AccountId: 011433970860
ContactId: d1fa72bd-40de-4674-b90c-6e3c8f716c7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 611250 ms
Total Talk Time (AGENT): 233250 ms
Total Talk Time (CUSTOMER): 304358 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/d1fa72bd-40de-4674-b90c-6e3c8f716c7f_20250219T19:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I have talked to some, I, I didn't keep my notes, um, to somebody before and I have all of the paperwork for my dad, um, his policy number is 221-7260.
[AGENT][NEUTRAL] And what is your dad's name and date of birth, please?
[CUSTOMER][NEUTRAL] My dad's name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] OK, bear with me just one moment, let me get that policy pulled up if you don't mind.
[CUSTOMER][POSITIVE] I would love that for you to do that.
[AGENT][POSITIVE] Thank you.
[AGENT][NEGATIVE] It didn't come
[CUSTOMER][NEUTRAL] That way you know what we're talking about.
[AGENT][NEUTRAL] That's right. See if I can help you that said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I did not get it to pull up by that policy number, so that's why I'm having to search a little further, but we'll get him. Hang on just a second.
[AGENT][NEUTRAL] And what state is he in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You want a social?
[AGENT][POSITIVE] I think I can, I think I'm gonna have it pulled up just a second.
[AGENT][NEUTRAL] That is actually a
[AGENT][NEUTRAL] Old policy number that you gave me, that's why it didn't pull up.
[AGENT][NEUTRAL] But I'm getting it pulled up.
[CUSTOMER][NEUTRAL] Right, I was
[CUSTOMER][NEUTRAL] When I called about it, they said I was because he passed away before the policy died, I guess, that I still could do the paperwork.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's
[CUSTOMER][POSITIVE] Um, and I finally have everything together.
[AGENT][NEUTRAL] You said his date of birth was
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I got it. Can I give you, um, if you got a pen and paper, I'm gonna give you the updated policy number.
[AGENT][NEUTRAL] To make it easier.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] It is 151-771.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That um
[AGENT][NEUTRAL] The 221-7260 is his old policy number prior to digital digital oh I can't say digitalization digital.
[CUSTOMER][NEUTRAL] Digitalization.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I do apologize. That one right there digitalization. I just got caught in my teeth or something.
[CUSTOMER][NEUTRAL] That that big word?
[AGENT][NEUTRAL] Yes, so, um, his current policy number is the 151771.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Now, my question.
[AGENT][NEUTRAL] And you have his
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Question for you is I found the, the, um, according to who I can't remember who I talked to before, like I said I did not take good notes um is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] They told me I needed to do go on to the [PII] and I got the loss of life form and I need to send in the death certificates and then to have the next of kin list and the relationship and according to the paperwork they're going to have to fill out one as well um because every time I tried to put my name I did it on the computer and every time I put just my name in it filled out at all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It would, it wouldn't let me go in and put my sister and brother in there, but I am the executor of the will and we do have an estate established.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have that um.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] The state, the state papers as well you can send a copy of that as well.
[CUSTOMER][NEUTRAL] I do not have that um.
[CUSTOMER][NEUTRAL] Be very honest.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] In my, I don't have him in my hands today and I'm really trying hard to get this all taken care of. Um, it's been long enough um because he passed away in May and he's already probably up there telling me 3 times it should have been done already.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I, my dad does the same thing to me. I
[CUSTOMER][NEUTRAL] So, um.
[AGENT][NEUTRAL] It's up there from up there.
[CUSTOMER][NEUTRAL] Yeah, so, um.
[AGENT][NEUTRAL] I can hear it, yeah.
[CUSTOMER][NEUTRAL] Yes, so, um, but I had everything else filled out, so, um, if I just send them to the site and they fill out everything then.
[CUSTOMER][NEUTRAL] And I send you, I was planning on sending you um this and getting it notarized today um I have an appointment um here in about 2 hours and um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I was gonna send her death certificate because my mom passed before him and his death certificate because that's what I had to wait on was her death certificate, um, her death could be and then me showing that I'm the executor of the will.
[AGENT][NEUTRAL] Perfect, that should be fine. Now she may have a different policy. Let me look, what is her name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now we did pay out the benefits on her policy.
[CUSTOMER][NEUTRAL] OK, I would assume my dad did take because I mean she passed away 5 years ago, so the only thing he didn't do was change beneficiaries on his stuff.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So that's why I was told I needed to send hers in to show that she passed.
[AGENT][NEUTRAL] Li
[AGENT][NEUTRAL] Yeah, that's true.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, so I was going to send that in with all of the um and showing me as the executor and then I still have to have my sister and brother fill out all this paperwork correct?
[AGENT][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] Or can we get away with that?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, all they need to do, uh, all we need is a list of their, um, their names, date of birth, and they don't have to do a claim form.
[CUSTOMER][NEUTRAL] OK, so in other words then I need to print this out and not have it in this nice typed form because like I said when I did it online and filled it all in for about the next of kin it put my name in every slot.
[AGENT][NEGATIVE] It does not.
[AGENT][NEUTRAL] Right, so what you, if you.
[CUSTOMER][NEUTRAL] And when I went to put
[AGENT][NEUTRAL] Mhm. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And when I went to put their name in, take my name out, then it put their name in and every slot.
[AGENT][NEUTRAL] Got you. So you can just um if you want to just on a separate piece of paper is fine, and you can list out the next of kin, of course, their name, address, um, relationship, and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Contact number.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Because there's no beneficiary designated, they'll have to go through our legal department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then make sure you send in your executive papers.
[AGENT][NEUTRAL] As well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You will get a copy of all that and I will have it in the mail today.
[AGENT][POSITIVE] That sounds good. And
[CUSTOMER][NEUTRAL] Because I did not see, I did not see a fax form for you.
[AGENT][NEUTRAL] Well, because it has to be notarized.
[AGENT][NEUTRAL] You know, the notary seal will need that. Yeah.
[CUSTOMER][NEUTRAL] Oh, and you want to, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will have it in the mail to you today.
[AGENT][NEUTRAL] And do you have the mailing address? Do we need to verify that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes we do because I, I was just going to.
[CUSTOMER][NEUTRAL] Yeah, I was just gonna take it off the labels and none of the labels have it on there, so yes please.
[AGENT][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEGATIVE] It should be on the if you've got that loss of life form it's on the first page at the bottom.
[CUSTOMER][NEUTRAL] 7312
[CUSTOMER][NEUTRAL] That it is.
[CUSTOMER][NEUTRAL] I didn't look down oh and it has the fax number too but I didn't look down there.
[CUSTOMER][NEUTRAL] I'm not used to reading. I should be, you would think I would with everything I've been doing for him. I would be used to reading the fine print, but I have not been. So, OK, so thank you so very much.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, well, sometimes it's what you're doing is not easy.
[AGENT][POSITIVE] So, I understand. So not a problem. I'm here to help you find the bottom of the page if you need it.
[CUSTOMER][NEUTRAL] No, um.
[CUSTOMER][POSITIVE] OK, thank you, thank you so much.
[AGENT][POSITIVE] My pleasure. Anything else I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] Nope, I, I, I'm just trying to get this all done for y'all, so, um.
[CUSTOMER][NEUTRAL] I can't, we can resolve all of this and put it to bed.
[AGENT][POSITIVE] Yes ma'am, well, we'll be happy to assist you any way we can and we'll get that soon and of course the um next of kin will have to go through um our legal department but it shouldn't take long.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well then um I will get this in the mail to you and.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Wait and see what response I get, OK?
[AGENT][POSITIVE] All right. Well, it's been a pleasure to assist you, Ms. [PII], and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh, thank you and happy Hump Day to you.
[AGENT][POSITIVE] Thank you, you too, Miss [PII]. Take care.
[CUSTOMER][NEUTRAL] Uh-huh. Mm bye.
[AGENT][NEUTRAL] Bye bye.