AccountId: 011433970860
ContactId: d00b5c81-d903-4b44-b753-28e87751223c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 527539 ms
Total Talk Time (AGENT): 114769 ms
Total Talk Time (CUSTOMER): 72025 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/d00b5c81-d903-4b44-b753-28e87751223c_20250612T12:46_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was trying to find the um status or get an update on my mother's life insurance claim.
[AGENT][NEUTRAL] OK, I'm happy to check the claim. Do we have by chance policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, I can look it up by name. Let's see here.
[AGENT][NEUTRAL] May I please have the last name?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then for documentation, can I grab your first name, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] All right. I believe I've located it here. What was her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Looks like it's stating it's still waiting on some completed forms.
[CUSTOMER][NEUTRAL] And do you know what it's waiting on? because we got the death certificates on last Friday.
[AGENT][NEUTRAL] Yeah, OK, let's see.
[AGENT][NEUTRAL] Looks like that's what they were waiting on, but let me see if they've gotten anything. One second.
[AGENT][NEGATIVE] I don't see anything new received just yet.
[AGENT][NEUTRAL] It looks like that's all they were waiting on. I may need to reach out to the examiner that was working the claim though.
[AGENT][NEUTRAL] We have 11 I don't know if you've spoken with her. Her name's [PII]. She's the one that usually works on these ones.
[CUSTOMER][NEUTRAL] He names what has?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] By [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, does she have an extension?
[AGENT][NEUTRAL] Yeah, I don't know.
[AGENT][NEUTRAL] Let me see if she's in the office yet this morning and I can reach out to her. Give me just a second.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for your patience on that, [PII]. So yeah, it looks like we're just waiting on, we haven't received the death certificate um for her yet. We have the loss of life form, the, you know, for [PII], we have everything else, just still waiting on that.
[CUSTOMER][NEUTRAL] So I, do I just need to contact the funeral home and get them to resubmit it?
[AGENT][NEUTRAL] Yes, ma'am, if you could do that and then it can be faxed over if you want, what that would be the quickest.
[CUSTOMER][NEUTRAL] OK, can you give me the um fax number please?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] 36
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365
[AGENT][NEUTRAL] 94
[AGENT][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 942 3
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And just put it attention busy.
[AGENT][NEUTRAL] Um, no, I would just put attention to claims on it.
[CUSTOMER][NEUTRAL] Attention claims.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I will fax it myself here in just a little bit and that way I'll know it got done.
[AGENT][NEUTRAL] OK. Yes, ma'am, and I'll just notate down that you're doing that right now. So if [PII] uh looks in there, she'll see that you're sending it over, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it'll be a couple of hours before I actually can get to where I can send it. I'll have to go to my daughter's work and um send it, but she's in a meeting right now, so give her time to get clear and, and I'll get that faxed over. Alright, thank you, bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, yes, ma'am. You're welcome.