AccountId: 011433970860
ContactId: d171db38-4867-4a77-8283-5c7bec157cbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498619 ms
Total Talk Time (AGENT): 127500 ms
Total Talk Time (CUSTOMER): 191871 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/d171db38-4867-4a77-8283-5c7bec157cbb_20250519T20:36_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, hi. I'm calling about my mom's policy. Um, she passed away on Friday, and I just needed some basic information on the policy she has with y'all, please.
[AGENT][NEUTRAL] OK, um, do you by chance have her policy number?
[CUSTOMER][NEUTRAL] I do. I know it's an old number, but I think you can cross reference it. OK, I can't find where I wrote the new one down. Someone gave it to me um last year when I talked to him, but it's WT.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 192,860
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Because this is an old card she had in her wallet.
[AGENT][NEUTRAL] OK. Let me double check.
[AGENT][NEUTRAL] Um, what's, I'm not pulling anything up with that. Do you have her last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] OK. Looks like I located it. Let me get that pulled up.
[AGENT][NEUTRAL] OK, do you have her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Have you received any forms from us?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] The funeral home had called to verify um
[CUSTOMER][NEUTRAL] that the policy was active. Um, he said y'all couldn't give them any other information as far as face value of the policy and all. Um, but he did tell me my dad was listed as a beneficiary, and I know when I talked to someone last year, she said I was, so I'm confused. I wanted to verify that as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because my dad died in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or maybe [PII], my name is [PII], but I go by [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, so in order for this benefit to be released, we need the all, and I can send you this information. I can send it by email, um, but we'll need the life claim completed and notarized by by yourself, um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] A copy of the death certificate for [PII].
[AGENT][NEUTRAL] And then of course the death certificate for your mom and then assignment of benefit letter. Um, so, can I email this stuff to you? Would you like me to mail it to the home address on file for your for
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Um, you can email it to me and I can see if my daughter can print it for me at her place of employment.
[AGENT][NEUTRAL] OK, perfect. Um, what's your email?
[CUSTOMER][NEUTRAL] Or the electronic figure to send back or does it have to be printed?
[AGENT][NEUTRAL] It does have to be printed and notarized.
[CUSTOMER][NEUTRAL] OK, that's what you did say that. I'm so sorry. I'm, I, I, I heard that but it didn't, it didn't click.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Oh, no, you're fine. No worries. Um, what's your email address?
[CUSTOMER][NEUTRAL] Yeah, if you email it to me.
[CUSTOMER][NEUTRAL] OK, I'm just gonna give you one letter at a time, OK? So it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] The number 2.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] So it reads [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, let me get you this form sent over, um, and then I'll, I'll list out the things that we need, um, just so you can recap.
[CUSTOMER][NEUTRAL] I like, I need a death certificate from my dad. Now it takes a while to get her death certificate back and um I know the funeral home is gonna do, what do they call it a contingency that I will pay them and then the remainder.
[CUSTOMER][POSITIVE] Comes to me, that that's correct.
[AGENT][NEUTRAL] Uh, yes, I know that's typically an option, yes.
[CUSTOMER][NEUTRAL] OK. And can you tell me how much the policy is?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Let me pull up the
[AGENT][NEUTRAL] Uh, looks like it's 15,000.
[CUSTOMER][NEUTRAL] Is that what the value is now? I know she had taken out part of it on a loan.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Unless I said that she could.
[AGENT][NEUTRAL] I don't have any loan information. Let me see if I, hold on just a second.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I'm not seeing any information about a loan. Um.
[CUSTOMER][NEUTRAL] OK, I know well we've been paying, paying back on it it may have already, you know, been.
[CUSTOMER][NEUTRAL] Taking care of, I don't, I'm not sure, but I'm sure once I get the research and they'll find that it's there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I saw a loan from back in [PII] that was 750, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Yeah, I'm sure that's taken care of. Um, the new policy number, can I have that or would that be on my forms that I'm sending back?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, it's 154695.
[CUSTOMER][NEUTRAL] 154.
[CUSTOMER][NEUTRAL] 695. OK.
[CUSTOMER][NEUTRAL] All right, then so you said you're gonna send me a list and all the forms that I need and
[CUSTOMER][NEUTRAL] We'll go from there.
[AGENT][NEUTRAL] OK, I'll get that.
[CUSTOMER][NEUTRAL] Um, now with the premium for this month's draft, it usually drafts at the end of the month that'll continue to draft until I get everything back into y'all, correct?
[AGENT][POSITIVE] That's correct and then once we get the information processed, it'll refund back anything that's owed.
[CUSTOMER][NEUTRAL] I just want
[CUSTOMER][POSITIVE] OK, I just wanna make sure I have enough money in there to cover everything in her account, because I know her Social Security won't deposit this month, but I, I'll need to make a deposit um this week to cover all her bills that are coming out. So just wanted to be clear on that. OK, well, thank you so much. If you'll get it sent over to me, I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll do that right now. Just give me a few minutes and thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.