AccountId: 011433970860
ContactId: eaa02587-ddc7-4c82-a31f-d0b35d8ec1f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406869 ms
Total Talk Time (AGENT): 251117 ms
Total Talk Time (CUSTOMER): 161256 ms
Interruptions: 6
Overall Sentiment: AGENT=0.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/eaa02587-ddc7-4c82-a31f-d0b35d8ec1f6_20250512T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm, I'm calling on behalf of my mom. She has dementia and she's been sending information and stuff to y'all on a policy about my grandfather.
[CUSTOMER][NEGATIVE] And y'all y'all are saying you're not receiving any stuff that she's been sending.
[AGENT][NEUTRAL] OK, first, before you start, can I have your name?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], what's your phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] Do you have the policy number that you're calling on?
[CUSTOMER][NEUTRAL] Yes, ma'am, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's gonna be 00150935.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. And this is your life polish for Mr. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, hold on one moment. Give me a second, I read my notes.
[AGENT][NEUTRAL] Uh, I just M. [PII]. That's why I've been talking to [PII].
[AGENT][NEUTRAL] OK, the daughter.
[CUSTOMER][NEUTRAL] Yes ma'am, that's my mom.
[AGENT][NEUTRAL] And, and you said she got dementia?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am, she has dementia. She, she can't remember, uh, you know, uh, you talked to her on the phone as soon as she hangs up, she doesn't remember what she even said, so I'm trying to help her out and take over this stuff here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, OK, let me see. The last time I talked to, let me see what she said, uh, the insured, that was, OK, let me get to my car insured daughter [PII] Gab in middle of my daughter insured call back me I claim form again. Oh yeah, that's right. Uh, I sent her the information because what we need, this is a policy that was, uh, a paid up life policy and we was trying to find the next of kin.
[AGENT][NEUTRAL] As of today, we have not received anything that we ever sent to her. The loss of life claim form that needed to be completed uh by her and uh I don't know, let me make sure I don't think we got the death certificate, but let me make sure. I think we just got, might have the obituary or maybe that's how I got her name, but that's what we're needing to try to get information so we can see, can we pay out the benefits to the next of kin and uh.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I, I mean, I spoke with her. I would never know she had dementia cause she, she, she, yeah, she talked, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, she's
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, she's really, you know, you know, she's really good and stuff, but uh it's like I said, she, she just doesn't remember things like we, we're trying to find, trying to find my grandmother's uh death certificate, and she would pick up one file folder, start looking through it, and turn around and ask me, what are we looking for again?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] [PII] uh.
[AGENT][NEUTRAL] OK, well that's all right. Yeah. Yeah. OK, yeah.
[CUSTOMER][NEUTRAL] You know, and it's just like she, that's, that's how, that's how bad it is for her, but I just need to know what, what information do you need so I can try to start retrieving this info.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me tell you, Mr. [PII], what we need. OK, we need, uh, if you got a copy of his death certificate, you can send a copy of the death certificate. We don't need nothing originally to be copied, a copy of the obituary showing, you know, he's no longer living. Now, [PII] was the named beneficiary, which was that her mother?
[CUSTOMER][NEUTRAL] Yes, my grandmother, yes, her mother.
[AGENT][NEUTRAL] OK, OK, yeah, we just need a copy of the obituary of her death certificate just showing she no longer living and we need that life claim form completed and notarized and then we'll go from there once we get, get the information. Now, if you need me to send that life claim form to you again, I can email it to you all.
[CUSTOMER][NEUTRAL] OK, yeah, just email it to me that way.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The way that I have it there and I can get this, uh, start getting it filled out as faster so even just a, uh, so just a um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Obituary in the newspaper would work for uh my grandmother cause yeah the last the last uh one that we have.
[AGENT][NEUTRAL] Yeah, that, that's right. Uh-huh, yeah. Just to show she's no longer living.
[CUSTOMER][NEUTRAL] Yeah, we had a death certificate for her, but it was the original and my mom mailed that off to y'all and y'all said yeah she mailed that off last month and she's, yeah.
[AGENT][NEGATIVE] No, we, yeah, yeah, we didn't get it. We haven't, we ain't got nothing since, uh, I've been, you know, steady calling and trying to get information. We have not gotten anything from her, no kind of death certificate. So they would have it on the legal if she had seen anything, they would have put it on the legal and I'm out here looking on the file. And like I say, I've been calling at least every 2 or 3 weeks, you know, trying to get information sent to us.
[CUSTOMER][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. What's your
[CUSTOMER][NEUTRAL] Yeah, and she doesn't then, you know, she doesn't remember. My my email is gonna be [PII]na be [PII]
[AGENT][POSITIVE] That's all right.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Shared [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. So it's [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am, that is.
[AGENT][NEUTRAL] OK, well, I'll send you uh what we're needed in order to uh get this life claim. Now when you get the information, you can't email it back to me. It can be mailed or faxed in, but it can't be emailed back to the adjuster.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. OK.
[CUSTOMER][POSITIVE] Alrighty, yeah, I can fax so I will, uh, as soon as I get that and find out exactly and I will get it all filled out and uh I'll start researching trying to find that information and I'll get it to you.
[AGENT][NEUTRAL] Send it back to
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And you got my number, that's my name is [PII], and all you got to do is when you dial if you want to speak directly to me, just ask to speak to [PII]. And my extension is [PII]. OK, Mr. [PII].
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Alrighty sounds great.
[AGENT][NEUTRAL] Alright. I'll get this emailed to you in about the next 10 minutes, OK?
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome. You have a great day, Mr. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] You have a blessed day too thank you bye bye.
[AGENT][NEUTRAL] Alright, bye-bye.