AccountId: 011433970860
ContactId: d1842c86-1ffa-408c-9fc2-d913daf57f75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 535619 ms
Total Talk Time (AGENT): 211175 ms
Total Talk Time (CUSTOMER): 194413 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/d1842c86-1ffa-408c-9fc2-d913daf57f75_20250417T20:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII]. My brother passed away today, and my mom is supposed to be his beneficiary. I'm with her now. She's [PII] old.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And uh so I am trying to find out information regarding his policy, um, and what it actually covers to see if she can assign it at a funeral home for taking care of his last um service.
[AGENT][NEUTRAL] OK, [PII], so you said that your, it's your brother that had the policy with us.
[CUSTOMER][NEUTRAL] Yes ma'am, I have the policy number information in front of me.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. So first off, um, my deepest condolences to you and your family.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] What is a good call, yes, ma'am. What is a good callback number for you, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII], uh, I'm gonna give you my sister's hold on that's where we're going from go ahead [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And whose number is this, [PII]?
[CUSTOMER][NEUTRAL] That's my sister, [PII].
[AGENT][NEUTRAL] And what's [PII]'s last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And we're looking at the face of the policy, so we have a little bit of information about it, um.
[CUSTOMER][NEGATIVE] My uh brother uh died at his
[AGENT][NEUTRAL] So what I'm gonna need to do, yes, ma'am, what.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I'm sorry, your voice broke up just.
[AGENT][NEUTRAL] A little bit. Start again.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] With that part
[CUSTOMER][NEUTRAL] OK, uh, you want me to go ahead and give you the policy number?
[AGENT][NEUTRAL] So first off, yes, ma'am. Uh, let's go ahead and start with the policy number and then you'll have to repeat what you said because again, your voice, I wasn't able to understand what you just said.
[CUSTOMER][NEUTRAL] OK, how do I take it off the speaker?
[CUSTOMER][NEUTRAL] I have it here so the last thing on until we can get that.
[CUSTOMER][NEUTRAL] OK, so let me go ahead and get the number. OK, so the number is 021583887.
[AGENT][NEUTRAL] OK, thank you. So give me just a
[CUSTOMER][NEUTRAL] And it shows the effective date was [PII] if that matters.
[AGENT][NEUTRAL] OK, so what I'm gonna need to do is first off to verify several things with you for security, OK, and any information that I'm able to provide at this point would be a verification of benefits and not a.
[CUSTOMER][NEUTRAL] Sure. Mhm.
[AGENT][NEUTRAL] What is, what is your brother's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. His birth date is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then also the home mailing address for your brother, please?
[CUSTOMER][NEUTRAL] Uh, let's see, I think he has it as [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, thank you and then the phone number for him that we would have had on file.
[CUSTOMER][NEUTRAL] Oh hold on, my sister's gonna get it just a second.
[AGENT][NEUTRAL] Yes, OK, sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which one of these put the dog.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK. It is um
[CUSTOMER][NEUTRAL] [PII] for [PII].
[AGENT][NEUTRAL] OK. OK. Thank you very much for verifying that. Was that [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so that's all of the information that I will need to.
[AGENT][NEUTRAL] Verify. Now to find out, so to find out any additional information on this policy at this point and what will need to be done.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Related to this I'm going to need to connect you over to our customer service division. Now you're not gonna have to re verify any of this information I will let them know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That I have verified his inform.
[AGENT][NEUTRAL] Information with you and he did pass away, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yes, ma'am, he passed away today.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so,
[AGENT][POSITIVE] Again, my deepest condolences to you and all of your family before I connect you over to customer, yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Ma'am, before I connect you though, is there anything else that I could help?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well thank you both then for calling. Give me one moment, I will connect you with customer service OK?
[CUSTOMER][POSITIVE] OK. Thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] It keeps disconnecting.
[CUSTOMER][NEUTRAL] This house? Do you wanna go outside?
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] I'm doing OK, thank you. So, I have two ladies on the line. They are sisters of our insured.
[AGENT][NEUTRAL] The policy number that they're calling about is 02.
[AGENT][NEUTRAL] 158387.
[CUSTOMER][NEUTRAL] Alright, and let me pull it up.
[AGENT][NEUTRAL] For a [PII].
[AGENT][NEUTRAL] OK. Mhm. Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, I got it.
[AGENT][NEUTRAL] OK, so they've called, they're calling to notify us of his passing today.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I believe that they're under the
[AGENT][NEUTRAL] The impression that this is a life policy, and of course any different.
[AGENT][NEUTRAL] I mean, I didn't give them any information on it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I do see that the policy is still under the employer.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We, I mean, we can't give any type of information only to say that the policy is still under the employer and unless they have any type of documentation, we can provide information, but other than that, we can't even.
[CUSTOMER][NEUTRAL] Talk about it.
[AGENT][NEUTRAL] OK, so I guess I mean will you just refer them to the employer?
[CUSTOMER][NEUTRAL] Mhm. Yes, that's what I will do. But, mhm, yeah, you can go ahead and send them over.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And um so let me give you their names. One of the sisters is [PII].
[AGENT][NEUTRAL] And the other lady is [PII], and the phone number they gave me is actually [PII]'s [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And again that's [PII]'s number.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] OK [PII] well I appreciate you and I hope you have a nice evening. Are you ready to speak to?
[CUSTOMER][POSITIVE] Yes, I am. Thank you. You have a nice day too.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] OK, you're welcome. You too. Bye bye.