AccountId: 011433970860
ContactId: e73d4c84-b721-4e97-a116-05783791bb30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 743179 ms
Total Talk Time (AGENT): 220955 ms
Total Talk Time (CUSTOMER): 321797 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/e73d4c84-b721-4e97-a116-05783791bb30_20250528T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling um in reference to an accident uh policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, when my husband passed away, um,
[CUSTOMER][NEUTRAL] And the, the, the company said that they filed and sent information to y'all.
[CUSTOMER][NEUTRAL] But I never heard back from y'all to see if y'all needed anything from me, um, the accident policy number is 258.
[CUSTOMER][NEUTRAL] 1355.
[AGENT][POSITIVE] OK. I'm terribly sorry to hear about that. Um, what's your name and a callback number in case we get disconnected while I look for that?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And a phone number is [PII].
[AGENT][NEUTRAL] All right, one moment.
[AGENT][NEUTRAL] OK. And can you verify his date of birth for me?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what address and phone number do we have on file for you? Can you verify that?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my phone number should be the [PII].
[CUSTOMER][NEGATIVE] I know initially when she sent me a copy of the paperwork she sent she sent the wrong phone number.
[CUSTOMER][NEUTRAL] Or she had the wrong, but she said she updated it.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] Because I wanna say she put 5803 on the paperwork, but it was supposed to be 5802.
[CUSTOMER][NEUTRAL] Now if you're looking at his phone number, it would have been [PII].
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] Did they tell you when they send it in?
[CUSTOMER][NEUTRAL] Uh, she would have sent it in April.
[CUSTOMER][NEUTRAL] Around [PII], somewhere in that, uh, well, matter of fact, let me go back hold on one second. Let me one sec because I'm looking at the email she said um no she didn't. I can tell you when she sent it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She submitted the paperwork on [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she said someone should reach out to me soon and I haven't heard from anybody from HCL.
[AGENT][NEUTRAL] Let me see what's going on here.
[CUSTOMER][NEUTRAL] But then she said she started the claim online with information but it needed to be signed by me and notarized and send in a copy with the death certificate that I needed to call you. So I don't know what um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Where the, where y'all have, nobody from APL has contacted me to let me know anything or emailed me any documents or anything that I needed to have signed and notarized and I don't know what.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How to get into the claims situation to see what she actually did because she did, I don't have like a password or none of that stuff to get in there.
[AGENT][NEUTRAL] Yeah, um, because it'll, if anything got sent, it would have gotten sent to whomever they put on the claim. Um, it, I am showing that it was submitted, um, we would have asked them for this, so, uh, that's why you probably haven't heard from us because unless they put your information down, we send things out to the, to whoever they put on the policy. I am showing that we do need a copy of the death certificate.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Um, and some documentation, oh, go ahead.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] Whose name, whose name does they have?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On there cause it was supposed to be my name.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me see if I can look that up real quick.
[CUSTOMER][NEUTRAL] As the benefit here.
[CUSTOMER][NEUTRAL] Did she send me a copy of the paper she sent you and, and his name.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And the, and the
[CUSTOMER][NEUTRAL] Cause I, I was I'm beneficiary and
[CUSTOMER][NEUTRAL] And the pol I've got the policy number and everything else on it.
[CUSTOMER][NEUTRAL] So I'm, I'm I'm guessing what I need you to do is like email me the stuff.
[CUSTOMER][NEUTRAL] That I need to complete this claim.
[AGENT][NEUTRAL] Let me see what they sent in.
[AGENT][NEUTRAL] OK, let me see what all they need from you or what all we need from you.
[AGENT][POSITIVE] I should be able to email that all to you in just a moment. Let me make sure that I get everything down that you need.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, because I am showing that we will need a copy of the death certificate and then supporting documents which we can email you.
[AGENT][POSITIVE] I'm gonna go ahead and transfer you to customer service and they will be able to give you all the documents that you need and they should be able to email them to you um or send them through the mail uh so let me go ahead and transfer you to them and they will give you basically a checklist of everything that you need um for this claim.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So does it, is it assigned to a certain representative that.
[CUSTOMER][NEUTRAL] Is handling this claim or?
[AGENT][NEUTRAL] No, anyone from customer service this customer service department should be able to look at that. I'm in a different system than what they use, so that's why I need to transfer you to them because they will be able to access that in all the information that you need.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you don't need to go to a particular person because we'll put notes in on everything that's being done. um, so every, so if you ever call back and get someone different, they should be able to look and see um what's going on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So give me just a moment while I find uh customer service.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the care team.
[AGENT][NEUTRAL] At APL. I have a Cassandra Rogers on the line. Um, her husband just passed away, um, and she was trying, I see that they have a claim for the accident that someone else filled out for her, cause I guess it was at work. And, um, they're needing more documentation, and I was wondering if you could help her out with that.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] She needs more documentation for a claim.
[AGENT][NEUTRAL] Yes, and then whenever I was looking at our little guru card it's just a transfer to customer service, but I don't know what all she needs like I see that she needs certain things, but um I was told to transfer to you.
[CUSTOMER][NEUTRAL] What's your policy number?
[AGENT][NEUTRAL] OK, the policy is 25.
[AGENT][NEUTRAL] 81355
[AGENT][NEUTRAL] And she is verified.
[AGENT][NEUTRAL] Because it's showing that the claim.
[AGENT][NEGATIVE] Uh, it was processed, but she never got anything in the mail and I, I guess it was sent to someone else. I wasn't able to look up the documents in Onase.
[CUSTOMER][NEUTRAL] Well, I can't look them up either because we don't, customer service doesn't have access to any claims or what's going on with it, um.
[AGENT][NEUTRAL] Why is it asking me to send it to you?
[CUSTOMER][NEUTRAL] And you said she got something.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said she's got something saying we needed more information?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's probably an EOB denial code.
[CUSTOMER][NEUTRAL] Um, you can transfer, but I'm gonna have to send her the claims.
[AGENT][NEUTRAL] OK. Um
[CUSTOMER][NEUTRAL] Cause I'm not sure what's going on with it. They'll have to help her further with.
[AGENT][NEUTRAL] Yeah, I'm sorry, I just saw that our little guru card says to transfer to customer service and they'll review with the caller on documentation. This is, I, I'm new, so I'm, I go based off of whatever the little card tells me to.
[CUSTOMER][NEUTRAL] It's it's, it's OK. No, it's OK, um, and I'll have to check into that with [PII] because it should be a little bit more detailed on that one it's regarding claims, but no, no worries, um, go ahead and send them. What's the callback number?
[AGENT][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was her name again?
[AGENT][NEUTRAL] Her name was [PII].
[CUSTOMER][POSITIVE] OK. All right. I'm ready for it. Thank you.
[AGENT][POSITIVE] Right, thank you.
[AGENT][NEUTRAL] OK, [PII], I
[CUSTOMER][NEUTRAL] Good afternoon Ms. [PII].
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I was just, um, this is [PII] with the customer service department. I've got your information pulled up and how can I help you?
[CUSTOMER][NEUTRAL] Yes sir, I'm trying to figure out, find out what I need to do to complete this claim.
[CUSTOMER][NEUTRAL] OK, so you recently submitted in a claim and you're wanting to see what documentation we need, is that correct?
[CUSTOMER][NEUTRAL] OK, so the HR department of his company submitted the claim, um, like they started the claim.
[CUSTOMER][NEUTRAL] Mhm. Under my name and I was told that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I needed to contact y'all that like she gave me y'all the the.
[CUSTOMER][NEUTRAL] Our my email and stuff but she, she messaged she I just talk back with her because I haven't heard anything so she said um she updated she did update my phone number before uploading the documents. She said she started the claim online with my information, but the form needed to be signed by me and notarized and sent with a copy of the death certificate, and she just gave me the phone number to call you guys and the policy numbers so.
[CUSTOMER][NEUTRAL] I don't, I need to know what y'all need, what I need to do.
[CUSTOMER][NEUTRAL] Specifically regarding the claim, OK, got you, and I am.