AccountId: 011433970860
ContactId: d5ab8316-142f-41a4-93f0-93314ae17a4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325220 ms
Total Talk Time (AGENT): 154391 ms
Total Talk Time (CUSTOMER): 149279 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/d5ab8316-142f-41a4-93f0-93314ae17a4c_20250305T14:24_UTC.wav
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[AGENT][NEUTRAL] Hello, uh, I'm sorry, good morning, this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you? I got [PII], but I could, I couldn't hear her, um, question for you, so I have an insured on the phone. Let me give you her policy number. It's um it's a loss of life claim. It's 153.
[AGENT][POSITIVE] I'm doing well.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 004.
[CUSTOMER][NEUTRAL] [PII] is the insured. [PII] is spouse who's who's who that's who I'm speaking with.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She mailed the um.
[CUSTOMER][NEUTRAL] Make sure I get this right.
[CUSTOMER][NEUTRAL] She mailed the loss of claim form.
[CUSTOMER][NEUTRAL] The the updated beneficiary form.
[CUSTOMER][NEUTRAL] The APL claim form and it notarized and she mailed it to the [PII] location.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And she's on the phone saying that she spoke with someone yesterday and they said that they, I don't know who they are, uh, was to have mailed it to the Oklahoma City office.
[CUSTOMER][NEUTRAL] So my question to you is she's really, really irritated because it's notarized, can she, can she fax it or do we need the right seal?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That I'm not sure on. um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I would
[AGENT][NEUTRAL] I would think she can fax it as a matter of fact I had um a call similar to this yesterday excuse me, and I reached out to [PII].
[AGENT][NEUTRAL] And uh I asked her if she could fax the information in and um and she did say yes hopefully she was uh realizing what I was saying excuse me, the um insured I spoke with had not returned her form and [PII] did say that of course it does need to be notarized, so I'm not sure about the seal portion of it, but um like I said, I did tell her I was gonna provide our fax number for the uh insured to send it back to us.
[AGENT][NEUTRAL] So I guess as long as we can.
[AGENT][NEUTRAL] Um, receive.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It doesn't look like [PII]'s here.
[CUSTOMER][NEUTRAL] Yeah, I was gonna say because I, I, she's already irritated and I don't want her to send it for us to say ah we need it, you know, so I wanna make absolute sure um.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Let's see. And this is a, you know, this is cancer, yeah. Is this cancer? Hold on.
[AGENT][NEUTRAL] Uh, a life policy. I thought it was, no, loss of life because it's also like claim form is what um.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I know what that's like. I didn't even, I don't know where I got cancer from in my head.
[CUSTOMER][NEUTRAL] It is like
[AGENT][NEGATIVE] Yeah, and the one that's what I had yesterday was loss of life as well. Um.
[CUSTOMER][NEUTRAL] Yeah, this is life. She said she spoke with someone yesterday, but I don't see a note documented for yesterday and that someone was going, was supposed to have called her back. And so this could be.
[AGENT][NEUTRAL] It looks like uh soul talked to her is it [PII] I think yeah I see the note here in her file um.
[AGENT][NEUTRAL] It was on [PII] it says at [PII].
[CUSTOMER][NEUTRAL] OK, got it, got it, got it. Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She wanted to speak with the supervisor it looks like so I don't know if that happened.
[CUSTOMER][POSITIVE] She is right.
[CUSTOMER][POSITIVE] Cool. OK, got it, got it.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Is [PII] is [PII] here we can just confirm it. I don't need to speak with her, but.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right, I'm not sure. I know she was out yesterday because I received the email back that she was out of the office, um.
[CUSTOMER][NEUTRAL] You know what?
[CUSTOMER][NEUTRAL] I know that this is the support team but so you all answer questions for all policies.
[AGENT][NEUTRAL] Yes, well, as you know, as much as we can, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Um, and sometimes, of course we have to reach out as well, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. Got it.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] I'm not sure who would be able to answer that question um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because it's like I said, I know that that's the information I received yesterday that they are that you know that.
[AGENT][NEUTRAL] Um, she just told me to make sure that it was notarized and I said, OK, can she fax it to us? She said, yes, as long as it's notarized. That was the information I received from [PII] yesterday. Like I said, I, if I don't know, I kind of reach out and try to ask those questions so that I can be, um, you know, so I mean, right, as much as possible, you know, but I did ask that question specifically if it could be faxed, and she said yes as long as it was notarized.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Accurate.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, alright then I'm gonna go back with her and, and, and just let her know that um if you spoke with [PII] and it was a life claim she's the guru there so OK alright.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's why I kind of reached out and asked, like I said, tried to confirm as much like I said if I don't know, I try to reach out and ask so that it's clear to me.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right. OK.
[CUSTOMER][POSITIVE] OK, alrighty, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, bye bye.
[AGENT][NEUTRAL] Bye.