AccountId: 011433970860
ContactId: d77a142b-9cbd-42b1-902d-88bed8352a6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384880 ms
Total Talk Time (AGENT): 167283 ms
Total Talk Time (CUSTOMER): 218369 ms
Interruptions: 20
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/d77a142b-9cbd-42b1-902d-88bed8352a6e_20250422T13:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with Heritage Memorial funding, and I'm calling to check the status of a death claim.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] definitely
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Thank you for that. And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 00152890.
[AGENT][NEUTRAL] 00152890.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] Thank you for that, and all the information provided is a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Um, give me one second.
[CUSTOMER][NEUTRAL] The total bill of the payment is $4,433.33.
[CUSTOMER][NEUTRAL] And what else did you wanna know?
[AGENT][NEUTRAL] The data service.
[CUSTOMER][NEUTRAL] The data service
[CUSTOMER][NEUTRAL] What what does that mean like when we send you all the assignments?
[AGENT][NEUTRAL] No, the day that they had whatever the claim is for done.
[CUSTOMER][NEUTRAL] So, the day that they had whatever the claim is before done.
[AGENT][NEUTRAL] You said you're you're here, you're calling to check claim status, is that correct?
[CUSTOMER][POSITIVE] Give me correct.
[AGENT][NEUTRAL] OK, so what day did they come in for services? That's
[CUSTOMER][NEUTRAL] OK, so what day did they come in for services?
[CUSTOMER][NEUTRAL] Give me 1 2nd to pull that up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm a funding company so I don't know when they came in and like I don't know all that I'm a funding company checking on the claim status so we make sure we get our payment.
[AGENT][NEUTRAL] OK, hold on. Let me see, maybe I'm not understanding. So this is a life policy. So you just want to know the payout?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][POSITIVE] So this is a life so you just wanna know the Yes for it, OK.
[AGENT][NEUTRAL] Has something been filed for it? OK.
[AGENT][NEUTRAL] Alright, so it looks like the notes from [PII] show that the benefit was paid to the beneficiary, [PII] and Heritage Memorial funding.
[CUSTOMER][NEUTRAL] Alright, so it looks like the notes from [PII] show that the benefit was paid to the beneficiary, [PII] and Heritage Memorial Funding.
[AGENT][NEUTRAL] Um, on the [PII]. So let me see if there's an update on
[CUSTOMER][NEUTRAL] Um, on the [PII], so let me.
[AGENT][NEUTRAL] And it's a paper check. Yeah, so it was mailed out on the [PII]. I mean, I.
[CUSTOMER][NEUTRAL] And it's a paper check, yeah, so it was mailed out on the [PII]. I mean.
[AGENT][NEUTRAL] We don't really have much of an update after that. We can check and see if the check is cleared after.
[CUSTOMER][NEUTRAL] We don't have that. Yes, but I was just calling because I was told on also on the [PII] from Ms. [PII] that the claim will be processed on the [PII] and to call back to verify payment so that's what I'm doing.
[AGENT][NEUTRAL] You know,
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. Well, I didn't know all of that, so that's now, OK.
[CUSTOMER][NEUTRAL] So I need to know that.
[AGENT][NEUTRAL] So you're just wanting to verify the payment?
[CUSTOMER][NEUTRAL] So I need to know the amount, yes, I need to know the amount that was sent to Heritage Memorial funding.
[AGENT][NEUTRAL] OK, now, thank you for that. That's totally different than the claim status. I I apologize for the confusion. Hold on one moment.
[CUSTOMER][POSITIVE] OK, now thank you for that. That's totally different than a claim status. I, I apologize.
[AGENT][NEUTRAL] Hold on one moment, just going through the notes.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] From what this note says, it says $4,433.33 to Heritage and $854.67 paid to [PII] on today, which was [PII].
[CUSTOMER][NEUTRAL] From what this note says, it says $4,433.33 to Heritage and $854.
[CUSTOMER][NEUTRAL] And 67 cents paid to [PII] on today, which was [PII].
[CUSTOMER][NEUTRAL] OK, and you said that was a check that was mailed correct?
[AGENT][NEUTRAL] Yes, um, let me see how it, if I can get you a check number or something. Hold on one second.
[CUSTOMER][NEUTRAL] Yes, um, let me see how it.
[CUSTOMER][NEUTRAL] I don't need a check number. I was just making sure it was check mail.
[AGENT][NEUTRAL] OK, yes, it mailed out to you on the [PII]. Now it is coming from [PII]. Um, so I don't know how long it will take to get to you, but it is on the way.
[CUSTOMER][NEUTRAL] OK, yeah, it mailed out to you on the [PII] now it is coming from.
[CUSTOMER][NEUTRAL] OK, and can you confirm that you have the correct PO box for Heritage Memorial funding?
[AGENT][NEUTRAL] Sure, hold on, let me check on that.
[AGENT][NEUTRAL] OK, I'm showing it was sent to [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] But this doesn't have.
[AGENT][NEUTRAL] What's your, what's the city, state and zip?
[CUSTOMER][NEUTRAL] What's your, what's the city, state and zip?
[CUSTOMER][NEUTRAL] It's [PII]O Box 2999 Tupelo, Mississippi 38803.
[AGENT][NEUTRAL] I'm just gonna send that over to um
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Send that over to
[AGENT][NEUTRAL] [PII], I don't know if it makes a difference. I do see [PII], but I don't see any state and city, state, or zip, so I'm about to send that over to her just to look at it. It could be fine and I just don't work with checks, so, um, just to be on the safe side.
[CUSTOMER][NEUTRAL] [PII], I don't know if it makes a difference. I do see [PII], but I don't see any state, city, state, or zip, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well thank you so much for your help today.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] You're very welcome. Was there anything else I can help you with That's it.
[AGENT][POSITIVE] All right, well, thanks so much for calling APL. Again, all the information provided was a verification of benefits, not a guarantee of payment, and I hope you have a great day.
[CUSTOMER][POSITIVE] Alright, well thanks so much for calling APL again, all the information provided.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.