AccountId: 011433970860
ContactId: c8621c7b-4bba-4409-ba3c-dafadd49ddb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320839 ms
Total Talk Time (AGENT): 116406 ms
Total Talk Time (CUSTOMER): 94227 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/c8621c7b-4bba-4409-ba3c-dafadd49ddb4_20250218T21:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And uh, my name is [PII], and I am calling on behalf of my sister [PII].
[AGENT][NEUTRAL] OK, how may I assist you today, [PII]?
[CUSTOMER][NEUTRAL] Um, I am, uh, I have found, um, that she has some life insurance with you.
[CUSTOMER][NEUTRAL] And I am calling to see what we need to do to file a claim because she has passed.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Um, well, first, I'm sorry for your loss. Um, I'll be more than happy to assist you as much as I can. Um, when did Miss. [PII] pass?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK. And um do you happen to have a policy number? I can look it up with her social as well.
[CUSTOMER][NEUTRAL] Um, no, she doesn't have that written down, but I've got her social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I believe I just located the policy. Hold on one moment.
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] I'm just waiting for it to come up. Hold on one moment.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And while I'm waiting for it, [PII], what was your last name? just so I can put it in my notes.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was looking up the brand first now I didn't realize they told me.
[CUSTOMER][NEUTRAL] Like the wicked line is kind of like like you got the max of wicked line.
[AGENT][NEUTRAL] Let me see if this is.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Ms. [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Or to our number.
[AGENT][NEUTRAL] OK, hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. Um, so what we're gonna have to do is a um loss of life claim form or claim for the um policy. I can email that to you if you'd like.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we receive that, you'll be contacted um with how to proceed further, but we'll have to report the loss first.
[CUSTOMER][NEUTRAL] OK, that's that's fine.
[AGENT][NEUTRAL] OK, what's a good contact number for you? I'm sorry, what's a good email address for you?
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] I'm gonna have you send it to her daughter, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I'm gonna go ahead and send this over to you now. On the very first page is the instructions, um, and it'll list, you know, based on whoever is filing, what documents need to be received.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then once we receive it, we'll go ahead and get it processed and put you or whoever you need as contact so that we're able to, um, you know, talk to you all about the policy moving forward.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No ma'am, thank you very much.
[AGENT][POSITIVE] All right, well, thank you so much for calling APL and again, we're sorry for your loss, but I do hope you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.