AccountId: 011433970860
ContactId: c89f208f-d8d1-4129-8c12-ef621134dc90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1003719 ms
Total Talk Time (AGENT): 238064 ms
Total Talk Time (CUSTOMER): 452186 ms
Interruptions: 14
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/c89f208f-d8d1-4129-8c12-ef621134dc90_20250415T13:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning, [PII]. It's [PII]. How are you today?
[AGENT][POSITIVE] Good morning, good. How about you?
[CUSTOMER][NEUTRAL] I'm OK, thank you. So customer service transferred me a call and it's on the death claim.
[CUSTOMER][NEUTRAL] And this is um this lady is with Heritage Memorial funding.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The policy number is 152.
[CUSTOMER][NEUTRAL] 890 for Mr. [PII].
[AGENT][NEUTRAL] So this is like a funeral home?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I guess this is like that, yeah, they call a lot. I don't know exactly, they're not a funeral home.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But there's a lot of notes in here and I know this company I don't know exactly what they do to be honest, [PII]. I just know we get a lot of calls from this particular.
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] You said it's memorial funding?
[CUSTOMER][NEUTRAL] Heritage Memorial funding.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I see that [PII] per the notes she has sent over. OK, so uh emailed over documents.
[CUSTOMER][NEUTRAL] So I went over the remark code that's on the claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it says a claim form and the lost policy form letter has been sent to the beneficiary. I've never heard of a lost policy form, but OK, I don't know what that is.
[CUSTOMER][NEUTRAL] Never seen that before.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] We are waiting these forms. OK, so now, this lady is asking.
[CUSTOMER][NEUTRAL] If we can just email the forms over to her.
[CUSTOMER][NEUTRAL] And I see that we have email forms.
[CUSTOMER][NEUTRAL] To her?
[CUSTOMER][NEUTRAL] Or to them, I should say.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get with [PII] and check with her in regards to that. Uh, let's see.
[AGENT][NEUTRAL] So the, the information that we're needing from the, the um beneficiary to complete their wanting to know if we can email it to them.
[AGENT][NEUTRAL] Those forms that need to be completed.
[CUSTOMER][NEUTRAL] Yeah, uh, [PII] with Heritage funding.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With Heritage Memorial funding is wanting to know if that is if that information can be faxed to her.
[AGENT][NEUTRAL] OK, faxed to her, OK.
[AGENT][NEUTRAL] Is she, is she on the phone right now?
[CUSTOMER][NEUTRAL] Or let's see
[CUSTOMER][NEUTRAL] Yes, she is. Uh-huh, she is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, or emailed, what did she say? I don't know. I'm sorry. I'm trying to do too much multitasking. Let's see here, claim status. OK, now where did I see that waiting to start.
[CUSTOMER][NEUTRAL] All the client.
[CUSTOMER][NEUTRAL] So see [PII] back in January they received assignment letter claims and will email loss of life form to claims at Heritage Memorial funding.
[CUSTOMER][NEUTRAL] At that time, it was a [PII].
[CUSTOMER][NEUTRAL] So I guess she's wanting to have an email. I said fax, but I think she probably would want it emailed, just whatever forms we're needing, since we haven't received them back.
[CUSTOMER][NEUTRAL] I don't know, maybe she knows to get in contact with the beneficiary. I don't know.
[AGENT][NEUTRAL] OK, I'm trying to send [PII] a message.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See we're not supposed to reach out or, you know, we're supposed to just send it to.
[CUSTOMER][NEUTRAL] The claim support key.
[CUSTOMER][NEUTRAL] Since there's not a life queue to transfer to anymore that just runs back to the care team.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can send it to me, but I can, um, I'm gonna get with [PII] cause I, I'm not sure as to.
[AGENT][NEUTRAL] This as far as the life policy.
[CUSTOMER][NEUTRAL] Yeah, I'm.
[CUSTOMER][NEGATIVE] Right, and I don't know what that lost policy. I don't know what that is. I've never seen that garbage before.
[AGENT][NEUTRAL] I think that's just referring to the policy itself. I was trying to see if I saw the letter. I can't see that letter on our end.
[AGENT][NEUTRAL] See what letter was sent out.
[AGENT][NEUTRAL] Yeah, I'm not seeing.
[AGENT][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] 326.
[AGENT][NEUTRAL] Yeah, I don't even see the letter. I thought maybe it'd be on base, the correspondence.
[CUSTOMER][NEUTRAL] Like an email.
[CUSTOMER][NEUTRAL] No, all I see is mm mm a hub request with the death certificate.
[CUSTOMER][NEUTRAL] Mmm. And that was all the [PII] so I yeah.
[AGENT][NEUTRAL] OK, [PII] is in
[AGENT][NEUTRAL] That's he saying we got the life claim, we need the death certificate. Hmm.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] No, that's not what it says.
[AGENT][NEUTRAL] I'm gonna see, is that all we need is, is that?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] We, it says we see attached death certificate for [PII], that's the 326 correspondence.
[CUSTOMER][NEUTRAL] And that's not what the remark code.
[CUSTOMER][NEUTRAL] Let me look at that.
[CUSTOMER][NEUTRAL] Oh no [PII] clicked the wrong button hold on.
[CUSTOMER][NEUTRAL] And I mean, let's see heritage of Memorial funding under legal there is the death certificate in on base.
[AGENT][NEUTRAL] OK. Let's see here.
[CUSTOMER][NEUTRAL] That was 3:31.
[AGENT][NEUTRAL] Mm, you said the 3:31?
[AGENT][NEUTRAL] Oh yeah, legal document.
[CUSTOMER][NEUTRAL] Mhm. Under legal documents. Mhm.
[AGENT][NEUTRAL] Yup, you are right. Let me tell her.
[CUSTOMER][NEUTRAL] So according to the notes for [PII] on 35, it says,
[CUSTOMER][NEUTRAL] Awaiting the death cert got assignment and life claim form.
[CUSTOMER][NEUTRAL] So we have that now.
[AGENT][NEUTRAL] OK, let me give her the mail number, so she must hadn't seen it then either.
[AGENT][NEUTRAL] Now, [PII], if you need to send her to me, you can send it to me. I'm just gonna research it.
[CUSTOMER][NEUTRAL] Yeah, could I, cause I'm, could I, because I'm.
[AGENT][NEUTRAL] Research it with [PII].
[CUSTOMER][NEUTRAL] Yeah, since you're communicating directly with [PII], um, if you don't, if you don't mind, her name is [PII] and her callback number is [PII].
[AGENT][NEUTRAL] Yeah, you can send it to me. And what's the lady's name?
[AGENT][NEUTRAL] Mm I see.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and her name is [PII].
[CUSTOMER][POSITIVE] Very nice.
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can send it to me.
[CUSTOMER][POSITIVE] OK. And I'm making my note now. I'm making my note. OK, [PII], thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mm. You're welcome.
[CUSTOMER][NEUTRAL] Have a good day if I don't talk to you again.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] All right, thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Claims department, this is [PII].
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Heritage Memorial funding, and I'm calling to check the status of a death claim.
[AGENT][NEUTRAL] OK, and this is in regards to [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And this is.
[CUSTOMER][NEUTRAL] Yes ma'am and you said your name was what?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, you said, and, and [PII], you say you're just checking on the status of it?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me take a look here.
[CUSTOMER][NEUTRAL] OK, let me take a look here.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I take a look a little further. Give me one moment, [PII].
[CUSTOMER][POSITIVE] OK, I'm gonna put you on a brief hold while I take a look a little further. Give me one moment, [PII]. OK, thank you so much.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Calling APA or you're speaking with [PII]. I, I sit up on a mail number now. I wouldn't have never known it was here without a male number on it. Some, yeah, so I'm sitting, uh.
[AGENT][NEUTRAL] Hey, this is [PII].
[AGENT][NEUTRAL] Yeah. Yeah, I didn't.
[AGENT][NEUTRAL] I didn't notice it either. [PII] had pointed out to me because she got the call from Heritage Memorial funding.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK. Yeah.
[AGENT][NEUTRAL] And I, so is that all? because I have them on the line cause she sent it to me.
[CUSTOMER][NEUTRAL] OK, yeah, that's all I needed so far tell them that we got it. I'm setting up on the mail number. We're gonna try to get processed today if it's needed additional information. I, you know, I would give them a call and let them know, but in notes it tell it said every time I tell them I'm waiting on the death certificate. So yeah, so.
[AGENT][NEUTRAL] OK, that's why I just wanted to make sure cause I saw that, that loss of claim remark code. I didn't know if we needed a form still too in conjunction with that. OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Uh uh, no, we got the last form we got that and we got the assignment. We only was waiting on that death certificate, yeah, OK, OK, uh, yeah, I'm gonna get it set. I'm gonna get it set up now. OK, thanks then.
[AGENT][NEUTRAL] OK, so you're working on it today. OK, I'll let her know.
[AGENT][POSITIVE] OK, thanks, you're welcome bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK, thank you for holding, [PII]. OK, it looks like we have what we need to go ahead and expedite the claim, so that will be um processed today.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] To go ahead and expedite the claim so that will be um processed today.
[CUSTOMER][NEUTRAL] All right, and
[CUSTOMER][NEUTRAL] Will processing will it be done processing today as well?
[AGENT][NEUTRAL] Yes, it should be processed today.
[CUSTOMER][NEUTRAL] Yes, it should be processed today.
[CUSTOMER][NEUTRAL] Alright, and do you know how long after processing will the payment be sent out?
[AGENT][NEUTRAL] You can verify, you can give us a call um at within 24 hours or 48 hours to verify that payment.
[CUSTOMER][NEUTRAL] Verify you can give us a call um.
[CUSTOMER][NEUTRAL] Um-hum.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I, can you confirm that Heritage Memorial funding PO box is on file?
[AGENT][NEUTRAL] Uh, let's see, we have.
[AGENT][NEUTRAL] Let me take a look.
[AGENT][NEUTRAL] OK, it looks like we'll have to get that added and is it the PO box the [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII]. We'll just get it added.
[CUSTOMER][NEUTRAL] OK, and could you check one more uh claim for me?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I do. It is 154356.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And that was 154356?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] In the member's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show this was processed. It was processed on the [PII], and the payment was issued.
[CUSTOMER][NEUTRAL] OK, I do show this was processed. It was processed.
[CUSTOMER][NEUTRAL] The [PII], and the payment was issued.
[AGENT][NEUTRAL] Looks like the amount that was.
[CUSTOMER][NEUTRAL] OK and um do you know when that check was issued?
[AGENT][NEUTRAL] This was processed on [PII].
[CUSTOMER][NEUTRAL] This was processed on [PII].
[AGENT][NEUTRAL] So what I went out the following business day.
[CUSTOMER][NEUTRAL] So what have the following business name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that amount?
[AGENT][NEUTRAL] For $6,477.
[CUSTOMER][NEUTRAL] For $6,477.
[CUSTOMER][NEUTRAL] You said $6,477?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And would you like the claim number?
[CUSTOMER][NEUTRAL] And can you give?
[CUSTOMER][NEUTRAL] Uh, no thank you, and could you confirm that that was sent to Heritage Memorial fundings PO box?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it was sent to Heritage Memorial, the PO box of [PII].
[CUSTOMER][POSITIVE] Yes, it was sent to Heritage Memorial, the PO [PII]. Alright, well thank you so much for your help, Miss [PII]. I hope you have a great rest of your day and a great rest of your week.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too. Thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.