AccountId: 011433970860
ContactId: c977c67a-0b01-4b7e-838e-b47e53dc8ed8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243940 ms
Total Talk Time (AGENT): 100709 ms
Total Talk Time (CUSTOMER): 91905 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/c977c67a-0b01-4b7e-838e-b47e53dc8ed8_20250117T15:39_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], can I give you the insurance policy number real quick?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's 252-431-8.
[AGENT][NEUTRAL] OK, verify the name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII] and before I go on, I'm [PII], the daughter, so there should be something on file that says I can talk.
[AGENT][NEUTRAL] OK, and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, bear with me just a moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Hi, [PII] how can I help you today?
[CUSTOMER][NEUTRAL] Yeah, so I was following the claim that mom filed, um, and I know it said it's gonna be paid, um, but I have a crazy question, so I'm the beneficiary. Mom actually passed on Tuesday.
[CUSTOMER][NEUTRAL] Um, so how does that claim get? Does it still go to her bank account? Do you have to stop it and redirect it to me? How does that work?
[AGENT][POSITIVE] I can take a look at that and uh please accept my condolences for your loss.
[CUSTOMER][NEUTRAL] Thank you. And I don't have a death certificate, I don't have a death cert certificate just yet. The funeral is actually tomorrow, so, um, I know we ordered some, so those are coming.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so yep, you wanna get that to us once you receive it.
[AGENT][NEUTRAL] All right, let me see what we have.
[AGENT][NEUTRAL] So it looks like we received the claim on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, that's been processed and paid already. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if it's been paid we just work with the bank as her executive to to get those funds right? There's nothing else on y'all's end that we need to do.
[AGENT][POSITIVE] That is correct. Um, yeah, those benefits went out on yesterday.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you are to, if you were to have any issues with obtaining the funds from the bank, then you can contact us to go through uh the process of voiding those funds, having them return and reissuing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But uh yeah, at this point, it's already out the door.
[CUSTOMER][NEUTRAL] OK, and it was the one for 14,000 and change and then like 1700, right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] No problem. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, actually, so since she's passed, how do we stop the payment for the insurance because obviously she doesn't need the insurance.
[AGENT][NEUTRAL] Yeah, so we'll need that um debt certificate in order to, yeah, so, um, as soon as you have that send it over to us once we receive that, if there's any um premium overpayment then it will be refunded um based on the date of that and if where the benefits were paid, well the premiums were paid. So yeah, you wanna be sure to get that to us, start that process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right, [PII], well.
[CUSTOMER][NEUTRAL] Then that
[AGENT][POSITIVE] OK, well thank you for calling APO and you have a great day OK?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] You too bye bye. So.
[AGENT][POSITIVE] Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Next thing is call please tell him to call her back yeah.