVE] Good morning [PII]. This is [PII] over in customer care. How are you today?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] I'm good, thanks for asking. Um, I have somebody on the line. Her name is [PII], and she is the daughter of an insured that's passed away.
[CUSTOMER][NEUTRAL] She just has some questions about she's sending in some claim information and she has some questions about the payment and how that's sent out. I was wondering if you could help her with that.
[AGENT][NEUTRAL] Have the claim payment sent out?
[CUSTOMER][NEUTRAL] Yeah, so she's filing some paperwork I guess on the cancer policy, and she was wondering when the payment comes if it would be in the name of the insured her mother again has passed away or if it would be in her name like how that works.
[AGENT][NEGATIVE] You would have to send her to the claims department. Customer service doesn't know how they handle those claims.
[CUSTOMER][POSITIVE] OK, I'm sorry I was told to call customer service I'm sorry.
[AGENT][NEUTRAL] If he
[AGENT][NEUTRAL] No, it's, it's because if it's a claim and they're paying out, I think if she's not on the pol, usually it's a beneficiary, but she's not on the policy. I think claims has to send something out and they handle that part. We, we handle refunds. If she's wanting to know about canceling the policy and a refund on the policy, I can help her with that, but I can't help her with the claims question.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As for payment, sorry.
[CUSTOMER][NEUTRAL] OK, no, that's OK. That's my bad. Like I said, I was, I thought I was calling the right place. I will call over to claims.
[AGENT][NEUTRAL] They probably didn't, yeah, they probably didn't understand what you were saying. That's why I was trying to make sure you were saying claim and not refund, um, but if she's wanting to cancel the policy, we do need a copy of the death certificate, and then if there's an overpayment, we send it back to whoever's on there as far as.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] All right, [PII], let me know if you need anything else. You're welcome, hon.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks, [PII].