AccountId: 011433970860
ContactId: caa493ca-c101-47b6-8ac4-d65755ceaf94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134460 ms
Total Talk Time (AGENT): 113060 ms
Total Talk Time (CUSTOMER): 38632 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/caa493ca-c101-47b6-8ac4-d65755ceaf94_20250521T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][POSITIVE] Yes ma'am, hi, this is [PII] giving you a call back.
[AGENT][NEUTRAL] OK, thank you for calling me. Because, yes, ma'am. I called because I received the claim form that you submitted. Now, were you doing an assignment on this because we had got a call from, I believe it's [PII] Funeral Home saying that you were doing an assignment on this.
[CUSTOMER][NEUTRAL] In reference to [PII] and [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so we ain't got
[CUSTOMER][NEUTRAL] He said I would do this time that I would do like 2 checks, one to him, and then the balance to me.
[AGENT][NEUTRAL] Yeah, yeah, yeah, but he had, they haven't sent an assignment letter, uh, yet, so that's why I want to make sure maybe you had changed your mind about the assignment, but, uh, yeah, cause we haven't got no.
[CUSTOMER][NEUTRAL] No, no, but I signed it last night, but I will check with him in just a minute. My mom's funeral is in about an hour, and I will check with him as soon as I get there.
[AGENT][NEUTRAL] Oh, that's all right. I got that, yeah, and I got their number too, and I'm going to wait since you said we're going to get an assignment. Also, now you know you was the secondary beneficiary. I had asked for something showing that Mr. [PII] is no longer living. I sent that to the funeral home. So do you have like a copy of his death certificate or?
[CUSTOMER][NEUTRAL] I faxed, I faxed it, I faxed it yesterday to you.
[AGENT][NEUTRAL] OK, let me see what I got.
[CUSTOMER][NEUTRAL] I actually faxed that before I went to the funeral home and then I got the confirmation that it went through.
[AGENT][NEUTRAL] Oh, OK, let me see. Maybe this is, OK, you know, maybe what I looked I looked at wrong. Maybe I would thought that was hers, but let me see what we got here. Hold on. Let me tell you what we got.
[AGENT][NEUTRAL] Soon as I can get to it. That would, and that's [PII]. OK, [PII], I'm sorry, I say [PII]. So now, that's why you don't have to worry about it cause we don't have it. That when I, when I got this I said, dang, they got the death certificate might as fast and it usually don't take that, you know, it takes a minute for to get the death certificate somebody just passed away. But I, I.
[CUSTOMER][NEGATIVE] Yeah, I won't have hers for several days.
[CUSTOMER][NEUTRAL] It does.
[AGENT][POSITIVE] Looked at it wrong, so don't worry about it because most likely the funeral homes going to send their stuff before y'all even get the death certificate. But we did get hiss and we do have your life claim form before you filled it out. So we'll just wait on the death certificate for her and assignment from them, and I appreciate you calling me back. All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much for looking into it for me. Alright you have a blessed day.
[AGENT][POSITIVE] You you're welcome. Bye bye bye. You too. Bye-bye.