AccountId: 011433970860
ContactId: c8c9f7b9-6da9-41e9-9b48-08ab1284ffa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371480 ms
Total Talk Time (AGENT): 181963 ms
Total Talk Time (CUSTOMER): 165148 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/c8c9f7b9-6da9-41e9-9b48-08ab1284ffa1_20250106T19:59_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] Uh, yes, ma'am. This is [PII], and I am trying to settle an estate for my brother-in-law. I'm his power of attorney, and I believe that he is one of your insured. His name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you spell the
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] The last name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, and [PII], may I have a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And then did you happen to have a policy number? If not, I can look it up with the name.
[CUSTOMER][NEUTRAL] Um, yes, I don't, uh, the only thing that I have is he has uh $45.30 taken out of his checking account every month. So I, it says prem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 241-231
[CUSTOMER][NEUTRAL] I don't know if that's the policy number or what.
[AGENT][NEUTRAL] Hm, I was.
[CUSTOMER][NEGATIVE] I, I don't have any policy on file or anything for him. All I have is what's being taken out of his checking account every month.
[AGENT][NEUTRAL] The bank
[AGENT][NEUTRAL] OK. Hold on one moment. I'm looking it up with the name now. I'm just waiting for the um the policy. I just found it. Hold on one second, it just popped up. Hold on one second.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so I have the policy here and now has Mr. [PII] passed away or he's still here?
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] He passed away [PII].
[AGENT][NEUTRAL] OK. Well, first, I'm definitely sorry for your loss and your family, um, but uh, you're welcome. I'll be more than happy to help you. Um, so I can't give any account specifics right now, but what we can do, um, we'll just need a copy of the death certificate.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] And then your name and your um any contact information, your phone number, email, relation to the insured. So once we get that death certificate on file, we'll put it on there with on the policy with your name so we know we can talk to you and then we'll be able to, anything you need at that point, give you all the information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK. Can you tell me what, what is this? Is it a life insurance or is it health insurance? What, I don't even know what kind it is.
[AGENT][NEUTRAL] Um, so it's not life insurance. It is one of our, um, secondary policies, um.
[CUSTOMER][NEUTRAL] What does that mean?
[AGENT][NEUTRAL] I'm trying to go around not giving specifics because I'm not supposed to, um, hold on.
[AGENT][NEUTRAL] I'm trying to figure out how to do it, um.
[AGENT][NEUTRAL] One of our secondaries, as in it could be a cancer policy, it could be a critical illness policy, it's nothing like a medical policy or dental or life.
[CUSTOMER][NEUTRAL] OK. OK. OK. OK. So, so who do I send this information to? Can I send it by email or do I have to do snail mail?
[AGENT][POSITIVE] That help a little bit.
[AGENT][NEUTRAL] Oh, no, ma'am. You can email it to us. Let me give you the care team email and you'll receive an email once we receive it, just confirming that we have it, and then you'll receive another one once the death certificate and your name and everything is on there, so you know, you can call and file claims or whatever.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and proba probably, now, I'm power of attorney for him and I'm also the executor of his estate. So, would, would a copy of the power of attorney be enough?
[AGENT][NEUTRAL] No, because honestly, after the member passes away, the power of attorney is void. So I would, I would rather put that you're the executor, but you don't have to present any documents, just, you know, put that next to your name or your number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Just tell you who I am and that I'm the executor of this estate and this is my name and telephone number and address. So, is that it?
[AGENT][POSITIVE] Yes, ma'am, and then, yes, ma'am, and then just the death certificate attached and then we'll be able to talk to you in whatever you need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect, perfect. All right, very good. Well, thank you very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am. I think that's all I need.
[AGENT][NEUTRAL] Oh wait, I don't know if I ever gave you the email. Let me give you the email. I'm sorry.
[CUSTOMER][NEGATIVE] Yeah, oh yeah, yeah, you didn't. 000, I would have been calling you back.
[AGENT][NEUTRAL] I was just thinking, wait, did I, I'm so sorry. So it's um [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. So [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I do not have the death certificates yet. So as soon as I get those, I will email those to you and we'll go from there.
[AGENT][POSITIVE] Alrighty. Well, um, once we get everything, you'll receive that email and then you can call us if you need to file claims or if you want to just go ahead and close it, whatever you want to do at that point, we'll definitely help.
[CUSTOMER][POSITIVE] OK, very good. Thank you so much.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great week.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you, ma'am. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.