AccountId: 011433970860
ContactId: c1b3d0eb-17b9-4951-8897-f51776f56598
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534599 ms
Total Talk Time (AGENT): 147512 ms
Total Talk Time (CUSTOMER): 315495 ms
Interruptions: 6
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/c1b3d0eb-17b9-4951-8897-f51776f56598_20250527T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], uh, look, my name is [PII] and um.
[CUSTOMER][NEGATIVE] I am trying to complete a loss of life claim form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I, uh.
[CUSTOMER][NEUTRAL] I've found it in y'all's page and I've completed most of it just got questioned for you, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is my wife that passed away and um nevertheless um so I've completed the section for her. I completed the section for me. Section C says about next of kin whose next of kin are we talking about here?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mine or hers?
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I mean, I'm not, I don't really need to list anybody there I don't think but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm not sure what that's about.
[AGENT][NEUTRAL] Give me one moment, let me check for you.
[AGENT][NEUTRAL] I'm gonna pull up the, the form. Mhm.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] The next of kin will be your wife.
[CUSTOMER][NEGATIVE] What? My wife has passed away. Oh, my wife's next of kin?
[AGENT][NEUTRAL] Yeah, yeah, yes, yes, sir.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Meaning her daughters.
[AGENT][NEUTRAL] If that's her kin, and if that's her only one, then yes.
[CUSTOMER][NEUTRAL] I mean, I don't
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I don't know her family.
[CUSTOMER][NEUTRAL] OK, so I mean I don't have information on.
[AGENT][NEUTRAL] If you don't, if you don't know it, you you don't have to put it in there.
[CUSTOMER][NEUTRAL] Good because I don't wanna put it in there. Now, next question for you, OK? Uh, is this, um.
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Will an estate be established?
[CUSTOMER][NEUTRAL] I don't know what that means, but I don't think so.
[AGENT][NEUTRAL] Then you would, you would put no cause it's the best of your ability. Um, if she had an estate, it would probably be in her will.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or she would have told you. OK.
[CUSTOMER][NEUTRAL] Oh, there's, there's no will and there is, there is no state she didn't know. So, um, now the last, uh, maybe second to last question, so, uh, on here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It has a signature of the beneficiary. Now do you want wet ink on there or there's obviously a digital ID or signature or something I don't know.
[AGENT][NEUTRAL] Um, you'll need to sign it in person because at the bottom there's a notary, so you'll have to print this out and get it signed, you'll sign it with the notary there.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] So you'll have to physically sign it.
[CUSTOMER][NEUTRAL] Yeah, I got a notary right here where I work that's not a problem, OK, so that's, that's easy. Alright, and then I told you that was like 2nd to last, maybe 3rd to last question, right, so I'm gonna get my notary here. I'm gonna sign this and I'm gonna get my notary here to sign this and stamp it, um.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Then I uh do I upload the documents?
[AGENT][NEUTRAL] Is there an OSC account with us?
[CUSTOMER][NEUTRAL] Within y'all's.
[AGENT][NEUTRAL] Um, no, you will actually need to, you will actually need to send this in because you'll need a copy of the death certificate.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] And the original policy, yeah, so you'll you'll wanna say you'll want to.
[CUSTOMER][NEUTRAL] Yeah, I've got that.
[CUSTOMER][NEUTRAL] I don't have an original policy. I don't know about that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] They came to work, we filled out policies, we filled out information.
[AGENT][NEUTRAL] Then you'll complete section D because you don't have the original policy.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I see something here.
[CUSTOMER][NEGATIVE] I tried to click on the policy and it don't want to do anything uh.
[CUSTOMER][NEUTRAL] Section B.
[AGENT][NEUTRAL] D as in dog, D as in dog.
[CUSTOMER][NEUTRAL] Is that what you said?
[CUSTOMER][NEUTRAL] OK, so that just means the original policy has been lost, therefore.
[AGENT][NEGATIVE] It just says that the original policy has been lost.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so that's just a chicken of a box is what you're saying.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yeah, yeah, yeah, pretty much.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] Right, and you don't want to send it in.
[CUSTOMER][NEUTRAL] OK, because see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Again, I, I, I mean, I don't.
[CUSTOMER][NEUTRAL] Let me tell you that they signed me up in December.
[CUSTOMER][NEUTRAL] I think it went into effect January. On [PII], I found out that she had brain cancer and I went on family medical leave from [PII].
[CUSTOMER][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] So I just come back to work beginning of the month. I never saw any.
[CUSTOMER][NEUTRAL] Paperwork, policies, things of that nature, you see what I'm saying? It's like I don't know. OK, but that's alright so check that box, check that box that I ain't got the policy, uh, like I said online I I clicked on the policy number there and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It didn't like that.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Hm, it might be the.
[CUSTOMER][NEGATIVE] It didn't like it. I don't know.
[AGENT][NEUTRAL] It might be the browser. I don't know, um.
[CUSTOMER][NEUTRAL] 330.
[CUSTOMER][NEUTRAL] OK, but that's alright. I don't necessarily have to have that, right? Because like I said, I see it listed, it looks like the policy number is 2586984 getting your file.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Not if you check that box that I told you.
[CUSTOMER][NEGATIVE] And oops, there seems to be a problem. It appears your document is missing. APL customer service has been notified.
[CUSTOMER][NEUTRAL] Allow 48 hours of the document to be available online. Alright, I'm not concerned about that. I'm checking the box, so I don't upload any documents.
[AGENT][NEUTRAL] Right, you'll need to send you'll wanna send this in.
[CUSTOMER][NEUTRAL] So to this claim.
[CUSTOMER][NEUTRAL] Alright, alright, OK, I got that I got that and uh I guess the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last, uh, I hope this is the last thing let me find a piece of paper here.
[CUSTOMER][NEUTRAL] Because the next question is.
[CUSTOMER][NEUTRAL] OK, where do I send it?
[AGENT][NEUTRAL] OK, it's at the bottom of page one, but it's really small print, so if you're ready it's PO box.
[AGENT][NEUTRAL] 24
[AGENT][NEUTRAL] 89
[AGENT][NEUTRAL] 50
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] 73
[AGENT][NEUTRAL] 124.
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] OK, you said that's at the bottom of page. Oh there it is. I see you I see you, it's not that small. You just gotta look for it.
[AGENT][NEGATIVE] Yeah, but it's really small. Yeah, it's really small.
[CUSTOMER][NEUTRAL] So that's all good, uh, very good so send this and the death certificate and um actually physically mail it to [PII]. There we go, right, and uh I will tell you that this morning.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, while I was in the page, I, I did go in and I put my direct deposit information in there. Does that help?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It does, yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It should.
[CUSTOMER][NEUTRAL] Because in other words, instead of sending me a check they can just deposit it straight in. I don't know do you know uh what kind of time frame that we're looking at?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It can be anywhere from 48 hours to up to 3 days depending on your bank.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] OK, that's pretty quick, um.
[CUSTOMER][NEUTRAL] That that you're saying that it would be deposited.
[AGENT][NEUTRAL] So that's not including the turnaround for the, that's not including the turnaround for checking your claim that can be anywhere from 7 to 10 business days. It shouldn't be that long, but um, expect it to be 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I mean, I hate to sound concerned about that, but, um, you gotta understand I didn't get a paycheck from [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] So struggling a little bit anyway, it is what it is that's fine thank you for your time I appreciate all your information there and I'm gonna get this going.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, well, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, I think you've done good.
[AGENT][POSITIVE] Great thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Absolutely alright thanks.