AccountId: 011433970860
ContactId: cb885614-d994-4c20-a693-aa8872e6bd07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 987559 ms
Total Talk Time (AGENT): 325803 ms
Total Talk Time (CUSTOMER): 478108 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/cb885614-d994-4c20-a693-aa8872e6bd07_20250530T15:01_UTC.wav
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[CUSTOMER][NEUTRAL] Get it myself
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII], and I am calling um about my dad. He passed away on [PII], and he has a policy. Thank you so much. Um, and he has a policy with you guys. I'm sure you'll need the death certificate, but I was wondering if you could kind of guide me through this process and let me know what I need to do.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Yeah, see what kind of.
[CUSTOMER][NEUTRAL] I, I have the policy number in front of me if you need that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let's start with that, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it is 004.
[CUSTOMER][NEUTRAL] 269975
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And then,
[AGENT][NEUTRAL] All right. I do see you listed on here, [PII]. Can you just verify your dad's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. It's [PII] and his birthday was [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like we need a loss of life claim form filled out.
[AGENT][NEUTRAL] And this is gonna be.
[AGENT][NEUTRAL] It's gonna require this claim form. It looks like it requires certi certified copy of death certificate.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It does say original policy. If the original policy cannot be located, then it states on here to complete section D on this form.
[AGENT][NEUTRAL] Um, it does have, here, let me grab.
[AGENT][NEUTRAL] As we're kind of talking here, [PII], do you have a good email that I could send this claim form to because page one is literally instructions as far as what what you'll need with it.
[CUSTOMER][NEUTRAL] Um, yes, you can send it to [PII] like [PII], [PII], the number, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you also, I mean, or can you just do one email? I was gonna say sometimes I have a hard time getting stuff like that and I was gonna see if you could um also send it to my husband, um, and between the two of us, we should be able to get it and print it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. What's his email?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, his is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] are you saying I have to have the original policy?
[AGENT][NEUTRAL] Yeah, they asked for the original policy certificate. Most people don't have that.
[CUSTOMER][NEUTRAL] What happens if I don't have it?
[AGENT][NEUTRAL] So then it says to complete section D on here, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] So all it is honestly is just checking a box that you don't have it and therefore it's not included.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] So it does say.
[CUSTOMER][NEUTRAL] I'm gonna look in one place while I've got you on the phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] It does say if the claim is payable to an estate or legal representative, um, they just need a certified copy of a court appointment as executor, if that's the case, um.
[CUSTOMER][NEUTRAL] I mean, I had power of attorney. I'm an only child and
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hey, I'm trying to see right here if um.
[CUSTOMER][NEUTRAL] Gosh, there's so much to all this, is it? It's just crazy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I will see.
[CUSTOMER][NEUTRAL] If um
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] I'm so sorry. Thank you for bearing with me. Um,
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] All right, Daddy, bless your heart. Let's see what this is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Like I said, it's not, it's not unusual, um, for people not to hold on to those things, considering, I mean, he had this, he had this for 25 years. It's been effective since [PII], so it's, it's not unusual that sometimes we lose those things, so.
[CUSTOMER][POSITIVE] Blessing, blessing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I think this is his marriage license. He's a mother's marriage license. I think it would be right here, but I will look through all this stuff.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Again and um.
[CUSTOMER][NEUTRAL] And see what all of this goodness gracious is and um but if it's not it's not a big deal you're saying that I just fill out the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it's not. Yeah, you just wanna make sure when you fill out the form, there's a box to check stating that you don't have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the um
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] The claim form is going to need to be notarized and everything um before you can send it back to us and then when you're ready to go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] I wonder
[CUSTOMER][NEUTRAL] I wonder if the funeral home will do that. I guess we're waiting on the, I mean, they were so behind, um, his burial isn't going to um be until Monday, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And used to, you know, with mother, of course, daddy, you know, was still living and I was just supporting, you know, him as far as, you know, a second, um, um.
[CUSTOMER][NEUTRAL] Set of ears or whatever, but um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That he did all of mother or the funeral home like took the policies and I don't remember daddy paying anything and, and when I did this, you know, I, um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I went to the funeral home and they didn't ask me anything about any of this at all, at all. Like they want you to pay and they'll, you know, give you a death certificate basically, you know.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm, mm, hm.
[AGENT][NEUTRAL] Yeah, I know, I mean, I've, I've
[CUSTOMER][NEUTRAL] That's not the way it should be, is it?
[AGENT][NEUTRAL] No, yeah, um, no, I mean, I'm talking, talked, excuse me, I've talked to funeral homes before, um, on behalf of insured, you know, and, um, help them as far as where to send the information. So I have heard of them doing that, yeah.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, but
[CUSTOMER][NEUTRAL] That's just um
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean, I mean, I mean.
[CUSTOMER][NEUTRAL] It, I guess it really doesn't matter one way or the other as long as I get, you know.
[CUSTOMER][NEUTRAL] Um, all of that back, but I mean that's just so.
[CUSTOMER][NEUTRAL] I don't know, like his um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know I prepaid for everything because I knew I would be um.
[CUSTOMER][NEUTRAL] You know how it is when um.
[CUSTOMER][NEUTRAL] They pass or what I just don't wanna have to deal with, you know, just make decisions and deal and all that kind of stuff and um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Gosh, I just forgot what I was gonna say, um, oh, but just like the, the clothing and the um.
[CUSTOMER][NEGATIVE] The opening and the closing of the grade they wouldn't let me pay for it, you know, when I did the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Pre-arrangements and stuff and he said, but that won't, you know, and the um procession, he said, but um you know, that won't be much and I went back and it was another $1800 and the people that were there are gone, you know, it's just, I just don't like that. I just.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But anyway, um.
[CUSTOMER][NEUTRAL] I do not see that and I'm just surprised it's got to be here but if I don't, you're saying that it's not a big deal. I just have to get that certified and it'll be a place on there right that um that I can, OK, OK.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Mhm. And then you can get it back to us either you can mail it in the US postal mail or you could fax it to us. Um, there is on the form when you uh get that. If you look at the bottom of the form, you'll see our mailing address and our phone number and our fax number.
[CUSTOMER][NEUTRAL] All right, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, um.
[CUSTOMER][NEUTRAL] Alright, that, that sounds good. And how much was that the um that policy, how much was it for?
[AGENT][NEUTRAL] I believe it was, let me pull it here just to make certain, but I believe it was a whole, it was a whole life and it was 5000 I think.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, OK, so that's what the check would be for.
[AGENT][NEUTRAL] Mhm. Yeah, I'm pretty sure.
[CUSTOMER][NEUTRAL] Right, it's 5000.
[AGENT][NEUTRAL] Yeah, I'm pretty sure that's what it was here. I'm just pulling the certificate to double check. Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] That just drives me crazy that I cannot find this.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] He was so organized and had everything and I just
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't see it that may be it.
[AGENT][NEUTRAL] Yeah, so it looks like the benefit amount is $5000 on this.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That sounds good and um of course, I've got to wait for the death certificate and all that kind of stuff anyway, so um.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] But, OK, well, um, so I don't need a number or anything like that. I mean if I call back and I do not get you, um.
[CUSTOMER][NEUTRAL] I mean, it's um.
[CUSTOMER][NEUTRAL] It's in there right as far as um.
[CUSTOMER][NEUTRAL] I mean, they can just pick right up from where you left off.
[AGENT][NEUTRAL] Yeah, so, um, I'll notate that, yes ma'am, so I'll notate the account just regarding our conversation and then um once you actually submit the documentation and that's received, that's when the actual claim number would then be assigned.
[CUSTOMER][NEUTRAL] From today, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then that process would kind of start so then you would have more of a for lack of better words like a tracking number once that claim number was assigned and then we had received that documentation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and um and just to clarify like where it would be like in my name or daddy's name or and what address so that and I know we've got some other stuff to do before we.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Get to that point, but our little mailman, bless his heart, he gets an A for effort, but that's about it. Mail winds up everywhere, so, um, and we, um, as a neighborhood try to get it to the right person, but um I don't know when it's, when it's um coming out, I'm sure, but would it, would it be in my name or daddy's name or how, and would it go to my address or his address?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it would be in your name since you were listed as the beneficiary on it um and because it does ask yeah about.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then let's see, it does ask for your address, city, state, and all that so it would be like a single paper check mailed out to you and it would be to the address provided yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that I give you mine, right? That's what you're saying, OK.
[AGENT][NEUTRAL] Mhm. Yeah, it'll, yes, ma'am. It'll be on that form in like section B is where you're gonna fill that out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, well it may be, I'm sure it will be some, you know, next week before I can even, you know, sit down to do any of that and get it back but um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] OK, well, I appreciate it so much.
[AGENT][POSITIVE] Yeah, absolutely. And if you think of anything else, [PII], please feel free to call us. We're happy to help, OK?
[CUSTOMER][POSITIVE] OK, thank you so much. OK.
[AGENT][POSITIVE] You're welcome. Take care. Bye-bye.
[CUSTOMER][POSITIVE] All right, thank you, bye bye.
[AGENT][NEUTRAL] Mhm.