AccountId: 011433970860
ContactId: e6bce709-7790-451c-b015-512fccfdd14f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378970 ms
Total Talk Time (AGENT): 122552 ms
Total Talk Time (CUSTOMER): 104702 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/e6bce709-7790-451c-b015-512fccfdd14f_20250203T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] in [PII]. I have um [PII] with um a, a group on the phone. One of her one of their insureds has passed away, so she's needing assistance with getting the claim form for a life policy.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] 763-238.
[AGENT][NEUTRAL] Alright and you said we have [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright you can send her over.
[CUSTOMER][POSITIVE] Alright, here she comes thanks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] with the Raymond Navajo School Board, and I'm calling uh to get a claim form.
[CUSTOMER][NEUTRAL] Um, one of our employees, uh, uh, [PII] Eyes policy 763-238.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][POSITIVE] All right, sure, I can help you with that, [PII].
[CUSTOMER][NEUTRAL] Passed on.
[AGENT][NEUTRAL] And what type of plan for?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] Bear with me just a moment, I can look at the policy type.
[CUSTOMER][NEUTRAL] She has a life policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have 21 side of the form says she has 150 base amount 150,000 and the other side says 95,000 so I need to.
[CUSTOMER][NEUTRAL] I forgot to ask [PII].
[CUSTOMER][NEUTRAL] Confirm that.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] And uh just verify the date of birth of the insured.
[CUSTOMER][NEUTRAL] OK, uh, let's see, it is [PII].
[AGENT][NEUTRAL] OK, thank you. Give me one moment to get that information now as far as the claim form, it is available for download on our website, um, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, so that's available um from the home page of the website or if you'd like I can send a copy via email.
[CUSTOMER][NEUTRAL] If you would please.
[AGENT][NEUTRAL] OK, what's your email address?
[CUSTOMER][NEUTRAL] My email is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] R as in Robert.
[CUSTOMER][NEUTRAL] N as in Nancy, S as in Sam, B as in Bob.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so I'm gonna repeat that. That's [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright, let's see the policy. I'll send that um claim form to your email address.
[AGENT][POSITIVE] Just pulling up the benefits.
[AGENT][NEUTRAL] I don't show a special page for the member if you don't mind holding just a moment while I look into it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, that's the schedule page.
[AGENT][NEUTRAL] 21.
[AGENT][NEUTRAL] Seriously?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you for holding. I, um, located the benefit amount and this is a verification of coverage. It doesn't guarantee the payment of a claim. I show the face amount for this policy is $150,000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, I guess there's instructions for how to where to send the claim and everything, so on the claim form.
[AGENT][NEUTRAL] Yep it'll all be uh huh it'll be on the first page of that claim form um with the instructions and um different ways to submit that claim.
[CUSTOMER][POSITIVE] OK, well thank you very much [PII] appreciate it bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem and just give me a few minutes to get that email generated and I'll get it sent to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you again bye.
[AGENT][POSITIVE] Alright, no problem, thanks for calling APL have a great day.