AccountId: 011433970860
ContactId: e153caf3-149e-4590-9560-ea41b688094d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 653580 ms
Total Talk Time (AGENT): 245245 ms
Total Talk Time (CUSTOMER): 255904 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/e153caf3-149e-4590-9560-ea41b688094d_20250113T14:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Thank you. Thank you. Um, I have a, a spouse on the line that has been passed and um she said that she just received a letter for a loss of life form.
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] And um she's calling about that, about that later. Excuse me. Oh my goodness. And um
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] She said that uh she's dealing with the funeral home and the funeral home should have sent us a copy of the death certificate, um, which I don't know if we have received it or not, but um she's just calling about um the letter she received.
[AGENT][NEUTRAL] OK, OK, got you.
[CUSTOMER][NEUTRAL] Because she thought that it was supposed to be all handled by.
[AGENT][POSITIVE] OK, OK, I got you.
[CUSTOMER][NEUTRAL] OK. So let me give you the policy number. It's 150132.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, [PII].
[CUSTOMER][NEUTRAL] Yes, and I got Miss [PII] on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I verify the, um, I verify the address and uh let me see what else. I got her callback number which is [PII].
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me know when you're ready. You're ready?
[AGENT][NEUTRAL] Oh right.
[AGENT][POSITIVE] I am ready, yes, yes. Thank you.
[CUSTOMER][POSITIVE] OK. You're welcome. Here she comes. Have a good day, Miss [PII].
[AGENT][NEUTRAL] OK. You too.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. I got Miss [PII]. She's Miss [PII], thank you for holding. I got Miss [PII] on the line. She's in the customer service department. She's gonna assist you from here.
[CUSTOMER][POSITIVE] All right, well. You have a good day.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, this is [PII]. Um, I'm just, um, [PII] was just telling me that the funeral home was going to
[CUSTOMER][NEUTRAL] Can you speak a little louder, please?
[AGENT][NEUTRAL] Oh, yes, ma'am. I'm sorry. Um, now, [PII] was just telling me that the funeral home is going to send us a death certificate.
[CUSTOMER][NEUTRAL] Well they sent one I sent it the first part of the week. I went out there and took them another copy of it.
[AGENT][NEUTRAL] OK, yes ma'am. I'm just looking to see if we received that yet.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] I'm checking to see if we have received it yet.
[CUSTOMER][NEUTRAL] I don't know why you haven't.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And also, did you receive the letter from us?
[CUSTOMER][NEGATIVE] Yes ma'am, it's a loss of life claim form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And I don't understand why I got I they sent me this.
[AGENT][NEUTRAL] OK, it looks like we.
[AGENT][NEUTRAL] I'm just checking to be sure it looks like maybe we've already received that.
[CUSTOMER][NEGATIVE] You should have the funeral home filled out all the papers and supposed to send them in.
[AGENT][NEUTRAL] OK, I do see that. Yes, ma'am.
[AGENT][NEUTRAL] Um, and you may have gotten that, you know, in the meantime with us not knowing, so, but we do have that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm looking for the death certificate.
[AGENT][NEUTRAL] To see if we have it yet.
[AGENT][NEUTRAL] Cause I do see those forms did come from the funeral home.
[CUSTOMER][NEUTRAL] They exposed to them that come from the funeral home and you should get back in touch with her. I sent, uh, I've sent her out that, well, I took it out there Monday or Tuesday. I don't remember which day I took it out there. And she said that she had to send it back in, another one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know why y'all have to have so many death certificates.
[AGENT][NEUTRAL] Well, I don't see that we have received it yet from them.
[AGENT][NEUTRAL] Um, and you said the first part of the week?
[CUSTOMER][NEUTRAL] It was Monday or Tuesday. I'm not sure of the date. I've had so much going on, so I don't remember.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] OK, I can reach out to them and check on that, um, like we do have those forms so the um claim form we do have that.
[AGENT][NEUTRAL] Um, but I will check with them on the death certificate.
[CUSTOMER][NEUTRAL] Is that all you needed?
[AGENT][NEUTRAL] Uh, yes, ma'am, but let me see.
[AGENT][NEUTRAL] Do you have a phone number? No, I just said no.
[CUSTOMER][NEUTRAL] Yeah, I just gave it to him [PII].
[AGENT][NEUTRAL] For the
[AGENT][NEUTRAL] Is this for the funeral home?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, I don't have a funeral home number.
[AGENT][NEUTRAL] OK, what's the name of the funeral home?
[CUSTOMER][NEUTRAL] White funeral home in [PII].
[AGENT][NEUTRAL] OK. OK. Yes, ma'am.
[AGENT][NEUTRAL] OK, I will give them a call and check on that.
[CUSTOMER][NEUTRAL] And what do I do in the meantime?
[AGENT][NEUTRAL] Um, for now, um, you're fine.
[AGENT][POSITIVE] If if we need anything else from you, I will give you a call back.
[CUSTOMER][NEUTRAL] Because uh the funeral is paid for.
[CUSTOMER][NEUTRAL] I got a letter stating that it's paid in full.
[CUSTOMER][NEUTRAL] I don't know nothing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, let me check on that.
[AGENT][POSITIVE] You know, just see where it's at and what's going on with it and I will give you a call back to let you know.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][POSITIVE] Um, because I don't know nothing I can tell you. I got a letter stating it was paid in full and I paid for it the day I went and made the arrangements. I paid everything.
[AGENT][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][NEGATIVE] I had to pay above what that 10,000 was.
[CUSTOMER][NEUTRAL] We paid 26 years on that policy.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] These insurance companies is nothing but a rip off.
[AGENT][NEUTRAL] I'm, I'm sorry, Ms. [PII], um, I will reach out to them and, and get that information. It it's just that we do have to have it to process the claim.
[CUSTOMER][NEUTRAL] Well, you just have to get a hold of the funeral home because I gave them a copy. I, that makes the second copy I gave them. They said y'all needed another copy. So I took it out there and they should have it.
[AGENT][NEUTRAL] OK, yes ma'am, yes ma'am. I will call them and and just.
[AGENT][NEUTRAL] Get that straight.
[AGENT][NEUTRAL] OK. And I will call you back and let you know, um, like I said, what's going on and, um, you know, so you know it's taken care of.
[CUSTOMER][NEGATIVE] Uh, well, it better be took care of. I, I know that cause this makes me very upset.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'm so sorry. Yes, ma'am.
[AGENT][NEUTRAL] And, when did he pass away?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, OK, because it, it does take some time to get those processed, um.
[AGENT][NEUTRAL] So yeah.
[AGENT][POSITIVE] I, I will call them and just see and take care of this for you.
[CUSTOMER][POSITIVE] All right. I'm putting all this down on paper so I can keep up with it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Yes.
[AGENT][NEUTRAL] OK, well, let me go ahead and do that. Is there anything else I can do for you though?
[CUSTOMER][NEGATIVE] No, I just wanna get this year straight. I, I, cause I, I ain't paying no more on this insurance no more. I've done done all I'm gonna do.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It shows that it has lasted. So, you know, don't worry about that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] It shows what I'm sorry. It shows what?
[AGENT][NEGATIVE] Well, you said that you didn't wanna, you're not.
[AGENT][NEUTRAL] We're not, since he has passed away, the policy has lapsed, but we are going to pay the claim.
[CUSTOMER][NEUTRAL] No, ma'am, that policy is not left. It's matured.
[CUSTOMER][POSITIVE] That policy was matured.
[AGENT][NEUTRAL] I understand, um, Ms. [PII]. I'm saying that.
[AGENT][NEUTRAL] Now, since he has passed away.
[AGENT][NEUTRAL] We're gonna pay that out.
[AGENT][NEUTRAL] But it would have to last because he has passed away.
[CUSTOMER][NEUTRAL] What do you mean it has to lapse?
[AGENT][NEGATIVE] Um, you wouldn't continue paying on the policy since Mr. [PII] has passed away.
[CUSTOMER][NEGATIVE] No, I'm not. They, they're supposed to hold it out this month, but they better not cause I'm gonna go to the bank and check and see.
[CUSTOMER][NEGATIVE] They shouldn't have to pay nothing else out of out of my account.
[AGENT][NEUTRAL] And that's what I'm saying, you will not pay anything else.
[CUSTOMER][NEUTRAL] Well, I'm not supposed to because he's not here no more.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You will not. It's take that part is taken care of.
[AGENT][NEUTRAL] OK. But I will go ahead and call the funeral home and just get a copy of the death certificate and then I will call you back and let you know.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] And I am so sorry.