AccountId: 011433970860
ContactId: d5ace641-639b-40bf-aad3-93116bea0544
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210759 ms
Total Talk Time (AGENT): 56491 ms
Total Talk Time (CUSTOMER): 127011 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/d5ace641-639b-40bf-aad3-93116bea0544_20250605T16:06_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] Fine, how about you?
[CUSTOMER][NEUTRAL] Girl, I'm all right. I have an admin on the line who's calling on policy number 763-238, and she couldn't have a call back. I tried to offer her a call back but she needed to speak to someone.
[CUSTOMER][NEUTRAL] Now.
[AGENT][NEUTRAL] OK, so this is on policy 763-238?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] On the [PII].
[CUSTOMER][NEUTRAL] Great greatness, yes, OK, so the insured passed away. She had called back and if you look in the notes, you're gonna see where she called back in in February right after the insured passed away. She says that, um, so we show as far as a beneficiary listed on this policy as a Wallace Edison.
[CUSTOMER][NEUTRAL] Who apparently was no longer her husband.
[CUSTOMER][NEUTRAL] And she had changed her beneficiaries according to [PII] and I'm sure she's gonna repeat all this to you, to her two sons. Well, she says that when she called APL.
[CUSTOMER][NEUTRAL] That she was told that there was a form that the ex-husband could fill out to sign over the benefits to the two sons.
[CUSTOMER][NEUTRAL] Now what was emailed to her was a loss of life claim form.
[CUSTOMER][NEUTRAL] I, I don't know what she's talking about on the other, and these two sons are only in town today and tomorrow, which is why she couldn't have a call back.
[AGENT][NEUTRAL] OK, so she was informed that there's a particular form that she needs to complete to, to switch the benefits over to the both.
[CUSTOMER][NEUTRAL] I, I, I
[AGENT][NEUTRAL] Of the children
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes, something that the this [PII], who's listed could sign over relinquishing any benefits to the two sons, to the insured, to [PII]'s two sons.
[AGENT][NEUTRAL] So have you received a death certificate yet?
[AGENT][NEUTRAL] Let me see, let me look and see if we got their certificate.
[CUSTOMER][NEUTRAL] Mm, I don't see, mm I don't see that that's been received. I just see that the policy was lapsed and for the group's request.
[AGENT][NEUTRAL] Yeah, we don't have one.
[AGENT][NEUTRAL] I see they sent a letter to port request to port coverage.
[CUSTOMER][NEUTRAL] I don't think.
[AGENT][NEUTRAL] Um, I see that.
[AGENT][NEUTRAL] Mm, what else we got in here?
[AGENT][NEUTRAL] And you said this is least the admin with the group?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you can send it to me. I have to get more clarification as to what exactly.
[AGENT][NEUTRAL] So I can get with.
[CUSTOMER][NEGATIVE] Yeah, and I mean the notes are not clear enough for me to, to know exactly what she was told.
[AGENT][NEUTRAL] Yeah, I, yeah.
[AGENT][NEUTRAL] Yeah, for me either, so.
[AGENT][POSITIVE] Let's, you can send it to me and I'll, I can see what I can figure out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you. I appreciate your help, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] All right. Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] All right, bye bye.